LG Electronics — Unauthorised service charge

Address:

Ernakulam, Kerala

COMPLAINT AGAINST ‘PHOENIX TECHNOCARE LG SERVICE CENTRE’, MUVATTUPUZHA (ERNAKULAM DISTRICT, KERALA) 1. On purchasing an LG LED 32 LN 5110 TV set from “Bismi Appliances” (Muvattupuzha, Kerala), the purchase of the product was registered immediately by the dealer with the LG service centre (‘PHOENIX TECHNOCARE LG SERVICE CENTRE’) at Muvattupuzha. 2. Thereupon, the LG service centre contacted me for the fixing of the ‘wall mount bracket’ for my TV through their authorised employee Mr Hani. However, Mr Hani repeatedly changed the date for fixing and finally he never turned up. Repeated enquiries and telephone complaints drew more promises by Mr Hani, LG service centre and the dealer, but unfortunately none got materialised. 3. On 19 June 2015, I talked to my dealer and Mr Hani once again and gave the final reminder and talked of approaching consumer court for redressal. Finally, after 2 LONG YEARS, an LG service personnel by name Mr Delvin came to my home and fitted the ‘wall mount bracket’ for my TV. But to my utter surprise, the LG service centre charged money (Rs 1278/-) for the fitting as well as for the bracket! My surprise gave way to shock when they explained the rational for the charge: they benevolently pointed out that the service was after the warranty period!! The whole issue raises a few relevant questions for the LG consumer in particular and for the consumers in general: 3.1. The enclosre 1 as well as enclosure 2 confirm that my TV set was purchased in June 2013. The enclosure 2 also shows that the ‘wall mount bracket’ for which money was paid (along with the bill) and the demand was placed by my dealer as early as on 2/June/2013 was delivered and installed only on 20/6/2015. How comes the ‘Phoenix Technocare LG Service Centre, Muvattupuzha’, took 2 long years to install as basic and essential a component for the TV as its ‘wall mount bracket’? Is not the consumer eligible for compensation for the delayed delivery and service? 3.2. How can a product’s (here ‘wall mount bracket’) warranty expire before it is delivered to the consumer? In the present case, my ‘wall mount bracket’ was delivered on 20/6/2015. And the LG company says that the consumer has to pay additional charge because its warranty had expired before its delivery!! 3.3 I contacted Ms Priyanka who is in charge of the ‘Phoenix Technocare LG Service Centre, Muvattupuzha’ on the same date of installation. She not only refused to help but even sent unilaterally a very rude sms (4:39 PM/20 Jun) on behalf of BH-LGCARE which said, “Your service request RNA[protected] is closed”. After waiting for 2 long years for fixing a TV bracket, the Head of your Services Division added insult to injury! 3.4. If my request for fixing the ‘wall mount bracket’ was registered only on 19 June 2015, as Ms Priyanka claims, how comes your authorised personnel Mr Hani was detailed for the installation at my home by 5 June 2013 and he called me time and again by phone after this date? 4. In the given circumstances, it is amply clear that your service centre ‘Phoenix Technocare LG Service Centre, Muvattupuzha’ has miserably failed in caring for a bonafide LG consumer. It is requested that exemplary action should be initiated against the erring official/s for their unaccountability and criminal negligence. Dr Shibu Simon Ambat House Kothamangalam ([protected]@rediffmail.com) (Enclosures 1&2)