[Resolved]  LG India Ltd — 1.5ton Window Air conditioner

I registered a complaint No.RNA[protected]with your LG Care[protected] number on 27th May 2015 about the cooling problem of my L G 1.5ton Window room AC which I purchased in November of 2011. As the response from the Service center Charms Engineer Chennai was bad. I contacted Mr.Srinivasan Area Service Manager LG on 29th May and informed about the problem he said he will arrange for the visit of the service person. As there was no response to the assurance given by Mr.Srinivasan, I sent a sms to Mr.Srinivasan 29th May @ 7.38pm informing there was no response from the service agent.On 30th May Sarathkumar service person of Charms engineer came checked up the AC and informed that there is a gas leak and that the unit will be taken to the service center on 1st June for gas charging and gave an estimate of Rs.2467 as maximum amount for repairs. On 8th June the AC was collected by sarath kumar plus one more person in a tricycle rickshaw. On 10th June Mr.Balasubramani (Bala) supervisor from Charms engineer workshop called and informed that the evaporator coil of my AC has failed and that it has to be replaced and need my approval to replace as the cost of the same is Rs.2800 all inclusive and that the total amount of the repairs will be Rs.5000 and above. I asked him how an evaporator coil can fail in just 3years and 6months. He had no answers to that he wanted to know if he can go ahead with replacement. I gave my approval and asked him to do a proper job. On 11th June at about 5.30pm my repaired AC was brought back by a junior technician in a Tricycle rickshaw. He along with the Rickshaw person brought in the AC and placed it in the AC Window frame. After fitting the AC the technician was floundering connecting electrical. I called up Mr.Bala and told him that their person was not good in installing the electrical. I was informed that all the service persons were busy so they had sent this person and that he will do the job. After connecting the electrical when the AC was switched on there was unusual vibration and noise I informed this to the technician, who did not even fit the plastic panel properly. He removed the panel and refitted it even after that the vibration and noise continued. I was informed that noise and vibration was normal this was backed by the Rickshaw person. They then collected Rs.5023 and left. In the quite of the night the noise and vibration was felt even more. I had to switch off the AC in the middle of the night and move to another room to sleep. On 12th Morning I called Charms engineers and informed AC was unusually noisy, I was informed that a service person will be sent to check the problem. At about 6pm I was informed that all the service persons were very busy. They will depute the service person on 13th morning even on 13th afternoon no one had come, at 2.30pm I called back Charms engineers to check status they informed that they will call me back in 10minutes. Till 14th June there was no response from Charms engineers Following my continuous telephone complaints to Mr.Srinivasan Area Service Manager LG on the shoddy service work done by Charms Engineers, like abnormal noise, quality of spares used and quality of service done etc. One Mr.Prabakaran was deputed by Mr.Srinivasan to sort out these issues. Mr.Prabakaran called me from No.[protected] on June 17th and informed that he will depute Mr. Mohamed to check on my complaint and sort out the issues. Mr. Mohamed called from No.[protected], came and attended to the service on Thursday 18th June and said the AC is good and perfect in all aspects, he also said the spare and work quality is as per LG standards. He Refitted the AC in the frame with some anti vibration soft foam and reduced the vibration and noise to almost normal. On Monday 22nd June my AC stopped working, when I contacted Mr. Mohamed he said the fault may be with the stabilizer, I called Premier stabilizer service they checked and said stabilizer is good, fault may be with AC. I called and informed same to Mohamed, he said he will come but did not come till 25th June. As the response was not proper, I sent an SMS detailing the problems on 25th June to Mr.Prabakaran, the text of which is reproduced below. Mr.Prabakaran your Mr. Mohamed came checked the 1.5ton ac last Thursday(18th) and said the ac is in good condition. The ac is not switching on since Monday(22nd) evening. when I called mohamed on tuesday(21st) morning he said the fault may with stabilizer. I called the stabilizer service they checked and say the stabilizer is ok the fault is with ac. when i talked to mohamed he said he will come to check up since wednesday(24th) but he has not done so. Arif Ismail R A puram *Dates mentioned within brackets are for your ref were not sent n the SMS. Following my SMS to Prabakaran, Mr. Mohamed came on Thursday 25th June and checked the AC and said there was a loose contact in the board and corrected the same once again he said everything was ok. Now once again from 12 th September, I started facing the same problem, Ac switching on sometimes and not switching on sometimes. I sent complaint mail to Mr.Srinivasan on 14 th Sept. Mr.Srinivasan called back to inform that Mr.Subramaniam is now in charge of our area as a service manager and that he will call me. Following my above complaint and call from Srinivasan, one Maghi Ph:[protected]of Charms engineer visited my house on 15th Sept and checked my window AC, he said that there was some dust and moisture in the connecting cord to the display PC board. He cleaned the edges and fitted them and the AC was working. Once again on18th, the AC stopped working. I tried calling Mr.Srinivasan in response he sent a sms stating " I'll call you later", And as Mr.Subramaniam the Area Service Manager of my area had also not called I sent email mails to Mr.Subramaniam tro Mr.Srinivasans mail id. I then visited Charms Engineers office at St. Mary’s road Chennai 600028 on 19th Sept 11am. After a long wait I met Mr.Saravanan and gave him a complete date by date report on the problems faced by me in the LG 1.5ton Window AC in the last 3 1/2years since I purchased the AC and since they first serviced my AC. Initially Mr.Saravanan shifted the blame on the voltage problem, I told him that I am not facing the same problems with the other 3AC's, Refrigerator, Washing Machine or water purifier in my house nor the other 32Airconditioners installed in our building, and our electronic energy meter displays mostly 220v or the maximum is only 230V for which I have a voltage stabilizer capable of handling fluctuations from190v-240v. He even suggested I go for a Triple booster Stabilizer. I noticed even he does not have a triple booster in his office. After a lot of discussions he suggested that I change PCB Main Assbly, PCB display Assbly and the connecting cord and get into an AMC to sort out future problems. I told him I am prepared to change all the parts if he promises that there will be no problem in future. He said that the spares are supplied by LG under 3months only guarantee. He finally agreed to send his service person and change the cord costing about Rs.61. At 4.15pm Mr.Bala called from [protected] and visited for service. He checked the AC and said that the PCB Display Assbly has failed due to corrosion as my house is near a canal. But the PCB was working well when he tested it after adjusting the cord. I agreed to get the PCB changed, though it working well, he also changed the cord, charged me Rs.536 for the parts. When he took out the New PCB Display Assbly the date marked on it was[protected]. When I asked him about the very old date and the guarantee of 3months he said the date of the bill is the applicable date for guarantee. This means I have been supplied a spare which is already 2years3months old when it is fitted. The company guarantees the spare only for 3months. How do you expect 2year3month old spare to perform a long time when it is well beyond its life expectancy. To my surprise when he removed the PCB display from the AC unit the date marked on it was[protected]. With this change I have already changed 4(1+1+1+1)PBC display Assbly and 1PCB Main Assbly the Entire Evaporator Coil and spent more than Rs.9000 on service and spares charges. Further I have a doubt on the quality of Evaporator coil used and the job done on it by Charms Engineer. I fear that it may also be an old Evaporator coil more than two or three years old. Because every time a service person comes he touches the bottom right side of the coil, I also see water sweating on the front side of the coil. The service person explains its normal but I don't see it as normal. I need the following to be addressed by LG Service Department. How come the Evaporator coil has failed in 3years and 6months, other than that PCB display assembly was replaced thrice July 13, September14, September15 and in July 2014 PCB main assembly was replaced. Why has LG not cared to directly check out on so many complaints made by me? Nor bothered to check out the quality of spares supplied to me by Charms Engineer, even after my reporting of frequent complaints and failures. Why LG is not directly informing me, the complainant, on its position on spares and service quality of their Authorized service agent Charms Engineer. Charms engineers standard answer is the guarantee is for 3months. I am very unhappy with the service capabilities of Charms engineers I want to know from LG if I will have to once again change PCB Main, Display Assmbly along with the cord after three months. And the Evaporator coil after 6months. Or Simply buy a new AC if I don't want to spend more money on this AC as this one is already 3 1/2years old. I am prepared to show all the replaced spares to be inspected by LG Service department let them check for the quality they can also see my AC for shoddy work done by their Authorized Service agent Charms Engineer Chennai. May I know what has to be done to make my LG AC work trouble free. Is this too much to expect as service capability of world class company like L G Arif Ismail Ph:[protected] Chennai 600028. Tamilnadu [protected]@yahoo.com,
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Aug 9, 2021
Complaint marked as Resolved 
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Hi Arif,

We regret the inconvenience caused to you. We have made a note of your complaint and also shared the same with the concerned team. Our customer service personnel will address your issue shortly.

Regards,
LG Customer Support Team

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