[Resolved]  LG Electronics — Defective LG A/c

Address:

Chennai, Tamil Nadu

I have purchased LG split A/C model – LSA5ZG5NTY (seriaL no -- 912NLQF007028) on 31 Jan 2010. Bill no CA/ANR/24176 , Date: 31-Jan-2010 from GIRIAS , Anna nagar chennai.

Installation was done on 6-Feb-2010 by LG service person.

Feb 6 to Feb 22 -- after installation did not use the A/c as we were out of station till Feb 22

Feb 23 to March 5 -- Started using the A/C from Feb 23 . We found that A/C was not giving cooling effect. Initially we thought we were not setting temperature properly.

March 6 -- Raised a complaint with LG service on March 6. Complaint no -- C[protected]


March 8 -- Service engineer Purushottam from chennai, visited on March 8 and told there is some GAS leakage in outdoor unit. GAS needs to be refilled and GAS will be refilled within 2 days. There was no response from LG service after this.

March 8 -- Called up LG customer service in the evening, to know about the status of the issue. Surprised to know that earlier complaint has been cancelled with status as “Customer will call again”
When I asked the call centre person to re open the same complaint, he told me he cannot re open the same complaint, as system is not designed to re open the case.

New complaint has been raised on March 8 -- C[protected]

March 9 -- Service engineer Manikandan from chennai, called up on March 9 and I have explained the whole issue. He has assured that GAS filling would be done on March 10

March 10, March 11 -- Made several to LG service on March 10 and 11 to find out , when service engineer will come and rectify the issue.

March 12 -- Service engineer Jabbaraj (Ph- [protected]) visited on March 12 and after inspection he told us there is no problem with outdoor unit but there is some problem in Indoor unit.

I have requested him to replace the whole unit as it has given problems within 10 days o[censored]sage and within 1 month of purchase.

As of march 12 20101, Indoor unit has been dismantled and lies on the floor in my house. A/C has been dismantled by service engineer Jabbaraj and currently not working.


March 13 -- Spoke to Service supervisor in chennai Mr.Sivaji (Ph. [protected]). He told , my request has been sent to Head office and he is yet to get any response

March 15 -- I made a visit to LG service office in 100 feet road, beside Hotel Ambica empire, Vadapalani , Chennai.
Met Service person Saravanan (Ph- [protected]) in the LG office. Given a signed form requesting for replacement of A/C

March 17 -- Called up LG call centre to find out about status of my complaint raised on March 8 -- -- C[protected]. Surprised to know that earlier complaint has been cancelled with status as “Customer will call again”. The 2 nd complaint also has been closed with out resolving the issue.

March 17 -- NEW complaint has been raised C[protected]

March 17 -- sent emaiil to [protected]@lgindia.com giving all details of the problem

March 18 to March 23 -- Made several calls to Rajkumar(ph-[protected]), Srinivasan(ph-[protected]), Stephen (ph-[protected]) to know the status regarding my problem

March 23 -- sent email to [protected]@lgindia.com asking them to escalate the issue


March 26 8.00 PM in the night -- LG sent wrong model for replacement. I have purchased LG split A/C model – LSA5ZG5NTY.
Model sent for replacement is LSA5ZP5VTY1. This model do not have all the features when compared to original model I have purchased.

March 26 8.00 PM in the night -- Called up MOhammed of GIRIAS dealer for sending wronmg model. He cannot resolve my issue and he needs to talk to LG service people.

March 26 8.00 PM in the night -- Spoke to service manager Srinivasan(ph-[protected]) . He told, earlier model I purchased in Jan 31 st is not available. For that reason they are gving this wrong model

March 26 -- Only received the indoor unit, indoor unit has not been installed and I do not have a working a/c in my house.

March 27 -- Personal visit to LG office -- LG Electronics(I) Pvt. Ltd. , AA11, 2nd Avenue, Fatima Tower, Anna Nagar West , Chennai , 600040

Met service manager Srinivasan(ph-[protected]). explained him all the details about this issue
As the earlier model is not available, they will replace with LSA5BW5NT1 , which has got all the features like the original model I purchased.

Promised to have the LSA5BW5NT1 model A/c installed by March 31 2010

March 30 -- Spoke to Vijay, Service peron in LG office. He told me as they have audit, they cannot fulfill the promise of installing the a/c by march 31 2010. They will try to install by April 5th or April 6th

April 5 -- Called up LG call centre to find the status of my complaint -- C[protected] -- raised on March 17
Found that this complaint is also closed

April 5 -- Spoke to Shiv shankar ( ph-[protected]), team leader for LG call centre. requested him to escalate the issue to level above chennai branch.

April 5 -- sent email to [protected]@lgindia.com explaining the whole issue.


2 MONTHS
AS on today April 5 2010, do not have a working a/c in my house.


LG customer complaint service , do not have a system to get feedback from customer, whether customer issue has been properly resolved or not. anyone in the service department can close the complaint without actually resolving the issue

ANY ONE READING MY ISSUE. PLEASE LEARN FROM MY EXPERIENCE. DO NOT PURCHASE LG PRODUCTS. LG AFTER SALES SERVICE IS BAD

If you purchase LG products , pray that your product do not give any problems.

I am left with NO OPTION but to take legal action against LG.


Krishna Mohan
Chennai