[Resolved]  LG Electronics India Pvt. Ltd. — Deficiency in after sales service under AMC

Address:

Maharashtra

November 21, 2011

LG Electronics India Pvt. Ltd.
Plot No. 51, Surajpur Kasna Road,
Greater Noida 201 306 (UP)

Re : Deficiency in Services

Dear Sir,

I had purchased a 42” LCD of your Company in the year 2010 from your authorized dealer (invoice enclosed).

After the initial expiry of the one year warranty period, I was recommended to take an Annual Maintenance Contract from your offices, so that in case of any defect to the product, the same would be maintained and promptly attended too. Obviously, that is what is expected by a customer, when he signs an AMC contract with any organization. Copy of the AMC contract enclosed.

However, to my utter surprise and embarrassment, it is taking almost a month to attend to my first call under the AMC. I give below the list of events, which has occurred after a defect was noticed in my television subsequent to signing the AMC contract with your Company

1) On 19 October 2011, a complaint was logged vide No. RNA[protected] that a line appeared on the screen of the Television. Accordingly, your Service Engineer came after repeated request and changed the entire screen panel, claiming the same to be new one and replaced by the Company under the current AMC. He further assured that the remote control of the television which was not functional was on account of some part to be replaced, which he assured will be replaced soon.
2) One week thereafter, the pictures in the so call new screen panel completely vanished, forget the repair of the remote control panel. On 28 October 2011, again a complaint was logged vide No. RNA[protected]. After consistent and repeated follow-ups of the various channels i.e. Service Centre (Mr. Sunil – Tel. No. [protected]), Mr. Swapnil Salvi (Tel. No. [protected] and the Mumbai Regional Head of your office Mr. Manish Sawant (Tel. No. [protected]), it was being told that some part had to be replaced and it will take a few days, since the same was to be shipped.
3) After 3-4 days, the service engineer came with the new part. However, to our utter surprise, he could do nothing great and the problem remain unresolved. The service engineer assured us that he will notify the discrepancy to the Company. Thereafter, the matter came to a standstill and the complaint remains unresolved till date.

Just to intimate you that your after services are hopeless and the service engineers are not competent enough to rectify the defect. This is not what a customer expects from an AMC contract with your esteemed organization by subscribing to a costly product of LG electronics. Some minor defect in our existing television screen panel has been replaced with a completely non-functional screen panel. It’s really absurd.

As on date, nobody has cared to resolve the complaint and we are left at our own mercy to log, follow-up and close our own grievance.

Considering the above instance, it really pains a lot, since the Television purchased is lying in my house as an idle box.

In view of the above, request you to resolve the complaint at the earliest.

Thanking you,

Yours faithfully,


Santosh Haldankar (Customer)
S-2/28, Shree Dwarkadhish CHS Ltd.
Bangur Nagar, Goregaon (West),
Mumbai 400 090
Tel : 28792199/[protected]/[protected]