LG Electronics — Faulty Microwave

Address:

Thane, Maharashtra

I had bought LG microwave in November 2009, considering that LG is the provider of best product and service in the market. However, it was not to be true.I got first problem in October 2010 with pre-heat function. I had used this function for the first time. My microwave made some noise and stopped suddenly while pre-heat function was on.The inner side of the door also melted due to some excessive heat. I lodged complaint in October 2010. LG mechanic visited our place and did some repair and confirmed that the product the now ok. He assured that we will not face problem in future. We asked to test the pre-heat function and confirm. He mentioned that since it takes time, he would not be able to test it and said that we can call him if we have any problem. We went by his words and assumed that the product is now ok.

I used the pre-heat function for the first time after it got repaired only in first week of December. It gave me the same problem and stopped suddenly. I once again complained and same LG mechanic visited our place. He confirmed that the same problem persists and the product is faulty. He informed that in such cases of manufacturing defects where problem occurs within 3 months of repair, the company may consider to change the product. Also, if the product is not changed, he will repair the product without any cost after approval from HO. Days went by and we received no response from him. We called him and he asked to speak to Mr. Prince who is co-ordinating with HO. We have spoken to him several times and he always said that he is awating reply from HO.

Since we were not getting any response, we chose to call the customer care number and seek the response on delay in unresolved complaint. To my disbelief, they have informed that it is closed to the customer's satisfaction (i.e. me) and told that why I am calling after 2 months. She suggested to lodge complaint again and I did the same. The mechanic visited and informed exactly the same thing which I am aware of. I again narrated the entire story and he took the copy of the bill and said he shall write to HO and we need to speak to Prince. I called him day before yesterday and he said it can be repaired only at a cost to us. I was again shocked and did not know what to do. I did not understand that if the product had menufacturing fault as confirmed by your engineer, why i should be penalised about that. My mistake was that I trusted on LG brand.

I have written mails to the consumer care but with no success. Can you help how to take this forward?