[Resolved]  LG Intellowash 6.5 Kg, Wf - S 7512f — WASHING MACHINE UNDER REPAIR FOR 3 WEEKS AND LG SERVICE NOT ATTENDING TO IT EVEN AFTER 3 COMPLAINTS

Address:

Gautam Buddha Nagar, Uttar Pradesh

August 30, 2011

To
Customer Service Department,
LG Electronics India Pvt. Ltd.,
Plot No 51, Surajpur Kasna Road,
Greater Noida - 201306 (U.P.)
EMAIL: [protected]@lge.com

Ref: LG has not attended to complaints lodged 3 times in 3 weeks for the repair of top loading washing machine model “Intellowash 6.5 kg, WF-S7512FN”. This machine is out of warranty.

Sir/Madam

This is with great regret I am informing you that your customer care has become completely useless and your organization does not care anymore about attending to customer complaints at all.

My family has been a loyal LG appliances user for the past 5 years (We currently have 5 appliances of LG make at home and we have had 3 more appliances of LG make in the past).

I have for the past 3 weeks trying to get our LG top loading fully automatic washing machine repaired. The following is my experience. Kindly go through this and let me know my fault as a consumer.

1.) On my first compliant 3 weeks ago I did receive two calls from LG engineer in my cell number and since I was in meetings I took the call and told him to call my alternate number. But the engineer did not call my residence number (which was also furnished to LG customer care & it is in your records) to undertake the repair. Since my parents and servants are always home this should not have been a problem and the repair could have done on time.

2.) I then followed up and lodged another compliant last week but I did not receive any call from the service engineer or from the customer care as a follow up.

3.) I called LG customer care a third time yesterday and I was attended to by an executive called Mr. Khalid at around 4.30 pm. When I gave my mobile number and home address he tells me that there are several profiles in the system and which one should he use. He asked me if I was calling from Muzaffar nagar in UP. On my clarification that I already informed him that I am from NOIDA, U.P he informed me that he was still looking in to the system. I asked him to make me speak to floor supervisor. I was put on hold for 12 minutes. Then he disconnected the call.

4.) I dialed the customer care number immediately and I was attended to by Mr.Yogesh and he was kind enough to apologise and he lodged my complaint at 5 pm vide ref no: RNA[protected]. I narrated my ordeal of the past 2 weeks and the customer care executive assured me that he will ensure some senior will call back in 2 hours to address my complaint. He took my cell number.

5.) Till now 28 hours has elapsed since my last complaint. Neither has any senior called from LG customer care nor any service engineer bothered to attend to my complaint. So much for the promises by LG’s customer care call center.

6.) I called the LG customer care today at 7 pm and I gave the reference number of LG complaint no:RNA[protected]. The customer care executive instead of listening to me insisted that I give my cell number, then my alternate contact number, then house address and then land mark etc. I told him that since I am giving the LG complaint ref. number he can stop asking me questions and get to the point. After all the delay he informed me that no one called me because as there were some technical glitches in the system. I asked him if these glitches have been there for 3 weeks that no one bothered to attend to a complaint. I asked him to put me on to the supervisor. He did not do so. I banged the phone down after giving him a piece of my mind.

The quality of LG customer service has gradually slackened in the past one year. I have had similar experiences while getting our LG TV repaired last year.

But in the past LG customer care was the best that I had experienced among white goods companies and it was a pleasure to deal with them. The quality of customer care has since slipped and slipped badly. It is time your team took stock of situation before the brand erodes further. Customers like us have choices of other brands and we will be forced to take those options when the next purchases are made.

I HOPE THIS EMAIL FORCES YOUR TEAM TO THINK & ACT IMMEDIATELY. I WOULD ALSO REQUEST THAT ACTION IS TAKEN AGAINST MR.KHALID IN LG’s CUSTOMER CARE CALL CENTER.

KINDLY REMEMBER THAT PROMISES HAVE BEEN BROKEN BY LG.


With deep regret of being a LG customer,


Yours truly
SATISH
email: [protected]@gmail.com