[Resolved]  LG semi - automatic washing machine — WORST after sales support

I have been facing problems with my washing machine since past one month thanks to LG after sales support.
One point worth mentioning here is that there is no mechanical failures, only smaller things like pipe, buzzer etc and it is taking LG forever to correct these. I really wonder what would happen if some serious/ important part failed.

One piece of advice for people reading this - DON'T BUY LG - Horrible support team, unprofessional people, casual approach. NO FEEDBACK for your complaints. Its just not worth it.

Following are my mails to their regional head and the local service station who attended to me.



From: [protected]@rediffmail.com
To: [protected]@lgindia.com
Cc: [protected]@lgindia.com
Subject: PATHETIC After Sales Support

Sir,
I have been facing problems with my LG washing machine, details of which are as follows,
Model no. WP-9003
Serial no. W93A302IL015525IN

PROBLEMS
1. The drainage pipe has ruptured
2. Buzzer has stopped working
3. The rear fiber/plastic panel has broken off

I registered complaints regarding the same MORE THEN ONCE, details of which are as follows,
Complaint date: 08 MAY 2009
Complaint No. : N9C50803281

A technician from Decent Services visited and after the visual inspection I was told he didn't have all the requested parts and that he would get the same on Monday. He didn't turn up either on Monday or any day after that.

Complaint date: 12 MAY 2009
Complaint No. : N9C51208719

This technician re-iterated whatever I was told by the first one. No fruitful outcome

Complaint date: 12 MAY 2009
Complaint No. : N9C51208724

The third technician again inspects the machine and I hear the same thing again. No parts.

Upon talking to his senior, Mr.Soni, I get a very intelligent piece of advice, "Machine can run without the back cover". I hope LG takes note of this brilliant cost cutting measure and act on Mr. Soni's advice for the benefit of all.

I gave Mr.Soni my email address and asked him to mail me the following,

1. EXACT date and approx. time by which he'll be able to send over a technician carrying all the needed parts.
2. Total Cost, including the part costs and service charges.
I was assured by him verbally, that I'll have the information with me positively by evening (14 May 2009).

I AM STILL WAITING FOR HIS MAIL.

This episode has totally put me off the LG brand. So much for the 2-1-1 policy. I would really appreciate if LG walked the talk.

Abhinav Yadav

From: [protected]@rediffmail.com
To: [protected]@lgindia.com
Cc: [protected]@lgindia.com
Subject: PATHETIC After Sales Support

With reference to my earlier communication to you regarding the horrible state of affairs at LG service and support, I am sorry to say but there is no respite for me.

The technicians from DECENT SERVICES, Mr. Kanhiya and Mr. Amit attended to my machine, did whatever was required/requested on 18th May 2009. However, during the chemical wash they damaged the net/bag (supposed to hold the dirt, present inside the tub) and the tub could not hold water anymore!! It rained automatically. I was then promised it will be replaced on 19th May 2009. Apart from the bag, I requested them to get me an extra pipe at the MRP.

I really am not sure what kind of calender is being followed at LG India, because its already 23rd May 2009 and for them, 19th is still far away. Apart from being totally casual and unprofessional in their attitude, DECENT SERVICES doesn't even care to inform me about the status of my complaint.

Not losing hope, I registered my complaint with your helpline once again (the 4th time during this entire episode), and was given the following complaint number,

Complaint No. N [protected]
Complaint Date: 21st May 2009

I wonder how many more days will it take for LG to respond and rectify their own mistakes. Like I already mentioned, this has totally put me off LG, it does not matter if you make good products. What matters is how you value your customer, his time and money. From the signs I have been getting, I am NOT going to buy an LG product EVER and also make sure my friends and family members don't end up harassed like this.

And just like the previous time, I am expeccting no reply from your side, but I need to do my part. Also do visit the below mentioned link, LG has some presence here https://www.consumercomplaints.in/?search=lg which is testimonial to the kind of after sales support LG provides.

Just to clear things up, I want the following done immediately, ( if LG values customer complaints)
1. Replace the damaged net
2. Rectify the problem regarding the drainage problem


Abhinav Yadav