LG Electronics — AC shifting not done correctly & Pathetic customer service

Address:	400708
Website:	LG.com

Hi,

While i am writing this email out of sheer frustration and angst due to poor and pathetic service from lg. Would urge to go through this long email of mine. Apologies for taking your time for this.

Only expectation i have appropriate action is initiated and i am compensated for the trauma i have gone through in last 2 days.

My contact details [protected]
You will be able to get my account details with this number.

I use multiple products from lg and love the brand. Hence all electronics appliances in my both house is of lg including cell phones. With the experience i got today i am regretting why did i choose this brand and recommend my friends and family as well all the time.

I called your customer service on fri 14th april morning for shifting my ac for which the lady registered request for dismantling and asked me to call back once the technician is here for installation at new house as it is right next door. I requested for early schedule then 48 hrs as needed to vacate the house next day. She responded they would come in 24 hours and take care of it.

Since then i have been following up with your customer service number with no resolution but just listening to robotic statement all the time. Kindly go through by call history and call recording to experience it. If you are not able to get the recordings by any chance which i feel is very rare scenario as customer service we are expected for 100% call recordings. Do let me know i have all recording for my interactions.

After couple of attempts the next day i get your local dealers number "shree enterprise" who would be sending the technician (I do not how did lg tie up with such pathetic dealers).

When i call them the only answer i get the technician with call you and come in next 1 hours time. Since saturday i am just waiting for that one hour to finish. I can't recollect the number of calls i made to them in between saturday and sunday. All in vein as yet no one has visited. All my saturday went in this and i did not get any other answer from them

They gave their technicias number named nitish on saturday when called he said he would come in 2 hours which he never showed up.

After 2 hours another technician ali calls up saying he would coming but would take another 2 hours this is happening at 4 2 in terms afternoon. This person did not have courtesy to call and say he is getting later as when i call him at 4 he say wi come by 6 as the work has delayed.

My saturday is gone in this and in between calls made to your customer service also was waste as they said we spoke to the dealer and they are se ding the technician in an hour.

Sunday morning i call up shree enterprise and they say he will come in and hour and no one shows up.

This would have been the longest hour of my life. I don't know which time do lg and team follows as it has not come in last 72 hours as per my clock which i follow.

Frustrated i call up customer service to speak to a senior and the person on call tries to help by asking the issue again. I politely explained him and he did the same thing assuring technician will call and come soon. This assurance is worst then any political person speech.

No one calls not turns up. I called up again and asked for senior they disconnected the call. Again i call again they disconnected. This happened at least 5 time. Have not seen any local customer service also dealing with their customers like this. This is the most unprofessional "oh using a heavy work here". I don't think lg knows what does professionalism means or would not have such goons sitting out to take calls.

Seriously if i would have outsourced to such vendor i would have terminated the agreement right aways for treating my customers like this and fired those people.

My sunday is gone with waiting for technician as he said and come by 6 and shree enterprises saying we will send asap. As my last hope of lg customer services doing something g was gone.

No one had courtesy to call and say they are not turning up and my day was wasted just waiting for technician to come.

My loss in this 72 hours.

* pay additional 2 days rent to the flat owner i vacated as i was not able to handover the key.
* he did not give the deposit money as the key was not handed over which in turn got would get my chq to dishonour to my new flat owner as i am yet to get the deposit money.
* time wasted waiting for 2 days back home and not doing any of my pending work as the one hour is not over yet.
* health issues due to anger, anxeity, tension, frustration for me and my wife.
* high phone bills due to multiple touch points just to get a technician
* pay additional money to the new tenant who was suppose to occupy the place to manage for another 2 days.

False commitment, no clarity, not following the tat is what this has created and does follow under poor customer service and harassment to consumer.

Person finally came to uninstall the ac. Technician names arjun.

I called the customer service to book request for installation as the executive had told earlier. Arjun denies to install as he says he is not appointed for it and need to wait for someone else to come.

With no other option i had to wait. Afternoon technician comes at 3.30 (Not dressed as lg technician do) names abbas and messes up further. He took 6 hours to install the ac and i had to wait back home just because of it and could not go to office.

He made multiple holes in the wall and did not fix it properly. He cut the 12 ft copper wire i had in half and later realized he has cut it too short and it is not fitting now. Too time to go back and get new wire for installation.

Pathetic work done by him as he did not even tape the wires and n left it hanging in the bedroom as is. When asked to do he says he is not having the tape with him.

After he leaves within in 5 mins the ac started leaking and i had to call him back. He came and said cant do anything right now and will ask him senior to come tomorrow to do it for me. While he said this he released the gas which i had recently filled by paying 2500 during the service 2 weeks back.

While the senior come today morning after me following up and making couple of calls. He comes and says the condenser is damaged. I was surprised as the ac was working absolutely fine and did not have any issue.

While the guys were fitting the ac i did hear noise and did tell him it was damaged by the technician who was fitting it yesterday but he denies and says he will get it replaced in warranty.

When i raised my voice saying it is not a favor and he is doing just because it was damaged by the technician who was working on it yesterday.

Finally add to my angst he says it would take 3 days for this and ac will not work till then. I had to raise my voice and ask him to get it working for next 3 days till the time it is replaces.

He was more concerned the gas which would be filled would get wasted when the condenser will be replaced and no concern of what the customer is going through. I would not pay the labor charge for replacing the condenser as it has been damaged by the technician.

Such pathetic experience i have never ever experience with any of my products.

Call center supervisors committed call back from manager twice which i have still not received and waiting for it. They deny escalation which is against the consumer law.

Can some call and take care of this for me.

Regards,

Ritesh reddy
[protected]