| Address: South Delhi, Delhi |
Dear Sir,
Further to the email and couriers sent to you of my earlier request dated 4th Nov '2010, I would like to update you with the latest status...very disappointing indeed.
Post this mail of 4th November , I got a call from Sanjay and he assured me that he was looking into the matter personally. After constant follow up I was told after a week that now the matter was in the hands of Mr.Subhankar Dev. When after several unresponded calls, I finally managed to speak to Mr.Dev on the 17th of November, he said he would revert in 10 days time, since he was trying to get the door safety switch organised for me. When I did not hear from him or anyone else from LG till the 29th of November, I called up Mr.Dev. To my disappoinment, his phone was picked by Sunil who informed me that he was in some training for two days and asked me to call after 7 p.m. in the evening. I even left a message with him to request Mr.Dev to call me when he could.
My calls after 7 p.m. and several times since then during office hours have not been picked up Mr. Dev.
I have no clue as to what is the status as of now.
It seems my calls and requests are being avoided by one and all.
Kindly advise .
regards,
Rakhi Jain
[protected]
--- On Thu, 11/4/10, rakhi jain <[protected]@yahoo.com> wrote:
From: rakhi jain <[protected]@yahoo.com>
Subject: Appalling Service
To: [protected]@lgindia.com
Date: Thursday, November 4, 2010, 11:03 PM
4th November 2010
New Delhi
To,
The Customer Service officer
LG Electronics, India
Sub : Appalling Service
LG Machine model – WD 8007CI, Serial no –[protected], [protected]
Purchased from Messrs Super Electronics, Gurgaon – vide receipt no – 7943 dated 20th February 2003
Dear Sir,
In spite of repeated reminders and opening repeatedly new complaint tickets , the above machine has not been repaired. Without any person coming to repair the machine the SMS comes that the ticket has been closed. I am writing this mail to you after undergoing a lot of frustration and mental anguish.
Here is the sequence of events;
1. 27th October 2010 – first complaint lodged. In the lodging report, I mentioned very clearly that the machine was not drawing water at the start as it normally does. The ticket no was C10A2703387.
2. 29th October 2010 – Mr. Mohammed (mobile –[protected] visited and diagnosed that the door lock was faulty and needed replacement. He said that the part was not available with him and he would call back by next day by 11:00 AM about the spare-part and future course of action.
3. 29th October 2010 – Nobody visited or called; but I got an SMS message from LG care that the service request was closed and the reason was “Customer will call againâ€.
4. 31st October 2010 – As if this was not enough, got an SMS again from LG care asking for feedback on quality of customer service!
5. 31st October 2010 – Lodged another service request after clearly expressing our displeasure at the way the earlier request was handled. The person at LG care end, expressed inability to “keep the earlier service request open†but promised to open a new one that would result in satisfaction. The new service request opened was – C10A3122902.
6. 1st November 2010 – No visit or call was made by any LG representative. A SMS however was received on 1st November that the service request was closed. Reason for closing as per SMS- “Customer will call againâ€.
7. 3rd November 2010 – A third service request was lodged again and given the reference number – C10B0318426. I also asked for a received the number of a senior person (Mr. Sunil Raina – mobile no:[protected]. In spite of repeated attempts, Mr. Raina’s number was busy for hours. I guess, others like me competing to get Mr. Raina’s attention.
8. 4th November 2010 - No visit or call was made by any LG representative. A SMS however was received stating that the service request was closed. Reason for closing as per SMS- “Customer will call againâ€.
I would like to state the following;
1. I , my husband or my mother was available on all days mentioned above at my residence.
2. I shall not be opening any more service requests.
3. Given the Diwali holidays, I am willing to be reasonable, but would like the call to be satisfactorily closed by 8th November evening.
4. It is obvious that the tickets (service requests) are being closed because somebody at the lower levels is fooling the top management about how “satisfactorily†the service requests are being handled. The funny part is that this person is apparently succeeding in doing this.
I am available at my mobile or residence. You can get in touch with me at my address below;
Rakhi Jain
House no – 17B, K Block,
Saket, New Delhi – 110017
Mobile:[protected],
tel:[protected]
regards
Rakhi Jain
Cc (by courier):
a. Managing Director , LG Corporate office, LG Electronics India Private Limited, Plot no – 51, Surajpur Kasna Road, Greater Noida – 201 306 (Uttar Pradesh)
b. Director (Customer Care) LG, After Sales Service Customer Department, LG Electronics India Private Limited, Plot no – 51, Surajpur Kasna Road, Greater Noida – 201 306 (Uttar Pradesh)
Aug 13, 2020
Complaint marked as Resolved 
I have purchased LG Front loading washing machine 3 yrs back at Nashik . Last month door of the machine was not opening so I registered the complaint on Toll free no and after 2-3 days service engineer came and told that Door switch need to replaced . So we allowed him to replace the same. But as door switch was not available in stock it tooks another 3-4 days to get available . After that service person came and replaced the same but after replacing the door switch other problem started of water not coming in Tub. When we show this to service man he gave the reason of low water pressure . We tried to explain him that it is regular pressure but he was not getting agree. So we check the machine for next day but problem was their. So again we contacted to service man and he told that we need to register another complaint on Toll free no. Which we did immediately, after that service man came after 2 days . After inspection he told that it is happening due to malfunction of front panel ( PCB) of machine. He taken out that unit to service center for checking purpose and after 3 days he came fit the said unit, but machine was not started and shown some error .
Service engineer told that this part need to replaced and approx cost of this part will be 5000/- and also we need to register our complaint to Toll free no .I got very surprised due to durability of LG products because in 3 years machine got breakdoen and repair cost is 20 % of the machine. But due to mental frustration and panic situation i agreed to replaced the same . now its almost 5 days over but still nobody is proactively calling us and giving status of my complaint . Every time service engineer is telling that we have order your part but not received . I have talk to service office manager also but response is very poor.
Is this a regular approach towards customer of LG ? I am totally dissatisfied with the service and competency LG provided for their customer. Now its almost 20 days are over that my machine is under maintenance . I would like to add other experience of other Brand also. Same time my Samsung make Fridge was getting leakage i registered the complaint and very next day company person came and solved the problem. If such service i will get from LG, I will defiantly thing before buying next LG product. I know that company does not matter if they loose small customer like me but defiantly if such service will get to customer one day it will affect the company .
I hope some positive and prompt response will get from company .
My Detail are
Nilesh R Donde .
Contact no -[protected]
Complaint no -
1st complaint no - RNA[protected]
2nd complaint no - RNA[protected]
3rd complaint no - RNA[protected]
Regards,
Nilesh