LG Electronics — Collapse of My LG TV in 20 Months and Callous Response from Company (Complaint No. RNA[protected] | |
Dear Sir,
Regards,
I have been an LG Loyal
On July 7, 2013 I bought my 32” LED TV, Model 32LN5400, Chasis No. 305PLXA030410 from Sony Mony Electronics Ltd., Anddheri (W), Mumbai-58. I preferred it over Samsung as I am an LG loyal person. My earlier TV was LG Golden Eye, my washing machine is LG and even my PC monitor is LG (I can mail you all the bills). But I feel that this faith of mine on LG was nothing but a blind faith.
My LG LED TV Perished Just in 20 Months
My above said TV went completely out of order last month. After complaint it took the company more than a week to send the technician, who landed at my house on April 6, 2014. He said that there was a fault with the motherboard and he would call me and do the service after he gets the part.
It was Actually Collapse of the LED Screen
I waited for another 10 days and finally followed up myself. After 3-4 calls and further 4-5 days, finally the technician landed up with the motherboard, replaced it and informed that the motherboard was okay and actually it was failure of the LED screen. He told that I would get the estimate for its replacement in a couple of days.
Area Service Manager Said – “I would Try for a Discount”
I immediately called up the area service manager and argued for a free replacement of the screen as the TV was just 20 months old. The manager said that the product was out of warranty, so he couldn’t help. I argued that warranty is for components and the LED screen was not just a component but it was the main unit housing the other components, and the collapse of screen was like collapse of a whole house, and that also within 20 months of purchase. So it should be treated as a rare case and I should be given a free service. The manager then said that he would take the matter to superiors and try for a discount.
I was Told – “Head Office has Rejected the Request for Discount”
Two days later I received a call from the area service manager’s office and was told that the head office had rejected the request for discount and I will have to bear the whole cost of Rs. 13, 368/-, if I wanted the TV to be serviced. After an argument, finally, I retorted that you forget the service, I will write to your South Korea Head Office and India HO and if need be, I will go to court and media also.
Next Day I was Told – “Head Office has Sanctioned a Discount of 25%”
The very next day I again received a call. They said that the HO had sanctioned a 25% discount and asked for an appointment for servicing. I wondered as to how the HO changed its stand overnight. Anyway, I rejected the offer because TV is a stationary object with no moving parts and failure of LED screen in 20 months is merely a product quality issue. And when I have already spent Rs. 30, 000/- for its purchase, how the company can expect me to pay Rs 13, 368/- again for collapse of the whole product in the name of lapse of warranty.
Since I was offered a discount, it was obvious that the company, in principle, had accepted that I was being subjected to injustice. Anyway, I postponed the matter as I had to proceed for a vacation with family.
Your Area Service Manager had Claimed that the Failure of TV was Due to Overuse
I was really shocked, when your Area Service Manager, in the very first interaction, claimed that the TV might have failed due to overuse. What is this ‘overuse’? Can this be a reason for failure of a TV? I am a professor in an engineering college and definitely have ‘some’ knowledge of technology. Moreover, our TV is ‘used’ for not more than 1 or 2 hours a day. Your people in India have been really callous in this matter.
I am Sure that I Deserve a Free Service but am Ready to Bear 25% of the Cost
It’s my earnest request that you look into the matter with due empathy towards a loyal customer like me and take a step that befits the reputation of your company. In principal, I would assert that I deserve a free service for this ‘grand failure’ of LG TV, but am ready to bear 25% of the overall cost and not definitely more than that.
I would like not to go to court or media and resolve the issue mutually. That’s why I have offered to share a part of the overall cost.
Please see the attachment for scanned copy of the bill.
Anticipating your favorable response,
Thanking you,
Prashant Jain
M:[protected]
Email: [protected]@gmail.com Was this information helpful? | |
Add a Comment | |
61%
Complaints
7063
Pending
0
Resolved
4008
+91 12 0256 0941
+91 12 0256 0940
+91 12 0256 0900
P NO - 51,Surajpur Kasna RD, Udyog Vihar, Greater Noida, Uttar Pradesh, India - 110001
View all LG Electronics contact information
Post your Comment