LG Electronics — Faulty product and unethical behavior

Address:

Faridabad, Haryana, 121005

Last year, I bought three split ACs from LG showroom in Faridabad. Out of those 3 ACs, two were inverter AC and one was 3star non inverter AC.

The inverter ACs were working fine but the third AC was not giving the sufficient cooling, as a result we raised the complaint to LG customer care. The executive who visited us said that the AC is working fine and we should not expect the same cooling from non inverter AC as that from inverter AC even though all three are of 1.5 ton capacity. The 3star non inverter AC was installed in our guest room so we hardly use that and hence we closed the complaint at that time.

Last month I got all three ACs serviced from LG executives and have raised the same concern that this non inverter AC is not giving sufficient cooling. This time also I got the same revert that nothing is wrong with the AC.

Last week I got some guests at my home and I found that the non inverter AC is not even cooling 10% of the inverter AC. So, I raised the complaint to LG service center again. This time also the executive claimed that there is nothing wrong with the AC on which I argued and asked him to take back this AC.

Post that he further examined and said that there seems to be some leakage problem and there is no gas in the AC. He transferred the complaint to the concerned team and the executive came for gas refilling. He refilled the gas and asked us to sign the document that the complaint has been resolved. As there was power cut at that time we didn’t check the AC cooling and assuming that the problem would have been solved we signed the document.

The next day when we checked the cooling, we faced the same problem as there was some sound of leakage and slight smell in the room. Also, the AC was not giving the sufficient cooling. We called that executive again and asked him to recheck the AC. He revisited and on further examination he claimed that the internal pipeline is faulty and there is no issue with the Air conditioner.

Now, having such repetitive bad experience with LG customer service executives I don’t trust the problem shared by them that I should get the whole underground pipeline checked.

I have a serious concern with the LG customer service team and I want justification from you that if there was an issue with the pipeline then why the same has been highlighted so late. Also, I need the confirmation from the reliable source (as I don’t trust the LG customer care executives any more) that there is no issue with the AC and the pipeline is faulty. For that, either install a new AC in the same room or reinstall the same AC in some other room (in which I had the underground pipeline) to assure that the AC is giving sufficient cooling.

This is of big shame for the brand like LG wherein the customer is getting fooled by the executives multiple times.

Looking forward for quick and positive action in this regard.

The details are given below:
Shop Name: Kishan Lal and Co. 15-16
Shop Address: 2A 12BP, 1&2 Chowk, NIT, Faridabad
Bill # 476
Purchase Date: 10 Jun 2015
Customer Complaint # RNA[protected]
Model # LSA-5NP3(1.5ton.3*)
Customer Name: Kapil Aggarwal
Contact # [protected]