[Resolved]  LG Electronics — My LG Refrigerator "Manufacturing Problem"

Address:

Gurgaon, Haryana

Hi, My name is Shveta Joshi, a resident of Gurgaon, Haryana and a frustrated LG Customer. Before writing to you I would like to bring to your notice that I have made several communications with LG customer care as well as their Senior Officials but of no use, so today I am writing to you in great hope that my problem will be addressed and resolved through your intervention. I bought an LG side by side door refrigerator in January of 2010 which cost me Rs. 50, 500. I bought this costly and big refrigerator keeping in mind the needs of my family and also as a long term investment. This year in July 2014 this fridge started giving me a trouble with cooling and in 2-3 days the cooling completely went off. I called up customer care of LG and lodged a complaint with them (Complaint number RNA[protected]. After 2 days a Service Engineer visited my place and changed a small part and cooling started again but he found out that the fan and the motor of the fridge were not functional so he changed them both but it still did not work. So, he informed their technical team and after 2 days their technical person came by and detected that there is an issue with the internal wiring of the fridge which is a manufacturing issue and it can not be repaired as the fridge is made that way. He then escalated the issue with his senior team and I also escalated the issue with the customer service department. After few days I got a call saying that they can offer us a settlement of 15% (Rs. 7, 500 approx) against this fridge and nothing more can be done. I was really surprised and angry at how a company like LG fools its customers like this. Why should I suffer for the manufacturing defect? I spoke to their senior officials and again in between the fridge stopped working. I lodged another complaint with the head office on 11th September and after 36 hours on 13th September the technical guy visited my place who detected that the compressor had stopped working and needed to be changed. I called up the customer service on 13th September and requested for the same (Complaint number RNA[protected] and finally on 15th September LGfinally arranged and changed the compressor. My fridge started working again but with limited cooling as the motor and fan issue still exist and because of that cooling wont get distributed to the entire fridge. Meanwhile I spoke to the Area Service Manger and told him about the entire situation and he thankfully sent me a back up fridge on 14th September which we are using now but unable to keep all our stuff in it because it is comparatively smaller and instead of 4 there is just 1 door tray in it so we have no space to keep water bottles etc. Anyway, again on 16th September the cooling stopped and I called them up again. The Area service manager Mr. Arvind Agarwal sent a technician to my place. This guy did all the cleaning of the pipes and re-filled the gas in the compressor and fridge started working again but with very less cooling. It is still working but with the same fault of internal wiring because of which cooling is nit properly distributed. Mr. Agarwal (Area Service Manager) spoke to his senior authorities and offered me a revised compensation of 35% which becomes Rs. 17, 500 approx. Now my request is for someone to re-look into this entire matter because a fridge which cost me Rs. 50, 500 four years back is now available for approximately Rs. 60, 000 in the market. In the amount offered to me I won't be able to buy any decent fridge which would fulfill the requirement I have at home and moreover I spent so much money keeping in mind next 15 years and not that after 4 years I will suffer because of LG's manufacturing faults. I would really like you to intervene and get me either a similar fridge as replacement or a new piece or get me my money which I spent i.e. Rs. 50500 so that I can buy a new fridge for my family. I am hoping that you look into this matter and help me find out a solution so that I don't have to pay for LG's mistakes. I am sharing Mr. Arving Aggarwal's mobile number with you (+[protected] and his email id is arvind.[protected]@lge.com. Hoping to get a positive response from you.