[Resolved]  LG Electronics — New LED TV malfunctioned and customer service did not respond

Address:

Thiruvananthapuram, Kerala

Hi All,

I have purchased a 49 Inch LED TV from Nandilath G Mart Trivandrum Kerala less than a month ago (On 15th August 2015). The model number of the product is 49LF540A. It was connected using Asianet HD connection via HDMI. On 13th Sunday there was no picture on the TV and I suspected the set top box and took it to the Asianet service team and made sure it is working. I came back home and connected again but still it is not working. I tried using AV cord and then I was able to see the picture but there was no sound. I connected the AV cable on my home theatre and made sure the set top box is working fine. I concluded that HDMI ports are not working and even the sound is not working. I have contacted LG support on Monday 14th September 2015 and registered a complaint and I got a reference number RNA[protected] and assured me that a technician will call me in 24 hours but nobody called me. They have provided with a phone number to reach the technician and the same number [protected] (Apollo Systems) sent to my mobile phone as SMS but when I tried that number it says am dialing a wrong number.

HERE IS THE THING IS THAT THE LG PRODUCT I PURCHASED WAS A SUBSTANDARD ONE AND THAT’S THE REASON WHY IT GOT FAILED IN LESS THAN ONE MONTH.

I tried reaching out to the support again as 24 hours of wait time is over, they assured me that a technician will reach out to me in another 24 hours and will fix it in 72 hours. So far no contact from their side. I have had a bad experience on the same day I purchased this product where the team did not provide me with the wall mount, next day they said the wall mount is out of stock. Finally I got it after few days. So I am expecting such kind of irresponsible support . I could accept the delay in providing the wall mount as the table stand was enough to solve my issue. But this time I would like to take up this issue as I am expecting similar kind of lazy or irresponsible response. This is the first time am using LG product and now I realize the value of Samsung service team because I have couple of Samsung TVs at my home town. I have called LG support (This is the third time am calling them and I got the same reply as we will send a reminder to the service team) and still no use. When I asked about the next escalation contact, they said they will give me the contact for area sales manager but that will be after 72 hours. Now the only option left is to wait till tomorrow to get the 72 hours complete. If nobody responds even after 72 hours which you guys are committing, what kind of action is going to be taken?

Today is the fourth day I am contacting LG customer care. I have claimed that the 72 hours which customer service committed to fix the issue is over and asked for the next escalation point and they gave me a land line number which is[protected]. I have dialed the number and a lady picked up and gave me a vague answer that the technician will call me “Maybe tomorrow or day after tomorrow”. Then dialed the Area Service Manager Mr. Selvan on [protected], he sounded like very polite and told me that this should have never happened and assured me that a technician will reach out to me between 4 and 5 Pm. But his commitment was just words and I dialed him again by 5.20 and ended up not picking the call. I tried again and found he is on another call (Which means he is in a position to make calls), I have tried reaching out to him until 6.30 pm and If I am not wrong, I have made over 20 calls to him. Surprisingly he started disconnecting my calls without giving me an answer on what exactly happening, what is going on or what is the next step that I can take. I feel ashamed of calling this guy as a manager as he is such an irresponsible employee should not be serving a reputed brand like LG if you people value customer satisfaction.

Then I have checked with my friend who is working in the middle east as HR manager for LG. and He helped me escalate the issue from his side. If nothing works, I feel like throwing this big piece of crap into the service office and take it to the social media to let all know how LG customer service takes care of the customers and behaviors of dump Managers.