LG Electronics — Poor response by Local Service Provider

Address:

Thiruvananthapuram, Kerala

Dear Madam / Sir, Regarding Repair of Washing Machine-Model:F 1403 RDS 29. It was during the period end-Sep / early Oct 2014, that i made a request (online) to you for attending to my afore said W/M which was making exceptionally loud noise during spin. YOU SHOULD BE ABLE TO LINK UP AT YOUR END AND CONFIRM. Your appointed local Service provider, Appollo Systems, sent a representative after a day or so. In appearance he seemed just out of college / high school and did not instill the confidence in us of his abilities. He worked the machine for a few minutes twice and observed the noise level. He then declared that the machine had to be opened to investigate the possible cuase; saying at the same time that the 'bearing' needed replacement and all this could be done ONLY at their workshop. I then received a call on behalf of Appollo Systems, asking me to cart the Machine to their place whch is approx 7 to 8 km from my residence. I pleaded to him that at 73yrs and being fairly new to the city, i would be subjecting myself to lot of physical hardship in, first, getting hold of a suitable carrier / transport and, then having to also accompany the machine separately in a public transport. Besides the physical effort, i would also have to incur an expenditure of a minimum of INR 1000 - to and fro. Incurring such an expenditure, I would also be subjecting myself to their mercy to pay up whatever amount they would subsequently quote for the repair/replacement of parts. My plea to have more detailed investigation at my place fell in deaf ears as they insisted in the machine being taken to their site. Sure enough, like clock-work precision, i received a message from you, indicating that the coplaint was closed since the customer refused to take the machine to the Service Centre. I was left wondering whether you really are for 'CUSTOMER CARE' or for taking care of the interests of your service provider. I simply gave up because it is dificult to fight corrupt and inefficient systems/organiastions, especially at my age. Having given the better part of my life in the service of the country, most of it at inhospitable places and under uncongenial conditions of living, it pains me that even the 'customer care' cell of a reputed Company can be so insensitive to customer sensibilities. It is indeed a matter of shame for me that i have to experience such things. What hurt me even more is, that you never even bothered to follow up with me as to how i am managing with a defective machine. It is afterall your product - LG PRODUCT. It is only a reflection of the total degradation of human values that has set in. Having said all this, my earlier apprehensions and fears were proved right when, on a separate complaint lodged to you by my son(on a short visit) Appollo Systems deputed another person (23 or 24/01/2015) who came over to inspect. He found that merely two screws had come off (on top) due to which excessive vibration and noise was being created. The srews were put in place and the whole exercise was completed in 15 minutes time at my residence. What do you have to say about that?...My Fridge and W/M are now due for replacement. Can you even dream that i will opt for an LG make. Not only me, but none of my relatives / associates will make this mistake. I wish you well in your efforts to look after your Cusromer Service Providers. Regards, Colonel L. Padmanabhan( Retd.) Address: Flat No. B -1, Block 2, Samson & Sons Apartments, TKD Road, Muttada Post, Thiruvananthapuram – 695 025 Mobile: +[protected] Email: [protected]@yahoo.com