[Resolved]  LG Electronics — Refrigerator model no GL-379PEX5.

Address:

403109

TO LG CUSTOMER CARE INCHARGE
PART I …sent on 08 Jan 17
1. It is with extreme distress that I am writing to you regarding the unprofessional and ineffective repair work carried out by LG Authorised Service centre – Macross Tech Solutions, Goa – 21.
2. The complaint is regarding my 3 year old LG refrigerator model no GL-379PEX5. The said refrigerator was not making ice in the freezer compartment and the complaint for the same was immediately registered with your helpline and local LG service center on 10 Nov 2016. The technician who visited said that the pipe needed cleaning and asked me to arrange for the fridge to be sent to their workshop. Despite requesting tem to do the needful at my residence the request was refused. I hired a small truck and some men @ Rs 500 and sent the fridge with the technicians to the service centre.
3. The refrigerator was with them for 2weeks till 25Nov16. It was sent back to me by the centre on 25 Nov 2016 afternoon. I was charged for the following vide invoice no 7869 dated 25.11.2016
i. Drier – 5851J2001X = Rs. 325
ii. Gas Change = Rs. 750
iii. Pipe and Rod = Rs. 200
iv. Service charge = Rs. 550
Plus a payment of Rs 250 to tempo for ferrying the refrigerator
3. On running the refrigerator I found that the problem was not resolved the complaint for the same was again registered with customer care RNA[protected] . The visiting technicians said that the gas will have to be refilled and when I refused to pay any more for transportation they agreed to bring their cylinder and do the needful at my home. Why was this not done at the first time? I ended up spending money on transportation which was unnecessary. After doing the needful the technicians installed the refrigerator and left. While the ice began to form by it would melt each time there was a cut of resulting in spoilage of my food items stored in the refrigerator.
4. The complaint was again registered RNP[protected] on 03.12.2016. The authorized technician Mr. Siddesh then suggested replacement of PCB EBR74764801 the same was ordered and replaced on 28.12.2016. I was charged Rs 2468 invoice no 8996 dated 28.12.16. Despite the change in the part the fridge continued to have problems.
5. The complaint was again lodged with customer care RNP[protected] on 05.01.2017. The visiting senior technician Mr Damoder now suggested replacing the relay switch. By now I was convinced that your men were just doing hit and trial with my fridge but decided to go with his advice. On 07001.2017 at 330pm Mr Damoder replaced a couple of parts. I told him that I would make the payment only after testing the fridge. By night time I found whatever little freezing was happening had also stopped and for the second time all the food material in the refrigerator had to be discarded at a considerable financial loss to me.
6. I called the 24 customer care number at 5 am in the morning as I was worried but was told that the complaint had not been closed by the Service Center and they could not reregister my complaint. After 0800h I tried calling both the centre manager Mr. Santosh and Mr Damoder but the formers phone was switched off and the latter did not pick up his call. I had to call the customer care again and spoke to Mr Vipul at 0820h requesting to reregister the complaint. He expressed his inability to do so . I then requested him to get a senior executive on line. He said he would arrange a call back between 0900h to 1000h. It is now 1130h and I have not yet received a call. I also got through Mr Damoder at 0900h and apprised him of the problem. He said he would talk to his manager and get back to me. Two and a half hours have gone and no response yet.
7. Now I am at my wits end and upset that a 3 year old refrigerator of a reputed company LG is causing so much trouble and your service centre is not able to resolve the same even after 2 months. I need the company to look into the matter with utmost urgency and get the problem solved ASAP without any more financial drain to me the customer.
Regards
Ashok Rai and Neena Rai
Part II in continuation…. Sent on 12 Jan 17.
8. After receiving no call back as promosed and no response from the manager as well as technician I again called the customer care on 07 Jan 2017 at about 1900h and insisted on getting the contact numbers of LG Area in charge Goa. I called Mr Arun Chenangi the same evening he said he is travelling and will get back to me on Mon, 09 Jan 2017 by 9 am. I waited for a call from Lg representative but finally had to call up Mr Arun at about 0930h. He assured me that he would look into the case and get back to me. After waiting for about 3 hours with no communication as usual from the LG side I again called up Mr Arun who told me that he has discussed the case and someone would be reaching my place by 1230h the same day. In todays age of rapid communication I fail to understand why can’t some communication take place from LG side!
9. To my further distress the same technician Mr Damoder was sent along with one more personnel. They again went about taking out different parts of my refrigerator discussing the case on phone and doing the usual hit and trial. After watching them closely for about 5 hours I knew with conviction and extreme distress that they have reduced my refrigerator to a comatose piece of equipment. They then said they wanted to take it to the work shop. I insisted that they provide me with and alternate refrigerator. At about 6pm I was given a much smaller refrigerator to tide by while my refrigerator was carried away to the workshop.
10 During the entire period I kept insisting that a written summary should be provided to me regarding what all was being done to my refrigerator but again this was not done by the manager. Four days later I got a call from Ms Juliet that my fridge is beyond repair as the part that needs to be replaced is no longer being manufactured by LG. She said a compensation of about ERs 12000 can be provided to me in lieu of the fridge. Now this is extremely shocking that a 3 year old fridge from a reputed company like LG which would today cost me about Rs. 50000 can be reduced to a piece of junk by their authorized technician and service center for a minor cooling problem and I am being offered a pittance. I told Ms Juliet that I should be given a replacement for my refrigerator as it was spoiled not by the customer but by authorized service centre. After that there has been no communication from her or any other LG representatives from Goa for last 11 days.
11. On 17.01.2017 I revieved a call from Ms Neelam who said she was a representative of LG Pan India Escalation . I gave her a complete brief about the problem . she said she would call back which she did and told me that now the spare part is being procured from Korea and would be with the centre by 20 Jan and my fridge would be repaired by 23 Jan 17. I told her that I would also like a written communication regarding the exact problem and parts being replaced. Today is 23 Jan 2016 the day my fridge was to be repaired. I still haven’t received any communication from LG.
12. I think I am entitled to be kept in the loop regarding what is going on with my refrigerator. Is it too much to ask that a message or whatsapp message or emai lor phone call be made by LG. Also I am quite inconvenienced by all this and would like the issue to be resolved soon. 9 Nov 2016 to 23 Jan 2017 is a very long period for a customer to be kept waiting !!!
PART III …….Sent on 03 Feb 2017
13. It is today the 3rd of February 2017 and I have not received any intimation regarding the status of my refrigerator barring a call from customer care asking me about the status. I told the LG Customer care executive that if I knew the status I would not be writing the mails.
14. I have sent mails regarding the same to [protected]@lge.com on 23rd Jan 17, 25th Jan 17 and two mail on 30 Jan 17 and the response has been only a computer generated identical mail each time which I quote:
“Dear Customer,
We acknowledge your concern and we have forwarded it to our branch office.
For any further assistance please call us on[protected] / or write to us at www.lg.com/in
Earnestly soliciting your patronage and assuring you of our valuable services at all times.
Thanks and Regards
LG Service”
15. Im really at my wits end as there is no other communication from your end. Don’t you think the customer has a right to be kept in loop regarding her product which she purchased with full faith in your company.
Hoping for a more effective communication and early resolution of the problem as nearly three months has lapsed.
Regards
Neena Rai
03.02.2017
Verem, Goa