LG Electronics — Refund and Compensation for non delivery of product and services

We (My wife and I) decided to have a kirtan at our new built home this Navratri on 26th of March hoping to get 70+ guests, So we have planned well in advance for this and to avoid the suffocation and heat and humidity I have ordered a 1.5 Tonn Split AC from LG.com/India on 6th of March (20 days before the scheduled event) against order # [protected] which was duly delivered on 12 March and on 17 Akram from Coolcare (LG Service Associate) came at my home for installation. He unpacked and installed the Indoor unit first, then when he unpacked the Outdoor unit he found that the installation kit was missing from the package despite mention on the packaging. When I asked him about its cost (i[censored]pto few hundred I was ready to pay for that out of my pocket) he said 380+ GST per feet while there was 10 feet of installation kit should be there amounting to approx 4000. For which he informed his senior Mr. Saurav and also informed LG customer care about the incident.

I have the recording of the call, at first she blamed it on me that I must have misplaced it, but when I told her and the Mechanic Akram Confirmed that he has unpacked the product till then it was properly sealed. After his confirmation she started to say that and please emphasis it that "Although it is mentioned on site as well as packaging but this model does not come with installation Kit so I need to purchase it additionally" but when Akaram confronted her and told that this model do come with it and in my case it is missing from the packaging so she said that she cannot help with it and we need to raise the matter with ASM (I dont know who he is) when I asked for his number she again refuse to provide saying that Akram will manage by his own.

So Akram left my home saying that he will discuss it with his Senior Mr Saurav, who subsequently called me and told that I need to return this AC and get the refund issue for this as he cannot help me in this matter as he is a third-party associate only.

Since then I have tried to register my complaint more then 15+ times via various channels including Customer service, Website, Email, FB Page and somehow I got 2-3 contacts of LG Service of my area so via call and whatsapp to them also, but till 0 response from there side.

Not a single time anyone from LG officially Called or wrote to me let alone the engineer visit. it's always same response :

"We have escalated the matter with our DEDICATED / SENIOR TEAM and they will get in touch with you within the next 4 working hours."

It has been 25 days now that event has been passed and all the relatives and attendee has bear the discomfort of heat and suffocation due to lack of service by LG and we feel quite insulted and ashamed due to this.

Luckily the weather was pleasant in Delhi due to which there was no serious problem to any attendee other wise either we have to cancel our program or there was sure going to be some medical problems.

Now I am totally disappointed by the unprofessional ways of LG as Not a single person in such a large company is responsible enough or concerned enough or care enough to connect with me for resolution. I am really amazed at the work efficiency of this organization.

Even though I have warned them in written that if this situation continued then I will be forced to report the matter to the authorities but still 0 response from their side.

This shows how insensitive and tyrant a multi-national organisation can be towards a poor alone customer.

After all this when I have even requested them to as they are unable to provide service then please arrange a pick up of your half-installed item and issue me a refund as after this fiasco I do not want to have any LG product in my home. If this is the state of affairs during an ongoing sales God only know what nightmare and horrors awaits for me if I needed after sales service. But this time too I got zero response like always despite many follow ups.

So now I want consumer court to teach a lesson such ignorant corporations that in India they have to follow proper sales and service protocols and I demand a generous compensation for all the mental, emotional, physical and financial trouble my family and I have been through during past 24+ days and still going through along with the full refund of the sale amount.

One more thing the item is huge in size and is eating up precious space in my small 1 BHK home, which is causing a lot of problems due to this since last 18+ days and I cannot anymore take care of it and held responsible for its condition, so please arrange its pickup ASAP.
Was this information helpful?
No (0)
Yes (0)
LG Electronics customer support has been notified about the posted complaint.
Verified Support
Apr 11, 2023
LG Electronics Customer Care's response
Dear Customer,

We understand how inconvenient this could be and sincerely apologize for the same. Please share your contact details with us and we will get in touch with you soon to address your concern.

Regards,
LG Customer Support Team
Apr 12, 2023
Updated by ckkatyayan
Just check order details of Lg.com/in order # [protected] you will get all the required info for contacting me.
Apr 12, 2023
Updated by ckkatyayan
Or You may contact me at [protected]@hcit.in
Apr 17, 2023
Updated by ckkatyayan
Hi,

Hope you will be fit and fine and most importantly ALIVE, unlike LG India Support/Sales/Service staff which looks like is DEAD as they failed to my 25+ interactions (Mail/Calls/Chat/Emails) respond in 30+ days.

So if you know someone in LG India who is alive and cares to do his duties please forward this message to him. Either he will respond or else he is dead like others in LG India Vertical.

https://www.consumercomplaints.in/lg-electronics-refund-and-compensation-for-non-delivery-of-product-and-services-c3408900

https://www.lg.com/in/split-ac/lg-rs-q19jnxe-split-ac Order # [protected]

Reference No : GCP[protected], Date : 21/03/2023 15:04 13, Type of Inquiry : E-mail to CEO

Reference No : GCP[protected], Date : 20/03/2023 11:37 18, Type of Inquiry : New Products

Reference No : GCP[protected], Date : 20/03/2023 11:32 26, Type of Inquiry : New Products

Regards(Not so Much, just Customary)
Chanderkant Katyayan
Apr 17, 2023
Updated by ckkatyayan
Hi,

Hope you will be fit and fine and most importantly ALIVE, unlike LG India Support/Sales/Service staff which looks like is DEAD as they failed to my 25+ interactions (Mail/Calls/Chat/Emails) respond in 30+ days.

So if you know someone in LG India who is alive and cares to do his duties please forward this message to him. Either he will respond or else he is dead like others in LG India Vertical.

https://www.consumercomplaints.in/lg-electronics-refund-and-compensation-for-non-delivery-of-product-and-services-c3408900

https://www.lg.com/in/split-ac/lg-rs-q19jnxe-split-ac Order # [protected]

Reference No : GCP[protected], Date : 21/03/2023 15:04 13, Type of Inquiry : E-mail to CEO

Reference No : GCP[protected], Date : 20/03/2023 11:37 18, Type of Inquiry : New Products

Reference No : GCP[protected], Date : 20/03/2023 11:32 26, Type of Inquiry : New Products

Regards(Not so Much, just Customary)
Chanderkant Katyayan

Apr 18, 2023
Updated by ckkatyayan
Now Apart from full refund of the paid amount I want compensation for these :

1.) Humiliation in front of all the Guests on the day of the event for which it was purchased
2.) Mental and Emotional trauma My family and I are going through
3.) Interest on paid amount/Late payment penalty
4.) Warehouse charges for the Large Package eating up precious space of my tiny home for the past 40+ days
5.) Compensation for the precious time and energy I have spent in and over Request/Complaints/Chat/Emails/Calls in the past 40+ days
6.) Compensation for loss of mental peace
7.) Compensation for the trouble of my family, especially my wife who has been suffering from the heat for the past 15+ days despite paying for an AC to LG full in advance almost a month ago.
8.) Difference in Price due to Off Season and On Season
Apr 19, 2023
Updated by ckkatyayan
बस एक ही उल्लू काफ़ी था, बर्बाद गुलिस्ताँ करने को,
हर शाख़ पे उल्लू बैठा है, अंजाम-ए-गुलिस्ताँ क्या होगा

Your ASM is not responding

Your Service Staff is not responding

Your BSM is not responding

Your Ticket support close tickets without resolution

Your CEO Email does nothing except automatic acknowledgment mail

same for your [protected]@lge.com

The whole house Of LG India is intoxicated

And cherry on the cake Chat support abruptly close chat.

Way to go LG. Bravo

This is the Stat-of-affairs at LG
Complaint comments 

Comments

You may contact me at [protected]@hcit.in

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    code
    By clicking Submit you agree to our Terms of Use
    Submit
    LG Electronics
    customer care contact
    Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good a company is at responding and resolving complaints by granting from 1 to 5 stars for each complaint and then ultimately combining them all for an overall score.
    Read more
    61%
    Complaints
    7072
    Pending
    0
    Resolved
    4008
    LG Electronics Phone
    +91 12 0256 0941
    +91 12 0256 0940
    +91 12 0256 0900
    LG Electronics Address
    P NO - 51,Surajpur Kasna RD, Udyog Vihar, Greater Noida, Uttar Pradesh, India - 110001
    View all LG Electronics contact information