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.