LG Electronics — Unserviceable refrigerator

Address:	Thane, Maharashtra, 401202
Website:	www.lg.com/in

Dear sirs,

My name is wilfred dmello and i have been a loyal customer of lg ever since it came to india in the 90s. All these years i purchased lg products like tvs, washing machine, airconditioner, refrigerator etc thinking that your products were of good quality, durable & after sales service would be better than the other lesser known brands. I was recently proved wrong by lg because of this recent incident.

I purchased a lg refrigerator model no. Gl-408yvqg4 vide invoice no. E251716 on 25/08/2012 from snehanjali, vasai (W) for ₹33000/-. The refrigerator worked fine for some time & then the problem started. Recently i had to contact lg customer service for fridge compartment cooling problem on 09/05/2017. Freezer was working fine but there was no
Cooling in the fridge compartment. Lg customer care person mr. Avdesh from sky services, mira road attended to the fridge & said that the rear heating plate was faulty & had to be replaced. He asked us to follow up with the service centre for the solution. Mr. Avdesh charged ₹290/- visit charges vide invoice no. 00819 dt. 09/05/2017.

After repeated follow up with sky services, the service representative mr. Shakil asked me to send him my refrigerator purchase bill with serial no. Of the fridge which i sent immediately. After further follow-up i was told by mr. Shakil that the refrigerator was not repairable by them since the heater coil was fixed to the refrigerator body & that his senior mr. Om prakash yadav would give a commercial solution. When i spoke to mr. Om prakash yadav, he informed me that since the refrigerator could not be repaired by them, they would give me a 15% discount on the purchase of a new lg refrigerator.
Since my refrigerator was still under warranty (5 year compressor) i refused the commercial solution since it was the company's duty to either repair my refrigerator or replace it with a new refrigerator. I called up customer service again & told them about the updates. The customer service representative mr. Surendra gave me a contact number of ms. Neetu singh and told me she was service in charge at sky services. I spoke with ms. Neetu singh and informed her about my concern. She assured me that she would get back to me in the evening after checking with sky services, mira road. I did not get a call from her that evening, so i tried calling her for the whole week but she was unreachable. She was clearly ignoring my calls since she would not take calls or her phone was switched off. Feeling dejected, i called lg customer support once again and this time they gave me the contact number of the area service manager of sky services, mr. Parag choksi. I called him a couple of times and he was also of little help as he kept on repeating the commercial solution of 15% discount on the purchase of a new lg refrigerator. I also tried calling his senior mr. Bipin but he sent me
An sms informing me that he could not talk & i whatsapp my query instead. I am writing to you since i am not getting proper response & solution to my faulty refrigerator problem. I have even written several email to lg customer service, copy of which is attached. Lg customer care emailed me and told to talk to mr. Parag choksi, which i did, but he kept repeating his earlier commercial solution of 15% discount on purchase of a new lg refrigerator which i refused. I have the following questions to the officials concerned at lg:

1) the subject refrigerator is still covered under the 5 year warranty (Compressor). Lg is being unethical & irresponsible byexpressing its inability to service the refrigerator & asking me to buy a new refrigerator. If it can't repair a product under warranty, it should replace the product free of cost.

2) your service representatives (Sky services) are very rude & unhelpful. They think they are doing customers a favour by providing them service. They are spoiling lgs reputation in the market by harassing lg customers.

3) the commercial solution of a marginal discount (15%) on purchase of a new lg refrigerator is not acceptable to me since i will not purchase any lg product in my lifetime if this service query is not reasonably resolved.
4) i am approaching you for this problem as a last resort. I hope you take consumer's complaints seriously & settle my claim by replacing my unservisible refrigerator with a similar new refrigerator.

Thanking you in anticipation.
Wilfred dmello