[Resolved]  LG Electronics — washing machine is not working since installation / day 1 - need resolution by refund / replacement asap

Address:

Mumbai City, Maharashtra, 410210

Machine has the issue with its function and not working at all, need replacement / refund asap

I have purchased one fully automatic washing machine from digi 1 store in kharghar navi mumbai on 28 october 2018. Model number - t1084fes5a
Bill number - v706976 (Attached)

Detailed issue:- request you to read till end.

Requested for demo and installation from store itself - one person comes for installation (Named naiem). Unpack the machine, put electrical socket and connects the water inlet. Asked us to use without any further information. Post requesting for proper demo regarding features, he connects to some engineer over phone, however didn't got the proper answer. Post escalation, he sends one engineer on 30th october and requested me not to lodge complaint against him.

On 30th mr. Yashwant and some one name chacha visited for demo - they were unable to operate machine and failed to demonstrate (Issue
- jet spray and steam function is not working). Also, tried to get connected over phone with mr. Sheeraj and again didn't get any answer. Forced me to check the machine in qc mode. I agreed but they were again not able to check in qc mode also.

Then they told me to send some one again for demo.

After 2-3 days of extensive follow up with dealer (Mr. Amit) and service engineer mr. Kalim, someone named mr. Abdullah visited the home along with mr. Yashwant. They were also not able to operate and again tried to check the functions in qc mode.

After 30 minutes of struggle, in qc mode, they were somehow able to manage to show the jet spray running for 10-12 seconds only. When i requested them to show in regular wash cycles, they said it will perform and they have to go somewhere else. They said it will run, stop and run in between based on the requirement, during the rinse cycle, but this was not the case in reality. I still insisted and requested them to show properly as this may not run in regular wash cycle. They didn't agreed and said, it will work. Took my signature on demo form taking me in confidence and left the house.

I immediately put some cloths basis there suggestion and put regular wash cycle and monitored for entire cycle standing in from of machine. It didn’t worked at all basis their input.

Immediately i called mr amit (Digi 1) and updated regarding this. He suggested to lodge complaint in customer care and assured me he will also raise complaint.

I lodged the complaint on 4th nov vide complaint number - rnp[protected]Mr. Rahul). Mr. Amit (Dealer) also assured me that he also logged the complaint from his end - but i am not sure.

Next day after lodging a complaint received call from mr. Abdulla with a statement that, why you logged a complaint. I said you also know that machine is not working. He said no problem, somebody from manufacturing will directly call and resolve.

I really don’t understand, if problem is practical and none of the 5 engineers who visited were able to resolve, how can a person sitting in manufacturing site will resolve over a call, looks funny.

Since than i am following up rigorously with service center and dealer but no response till date.

Dealer says, i will replace if lg recommends (Service center) the same
And service center is not responding. I am sandwiched between these two functions.

Since 28th october 2018 after purchase, followed by official complaint on 4th nov 2018, service team is only committing date that someone will come to resolve the issue. But nobody has responded this date. Now it’s close to 3 weeks from purchase machine is kept ideal with no resolution.

Machine has the issue with its function and not working at all, need replacement / refund asap

Yesterday again on 14th nov 2018, i called customer care (Mr. Bablu) for resolution and requested him to escalate the same.

Also called dealer mr. Mahesh, he was also not aware of the issue who is from service department of dealer.

Today received call from lg (Ms tanya) for feedback regarding satisfaction and functioning of machine. Got irritated and told her that, that machine is not properly installed only and kept ideal from 3 weeks and you are asking for feedback. Then she get connected with service center ms. Nitu for the details. Surprisingly ms neetu was not aware of the issue. She said she will check and revert. Ms tanya has escalated the issue internally with escalation number vcp[protected].

Again i got one more date of 18th november 2018 for resolution.

I really don't understand why customer is suffering / harassed if machine is not working. This is failure from lg that around 5 engineer visited, witnessed the issue but not willing to accept the same / provide confirmation. Machine has to be changed with immediate effect.

Dealer is saying service center has to write and service center is not accepting the issue (Even after witnessing the same).in between its customer who is being harassed.

Just for information for lg team, my home is lg home and have all the electronics and appliances from lg (Ac, fridge, microwave, semi washing machine, tv etc) make only.

It is very much disappointing for me after being a loyal customer i am harassed like this and that to from a company like lg. This is only because of lg's service provided who are not doing their job properly.

This is so harassing that i am forced to take action. You can understand that machine is bought for ease of family and after buying if machine is kept ideal for 3 week and cloths are washed by hand, how much frustrating it will be.

At the end i would say that, lg team has literally harassed me and i need compensation of this mental and physical harassment.in 3 weeks, i called more than 30 times to dealer, service center and customer care for follow ups.

Regards,
Abhishek srivastava
Navi mumbai

Mobile number: [protected]