[Resolved]  LG Electronics — Washing machine - not covered under warranty?

Address:

Ernakulam, Kerala, 682024

Customer Care Team,

I am an LG customer for many Years for various products and was quite happy with the experiences. This letter is to highlight a BAD experience I had encountered recently.
I had purchased an LG Washing Machine by paying Rs.50, 000/- in the month of June 2016 and within 8 months, the Plastic drum inside (inside Bottom part of the machine) got leaked and your Kochi Service Center team claims that “ it is customer mistake and would not cover under Warranty”. Let me raise the following concerns to you.

Complaint No.1 : Quality of Plastic items used inside the machine.

1) It’s an part of the machine which is not visible outside anyways and which cannot be touched without opening the Bottom part of the machine.
2) I am told that this drum is made in Plastic and how will I ensure the quality for a part which is inside the machine at the time of purchasing??

Complaint No.2 : Service efficiency/quality of local service staff.

It’s a completely unprofessional way of handling. After lodging a complaint on 7th March ( RNP[protected], they abruptly closed this complaint mentioning that it is out of warranty. (which was not informed to me till a continuously called to enquire status of my complaint). Again I was asked to call to your toll free number and raise another compliant ( RNP[protected] dated 08th March).

Isn’t your basic responsibility to keep the customer informed before closing a customer complaint unilaterally??

The Washing Machine today is NOT A LUXUARY for a family, but a necessity for daily use – I want a solution for this and want LG to address this issue immediately without penalizing me as there is absolutely no fault from my side.

Invoice No.EKM 4609
Dated 12th June 2016
Amount : Rs.50, 000/-

Regards

Rajish Kalapurayil
Mobile No.[protected]