[Resolved]  LG Electronics — whistle blowing: bad experience with lg india

Address:

Jammu, Jammu, Jammu and Kashmir, 180013

Ceo/md/country head/officer – official concerned,
M/s lg electronics india pvt. Ltd.
M/s reliance digital (Retail) india.

Madam/sir,
Kindly refer my all emails/telephonic conversations with your representatives/officers/officials concerned through customer care toll free numbers/landlines/mobiles since 1st of january, 2020, for your consideration and further necessary action regarding intimation to you the following in reference to sale of a faulty refrigerator (Lg-gc c 247uglw) on 29.01.2019 by fraud, to me.
The below mentioned is the detail of my bad experience (As i continuously suffered/faced mental harassment for 1 month since 01.01.2020) with your brand/company in reference to my intimation to you / complaint which remained unaddressed may be due to non-seriousness/casual approach/mismanagement on the part of your brand/company/officers/officials at the helm of affairs there:
1. I was sold lg-gc c 247uglw refrigerator on 29.01.2020 by m/s reliance digital, wave mall jammu by telling that the model is under discount (Sales representative: mr. Kamalkant), as it was mock down piece (Some dent/injury mark etc.). But when it was physically checked by him in my, another sales representative of reliance digital & store guard concerned’s presence, it was found having no such anticipated dents/marks.

2. After installation at my place, the same was found faulty (Cooling issue) within 2-3 days.

3. After my complaint at lg customer care, the service engineer visits to see the refrigerator and declares it as faulty (As it was already/earlier repaired and intimated to the company concerned). It forces me to think that on one hand i was told that it was a mock down piece, not found so on physical checking and on the another hand later-on i was told that it was already repaired and it was intimated to the company concerned. Does it not mean that it was sold to me by the brand/company concerned without telling me the truth and only by offering discount (Which clearly means fraud/cheating/malafied intentions by the brand/company concerned/both the companies/officer-officials at the helm of affairs)?

4. On 09.01.2020 mr. Kamalkant, sales rep of m/s reliance digital india wave mall jammu sends me through sms the model no: lg gc c247ugln (Upper/higher end model) and asks me telephonically (Mobile no:[protected]) to check this upper end model and its specifications online (As the model wass not available in the store) and revert back so that he can take up the matter with the company for providing this upper end model in lieu of faulty refrigerator (Sold to me) as replacement.

5. After checking the specifications of the proposed upper end model online, i call back mr. Kamalkant and tell him that the said upper end model is ok but i shall accept the same only if brand/company concerned provides me it as fresh piece, non-faulty piece and at no extra cost, in lieu of faulty model sold to me by them by fraud. He agrees to my request and assures me to take up the matter with the company concerned and revert back to me.
6. In the mean time i receive a call from mr. B. S. Manhas, asm, lg india who asks for the copy of bill/invoice of my faulty model for further n/a. I ask him the status of replacement for my faulty refrigerator and mr. B. S. Manhas tells me that i am going to provide you the upper end model (As mentioned above) soon.
7. I, in the mean time, continue sending emails to the company (Ies) concerned to escalate my complaint regarding fraud done to me, for redressal and also decide to bring the misdeed/mischief played by the officers/officials concerned, into the notice of the higher officer/official viz; ceo/md/country head for their knowledge so that if proceed ahead with legal proceedings against the brnad/company, they must be aware of it.

8. I also request through emails to provide me the email id of higher officers in the company which is not provided to me.

9. With the passage of time and seeing no development in ref to my case, including providing me requisite email ids of the ceo/md/country head of the company (Ies) concerned, i make a call to lg customer care tollfree no. – [protected] (Dated: 18.01.2020 - saturday; 6:07 & 6:15 pm) being attended by mr. Rajesh forwarded to mr. Ashwani who brings mr. B. S. Manhas, asm, lg on call conference to know the status of my complaint. During this call conference/conversation (May like to cross check after listening it) mr. B. S. Manhas says to mr. Ashwani that the i shall supply/place the aforesaid upper end model at the place of the customer (Umesh baru) by the end of tuesday i. E; 21.01.2020.

10. To my surprise, i receive a call from mr. B. S. Manhas on 20.01.2020 (Mob. No.[protected], 5:33 pm) in the evening (In advance/ a day before the day committed by him in the presence of mr. Ashwani for supply o[censored]pper end model to me) to intimate me that replacement of the old model has been dispatched and is ready for supply to me (Customer – umesh baru). When i ask him that you told me twice that you are going to provide upper end model to me then why you are now providing me the replacement of the old model only (And without my knowledge/any prior intimation to me/taking me into confidence). Mr. B. S. Manhas replies that this has been decided by the company. (Which means wrong assurance/cheating with the customer by the brand/company/officer - official concerned).

11. Facing this (As mentioned above) and deeply hurt on account of fraud done to me/cheating/concealing of facts/wrong assurances, i start escalating my complaint with both the companies concerned but again to my surprise m/s lg electronics india never bothered to call me/address my issue.
12. On 21.01.2020, ms sunita, c/o ceo’s desk, m/s reliance digital india calls me ([protected]; 01:16 pm) by keeping b. S. Manhas, kamalkant & yogesh saini on conference to know the details of my complaint/escalation and pressurize me to accept that when ever a higher end/upper end model is supplied to a customer, it involves cost difference amount which is to be paid by the customer, whereas it is fact that i was never told about the possibility of payment of cost difference amount on account of proposed upper end model to me, by me, by any of the above-named officers/officials concerned in between 09.01.2020 till 21.01.2020, either telephonically or through email/otherwise. (Which again means keeping the customer in dark and fault on the part of the brand/company/officer-official at the helm of the affairs there).

13. I continue to escalate my complaint and a result of which on 22.01.2020 i receive a call from mr. Neeraj sharma ([protected]; 01:48 pm), reliance digital india pan escalation team head to listen my grievance/complaint and conduct of an enquiry in the matter before giving his decision. I don’t know whether any such enquiry was really conducted (In ref to my 14 pts concern i sent to him through email along with cc to lg india, dated:23.01.2020) by him or not because no such enquiry details were ever shared with me. But he gave me his decision. However, as far as m/s lg electronics india is concerned, i must say they have least bothered to even call me to listen to my grievance/complaint since lodging of my complaint with ref. No. Rnp[protected] dated:06.01.2020 or to escalate my complaint to any of their higher-ups for consideration. (Which clearly shows casual approach/mismanagement/carelessness/delay policy-attitude on the part of m/s lg electronics india pvt. Ltd.)

14. Every time i sent / escalated my complaint to m/s lg electronics india pvt. Ltd. ([protected]@lge.com) since 01.01.2020, i got only revert email as follows:

Dear customer,
Greetings for the day!!!
We would like to inform you that your case is in follow up with us and our concern person will contact you at the earliest. For any further assistance please call us on[protected] or write to us at [protected]@lge.com
Thanks and regards
Lg service.
However, no concerned person from lg called me ever.

15. When i make a call to the lg customer care toll free number [protected] (Examples: ms. Pooja call dated: 28.01.2020; 10:16 am, mr. Rohit call dated: 28.01.2020; 11:02 am, mr rahul call dated: 28.01.2020; 01:18 pm, 01:22 pm) with the request to transfer my call to some senior officer in ref to my grievance/complaint, i was asked to approach only ms. Meenakshi siddha, cco jmu on her mobile no: [protected] (Whose mobile was continuously switched off during duty hours) for redressal of grievance/complaint because the service centre opens at 10:30 am, if her mobile is switched off call her after 1 or 2 hours (Words of lg customer care team). Even my request to tell me why her mobile no is switched off during duty hours and is she the only authority in lg india to address my complaint and how long should i wait for her mobile to be switched on, was also turned down by these officers concerned. (Which shows the height of mismanagement/casual approach/policy of the company towards their customers whom they refer as valueable).

16. Seeing no ray of hope/justice from your brand/company in ref to my complaint against the brand/company (Ies) concerned which i label as malafied intentions, fraud, cheating, mismanagement, wrong assurances, casual approach, non-seriousness and miscommunication with the customer/keeping the customer in dark by your brand/company/officers-officials concerned, for taking serious cognizance of the matter/allegations by you, i decided to withdraw (Because i and my family were suffering despite paying money for purchase of a refrigerator) and personally requested mr. Yogesh saini, reliance digital india to kindly tell me either the availability of the replacement of the old model or the cost difference amount to be paid by me for the upper end model so that i can come out of all this for which company (Ies) concerned were/are not bothered at all, and take a decision.

17. The moment i intimated this (That i am exploring the possibility to pay cost difference amount, because i was fed-up and continuously facing non-cooperation from the brand/company, for example: mr. Saddam, lgcc on 23.01.20, [protected], 01:14 pm asked me to approach m/s reliance digital because the faulty refrigerator was sold to me by them) i received a call from mr. Jatinder, lg customer care ([protected], 29.01.2020; 4:00 pm & 30.01.2020; 4:19 pm) to check only whether my issue has been resolved (Without knowing what actually the issue was and since when it is with lg india). (Which clearly shows company/brand concerned was/is only associated with collection of money from the customer not with their grievances/complaints).

All my emails have been/were addressed/sent at email id: [protected]@lge.com, [protected]@ril.com & bm. [protected]@ril.com since 1st/6th of jan, 2020 from my email id: [protected]@hotmail.com.
This time i am also sending you the hard copy (Apart from sending email) my complaint/grievance/allegations (As mentioned above) against the brand/company for your necessary consideration with the request to take necessary steps to unveil the truth, if you deem fit. I also hope that the brand/company concerned does not deal with any other customer/consumer henceforth, in such a manner.
Thanks!
Aggrieved customer/whistle blower,
(Umesh baru)
R/o h. No.55, sector no. 2, jda housing colony,
Upper roopnagar, jammu, j&k
[protected],
[protected]@hotmail.com

Cc (Through online) for information to: jeong do management ethics hotline (Lg).