LG India — Pathetic service by LG

Address:

Mumbai City, Maharashtra

Hello, This is regarding my LG microwave. I had purchased the microwave in August 2011. The product came with a one year warranty and we purchased an extended warranty for three years by paying an additional amount of Rs 2647. However, our microwave stopped working in about July 2014 and we did register a complaint to the call center number. The person (called Irfan) came at our place checked the product and told us that there are certain parts which are at fault and he will get back to us within one week after the parts are arrived. We trusted him but there was no response from his side. However, after various follow-ups almost after a month he came and brought one part but then said that the part which he is carrying is not compatible with the product. Hence, he will look for another part. Again, there was no response for about a month. Then after a month, he came with one part and said that you can temporary use the microwave. As per him, there was some error in the display panel. After he installed this temporary part, we were not able to see the complete display numbers; however, still managed to use for some time with the same. Again within few days, the same stopped working. We again registered the complaint and told them that Irfan was going to get new parts. There was no response to the same. My complaint number at this time was RNA[protected]. As the call center took this as a complete new scale, they followed the process and there was another person named Chaudhry who visited our premises and said the same thing (part is not available) and he will get back to us within a week’s time. In about 10-12 days, he again bought some part and said that the part which he has bought is not compatible with the oven. This was in start of December. He informed us that LG has stopped manufacturing the parts of that particular microwave. However, he told us that as the product is in extended warranty we will get a replacement and hence for that he would require some documents. He took a copy of passport (holder of the microwave ) and the bill copy with extended warranty slip and told us company will get back to us within one week. However, there was no revert from LG and hence we again called up the call center. Here, we came to know that the talks of replacement are handled by seniors and hence our case was transferred to seniors. This was done after several follow-ups with the call center. One day, I receive a call from LG customer service manager and he says that I can replace my microwave by paying the difference amount or else I take a refund of the amount. Here, I had a conversation with MR Prashant Patil ( [protected]). However, his words were changed during the next call. In the end, he told me that LG would give me a discount of the depreciated amount and once I select the model we have to the difference amount via DD. He told me that I should select a model and then mail him so he can check the availability of the same and also update us on the dealer price of the same. He also told me that once I send him the invoice, he will be able to tell me the actual discount we will receive. He also asked me to mail him certain documents at his id prashantj.[protected]@lge.com. We did the same on 23rd January 2015 and sent him all the details (the selected model, documents). He also assured me that now this issue will be taken care by him personally. Till date, 2 Feb 2015 we have not received any reply from Mr Prashant Patil. I called him several times and also mailed him regarding his revert. My first follow up call to him was made on 27th January 2015 around 2.00 PM and at that time he had not even read my mail. He read the mail while keeping my call on hold. Also, inspite of the same, he still asked me to send the model number, when everything was already there. He did not bother to ready my mail as well. He told me, “Mam, please give me 15 minutes I will reply to you.”This was the standard reply he gave me when I called him for follow-ups. I followed up with him almost everyday till 1st Feb 2015. However, all my efforts were in vein. Then on Friday, 30th January 2015, I called by the call center and complained them about this, they gave me the number of Mr Sajid Syed, ([protected]). I called at this number continuously on Friday as well as Saturday but there was no response (only ring was going). I did not even receive a call back after seeing my miss calls. Tired of doing the above phone calls or follow ups, I then again called up the call center number on Sunday, 1st Feb 2015 at about 2.00 PM and registered a complaint mentioning that I am getting a poor response on my earlier complaint. I was informed that the concern team will call me back within 24 hours. However, I have not received any call yet. It is almost 4.00 PM on 2nd Feb 2015. My complaint number is RNA[protected]. To my surprise I was shocked to hear from the call center that my earlier complaint was closed even as the issue was not resolved. The service of LG is so pathetic and the people including the managers have harassed us a lot. It is highly unaccepted and for sure I will not recommend anyone to buy a LG product. Hope my issue gets resolved at the earliest. Regards Hiral [protected]