Date: 30-Jan-2012

Refer to my complaint no. RNA120116090107 dated 16-Jan-2012

this is regarding a LED-LCD TV 22LV2130 purchased from on 07-Jan-2012 and failed to switch on since 16-Jan-2012. [Details are below in the mail sent by me to LG Service centre and Value Plus Retail]

On 29-Jan-2012, after long wait and many calls finally the service personnel came to repair my LED TV. However, even replacing with the new part could not solve the problem. I spoke to Mr Ankur of LG Service Centre and insisted on replacing the LED. I sent the photocopy of my bill through the service personnel who visited my home yesterday. I then called up LG Customer Care, and somebody Mr Mukesh and Mr Vishwajit who assured that a senior technician will visit on Monday (today-30-Jan-2012) and do the needful. However, no one showed up. I called up in afternoon to know the status of the visit. Same Mr Vishwajit assured me that he'll get back soon with the information. But he didn't.

In the evening again I called up customer care. I got a call back from Mr Amol, floor manager (from Mumbai) who again tried to give me assurance that someone will repair it after new part comes in 4-5 days. Also that some senior will give me a call soon. The service centre is closed etc.

I purchased the product from LG Best Shop - Value Plus Retail Pvt Ltd. , Shop No. J-6,7,8, Sector 18, Noida and I had called them up today again. I reiterated my problem. They said you may give back the LED TV and they'll get it repaired without committing me by when. They are not willing to replace it.

I have earlier spoken to CCO - Ms. Puja Mathur. She couldn't help. Her senior - Area Manager Mr Sameer never picked up his call despite calling him several times in the last 15 days. I am running from pillar to post without any solution. I have mailed also (please find below) to lgservice@lgindia.com 3 times. As a courtesy, Ms Latika called me twice and assured she'll get back.

As of today, I have lost trust on the so-called Brand of LG. My patience has run-out. I do not want any change or repair in motherboard part etc. I want is either replacement of the LED-LCD TV with an equivalent or higher model (in case there is complete product defect) at the earliest or return my complete payment made in purchase of this product (Rs.15200) at the earliest.


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Below is my previous mail to Lg Service, Value Plus etc.:


TO

LG ELECTRONICS INDIA LIMITED

Date: 25 Jan 2012

Refer to my complaint no. RNA120116090107 dated 16-Jan-2012. The concerned LED TV was bought on 07-Jan-2012 from LG's Value Plus showroom in Sector 18, Noida with 1 years onsite warranty included. To my utter disappointment, the LED TV malfunctioned on 16 Jan-2012 i.e. within 10 days of purchase.

The LG service man visited my house, dismantled the new TV and reported that the main board is faulty. The board was said to be unavailable with the service centre to repair or replace.

Since then I have never heard from LG unless and untill I called up customer service. No one has any information on when they can resolve the problem. Every time I call up at customer service, they seek 24 more hours each time to look into the problem and they never come back. They asked me to speak to their CCO - Ms Puja Mathur who in turn asked me to speak to her senior Mr Sameer. Ms. Puja Mathur never came back after promising to take care of my problem whereas Mr Sameer had never responded to my calls.

I even complained through web on LG website for which I got this attached acknowledgement. Someone called me up after the web complaint and promised to look into the problem but never came back.

This is pathetic service and is beyond my comprehension. I demand that the LED TV be replaced immediately with a new and equivalent LED TV and warranty extended accordingly. I cannot wait endlessly in the hope to hear from you. I have been paying rentals for my cable TV during this period when my TV is dysfunctional. I am mentally disturbed and feel harassed because of this situation for the past 7-8 days.

I am running out of patience and I shall be compelled to seek legal recourse against LG Electronics India, Service Centre Noida Sector 63 and LG Value Plus, Sector 18 Noida for duping me and selling me with sub-standard product disguised as brand new and for not honouring or delay in honouring the warranty.

Regards,
Biswajit Saha,
Mobile. 9718504291
E-116, 4th Floor,
Sector 15, Noida - 201301

Dear customer

We regret the inconvenience that is caused to you. We have transferred your complaint number and details to the concerned branch service center. Our representative will get in touch with you at the earliest and help you out with all the product related issues.

Thank you.

LG Service Team

Originally Posted by LG CARE INDIA

Dear customer

We regret the inconvenience that is caused to you. We have transferred your complaint number and details to the concerned branch service center. Our representative will get in touch with you at the earliest and help you out with all the product related issues.

Thank you.

LG Service Team

I was promised refund of my entire amount of LED TV on 31-Jan-2012. I have called up several times at Customer Care but no body is ready to confirm by when. Finally, on 05-Feb-2012, I could get the floor manager - Mr Vishwajit who assured me that the refund cheque will be in my hand on Tuesday i.e. 07-Feb-2012.

As is deemed policy of LGE, this promise wasn't fulfilled. I spoke to the another floor manager on evening of 07-Feb-2012 as Mr. Vishwajit wasn't there. There was even doubt on his existence (I am least bothered).

This is pathetic service. Mr Ankur of LGE Noida service centre have not even picked up my call despite several attempts. I am helpless.