I bought this since the look was cool and it was fitting our budget. Moreover I wanted to try out LG. i.e. this is my first LG product. It never gave problem in the past two years. But, then we found that it is not doing its job, i.e. cooling the stuff. So, we reported it to their call center. What followed next were days of anger, frustration and agony. Imagine, if the refriferator doesn’t work in your house for 5 days!
Following is the description how LG fixed it:
Day1: Logged call at their 9622 helpline
Day2: Kept chasing them. ’’Saar, we are trying to send him. But, mostly he’ll come tomorrow.’’
Day3: The person (Mr. Harish) came at late evening. Says he doubts the compressor. Did a patch and asked us to call him the next day.
Day4: Working fine. Called him. He told that anyway the compressor needs to be replaced. ’’I’ll come’’. Soon after, our electric circuit tripped. The fridge had to be switched off. Further calls to this guy’s mobile didn’t go through.
Calls to 9622 helpline directed us to the service center number. But then, we started getting contradicting statements on when can it be repaired. Finally, after calling the call center umpteen number of times, they said they cannot do anything. They have already reported it to the service people. So, now its their job. If I am in a hurry I should contact them directly.
But, when I called service center number. They in turn asked us to contact the helpline. Bugged up, I told that I’ll be at their office the next day and won’t leave until I get the compressor. The person asked me whether I need direction to go to their office. What audacity! Logged a complaint in their website.
Day5: Spent whole day in making calls after calls. No use except getting misguided again and again by the helpline and service center people. At 9pm, one Mr Prasad called up at told my stuff is escalated and will be closed the next day. I was not sure, though. Later, I found a response to my complaint at their website. He gave me contacts of Mr Thavamani, their Blore customer support head- a glimmer of hope!
Day6: Called up Mr. Thavamani. Like Mr. Prasad, he too was out of station. Finally the people came at 8pm and replaced the compressor.
The points which I found interesting are:
Why did LG-service and LG-helpline keep giving contradicting (and hence, false) information on their plan of action?
How can they audaciously ask whether I need direction to go to their office?
Was all this drama enacted just because the compressor was still covered under warranty?
In fact, I was planning to some other LG stuff but taken aback at this development. Although, I appreciate LG’s niternet responsiveness, I doubt whether I will buy any LG product again.