I bought a LG front loading washing machine a year back (Dec 2008 to be precise). The machine broke (stopped working) around 3 months back. I logged a complaint with LG customer care. I received a call from LG Service Center, named Direct Service Centre, (they are based near Bharti Vidya Peeth on Satara Rd, Pune).
At first the technician visited my house and said that there is some issue with the drum and has to be replaced and gave me an estimated time of a week for procurement and replacement. Post which I didn’t hear anything from them for the next few days?
I called up this technician and referred me to the gentlemen named Parvez. Parvez (I have his mobile no) told me that the machine has to be picked up and bough to the service centre for repair. I requested him to pick up the machine post the new drum arrives to which he agreed. Not receiving any reply for a week I called them again and to my dismay came to know that the drum has still not arrived, on this I called up the Supervisor/Manager of the store Mr Prashant (I have his mobile no) who assured me that he will take care of this issue urgently.
Finally after few more follow-up and calls they picked up the washing machine, (which was at 21:00, what a disgusting thing to do). The pain didn’t end here, I again had to call them to inquire about the repair and delivery. They told me that the drum was okay the machine just had some other technical glitch which has been sorted and will send you the machine soon.
I had hoped that I will never ever again have to go to them, unfortunately God wasn’t by my side. Not even have 3 month passed, the machine started to behave erratic again. This time the motor stopped working, showing I have put excess cloth in the machine. The issue is even if you put 2 handkerchiefs in the machine the system starts showing the ‘’LE’’ sign, which means overload on the machine.
On 9th Noc’09, I called up LG customer care and again logged a complaint (Complaint ID: C09B0901736). I pleaded the customer care agent for not forwarding this call to the same service centre, but to my dismay it was. My Pradeep (I have his mobile no) called me to inquire (no one visited my house to check what actually is the issue with the machine) about the problem and after describing him about the issue he said that the motor has to be replaced. He said that he will place an order and it will take a week for the motor to come from Noida. I called up after a week and he said he said that the motor sent by Noida (LG center) is an incorrect one and they have again requested for the correct motor to arrive. He asked me to speak to M/S Sanjivini (I have her mobile no) and tell her to expedite the process. I call up M/S Sanjivini to check for the motor. What happened post it was a horrible and pathetic. Sanjivini was not at all interested to help all she was bothered about was how the hell on earth did I get her no, she kept asking me that and eventually forwarded my call to Mr Parvez. Mr Parvez called up NoidaCenter (at least that’s what he pretended over the call) and told me that the machine will arrive by 23rd Nov’09. Today is 23rd Nov’09, I called them up, unfortunately Mr Parvez is on leave and his mobile is switched off. I spoke to Sanjivini, she is not wanting to talk to me so she handed over the phone to the gentlemen ( I do not recollect his name) who told me that the motor will arrive on 30th Nov’09. In the mean time I spoke to Mr Prashant (the manager I spoke to earlier, when the issue cropped up the 1st time), he told me to speak to Parvez, however when I told him that Parvez is on leave and is not picking up my call, he took down my no and told me that he will give me a call (I will wait for his call). Since I know how these guys work, I immediately called up LG customer care and told them the situation. The service rep said that they will speak to the PuneServiceCenter guys and get the issue resolved, not being convinced I asked them to make me speak to the shift Supervisor. They gave me a mobile no which doesn’t exist.
I am still waiting for a call and hoping someone will help me get this piece of junk back and working.
To all who have read this, request you not to buy any LG product ever come what may.
I hope someone top their in the companies hierarchy is listening and if they are I would say you need to act and act quick or else you would loose for ever many more customers like me.