Mental Harassment by LG
I am writing this post regarding an LG fridge that I bought recently on 28th May 2018 from Vijay Sales(details furnished below). Since the day it has been delivered, I have logged a complaint of the fridge segment, regarding:
Moisture formation
Ice crystal formation
Water droplets formation
Water Droplets inside the covered boxes
Water Dripping from air-duct
Water accumulation at fridge bottom below the vegetable box
Cooling problem
Fridge Details:
Date of Purchase 28-May-18
Dealer Vijay Sales
Model LG REF GLT542GNSX Noble Steel
The issue was reported to LG by Vijay Sales, please find below the details for the same:
LG Technician’s First Visit(1st Week of June)
The very first time the LG executive Ajay Kumar came to diagnose this issue, he acknowledged it’s a problem and had a word with his senior as he was not able to find a solution. After some time he asked for a cloth piece as he began cleaning the moisture, ice crystals and water logging and said that this will not happen again. This happens sometimes when the Fridge is kept open for a long time. Since we transferred the items from the old fridge to the new fridge and during that process the fridge was opened for a long time I believed him and he left.
After 2-3 hours the issues were back and I again called and informed Vijay Sales personnel about this. They contacted LG and a second visit was planned for a senior executive this time.
LG Technician’s Second Visit(2nd/3rd Week of June)
During the second visit a senior executive came and after diagnosing the issue he also acknowledges that it’s a problem and mentioned that this is happening due to loosened Gasket behind the duck holes from where the airflow is maintained and tightening the same would resolve this issue. I was against this as I mentioned to him that I don’t need any repairs in the new fridge and this unit should be replaced but after nhassurance from him and another Senior whom he called I agreed to get this fix as he mentioned that a single screw would be opened and he will just tighten the Gasket which he did and he left. I did mention in the Job sheet about this with a note that if this issue persists further I would like this unit to be replaced.
Again like the first instance moments, after he left the issues, we’re back and I again called Vijay Sales to inform about this. They gave me an nhassurance that they will take this case further and try and get the unit replaced as I was facing the same issues repeatedly.
Finally another Senior technician was asked to come and see what exactly is the issue, by this time another issue started i.e. the things in the fridge had started to go bad like Kneaded Wheat dough, Yogurt and we had to keep the water bottles in the Freezer compartment to mAnasultange cold water during the day as the cooling had gone completely bad.
LG Technician’s Third Visit(27th June 2018)
During the third visit, Mr. Pushkar Negi from LG visited and started his diagnosis. After a few mins, he mentioned that this is not an issue and this happens during Summers and this is something related to the new Inverter Technology and I should not be worried about this. I was not satisfied with his answer and replied that this is completely vague as I have not seen any such issue in the previous refrigerators I have used. Also, the water is accumulated at the bottom and will damage the floor in some time if this problem persists.
He said that as per him this is not an issue and he has no solution to this. I said I would like to mention this on the job sheet. Which I did, he left after clicking on some photographs.
Meanwhile, I had reverted back to Vijay sales about this and they mentioned that they are in touch with the senior persons at their and LG’s end.
After 1-2 days when I didn’t hear anything on this issue, I decided to visit Vijay Sales and inquire personally about this issue. I met Mr. Tarun(Branch Sales MAnasultanger) and he also acknowledged from the pics I showed to him that this is a serious issue. He then called with Mr. Gulshan(LG, Service Head) and Mr. Pushkar Negi to inquire about the issue and to my shock, there was a completely different story that has surfaced from their end wherein they started blaming me for overloading the fridge and due to which the problem has occurred. I was not happy with the way things were going. So I asked Mr. Gulshan and Mr. Negi to revisit the premises and have a look at this again.
Fourth Visit(9th July, 2018):
On the fourth visit, Mr. Gulshan(Area Sales MAnasultanger, LG) and Mr. Negi visit my apartment and had a look at the issues I reported. Mr. Gulshan found that the issues were genuine and then had a word with some Technical team and also shared some pictures with them and left assuring me that the result will be in my favor and asked for 2 days before he will get back. I was by then feeling somewhat satisfied that at least the problem has been acknowledged.
Since the two days passed and I didn’t get any revert from Mr. Gulshan, so I decided to call him today(12-Jul, 2018) and to my surprise he completely dismissed all the issues mentioning that their technical team has rejected this issue stating this is resulting due to high humidity and keeping the things directly in the front of the air flow(duct). I asked Mr. Gulshan(who himself was not satisfied),
• What does humidity have to do here, we are talking about a closed unit and not something that is being exposed to humid temperatures?
• What are the permissible temperatures as per LG for their unit to work properly?
• Is LG selling their products in Bombay, Pune ad Kerela or areas where the humidity level is high? Because then they would be hearing a lot of complaints from there as well.
He had no answers to this and said that he can’t do anything beyond this.
I have been running after this issue for past month and a half & have faced a lot of mental harassment as Mr. Gulshan has stopped responding to my emails and is not even forwarded the right complaint to LG’s Technical Team. He is not even agreeing to give it to me in writing that LG acknowledges that the Fridge is working fine on the eight pointers I have shared him over the email.
I talked to him over the phone and have a recording as well wherein he is completely mum and denying that I will not confirm in writing for the complaints listed by me.
Other than this, from my side, I have checked around 30+ units in our society and none of them are facing this issue which LG is trying to impose upon me.
Request you to please look into this on priority and get this product replaced as I don’t want any other issue to be fixed in a new unit.
P.S. Attaching Images for your reference for better clarity about the issues faced.
Thanks* Regards,
Sachin Gupta
+91-999 903 5440
sachin_kgupta@outlook.com