I will like to bring to notice for all concerned the callous and unprofessional approach of LG service in Bangalore
I had purchased LG AC in 2005, and after the warranty period, I had an AMC (HLP No: FE 16929) with LG for 3 years (from 16/07/2006 – 15/07/2009) for 3 of my LG products including my split AC.
On 5th of May, 2008, we did contact LG customer care as AC was not cooling properly and raised a service request (50505359) in Bangalore. Promise is to service customer requests within 24 hours - nothing happened. After numerous calls to LG customer care they were not able to provide the status of my request. We had to call one Ramesh at LG service centre to check with him on our request. I don’t understand as to why customers are asked to call up various other numbers when there is a customer care support!
The person at the LG service centre was very rude and even challenged me of not having a valid contract as he never had the details. If the service centre is not having my AMC details, then it highlights the lack of communication between the customer care and the service centre.
After 4 days of lodging the complaint two mechanics landed up and said that the PCB was not working and they took out and left promising to return it within 2/3 days. However they returned after almost 10 days and the problem had still not been rectified. They left without solving the problem.
Again a series of phone calls to the customer care centre and speaking to the team lead Charan and the service manager Surinder Babu was of no help. 2 weeks later someone named Syed came and left with the defective PCB after failing to repair it with a promise that he would be back with the new parts in 3 days time. This was on 30 th May. On 4th June when they did not arrive after calling up Surinder Babu we were informed that the parts are not available. Today 16th June has gone by and inspite of numerous promises from 5th May our AC has still not been repaired.
Questions / Conclusions –
(1) Inspite of having an AMC under which defective parts are to be replaced by LG why is the customer being told that the spare parts are not available? Is this legal?
(2) It has been almost 1.5 months and still our problem remains, how long LG will take to repair my AC?
(3) LG promised one date after another, but all of them have fallen flat. If LG has to hold on its customer base then they better learn to serve them better.
(4) The service technicians are not properly trained in their own products, and they struggle to troubleshoot problems.
(5) After taking the PCB for replacement, why the customer is not communicated on the status – everytime the customer has to call for the status.
(6) With the kind of service received so far, we are so disgusted with the harassment and unprofessionalism from LG`s side one thing is for sure that they not only lost a valuable customer but also many more as we will never advise any of our friends or relatives to buy a LG product in future.
If somebody from LG is reading this review, please take appropriate action ASAP.
Debjyoti