I purchased a LG Lcd 42LH70YR (Scarlet) from Sur Sangam Electronics-Jogeshwari (east) on 15-12.After using this lcd for about 3-5 months i started noticing a black spot on the left side of my display panel. As soon as i felt the spot being permanent and stable at the same spot it started appearing in a more dark oval shaped charcoal colour, which looked quite noticeable and ugly on a big screen. I registered a complaint with my dealer in first place which my dealer registered with lg customer service on 25-05-09.First it took a week for lg customer service to send a representative to my residence and after which he had a look at the set and agreed that there is an issue with it and will get its display panel replaced in some 10 days time.
Two weeks past there was no response from lg representative neither customer service. I asked for my complain number from my dealer which was C09C2313525.I quoted the same complain number again to lg customer service they said that they are waiting for the display panel to arrive. I asked them how long do they think it will take to arrive they said it should be arriving in a weeks time or before it. Again there was no response from them over a weeks time. Again i called up and asked them about the reason for delay they said since we are unable to procure a display panel for your set we are going to replace the set. At this point of time i talked to their supervisor Mr. Firoz ali Khan-9167216858 and Service Centre Head Mr. Manish Sawant-9821685826 about giving me a replacement of different lcd as i doubted my current lcds issue can also arise in a new replacement set which they decided to give me was of the same model and configuration in other words the same set was insisted upon me to accept as an replacement by Mr. Manish Sawant as he says is company policy and he cannot give me another series set equivalent to the set which i owned. I asked Mr. Manish if there is the same issue with this replacement set in future then what will i do. He assured me the best to his skills that it will not happen again in future with the replacement set and if it does he will do the needfull to replace and refund in future. I finally got the replacement set on 14th july after a long delay and much needed followup without which lg customer service and service centre head would have never approved a replacement.
As i started using this new replacement set in the beginning it was just like its predecessor the one which got replaced, working fine for the first 3 months, but then this new replacement set which i received on 14th july started showing signs of the same problem which persisted with the earlier set and at the same location on the display panel. This time i contacted Lg Customer Service myself directly and with 4 days time a representative from service centre came and had a look at the set on 13th of November and said the samething that the panel is going to get replaced again. I again told them that why there is the same issue again with this replacement set which is hardly 5 months old, he had no answer to my question. He assured me that the issue will be solved in 4days time. After a week no response from the representative i contacted him on his mobile and asked about the status of my issue. He requested me to talk to his supervisor Mr. Firoz ali Khan. My complain number this time was IVGC10B120498.I Quoted this number to Mr. Firoz and he checked all the details of my issue and said that he will contact me in a hours time or so there was no followup this time again and this happened several time within a span of 10 days.
Then finally before 2 days of expiry of my warranty another complain was registered after which there was no response from either lg service centre nor customer service for about a months time. This complain was registered on 13th december and the expiry of my warranty period was 15th december it seemed there involved an intentional delay and they were waiting for my warranty to expire and later on getaway from the accountability of the issue. I stopped approaching them for few days and again called up the representative who visited my residence and asked about the status of my complain. He said your complaint is showing as cancelled in our system. I asked him how can you cancel it without providing a legitimate solution to it. He said i will look into it and get back to you in a few while. Again no follow up and i called him asked him to give the number of his supervisor Mr. Firoz. Then i called Mr. Firoz and he said he is looking into all the details and will get back to me as soon as possible. After looking into all my issue he said i will again get a replacement or a Refund this time. I said i dont want a replacement of the same set again as twice there was same issue with the set and i have no time to chase Lg Customer care and Lg service centre. He then asked me to give some relevant documents such as my purchase invoice, my personal id proof, delivey challan, purchase receipt, which i handed over to the representative from lg who was sent by Mr. Firoz. And after a weeks follow up by me again he Mr. Firoz is now saying that sir you will neither get the Replacemnet nor a Refund of the same. We can only Repair your set and suggests me to take extended warranty or amc in order to be safe for future issues which can arise with the set. Then i said i dont agree with this outcome and i either want a new replacement or a refund of my RS= 62, 400 .I even asked him to give me an led and i will pay the difference in amount to exchange for this substandard set. He said its not possible to do that since its not in companys policy to do that. I then talked to Mr. Manish Sawant and reminded him about the false assurances he gave me in july while insisting and giving me the same substandard product inspite of me stressing and doubting the replacement sets ability to perform normallly. Mr. Manish Sawant is adamant on not giving the replacement nor the refund of the same. He says since its out of warranty i can not do anything now. And since it was with in warranty period he can only get it repaired and not replaced or refunded.why will i again get it repaired and then again spend more on amc since LG is not willing to do something within original warranty what will they do within amc which they charge for and say cover all problems.
It seems there is no accountabilty by either LG customer service nor Lg Service centre. And inspite of being professional with lg they are not willing to be professional and deliver upto their promises which they commit so profoundly. I myself will look into this issue and go to the highest level possible in terms of LG India Hierarchy from sales Head Mr. Amitabh Tiwari to Tools and Rights available to me in todays date i.e Consumer Court, District level and if not even National level.
If there is some Accountabilty or Responsibilty left with LG Electronics India Pvt LTD and if they are bothered or even little bit concerned about the Brand Image LG has at a Global Level they should instantly take some immediate steps to resolve so many issues of their thousands of consumers, which i came across with when i just searced about LG complains which were maximum comapred to other brands available in the market today. This is obviously hurting Brand LG image and reputation in the market and most importantly thier potential sales of their respective products. I hope there is some authority who is concerned about these problems being faced by consumer and that the relevant steps are taken to resolve the same.
I want to know if LGEIL is serious about this matter and if i find my issue going unresolved i will escalate this matter to every possible authority within LG from the Head to their leads and associates, Vice-President of that Division, Board Members, involved at each level and are more concerned about such issues faced by the customer.
I am providing with the neccessary contact details on which i will be available most of the time during Business hours. If Lgeil wants to comeup with any resolution to this issue they can contact me on the below mentioned email address and Mobile Number for the same.
S.K Singh
Mobile Number - 9969182282. Resi - 022-28224453
Email Address - [email protected].
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