I have been following up for my lcd to repair but till now no response from lg corprate people has ome to me.i am pasting the following mails, which i have sent to mr. MB SHIN MD LG ELECTRONICS INDIA PVT. LTD.
Kindly help me for the same.
Dear Mr. Shin,
I would like to bring to your attention to the ongoing problems I have been facing with the service team in regards to the LCD TV I owe.
I had written to you earlier pertaining to the plight of my situation, to which the Service Manager had contacted me and visited my residence to discuss the issue. But unfortunately instead of resolving the problem with the set, I have been told that the LCD TV cannot be repaired and would be returned as in condition. The reasons being stated are completely ridiculous and unacceptable.
In the month of November I was told to take up the AMC of the LCD TV. I duly did so as per the advice of the visiting service engineer. At the time of taking up the AMC I shared the purchase invoice of the product with the service engineer. The service engineer agreed to the condition and sold me the AMC for the product for 1 year without any reservations.
Recently when the service engineer visited us post our complaint, he requested the purchase invoice to which I openly informed the service engineer that I do not have the purchase invoice of the product as the invoice had been misplaced.
This was it. Suddenly, the service engineer found this to be a reason and told us that the product could not be repaired without the invoice. I questioned him as to what the invoice had to do with the servicing of the product? Its an LG product and not of any other brand that I am asking them to repair, so why would they not repair the product.
But then I realized that ever since I have put up this complaint to you, my plight has become bad to worse. I have had to face numerous rude instances from the service team who stated that writing to you would not in anyways help in resolving the situation and that I have made a mistake in doing so. He also stated that his promotion was stalled because of my complaint. Now, the service team has come back to us, in writing saying that the system cannot be repaired. They are claiming that the LCD TV has been tampered and the AMC is not valid. How more outrageous can this be?
How could your team take up the LCD TV’s AMC during November and revoke the same in January, especially when the TV has come in for repair. More infuriating is the face that they are stating the LCD TV has been tampered?? Who would tamper his own TV at home?? And if I would be intelligent enough to repair my TV, why would I pay for the AMC??? Why is the invoice being asked for now, and was never bothered at the time of selling the AMC to me?? Why was the TV not checked for tampering and why were we not informed so at the time of collecting the TV? Infact no one has ever told us so, until we filed the written complaint. Suddenly the TV has got tampered out of the blue for the only reason that they do not want to repair the TV.
I am sick and tired of all your service engineers who are falsely implicating us to avoid repairing the LCD TV, all because I raised my voice about the miserable standard of services they have been providing. Why am I being made to suffer for buying an LG LCD TV from my hard earned money?
I am only wanting my LCD TV to be repaired and returned as per the AMC policy and terms. I am not asking for a new TV in replacement or monetary compensation!
I request you to please resolve this situation. I refuse to collect the LCD TV without it being repaired and made operational.
I am attaching the communication that i have recieved from the LG service team for yoru reference.
Regards
Mahender pal singh
3/34 A vijaynagar double storey
Ph-9871220201 / 9210039492
& On Fri, 1/8/10, [email protected] wrote:
From: [email protected]
Subject: Fw: lcd tv/service problem
To: [email protected]
Date: Friday, January 8, 12:41 PM
Dear Mr. Mahender,
In regard to the problem in the LCD lifted from your premises, I would like to clear few points.
We do the amc of functionally OK sets with some conditions, the same was done with your case also, and bill of the product also not given at the time of AMC stating you will provide the copy later on.
Bill copy of the product is awaited till date and for which we have already requested you.
On inspection of your set we found it to be tempered inside the set in module assembly and connectors by outsider which lead to no responsibility of repairs by LG.
Under the condition of alterations we can not entertain the AMC which was taken from you (though bill copy was to be given by you) and rejecting the same.
we request you to kindly provide the original bill copy of the set for further discussion on this unit.
We have given stand by unit to you to avoid any discomfort to our esteem customer which also needs return as per policy.
Pls confirm on the same ASAP.
Regards,
Subhankar Deb
CS
Ph 9873338826
&-- Forwarded by Sumit Bajaj/DEL/LGE/IN on 04/01 06:40 PM &--
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Re: lcd tv/service problem
Tuesday, January 5 9:55 AM
From: "[email protected]" Add sender to Contacts To: "Harpreet Singh"
Dear Customer,
Thanks for sharing your concern with us.
We have forwarded your issue to the concerned branch office so that an immediate step can be taken in this regard.
To help us serve you better, please provide us your valuable feedback, on our service ID [email protected].
Thanking you and reassuring you of our best services always.
Thanks and Regards.
Ravinder Chaudhary
Customer Service Dept.
LGEIL- Head Office
Greater Noida (UP)
0120-2560900
Harpreet Singh
04/01 06:27 PM To [email protected], [email protected], [email protected]
cc [email protected], [email protected]
Subject lcd tv/service problem
Dear Mr. Shin/Mr. Amitabh Tiwari,
I would like to draw your attention to my service complaint pertaining to a LCD TV of your brand which I own.
We have been experiencing a negative picture problem with the LG LCD TV which we purchased about a year ago.
As per your required process, we had duly registered a service complaint on the 25th of December ’09 (No: C309C2506706). Post which a certain Service Representative by the name of Mr. Brijpal turned up at our premises for diagnosing and rectifying the problem.
We were a bit surprised with the response of the Service Engineer who was visiting us, he immediately (on merely seeing the product) stated that the module panel of the LCD TV is defective and needs to be replaced. This was disbelieving to us as neither did he handle the product or make a diagnosis of the problem. He concluded that the LCD TV needed to be taken to the local service centre for repairing. We were curious enough to ask him as to how he could arrive at his conclusion to which he replied in a very offended manner, that he was a certified and experienced engineer to know the problem, and we should not be question him on his profession.
He then informed us that the official service van would arrive at our residence the next day on 26th of Dec, to have our LCD TV collected and concurrently provide us with a stand-by product for the service period. Obviously as expected of LG’s standards, no one turned up as scheduled or informed us of any change in itinerary. We received a surprise call from a gentleman named Shamshad on the 29th of Dec, who said that he had come from LG and was waiting at our door for collecting the LCD TV. We informed him that we were not available in the city, and it would have been better had they informed us earlier of his grand arrival. Anyways, the LCD TV was finally collected the next day on the 30th of Dec. And thank you, for the Stand-by LCD provided to us, we have never seen any worse condition of an LCD TV, seemed like it belonged to the stone-age. Old, broken and rickety. (I hope LG isn’t in a similar condition)
But as unassuming consumers, we resigned to fate on the quality standards of your service team, with the only request that our LCD TV be repaired and returned to us at the earliest. We were spontaneously told that the LCD TV would be repaired and returned the next day itself.
The day next we received the most harrowing call of our life from LG. A gentleman named Mr. Amit Wasan phoned us to inform that this particular model of the LCD TV is apparently an imported version from the company and that they cannot service or rectify the product of its problem. They suggested that we should come over and have the LCD TV collected from the service centre and absolutely nothing could be done about it. (Ohh and they were kind enough to suggest us that we should go and buy a new one, when we asked what we should be doing now).
Wow. This is the most preposterous experience I have had with any brand in my life. I always thought government agencies were the worst.
How ridiculous is this? I buy your product and you refuse to service it a year later??? On what grounds??? That it’s an imported version and you don’t have the spares!!! Would you want me to seriously dump the LCD TV into the garbage bin and buy another LG LCD TV…… again??? Or would you be shameful enough to get your act together and resolve my problem immediately.
Thanks.
Mahender pal singh
3/34 A vijaynagar double storey
Ph-9871220201
9210039492
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