1. This in reference to my complaint No. RNA 110329077951 dt 29 Mar pertaining to my Plasma TV 42PQ30R and my subsequent emails thereto on subject of 04 Apr, 10 Apr and 25 Apr 11 respectively.
2. The complaint is still to be rectified and I think the reason is that it has not been understood in correct perspective. It seems there is some apprehension, since the mail has not been read by appropriate personnel in the hierarchy, hence having miscomprehension of the whole issue. Therefore, this letter so that the issue can be addressed in appropriate manner for mutual benefit of both i.e. the customer and the company.
3. Background. As a matter of fact, before I come to the main issue it is very relevant to understand the background to the whole problem as it is has an inter-se-relationship with the present issue and has connected implications. The same is given in succeeding paragraphs.
4. On 04 Mar I purchased LG Plasma TV 42PQ30R from NEXT Showroom located at Mall Road, Amritsar which was installed at my residence at 9 Harkirat Road, Amritsar the following day.
5. Subsequently, on 17 Nov I purchased LG Home Theatre HT762TZ from LG authorized dealer Indian Stores, Rajpur Road, Dehra Dun (my home town). On arrival at Amritsar i.e. my place of work on 19 Nov I spoke to the LG All India Help Line for product installation and demo. My request ID was C10B1934959.
6. On 20 Nov 10 an LG Service representative (Mr Binpreet Singh) visited my residence at the above mentioned address. However, he could not perform the task required and informed that some other person will come as it was beyond his purview.
7. I waited till 26 Nov 10 and thereafter contacted the dealer from whom I had purchased the product. Therefore, they on my behalf lodged for required assistance and service request. The ID given was C10B2625543, however no service engineer came.
8. On 29 Nov 10, I again lodged a complaint with Service ID No- 291110119963 through the net giving complete details of the case. On 01 Dec a service representative visited, but regret to say he was not very much conversant with the system, though somehow managed to install the product. At the same time, the HDMI could not be activated as he stated that the HDMI cable was defective, which incidentally was a new cable.
9. On his advice, I purchased a new cable and on 02 Dec 10 a service representative again visited my residence. But, again he could not connect the Home Theatre to the Plasma TV through the new HDMI cable. This representative informed me that the fault lay with the card/motherboard of the Plasma TV and the Service Centre would get in touch with me. However, there was no response from the service centre.
10. On 04 Dec 10, I again through email contacted LG Service and on 06 Dec 10 they responded by saying that the issue had been forwarded to concerned Area Service Manager.
11. Consequently, the following day a service engineer visited my residence and changed the card/motherboard of the Plasma TV. However, the problem still persisted i.e. Home Theatre not getting connected to Plasma TV through HDMI cable. This service engineer informed me that the Home Theatre card was defective which he would rectify the next day subject to its availability.
12. After couple of days, the service engineer visited my place and rectified the Home Theatre card after which the system started functioning.
13. Now on 29 Mar the Plasma TV did not switch on for which I put in a complaint having ID No-RNA 110329077951. The service representative (Mr Tejbir Singh) visited my place on 30 Mar 11, but the fault could not be rectified as he informed that there may be a problem with the card (which and what card? he was vague) and this needs to be changed and it would involve an expenditure of approximately Rs 4000/-, since it was out of warranty and also the part was not available with the service centre.
14. Later, Mr Jatinder, Area Service Manager got in touch with me and I explained the problem and told him that evidently the product is defective, since just in a span of year plus it has developed defect twice of similar nature, hence the issue needs to be looked differently. He assured me that he will look into the matter and if need be approach the concerned people. I also happen to remind him again on 20 Apr 11, however he being on leave informed me that he will revert back to me.
15. I again through email on 25 Apr forwarded the progress of complaint and the HO Customer Service Dept through return email replied that, “We have forwarded your product issue to the concerned branch office so that an immediate step can be taken in this regard”.
16. Status of Complaint. No response from anybody from LG, thus no meaningful progress till 30 Apr.
17. Analysis and Issues to be Addressed. It will be quite pertinent to mention, that it is reasonably evident from the above that both the LG products (Plasma TV and Home Theatre system) which I have purchased suffer from following drawbacks/defects which is a matter of concern and they are:-
(a) Both the products developed defects within first year of purchase and
to be precise:-
(i) Plasma TV. 9 months from the date of purchase.
(ii) Home Theatre. Defective ab-intio from the date of purchase.
(b) Plasma TV again developing defect after 3 months of change of card, being similar in nature. The service engineer not being very sincere and transparent in his approach leads to credibility deficit.
(c) In all probability used LG Plasma TV being sold by the dealer i.e. NEXT and also same being the case with LG Home Theatre. Reason for doubt especially in case of Plasma TV being that after selection of product (04 Mar) at the show room, the billing and payment was done at the time of delivery (04 Mar) at home, as I was told that that the Plasma TV was not in stock and had to be brought from other place. The other place being questionable - as on further enquiring the delivery person did not elucidate. Hence, this doubt in retrospect.
(d) Defects pertain to cards in both the products and recurring as obvious in case of Plasma TV.
(e) Poor quality control at the time of production (Home Theatre being ab-initio defective) - inadequate quality checks at various stages of productions.
(f) Poor quality or spurious components being installed which is indicative from the fact that the same component getting defective in a span of 3 months in Plasma TV.
(g) Deliberate attempt to put components having functionality of 1 yr or less (1 yr warranty for a new product purchased) and for subsequent replacement of parts – maximum of 3 months warranty. This presumably with view to having an eye on the customer/consumers wallet so that either he keeps paying for the defects occurring or goes in for AMC as getting intimidated with recurring defects.
(g) Lack of integrity, poor values and morality on part of LG, though being a claimant to be "No. 1 LG" through the practice of "Jeong-Do" Management and LG's management principles, "Creating Value for Customers" and "Respecting Human Dignity, ”- which I feel is doubtful with anguished customers like me.
18. Recommended Solution. In keeping with VISION of the company i.e to quote:
“LG strives for greatness in what we've identified as our three core capabilities: Product Leadership, Market Leadership, and People Leadership—each strength a key part of realizing our growth strategies for "fast innovation" and "fast growth".
LG Electronics is pursuing the vision of becoming a true global digital leader, attracting customers worldwide through its innovative products and design. The company’s goal is to rank among the top 3 consumer electronics and telecommunications companies in the world by 2010. To achieve this, we have embraced the idea of “Great Company, Great People, ” recognizing that only great people can create a great company.”
Therefore, if LG truly wants to achieve its vision of being ranked among the world’s top three electronics, information, and telecommunications firms, then it will have to do much more than to be just jingoistic in its vision statement. Keeping in view all these aspects, following needs to be addressed immediately:-
(a) Plasma TV sold to me by NEXT outlet to be checked for its authenticity for not being a used piece and same to be replaced by a new set of similar model immediately.
(b) In addition, company should penalize the dealer (NEXT) so that in future the dealer does not resort to such unfair practices, thus spoiling the reputation of the company.
(c) In case, the Plasma TV is not a used piece sold by the dealer, then unfortunately this particular Plasma TV piece happens to have poor quality of components or at the time of manufacture inadequate quality control checks were applied. Thus, to avoid recurring major defects of similar nature and to mitigate customers agony, the Plasma TV set to be replaced with a same new set without any further delay.
19. Response. You are requested to respond to the course of action being taken and also the time frame required by the company to resolve issues pertaining to the complaint. As a matter of fact, it is now more than 30 days after logging the complaint and the whole system remains off road.
D. Bahuguna
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