LG BW5NT1 - 5 Star Rated 1.5 Ton Ac
V.N. Agencies / LG Dealer
Uttam Nagar
New Delhi, Ne 110059
IN
www.lgindia.com
Hello,
I am a customer of LG and a user of LG Products. Recently I purchased a LG 1.5 Ton AC on 19th April from V.N. Agencies, Uttam Nagar, New Delhi. I was very happy to get a new AC from LG at my home. The AC was installed by LG Engineer on 20th April (Ref No: C1042003111). Untill, then I was very excited.
My whole excitement was lost, when I turned on the AC after installation. It seemed to give good performance, the installer said its ok and he took his money and left. I started using the AC, but to my surprise, the AC could not bring the room temperature down. Even after hours of operation, the Room temperature was stable at 26-27 degree centigrade. I asked a friend who purchased the same AC from the same shop with me about the issue and he said that his is working fine and it gives a very efficient cooling and cools the room in just about 30 minutes time.
I called up customer care at 1800-180-9999. Please find below a series of complaint numbers and the solution provided by the engineers, which has so far not been able to resolve the problem but has increased the tension for me. I feel that LG is trying to harass me and the engineers are trying to give me mental trauma, so that I avoid calling up customer care and use the same AC.
C1042236674 - 22 April: I lodged a complaint explaining the problem and asked Customer care to get it rectified. An engineer visited my place and explained that the AC is properly working and he has just come to give a demo and not to cater to any of request / resolution to my problem. He took my signatures on a paper and left for the day. Problem not resolved. I kept on using the AC, thinking that may be it was new AC, so it would take some more time to adjust to environment of my room. Nevertheless, problem unresolved.
C1042236661 - 24 April: I again lodged a complaint and explained all the problem to LG Customer care. An engineer visited my place and examined the AC. He said that installation for the AC is fine, but the product has a manufacturing defet and it should be replaced. I asked him to give this in written and then he said he would talk to his senior. After sometime, he said that he will send a senior engineer for the issue rectification and on a temporary basis, he shifted the temperature sensor of the indoor unit to some other place. My wife signed the servie papers with feedback of engineer. Surprisingly, the movement of temperature sensor caused another problem. Now, as soon as we started the AC, the temperature dropped drastically (only in the dispaly and not in the room).
C1042834451 - 28 April : 3rd complaint logged, for no resolution. Another engineer visite my place and checked for the problem. He said again that the product is having some defect and also the temperature sensor is placed at wrong place. He then made some corrections on the front panel of indoor unit. He advised to monitor the performance for 24hours and then he would come back again to get service form signed. Please note that the engineer was not in LG uniform, neither he had is identity card. Finally, the AC remained unrepaired and there was no response after 24 hours from the engineer.
C1050330721 - 03 May: On this complaint, the same engineer visited my place, who came for complaint of 28th April. He then said that I should get my windows glass removed or packed and get some walls broken to get a proper cooling effect since the AC is working fine. I asked him to give this in written that if I break my windows and build walls or close the windows permanently, the AC will work fine. He then said that he would check the compressor. After that he reached to a conclusion that the compressor is not working fine and there is deficiency of gas in the compressor. For this he marked as "Gas Leakage". I asked as to how it can be that there is gas leakage and the AC is giving slight cooling, if at all there is leakage, the AC should not be cooling at all. He said that he would speak to his service manager and send someone senior for repairing.
I waited for a week but there was none to serve me and resolve my issue.
C1051335454 - 13 May: I again lodged a complaint. This time executive gave me the number for Uniquare Services (Mr. Sharma - 9711988017) and advised me to speak to him for a solution. I spoke to him but there was no engineer visiting my place. Finally, on 15th May, I called up again at customer service and asked them to escalate the case. This time executive gave me the number for a lady Vibha (9811354682). I called her up and spoke to her about the problem. She promised to send an executive in one hour, no one turned up. I again called up Mr. Sharma and gave a warning for taking the matte to consumer forum and this time he said that he would send the engineer in 1 hour and this was met. Another engineer visited my place, and he said that whatever the other engineer said was bogus. I should actually get my AC shifted or re-installed at different place to get cooling. I asked him to run the AC and check for a few hours. he did as the last engineer did, the AC ran for One hour but the temperature never dropped below 29 degree centigrade. In fact after some time of operation, the temperature increased to 30 and then to 31. The engineer however didnt give up and put some more gas in the compressing unit, but all in vain. He then said that the AC needs a replacement and I should write this in the feedback form. When I asked him to do so directly, he declined and said that he would send someone senior to him. No one turned since then.
Today, on 17th May, I got a message from LG asking for feedback on SMS for the service that was provided. So far no service is provided and my problem still unresolved.
So, I lodged a complaint again on lgindia.com for which the complaint No. is : 17051087173 (17th May). So far no one has attended this complaint.
Aftere rigorous follow up on daily basis, I got an engineer at my place on 19th May, who checked the AC and shifted the compressing unit to a different place, saying the installation has not been done properly. He further said that he would come the next day to recharge the gas.
Next day, he came and removed all the gas and filled in gas again in the AC. But all efforts went in vain, there was no change. The AC never cooled the room. Then the engineer said following points which he has given in written:
Atmosphere temperature is 45degree, so there is problem in cooling
One side wall of room is warm and thus the room temperature is not being maintained and so AC is not able to cool
Grill Temperature is 13.5degree, that means there is some problem in AC..but the ACs in show rooms are showing the same grill temperature, however they are cooling below 22degree
Overall there is problem in site, and so the AC is not cooling.
I then called up V N Agencies, from where I had purchased the AC and they had promised that if there would be any problem in site (if identified by engineer / installer), the AC will be returned. I spoke to V.N. Agencies about all this and their promise to replace the AC if there is any problem, they simply declined and said that I should contact LG for any further support. They even declined to help, saying if there is problem in site there is nothing much that they can do, except that the AC be dumped.
** The AC is a brand new AC, which promises to Cool even at 54 degree temperature. Howcome it is not cooling at 45 degree and it fails to provide the cooling effect.
I am so much pissed off with this poor service of LG that I no longer have the trust in LG products and specially where you claim to provide services within 24hours, it shouls mean to provide a resolution and just a visit by engineers. I have lost all my hope in the customer service department, still I am writing this mail with an expectation that someone would look at my issue and provide a resolution. Otherwise, I am forced to take stringent action on this.
Some points to note:
Different engineers had different suggestions, but no resolution.
there was no consistency in the identification of problem for the AC
Two engineers claimed that the product has manufacturing defect, but declined to give in writing.
Two of them advised to either get a new wall constructed, or window permanently shutdown since it was made of glass and was radiating heat outside or to get a reinstallation done at my own cost. Why has LG hired specialist installers then, to repeat installation and make more money?
No engineer was able to identify the real problem, some moved the sensor, one declared gas leakage, the other filled gas... is it just to fulfill the customer complaint addressing mechanism in 24 hours or to provide a resolution?
Surprisingly, no engineer visited my place / or called me up within 24 hours of complaint lodge.
The engineer visited my place and after that call got closed. May I know upon whose confirmation the call was closed? Since, I got no resolution to my problem why was the closed?
Your feedback agency called me up to collect feedback upon the service and promised that he would forward it to higher authorities for a solution, no response so far.
All the engineers visiting my place for resolution are verbally saying that the product has manufacturing defect, but no one is ready give in writing. And, when I ask it in writing, they say that the site has a problem, atmosphere temperature is high, room is on first floor etc.
Can someone provide me support / help me in getting this problem resolved.
I humbly request you to provide a solution: either rectify the problem or replace the AC.
Thanks and regards,
Lokesh Kumar
91-9717770186
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