I had purchased an LG split AC (Model No. LSA5MP5S) on 17/03 from Juneja's Circuit Mall Pvt. Ltd., Chandigarh, and had got it installed by a local authorized service center (Ganpati Electronics, SCF 12, Sun City, Rupnagar), after calling LG customer care for installation. I had paid for it accordingly. A few months later, I discovered a water leakage from my indoor unit. I called LG customer care. They had sent a technician, through the same ASC for repair. The technician simply wrapped the pipes to prevent leakage. This year, I again discovered the same problem from the same AC. I called LG customer care again. The technician from the local authorized service center (Hightech Engineers, SCF 12, Sun City, Rupnagar) and said that the AC was wrongly installed. I would need its reinstallation and I would have to pay for it.
If the original installation was done by a authorized service center, I was not responsible for its mistake. I suppose, LG should accept the responsibility. Why I should pay for a reinstallation, if the fault is on the LG side? I again called LG customer care and was advised to talk to Mrs. Kiran Sharma. who told me that I do not have to pay for reinstallation. However, when the reinstallation was done, the technician asked for the payment and asked me to call the service center owner for further clarification. I talked to that person, who said that Mr. Chopra, another customer care person, told him to settle the matter with partial payment. I was forced to pay the same.
I further talked to Mr. Chopra, who simply does not have any proper explanation for any of my questions and dropped the phone call all on a sudden. He said that as I have paid for it now, nothing can be done. I asked him why he is talking in favor of the service center and not in favor of the customer. He could not answer. He believed that I had installed my AC with an unauthorized person, and did not call LG for the problem within a few months after the purchase. Both his allegations are simply wrong, which he cannot now accept.
I had lost my good faith in the customer service of LG. Now, I wish that LG should return my payment (Rs. 600 Rs. 450 for service charge) for the reinstallation and the necessary compensation for this harassment. LG should take the moral responsibility of the mistake that its authorized technician had done and should do the needful for its reversal to retain my trust and faith in the company's policy.
Please note that I am a loyal customer of LG. I have a 2-door refrigerator, a microwave oven, two split ACs, a LCD TV, a DVD player - all from LG.
Sincerely,
Shubhrangshu Dasgupta
Qr No III/11
IIT Ropar
Rupnagar, Punjab, 140001
Ph.: 9646968757
email: [email protected]
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