LG Electronics TV
LG LCD Panel Pathetic Service

& On Fri, 10/15/10, Ronald Fernandes wrote:

From: Ronald Fernandes

Subject: Fw: Re: LG Request Id C10A0907445 (Travails of a Customer)

To: lgservice@lgindia.com, atul.kulkarni@infinitiretails.com, feedback@cromaretail.com

Date: Friday, October 15, 10:11 PM

Hello

To all friends, associates, colleagues and well wishers marked bcc in this email. Request you to start a chain mail to highlight the services of LG which will help discerning buyers to take the right decision.

Read the trailing emails and then read from here.

After all the ordeal, the field rep arrived with the relevant part on Wed Oct 13 and then he discovered that he required one more component which had failed. I do not understand what diagnostics he did conduct in the first place. Is this some kind of trial and error process?

He then promised to revert with this component on Thr Oct 14. We waited but on Thursday Oct 14 he did not arrive. Now we are awaiting him on Friday Oct 15 and till this moment there is no contact from this gentleman. (My apologies for not having recorded his name). I tried to reach him as late as 7.30 pm but to no avail. He does not even have the courtesy to pick up the call.

Again I am not clear as to why components have to come all the way from Gurgaon and are not stocked in Mumbai which by fair guess should be the largest market. Is this stocking done for the convenience of LG or the customer?

I have now given up on LG and will be proceeding to return the product and ask for a full refund.

Do hope you read the entire email and take your product decision accordingly.

Thanks

Ronald Fernandes

9198337 37736

& On Wed, 10/13/10, Ronald Fernandes wrote:

From: Ronald Fernandes

Subject: Re: LG Request Id C10A0907445 (Travails of a Customer)

To: lgservice@lgindia.com

Date: Wednesday, October 13, 3:59 PM

Thanks Roopa. Your field rep has contacted me with the concerned part. Will keep you informed once the problem has been resolved. Ronald

& On Wed, 10/13/10, lgservice@lgindia.com wrote:

From: lgservice@lgindia.com

Subject: Re: LG Request Id C10A0907445 (Travails of a Customer)

To: "Ronald Fernandes"

Date: Wednesday, October 13, 12:57 PM

Dear Customer,

Thanks for sharing your concern with us.

We have forwarded your product 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 lgservice@lgindia.com.

Thanking you and reassuring you of our best services always.

Thanks & Regards

Roopa Panwar

Customer Service Dept.

LGEIL- Head Office

Greater Noida (UP)

Ronald Fernandes

To

lgservice@lgindia.com,

10/12 06:04 praful@lgindia.com,

PM atul.kulkarni@infinitiretails.com

cc

chandnee.fernandes@ness.com,

sim_musicfreak@hotmail.com

Subject

LG Request Id C10A0907445 (Travails

of a Customer)

Hello and A Very Good Evening to all of you.

I do hope my message reaches the right audience at the right time, as I

have pulled out these email id s from the Internet.

The above Request ID pertains to the LG LCD TV purchased from Croma Malad

Mumbai on Nov 29. The TV malfunctioned last week on Friday Oct 08

2010 and my daughter called by the Croma Retail store at Malad and was

informed that "SOMEONE", would contact me on my mobile (registered with

Croma at the time of purchase). I did not receive any call on that day.

Realisation dawned on me that it s the Customer who has to follow up. May

be that s the Defined-Service-Model. We called back on the next day

Saturday Oct 09 and were promptly advised by the Croma Rep, that your

TV is within warranty and you should call the LG Service Centre. Eureka -

A Great Discovery. I am at a loss to know why Croma could not give us this

information on the first call on Thursday and thereby save a day. May be

that s the Defined-Service-Model.

We then called up the LG Service Centre and were promptly advised that we

will receive a call within 2 hours and a service representative will visit

us within 24 hours. I promptly received a sms at 11.25 am on Sat Oct 9

2010 with the Request Id. Next step was to wait for those gruelling 2

hours. No call was received. May be that s the Defined-Service-Model.

After a good long wait for over 5 hours we then called again. And again we

were advised that we will receive a call from the service team within 2

hours and they would visit us within 24 hours. May be that s the

Defined-Service-Model.

We awaited the call and then gave up for the day. Now comes the third day

of our travails as it was Sunday Oct 10. We decided to wait at home

to welcome the LG Service Rep.By this time we had forgotten that the 2

hours had lapsed. Please accept my apologies for the same. How dare a

customer forget to follow up on the service? It s his/her bounden duty to

remind you of the service required. Having realised that we had forgotten

to call you, we then again called up the LG service centre. And this time

we got a slightly modified reply "You will hear from us within 2 hours and

our rep will visit you before 7 pm". When we reprimanded that gentleman on

phone that this is our Third reminder and that as per the first call your

rep should be here within the next 15 minutes and we have not got any call

within those 2 hours. I don t want to mention the arrogance of the

responders including those from Croma here. Less said the better. I

realised that again its the Customer who has to go through these travails

to get the service. May be that s the Defined-Service-Model.

We then called up the Croma retail store and had to bear the arrogance

here to. We apologise again. May be we forgot that we are the customers

and have to bear this arrogance from big brands like LG and Croma. What

was very disturbing here was that the Croma rep ifnorming us that as a

customer you dont have to do anything but just leave it to them. Now this

conflicts with what they stated on Saturday and asked us to call LG. Why

didnt they forward the call themselves in the first place on Friday. Why

this confusion? May be this is the Defined-Service-Model.

Now the inevitable happened. We finally received this so defined 2 hour

call and the representative visited us. We diagnosed the problem to be

power unit issue which needs to be replaced. He did not have the component

and advised that it will be replaced as soon as the part is available.

When questioned he was not in a position to define any timeline for the

same. And immediately defended his postion and that of LG by saying that -

When the part become available they will come and resole the problem. May

be that s the Defined-Service-Model. From the conversation with him, I

could infer that this being a standard problem and wondered as to why such

parts were not stocked for quick service turnaround. May be that s the

Defined-Service-Model.

We are now on Tuesday Oct 12 more than 2 days from the time of the

problem being diagnosed and 5 days from the time of first reporting of the

problem (at Croma) and don t know when this problem will be resolved.

I now give you 24 more hours to get this issue resolved else I will return

the Product for a full refund and will be compelled to begin a chain mail

highlighting your "Defined-Service-Model".

Ronald Fernandes

919833737736

Company: LG Electronics TV
Country: India

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