Monitor
Done

To,

Customer Care

LG Service station

[email protected]

Sub: Complain against Pragati Service, Guwahati, Assam for Demanding more money and bad behavior of the staff.

On the morning at bout 10:15 Am I took a 19" Flatron monitor of LG make model No. EB 770G-NA with set serial No. DO3A207IL003123IN Chasis No CA-109 38507IZ486C with base was deposited in Pragati Service, Guwahati, Assam for repair of display, because display sometime become small during start up but run after sometime. They took the set in their custody and give me JOB SHEET . No 399 dated 03 January and said that they will phone me after their service engineer make a estimate about the repairing cost. And at about 1:35PM of same day a person call me from the mobile no. 919435011325 and told me that the estimate will be around Rupees 550/- including service charge and asked should they proceed or not. Then I told them that to keep the amount maximum to 550/- if it turn more than that I will not repair the set since it is running nicely after a little bit of problem at start up. They said OK and agreed to repair the set around 550/- and deliver it at the evening. When I called them at the evening on the same day at same phone number they told me that set will only be available at Monday and they will ring me back on Monday when the set will be ready.

On Monday (05 January) when they did not call me back till 1pm I called them at the same telephone No. 919435011325. they old me that it is their tiffin time so they will ring me back after the service engineer return from tiffin and I waited for some time and rang them back at the phone no. 0361 2733 at around 2:25 PM they told me that the set is not ready and they will ring me back in an hour. They rang me back from the same phone no. 919435011325 at around 3:45 PM and told me that the service amount has escalated to around Rs. 785/- and the set will be ready after sometime. When I told them about the verbal agreement of Saturday when they gave me an estimate, I was shocked by the answer, as the person told me that, he is not concern with the previous estimate nor he is aware of it as it may have been given by a non-technical person *1 there, and now what he is saying is final and if I want to repair the set I have pay Rupees 785/- because is the service engineer. Then I told him to return my set as it was deposited since I will not pay above Rupees 550/- as per previous estimated amount. Then he threatened me in very rude manner *3 and told me to be careful what I am talking, because he is recording every bit of conversation *2, but when I stick to my words then he asked me to come over to their service centre and settle the matter their Service Centre.

Then I readily call the Local branch office of Guwahati and asked them to whom should I talk about the problem I am facing, the I was directed to Mr. S. Dutta Service Head. I telephoned him on the phone no. 919859917653 and the Gentlemen promptly responded to my complain and he after 2nd call. put the two party on conference and asked me to aging repeat what has happen, when I told him about what has happen in conference in presence of Pragati Service, and the he asked me to pay the estimated amount of Rs. 550/- for repair and servicing of the set and collect on the same day. I thank the local branch office and Mr. S Dutta for their prompt service and action and probably you need more Gentlemen like him.

Then when I went to collect the set in the evening at 5.55 PM they gave me the set and when I enquired about the warranty *5 of the service, they told me that they will check the set in front of me and after taking back if something major went wrong they will not be responsible but for minor problem they will respond for one to two days. *4 As the set was deposited with base but the base was not returned till I remind it to them by showing in the job sheet. Then when returning the base the serviceman in a very rude manner told me that he will see me when I come next time. If this is the service your company provide to people then there is two option either not to buy any LG product or if one even buy any product by mistake and then have problem never to visit Service Centre. Because by visiting LG Service Centre what you get is humiliation and rude behavior as a reward of buying LG product.

*1 Did LG Service Centre depend on non-technical person to make estimate?

*2 You can get the recording of the conversation from Pragati Service Centre and listen really what happen.

*3 From since when LG has to appoint GOONS in their service centre to extract money from customer?

*4 How a layman distinguish between major and minor technical problem, is there any criteria to distinguish for a lay man from LG?

*5 How many number of days warranty is offered after servicing in the service centre?

N Choudhury

[email protected]

Guwahati-781001