Lg - LG AC giving problems soon after purchase

We had purchased a *.* ton LG split AC (model no. JSQ**MPXD) on **th May **** from Ezone South City Mall, Kolkata. It had cost us Rs.**,***. At the time of purchase, Ezone misguided us into buying an extended warranty (at additional cost) for * years by hiding information and not telling us that this extended warranty is with them through Tata AIG and not directly with LG. If we had known this, we would have never paid money to a third party for the warranty.

Since **** the AC has been giving cooling problem. During the first year, LG extended service and in **** Ezone extended the service. However, when this year again the machine started giving problem, Ezone has been extremely lackadaisical in attending to problems and they do not follow any turn around time and we have to keep following up with them. This year on **th September after following up on the complaint registered for cooling problem, and after telling them that we will take help from the Consumer Rights Forum, one Mr. Raghavendra A.K. of Ezone Customer Care told us to proceed if we wish. However, they sent a mechanic named Gobinda Shaw that day only but he could not repair the machine and said they would get back with the required parts later. After ** days on **rd September, he called again and tried to convince us into buying the required LG parts which they said they would reimburse, but was not ready to give any written commitment. Also, one Mr. Priyaranjan Ghosh from Tata AIG had also called and asked us to buy parts from LG saying they would reimburse the cost but was not prepared to give any written commitment on the reimbursement. He said that original parts may not be available in the market and hence he kept insisting that we buy the parts ourselves. So we really do not know if after the purchase of parts we would receive the reimbursement or not. Also, we fail to understand why we have to take all the trouble if we have already paid for an extended warranty. When we declined and insisted that they would have to replace the parts directly and we would not pay since it is within warranty, they stopped connecting with us and ever since no one has come or called from Ezone.

Since we had also sent a written complaint to LG on this stating that we are complaining to Consumer Forum, * LG mechanics (one’s name was Bubun Kundu) visited us on **th September and said that they can change the gas and condenser but we would need to pay them the service charge. We declined as by now we are extremely upset with this whole episode of harassment. We are totally dissatisfied and disappointed with the purchase of LG product and poor service extended by Ezone. On top of it, Ezone has cheated us by hiding information and not telling us that the extended warranty is with them and not LG.

It is not acceptable that even after paying so much money we have to run from pillar to post because companies like LG are selling defective products & shops like Ezone are fooling their customers.

We want LG to immediately give us full compensation against the defective product. After all, such an expensive product that becomes defective in less than a year of purchase, has either a design defect or a manufacturing defect or lacks proper quality checks. Either way, it just adds up to harassment of the consumer.

We earnestly request Voxya to help us in getting our rightful compensation in the form of full refund of Rs.*****.

Thank you.