- Immediate replacement of the defective air conditioner and due compensation for delay/harassment ^Open

Kshirod Kumar Samantara filed this complaint against LG Electronics on May 29, 2019

Resolution Demanded:
Replaced
Damages

I bought an AC (please see the product, dealer and installation details in the attachment) on **st Mar ****. At the time of delivery, I found that the serial number is written on the carton and the serial no on the invoice are not matching. I reported this to the dealer and they said it does not matter as the product is registered on my name and not as per the serial number. I believed them and allowed for installation. The installation was done by two totally unskilled technicians who took almost * hours to install the AC. First, they positioned the indoor unit wrongly and again removed it, drilled the wall again and somehow fitted it. From the very first day of installation, the AC was not cooling properly. Gradually the cooling effect came to NIL within few days. It was reported to LG servicing centre. Service engineer came for inspection and found that due to improper installation, total gas has been leaked out and thus it stopped working. The AC was inspected for the second time by two more LG service engineer on **/**/**** and they also submitted the same report as the previous one which said: "due to the wrong installation, there was a leakage of entire gas". As a result, the AC stopped working effectively from the very next day of installation. Though I was told to go for repair by the service engineer (Refill of gas and properly install the indoor unit again), I did not agree to this proposal and asked for a replacement of this defective AC with a new set.
I justified the reason as below:
*. I have not used the AC properly even for a single day from the date of purchase. The issue came up due to improper installation. So a repair is not acceptable to me now.
*. As we have experienced in the past once the gas is refilled it will keep giving trouble very frequently and ask for repair. As you know in Bangalore AC is needed only during peak summer, maybe for two-three months at the best. Had I not been this issue, I could have used my AC minimum for *-* years without any repair.
*. It has been a kind of harassment for me, since the date of buying this AC. Followings are the reasons: -
a) The serial number in the physical unit was not matching the serial number mentioned in the invoice.
b) The installation took * hours and was done by an unskilled person, for which the AC stopped working and demanding a major repair.
c) There are frequent inspection visit thereafter (even though the reason is known to everyone) that really disturbed us.
d) When I spoke to the area service manager on **/** ****, it looks like this is leading towards conflict as he insists me for repair instead of replacement, which I did not agree.
e) My purpose of buying the AC during this summer has been defeated as I could not use it when the summer was at its peak and still it is pending.
f) I have made several correspondences with LG in this regards. In response to my every mail, they have assured me that "Respective team is working on the issue and it will be resolved soon". However, it is not so far. It’s a kind of harassment I have come across for more than one month from now. All the mail correspondence can be provided on demand.
With all the above I felt cheated/harassed and therefore lodged this grievance against LG electronics, demanding an immediate replacement of the defective Air Conditioner with a new set and provide me due compensation for the delay and harassment caused all these days.

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