- Repeated Delays and Lack of Resolution for LG Refrigerator Complaint ^Open

Kunwar Sahib Singh filed this complaint against LG Electronics on May 31, 2024

I am writing to bring to your attention the ongoing and unresolved issue regarding my LG refrigerator, which has caused significant inconvenience and frustration. My complaint reference number is RNPxxxxxxxxxxxx.

Here is a chronological summary of events for your reference:

*. **-May-****: I registered a complaint regarding my LG refrigerator through the LG ThinQ app. The service engineer who visited identified a problem with the compressor and stated that it needs to be replaced. However, he was unable to provide a timeline for the replacement.

*. Immediately Following Engineer's Visit: As requested, I promptly provided the purchase invoice. When I inquired about the manager's contact information, I was referred to Mr. Bhupinder Singh, who informed me that the company was running short of compressors and could not provide the part before **th May.

*. Escalation through LG ThinQ App: Due to the delay, I escalated the matter via the LG ThinQ app. They provided me with the contact number of Ms. Kamaljit Sandhu from the Branch Office. Despite regular follow-ups, Ms. Sandhu has been unable to offer a resolution.

*. **-May-****: Upon checking again with Mr. Bhupinder Singh, I was told that the part is still unavailable, and I would be updated by Tuesday.

*. **-May-**** (Later that Day): Feeling harassed, I contacted the LG Customer Care Toll-Free number. Rudransh, the customer representative, attended my call. I requested escalation to the senior team and briefed him on all the events. He promised to get back to me by * PM but did not follow up.

*. Follow-Up Actions: I wrote an email to LG Customer Care and filled out the complaint form on the LG India website. I waited patiently for *-* days, receiving a response after ** hours that my concern had been forwarded to the branch office.

*. **-May-****: I called the LG Customer Care Toll-Free number again, and Mr. Gaurav from the Senior Supervisor and Escalation team attended the call. After a long hold and communication, he informed me that the part was still unavailable and would be sent in the first week of June. I expressed my frustration about waiting ** days without a refrigerator and mentioned my intention to go to the consumer court if necessary.

I want to bring to your notice that we have been given false information repeatedly. Despite continuous follow-ups and reminders, we have received casual and unhelpful responses from LG.

This issue is especially critical as it is peak summer, and my refrigerator is under warranty but remains non-operational due to poor commitment and service delays.

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