- TV screen broken Issue ^Open

Karthic filed this complaint against LG Electronics on May 07, 2024

I am sharing the email content that I sent to LG escalation team which would be much clear to understand.
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I am one of your long term customers with LG products known for their premium products. Recently I bought a new OLED TV (OLED**C*XSA.ATR) from "Croma" Store which is located at Ambattur, Chennai, India.

F one TV installation, * service centers repeatedly calling me for installation process and even after the installation they were still asking me for installing the TV which was already done. I don't know why there is no proper internal communication. The first problem I faced during installation was the installation Engineer who handled the TV was not professional. I complained the same to the service center team but they did not mind about it. The same Engineer was the one who travelled all along the last part of my issue.

Initially the display was defective when I bought it from the store. The LG team told me that they will replace the OLED panel for free of cost. Within a week, the service center checked and ordered for new parts. When the service center received the new part, they asked me to take the Tv and come to the service center for repair. I checked with them for a pick up/drop service since it is a one week brand new TV. But the service center team denied. Then, after requesting for more than * times, without no luck I took the TV to the store for repair which is **-**mins travel from my home. Again the same Engineer who installed the TV, worked for replacing the panel. I again told them that please don't assign the same Engineer since I don't feel he is handling the product safely. But they denied and told me that he is a good technician and made him to replace the OLED panel.

After they replaced the screen, the Engineer turned ON the TV for few seconds and showed me that it is working. After that I was completing the paper signing procedures to take my TV. And the technician was the one who packed the TV and the service center manager loaded the TV in my car. Again they didn't even arrange for a technician to install the TV back in my home which is kind of very worst process. I bought it to my home and just turned ON it, where the display was not working. I immediately called the service team and informed them. They sent the same Engineer to check my TV and that Engineer told me and that there is a crack on the TV panel internally. Also, he informed to his manager over the phone that I already complained on him so he asked his manager to take care. I am sure that, the TV was not hit or dashed anywhere and I handled the TV very well than the Engineer who handled it during the installation process and service process. If this is the case, I already asked them to come and repair in my home which they denied.

I am sure that they did something to the TV either during the packing or during loading the TV to my car since I suspect something wrong in the way they handled the TV. Each and every time, I was warning them to handle the TV carefully but I don't think they listened to me. After this case, since I did not get proper response from them, I escalated this issue using the escalate to CEO office option that is available on the portal. Area Manager (Dushendar Singh) was the one who communicated with me after this escalation. Dhushendar singh and the service center team decided to again change the panel again for a free of cost since they did not handle this service in a proper way. But they intended me to close the escalation call so that they can go with replacing the panel. They told that escalation would be a long process but if I close that escalation case, they will help me to get this issue resolved much quicker. I agreed to them, and closed the case.

But after closing that, I did not get proper response from their end and they will not even pick up my calls. Dushendar singh informed me that, Narendar from service center team will be assisting me further. Now, again the service engineer (Narendar) is yelling at me.

On **th April, when I called him at *.**, he told me that he has sent out an email and he will check and update me after *.**pm. Again I called him at *.**pm to check because anyhow I will not receive call from him. Because this was the case for the past two weeks. He will tell me that, he will check and get back to me. But then, he will leave that idle for the next three days. So, since he commited a time of after *.**pm, I called him at *.**pm to check. But he was telling me that, it is just only one hour and questioning me that, why am I calling him. He told me that he will call and give the update for sure if not at least he will leave me a message. And again, till the next day, he did not call me which I obviously expected.

Question *: If he mentioned after one hour commitment... Am I supposed to give him a one year time?
Question *: Does your service engineers will not even update if there is resolution or not, within a commited time period?
Question *: Is it calling to Service engineers for the update which they failed to do on their end is a crime? Or LG restricts customers to call the service engineers? Or for what they are getting paid and for what LG is charging the customers as if it is a premium brand?

After these things, again on **th April I called him at morning **.**am. He told me that, again he will check today and update me. I called him EOD by *.**pm. He told me that he has sent one more email and waiting for the response. Narendar is keeping on telling me that he will update me, update me, update me. And if I am asking for the update he is yelling at me that I am calling him often. But in the last * weeks, he only spoke to me twice and rest of the time, he will not attend my calls.

Now the problem is, in the last conversation, he is not allowing me to speak and he started to yell at me. I asked him to allow me to speak but he is not allowing me to. I tried to reach the Area manager Dushendar Singh in between, and he responded to me like * out of ** calls. And there is no where for me to get the resolution now. Really Really Really Really WORST SERVICE EVER.

I already informed in my previous escalation that I never wanted to speak those unprofessional service center strictly. The service center branch name is "Ragavendira service center" which is located near Redhills. The one of the worst congested service center I have ever seen in my life time. A small home with three tables and people sleeping on the floors inside the service center. Even after requesting multiple times, the same service center team is the one who are dealing with me. And now it ended up with a harsh behaviour from their end. The area manager Dushendar singh told me that, the work is completed on his end and only Narendar from service center will guide me further. And again this worse case is happening. Before raising this escalation, I tried reaching Dushendar Singh, busiest man on Earth, to report this issue. But from my end, even after waiting for * to * hours, I did not get a call from him. I escalated many times and sent multiple emails and called to customer care number multiple times but no response from them as well. Even if I get connected to the customer service agents, I ask for speaking to their supervisor, but for nearly three times, in this week, they tell me that their supervisor will reach me ASAP but no one will reach me. Even if I ask them for a timing that when I might expect their call, they would say ASAP. I am tried of getting assistance for this issue and now I am stuck without any resolution. Meanwhile, I am discussing this case with my lawyer since my next step would be raising a consumer complaint in consumer court since I don't have any other way to get a justice and resolution. At last I wanted to give a try to send an email to head of department team if you guys can save me from those illetrate service center team and help me with a resolution.

I really appreciate at least if you guys can help me out by interrupting this issue and getting me a resolution. I never ever wanted to speak to those service center again. Looking for some professional support. This experience made me to regret my thoughts that LG was a premium Brand.
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