Reference: RNA140410048090 -I am recounting the ordeal I am undergoing in getting LG to attend to my faulty LG Refrigerator. The problem started with milk stored in the fridge curdling repeatedly over the last few days. As the refrigerator is just over 2 years old, I did not expect that there would be a fault with the appliance. I contacted the milk dairy with my concern and had them collect a sample and investigate the problem. However, my initial assumption was proved incorrect when water in the freezer did not freeze to ice and other contents began rotting while stored in the fridge. The summary of my interaction with LG’s (so called) Customer Care is as follows: Thursday, 10 April, 12:15 PM – I contacted LG on 18001809999, and after a several minute wait (that I have come to expect from all service providers these days) my complaint was registered and a reference was provided. I was assured that I would get a call from the local service centre within 2 hours (approx. 2:20 PM) to fix an appointment for a visit. And that the repair would be completed within 24 hours. Thursday, 10 April, 2:50 PM – More than two and a half hours after registering my complaint, I had not been contacted. I called the 1800 number and requested the status. I was told that the complaint had been forwarded to the Mysore centre. I asked for the local contact number to expedite the process. Thursday, 10 April, 3:00 PM – I called the LG Service Centre in Mysore. Surprisingly, the complaint had reached them only at 2PM! I was also told that there were multiple complaints that their technician had to attend and that no progress would be made that day. * My sympathies to fellow Mysoreans who made that one wrong decision of buying an LG product some day. After having wasted my day cancelling appointments waiting for LG to call, I had to wait another day. That over a thousand rupees worth of vegetables and food was wasted and my kitchen being a mess was collateral damage. Friday, 11 April, 4:40 PM – Out of the blue, I receive a phone call from the LG technician for confirmation of the problem and my address. A few minutes later, the engineer arrived and took a quick look at the refrigerator and said “The gas in the Compressor has ‘choked’ and it needs to be refilled”. Apparently, this is a common condition whose cause is not known. Behold Part 2 of my epic: The cost for the visit and the gas refill would add up to Rs 1600, I was told. Again, this job would be done by another expert and it would happen through another appointment and visit possibly the next day. No guarantees there! During my first call to LG, I was told that warranty on the

1. Refund Rs 1600 paid to LG as the cause of damage was neither identified and nor attributed to any customer misuse. The compressor that was repaired was covered by warranty. 2. Damages to the tune of Rs 20000 for the inconvenience caused, disrupted schedule and duress

Complainant Information
name- agaram e-mail agaram.narasimhan@gmail