We had purchased LG nexus 4 expecting a world class phone on 08/09/2013. Almost after 10 months of purchasing the phone, soon after a regular software update, Phone’s regular soft key in portrait mode stopped working. It was well within warranty back then and still it is. (Upto 7/9/2014) While browsing through the internet, we have found many users complaining about the similar problem being faced by them. Looking at this and in hope of resolving the issue, we spared time and went to Nehru place service center on 15/8/14 along with my colleague Mr. Gautam Anand. Center Manager Mr BB Sharma looked at the phone and told to come after/on 23/8/14 as required part was out of order. He assured of replacing the hardware under the warranty but dint take the phone and asked us to come directly on 23/8/14 and assured to replace it under warranty. Satisfied with the conversation, i came back and somehow managed to work through Landscape mode. On 23/8/14, i went at the same center along with my husband Mr. Rajat Vardhan. When we reached there, the attitude of Mr Sharma, the Center manager was rude and he told, the phone is damaged and he denied of covering the original complaint under warranty. We told that that the damage is very little and that phone is working perfectly apart from touch screen issue. We also told that touch screen problem has arised from a system update and not because of the damage. He nodded in affirmative but said, ” I can’t take it under warranty.” Here, it’s very important to mention few of the points:- 1)There was no correlation between the little physical damage the phone had got with this touch screen problem. As touch screen mode has become dysfunctional soon after a software update which was prompt by the phone’s software itself. 2)This touch screen failure has been faced commonly by many consumers and LG/Google has replaced for free of cost for those under warranty period and denied us claiming phone is damaged while reason is not damage. 3) Phone’s little damage has not impacted any of the functionality as is working perfectly apart from soft key issue in portrait mode. And that, this soft key being dysfunctional as a issue has raised because of a software update being prompt by LG/Google. As a consumer, we updated the software as it was prompt by phone’s operating system, we trusted it in good faith but it has caused so much problem to us. 4) After the complaint,when we sought justification; the behavior of Mr Sharma (Center Manager) was rude, aggressive, non- cooperative and lacked the basic etiquette of speaking with a woman and a customer. 5) My husband, Rajat Vardhan has tried to intervene and convince Mr. Sharma that this problem has got no correlation to the little physical damage phone has but is a problem being caused as a result of a software update being prompted by the LG/Google system. 6)Realising the inapt and improper handling of Mr Sharma, we had asked him to get us connected to his

We want written apology from LG Electronics and Google with regard to the whole incidence. We want our phone’s faulty problem to be covered under warranty as it has occurred due to software update by Phone’s system itself. And that this update has caused the hardware failure.

Email Id: adhikari.pooja01@gmail