Dear Sachin Garje,
Manager -Service-LG Electronics,
Lower Parel Mumbai.

This is in reference to the telephonic conversation that we had today regarding My Lg TV (47 inch LCD) Compliant no-RNAI-30********78. Please make a note that the T.V. in question has been non-operational for the past 9 days in which time there has been no contact initiated by the companies Customer Service/Service department, all communication till now has been initiated by us and followed up on regularly basis with the service technician. We find such laxity in service unacceptable and hold the right to escalate the issue to the upper management as we see fit(Please note that we have already had once such incident before with the exact same traits which resulted in our T.V not being in operation for Close to 20 days and 4 visits by the technician each time resulting in some other part being needed).Please note the salient features of our issue's regarding LG customer service.


1. We have had a breakdown in the past which resulted in a downtime of approximately 20 days in which there was no followup from the lg customer service/care team.Where there were 4 separate visits and multiple parts ordered one after the other extending the down time.the reason given for the same after continuous follow up was that the technician responsible for the area's and adjoining area's are on leave to visit their native place-are we talking about a multinational here?,is this professional?

2. In relation to this particular complaint as mentioned earlier we have been continuously following up,please make note that there has been no contact or follow up from the customer service.
i)Please note that after 8 days of downtime and second visit by the technician it has been now concluded there is another part needed.

3.Please note that during this visit the technician was asked to give the contact details for the customer service GM for LG to which we were informed that the he is based out of Delhi, on asking for the details of the Branch manager here which he refused to give-he also refused to give a letter stating that he is not allowed to give contact details for the same.

I believe that every customer specially and aggrieved one has the right to escalate issues to who they see fit to handle them as we have escalated the issue to you in the past through the phone which did not result in any improvement.

We would like a letter/mail from you giving the contact details for the general manager Customer service and also the branch manager Mumbai Mr Praful Karkera,we would also like you to mention in the same that the service technicians are not allowed to divulge contact details for the branch manager's and General managers when specifically asked for and that they can give no written undertaking of any sort regarding the same.

Please note we may need this to escalate the issue further through national consumer redressal and helplines to improve service so that other customers do not go through the same tribulations.

We sincerely feel that there is a lapse in customer service/communication/Policy/operating procedures on behalf on LG electronics and are distressed clients and will take these issues on social media and company facebook page and website.

The Technician that visited our residence is Shashikant Singh-Who by the way happens to be the only helpful soul in your organisation and responds to customer calls despite it not being his domain.

His senior being Trupt kant who we have never heard from.

Regards,
Dhruva Shetty.
(M)0********44