Dear Sir,
I am writing to you after several failed attempts of trying to get my
problem sorted by your customer service executives.

I purchased an LG Frost Free refrigerator of model no. GL478/2009
(GR/L478YTX4-as in the bill), color: titanium, liters: 422, from
Croma, City Center Mall, Shop no. 44, Sector 19D, Palm Beach Marg,
Vashi 400703 on 19th of March 2009 on the recommendation of their
sales person, Mr. Deepak More.

I got the delivery of the same on the 21st of March 2009 at my
residence in Nerul (w) Sector-20. It was delivered 5 hours after the
said time.

The very same day, someone came for the demo. When he checked the
refrigerator, we got to know that the lock of the door was not
working. So he asked us to call the customer care that would then send
a technician to have it checked. Hence I filed my first complaint. We
were told that someone would get in touch with us in 24 hours. No one
called us for 2 days. The request id for the same was W9C32103444.

After a couple of days, we noticed ice formation in the freezer compartment.
Also, we noticed a gap between the door & the body of the refrigerator
in the freezer compartment. The rubber on the door left a space & so
the door didn’t shut properly. Therefore we made our second complaint
to your customer care. The request id for the same was W9C32701622.

The technician Mr. Zafar came to our place on the 28th of March 2009.
He checked the refrigerator & told us that it was a faulty piece.
Therefore we requested him to get it replaced, as it is a brand new
piece that was delivered to us a week ago. As a faulty piece is not
acceptable to anyone.

He took a Xerox of our bill… the bill no. being 109-111802 & the total
amount being Rs. 33,000. He told us that he would forward it to his
seniors who would look into the matter & that we will get a
replacement in a couple of days as it was a faulty piece.

When we called up the customer care to check the status the next day,
they didn’t have any clue about it. But the person on the line gave me
a no. that belonged to a woman who is in-charge in the LG Thane
Branch. I explained to her my problem & she promised to get back to me
in one hour as she was not in office & could not access the data. But
no one called back. Her no is 9820871195.

I called her again the next day, 29th March. She spoke to me very
rudely & said that since it was closing time she cannot do anything
before the 1st of April as the company is not doing any new
deliveries. But mine was a replacement & not a new one, I urged. But
in vain… as my pleads went to deaf ears.

I then called up Croma Vashi. They also called up LG service centre
from their side & have been trying to resolve the issue. I have been
talking to a guy called Suraj, who has assured me that the matter
would be looked into.

Since 29th, I have been calling up your customer care everyday to find
out the status of my refrigerator. But nothing has happened so far.
Every time I call up, I give them my previous request id. But they
don’t seem to know the entire problem. On explaining them, I get the
standard answer, ‘sorry for the inconvenience caused, we will look into
the matter.’ But again nothing happens. As I write to you today, 5th
day from the day your technician assured us about our refrigerator
getting replaced… I am still trying to get my problem solved. So I
write to you in desperation, as no one has come to check on the faulty
refrigerator.
The latest request id no. as of today is W9C40102644.

My experience with LG has been extremely sour & I regret my decision
of buying a product from you. I have invested a huge amount in your
refrigerator & I get a faulty piece. And on top of that your people
are not being of any help. I was assured that someone would come
today, i.e. 1st of April & my refrigerator would be replaced within 2
days. Sir, I am a working woman, so i can't leave my work
everyday & wait for your technicians.

I would request you to look into the matter immediately or else I
would be forced to take legal action against LG for cheating me.

Thank you,
Payal Chugh
9892005259