As the title suggests, this review is not on the LG TV but on the customer service for the repair of my 29" flat screen LG TV in Chennai.
After 2 years of purchase of my TV suddenly it went dead. I called the customer service people at. My complaint was registered and I was assured that I will be contacted within 24hrs and my complaint will be taken care of within 72 hrs. True to their words I was contacted within 24 hrs and after 2 days a person named Mr xxxxx(mob no 8011) came to my house and checked my TV and told some parts needed to be replaced which he will do asap.
Then after 72 hrs of my complaint I got a sms in my mobile(my mob no was registered with them while I gave the complaint), that the complaint has been closed, reason stated that “customer will call again”. I personally do not know what this reason means, when my TV is not repaired and the fellow who checked it told, he will return with the part, why shall I call again?
(Well let me tell you what this means, actually this department of customer service of LG which is most probably outsourced have a contract agreement with main LG Company that customer will be taken care of within 72hrs of contacting and they will correct the problem and then close the complaint. As long as the complaint is open and if it takes too long to solve the problem, it shows an inefficiency of their department whose consequence they have to face. So the main focus of customer service department is to close the call as soon as possible and show how efficient they are in handling the problems of customers. If we do not complain again about them then the LG people have no idea that our problem is solved or not.)
Any way after waiting for 3-4 days and being not contacted by Mr xxxxx, I gave him a call(his personal mobile no was with me because before he came for the 1st time, he had called and asked me directions for my home. Yeah lucky me!)
Well he told me he will come that day and this routine of my calling and his assurance that he will “definitely” come that day went on for 5-6 days. After that I got frustrated and contacted the LG customer care and they registered my complaint again and this time gave me the local service center no 044-43305271. I called that no and talked to Mr Pravin and he assured me that the part is available and Mr xxxxx will definitely come the next day. After 1 phone to the service center, Mr xxxxx arrived and took care of my problem.
Initially when he checked my TV he told total bill including parts and his service charge of Rs440 will come around Rs1000. After repairing, he quoted me a total of Rs2648. I told him when it was decided the total charge will be around Rs1000 how can he quote me more than double and he should have told me this before repairing itself. Then he calculated again and told me I have to pay Rs1618. I did not want any more argument so I paid him that. He gave me bill of everything, on what seemed to be a original bill from LG. I also signed it.
After a week Mr Pravin from LG service center called me and asked me how much exactly I have paid. By his way of asking and the recalculations that Mr xxxxx had done, I smelled something fishy so instead of giving him information, I asked him how much was quoted in the bill that was deposited? To this he replied Rs918 was quoted which means I was charged Rs700 extra. The interesting thing here is the bill that was given to me with Rs1618 looked like an authentic bill but the carbon copy of the same bill had Rs700 less which he deposited in his office.
Anyway finally Mr xxxxx came and gave back Rs700 and told sorry. His manager Mr Swaminathan also called and told sorry.
The reason for writing this review is that how cleverly he gave me a different bill and deposited the carbon copy of the same bill with a different amount. Next point I was wondering if a person calls to verify the amount on the bill and I tell him my amount and he just says thank you and hangs up and then go to the fellow who came to my house and ask him to share his loot, I will have no idea of knowing how much amount was cheated from me. In this case before disclosing my bill amount I first asked what was the bill amount that was deposited and did my calculations of how much I was cheated.
But the bottom line is although I was cheated and later was refunded my money, I am very impressed with LG and its service center department. Because LG is a big brand, at least they tracked everything and took corrective measures and both Mr Pravin and Mr Swaminathan were very helpful.
- Thank You! We appreciate your effort.
