Hi Sir/Madam,
I have been a regular user of your products till the last year. Whether it is washing machine, Microwave, LED TV, etc, you name any home appliance, AC, etc. in my house all belong to LG Family. My experience with your company is not short lived.
But the story is different this time. Let me try to summarize this as follows.
I bought a refrigerator in Aug, 2016 (GL-Q292SGSR/2016). It started producing foul smell after 6 months of its usage. As your genuine customer, I approached LG service center near my home town (Rajpura, Punjab) & requested them for the needful. The concerned official from the service centre arrived & did his part of job which mostly included refrigerator cleaning from the inside. But the problem continued. I again approached them and second time someone senior came & repeated the same story. It continued 4-5 times for around a month. Finally they took the refrigerator to their workshop for repair. They did not inform me for more than a week about what’s exactly happening. Eventually I called them after 10 days & requested them for the update & also asked to provide me an alternate till the problem gets resolved. They replied next day that the problem could not be resolved & the refrigerator would be replaced with another one bearing a same model no. My family suffered without a refrigerator for more than 2 weeks.
It was in March’17 when the refrigerator was replaced. Now again in Nov’17 (6 to 7 months of replacement) the same problem of foul smell again started in the new refrigerator which was replaced in March'17. I approached LG Customer care on 19/11/2017 (RNP No. 171119094185). The technicians arrived in my house & frankly saying he was not competent enough to attend the problem. I provided the feedback & the next day some senior person arrived & understood the issue with the refrigerator. He did some internal cleaning & asked us to not to operate the refrigerator for 24 hrs. BUT THE PROBLEM STILL PERSISTS.
Please let me know where I went wrong in fulfilling my responsibilities as a consumer. I have been struggling badly since I purchased your product. Now the refrigerator is out of the warranty period & I am being asked to pay the amount for getting the problem resolved. Even right now your team have taken it back to their workshop for repair and asking for money.
Please let me know is it ethical for LG to ask for money to give me service even after such a bad performance by your product? For a minute, place yourself in my situation & let me know what you would have done.
Please note; it seems that this model is having some manufacturing defect since the problem persists even after replacing the product with same model. Will appreciate if you can replace the refrigerator with some other model so that I we can put an end to this harassment of mine now.

Please note if LG is not able to provide me a solution, I’ll be constrained to knock the door of Consumer Court. I’ll not myself get in touch with you after this because it has been over one year now.

With disappointment,
Vinod Ahuja
Mob. +91 - 7508460055