[Resolved]  LG Electronics — Poor Customer Service for LG Microwave

Hi,
I had registered a complaint with LG Customer Service as my LG Microwave(MG-396WA/MG-397WB) was not working. The problem was that the microwave was not getting switched on. After repeated requests to the Customer service representative who was assigned the complaint, the representative came over and said the problem was because of some loose connection. A couple of weeks later the same problem reoccurred, I raised a complaint & this time he inspected and told me that the problem was that the magnetron was weak and required replacement. By this time, my warranty had expired. Had he correctly identified the actual problem the very first time, the magnetron replacement would’ve fallen within the warranty period. I sent a written request to the Manager of the service centre ‘Srinivasa Electronics’ (Hyderabad) through the representative to do the needful free of cost since it was the representative’s fault for not detecting the problem correctly. My request was denied and I had to pay for the magnetron. I had insisted that the new piece be brought fully sealed, but it didn’t come that way. I thought everything has been resolved after the replacement. Now my microwave is not functioning again! The grill mode is not heating the food at all, indicating the magnetron could be weak. I doubt if the magnetron was genuinely a new piece. I’m tired of raising complaints through the Customer Service centre; all they do is type out the complaint & assign it to whomsoever; they don’t want to understand what it is that I need them to do. I had asked them to assign the complaint to a reliable service centre instead of Srinivasa Electronics, but they never did.

LG microwave has only a 1 year warranty - now I see why – problems shoot one after the other soon after a year. I regret buying an LG microwave & wish I had bought a Samsung microwave which my mother has been using for 7 years now without any complaints.

I have had to raise a total of 6 complaint requests since June ‘08. Some of the request Ids I have with me are: S8C70600878, S8C80701907, S8C90601183, S8C92603102. What I don’t understand is why the Customer Care representative who comes home cannot do a thorough check up and detect and fix the problems correctly during his very first visit.

Is there something that LG Customer Care is willing to do to address my problem which has been on for over 4 months? This is something unacceptable for a global brand like LG and I request you to take some action urgently.

Regards,
Amrita.
Hyderabad