LG Microwave under Extended Warranty - Repair Service Denied by LGEIL
LG India
Service Complaint
Company Name:
LG Electronics India Pvt. Ltd. (LGEIL )
Product:
42 Ltr Smart Inverter Solo Microwave Oven (Black)
Type & Model:
MS4295DIS.BBKQEIL
Date of Purchase:
2019-08-13
Amount Paid:
9404 + 826 (for AMC)
IMEI No or Serial No:
809TAHQDM049
AMC:
INVRAN2302384
Complaints (made to LGEIL):
-
RNP240602020218 (VCP240615044604)
-
RNP240704024132
-
RNP240813067765
Grievance Number (LGEIL) / Reference Number (LGEIL):
-
GCP240614044754
-
GCP240703056488
(E-mail to CEO &
LG India MD Escalation Manager - 3 July 2024)
-
GCP240715063056 (15 July & 8 Aug 2024)
consumerhelpline.gov.in - INGRAM
(Grievance Number): 6292880
UPDATE - 4 MARCH 2025
LG India finally replies to the complaint made on consumerhelpline.gov.in after 158 days!
ALL LIES!
LG India blatantly lies in their remark (dated: 2025-03-04 16:30:45) on INGRAM (consumerhelpline.gov.in) "according to the service requests RNP240704024132 and VCP240615044604_01 the part is discontinued, along with this the unit is out of warranty, same was updated to the consumer, as the issue had been addressed and explained hence, close the complaint."
THE TRUTH
VCP240615044604_01 was generated on 16 JUN 2024 against an email sent to LG (on 14 JUN 2024) for updates as there was no follow-up/ updates for the past 10 days after the 1st scheduled Technician visit on 04 JUN 2024 - mentioned in the email.
RNP240704024132 was generated on 04 July 2024 as the 2nd service request since the 1st service request was closed without any resolution/ permission.
AMC Platinum Plan - 1Yr expired on 08 AUG 24.
-
1. LG mentions that the unit was out of warranty meanwhile conveniently avoiding any mention of AMC in their response.
-
2. A product marketed with 10-year warranty logo (on Magnetron*) on the microwave’s front glass has spare parts/ entire product discontinued in less then 5 years?
-
3. Why should the customer suffer if a giant MNC could not keep its promises and acknowledge their AMC?
Still waiting for a FAIR resolution!
LG's Customer
Harassments Saga:
• Unresolved Warranty and Rust Issue:
◦ My LG microwave, which was less than five years old (at the time of 1st complaint - 02 Jun 2024), had developed rust inside the cavity, causing random malfunctions.
◦ The microwave’s front glass prominently displays a 10-year warranty logo (indicating long product life and durability), which was a major selling point for me.
◦ Despite this, LG’s technician & local (Jamshedpur) service center informed me that the necessary spares are unavailable, rendering repair impossible in the 5th year of the device's life.
• Annual Maintenance Contract (AMC) / Extended Warranty:
◦ On the date of 1st complaint (02 Jun 2024), I had an active “Platinum Plan - 1Yr Normal - AMC” for my microwave (expiring 8 Aug 2024) - Service Tag No./Invoice No: INVRAN2302384, Invoice Date: 11-AUG-23.
◦ I was clearly told that LG India would cover 'Labor + Parts + Maintenance visit' Charges under the Platinum Plan or provide a new replacement of the same make/model if repairs are not feasible at the time of purchase of AMC plan by the technician on 9 Aug 2023.
◦ Despite this, LG’s technician informed me that the necessary spares are unavailable (just after 9 months of paying for AMC), rendering repair impossible and the device obsolete.
• Unfair Resolution Offered:
◦ LG (Ms. Jyoti from local LG service center - Jamshedpur on behalf of LGEIL) had offered me 20% of the invoice value as compensation (citing depreciation policy), which I found inadequate. No explanation was has been provided regarding calculation of the 20% compensation.
◦ I was not informed about any depreciation policy at the time of purchase of AMC.
◦ LG’s AMC (as per https://www.lg.com/in/support/warranty-terms/) states that if spares are unavailable, their depreciation policy applies. Unfortunately, the details of this policy are not accessible online neither was provided even after multiple emails.
◦ As a customer, I expected better support, especially given the promises made at the time of selling AMC.
• Obvious repair delay and no reply/follow up tactics:
◦ It’s obvious that this is no longer about honoring the AMC/Warranty claims but about having customers jump through as many hoops as possible in the hopes that they’ll give up and go away (evident from the timeline of events).
The way I see it, two things can be the case:
1. This is a stall tactic to make it difficult for people to file warranty/AMC claims in the hope that customers with rightful warranty claims give up and go away. The customer is repeatedly asked to send invoice, photos of the product multiple times to multiple people with no reply/follow ups.
2. Delay providing any service, open and close service requests multiple times until the warranty period expires, and then deny any responsibilities. Additionally escalating the service request/ sending email to CEO or MD Escalation Manager has no effect.
◦ LG is clearly exploiting lack of strong right to repair and lax consumer protection laws in the country to its benefit.
• Request for Fair Resolution:
◦ I kindly request that LG India:
1. Provide a replacement microwave of same make and model (or pay compensation equivalent to the invoice amount of ₹9404.00 + ₹826.00 = ₹10,230.00) if repairs are not feasible as per the promise made at the time of selling AMC policy.
2. Honor the warranty and AMC commitments made at the time of purchase of the AMC transparently.
3. Disclose the details of the depreciation policy publicly to all customers online. Provide a signed AMC/Warranty receipt with all 'fair' Term & Conditions clearly mentioned to all future customers.
4. Pay a compensation of ₹ 1,50,000.00 for mental agony, harassment and wastage of time for continuous 90 days.
-
Document 1: LG Microwave Issue Timeline (list of complaints and response) & Photos (including rust in cavity).
-
Document 2: LG Microwave Purchase (page 1) and AMC (page 2,3) Tax Invoice.
-
Document 3: WhatsApp & SMS Chat history - Mr. Santosh (Technician) & Mr. Pranab +91-9078072915 (LGEIL Area Service Manager)
• Call Recordings:
Name And Address of Service Centre:
LG Electronics India Pvt. Ltd.
203 & 204, 2nd floor, Jokhiram Chambers, JD compound, Main Road Ranchi, RANCHI, JHARKHAND - 834001
Manufacturer Name / Address /email/Contact no
LG Electronics India Pvt. Ltd.
A-24/6, Mohan Cooperative Industrial Estate, Mathura Road, New Delhi - India - 110044
serviceindia@lge.com
TIMELINE OF EVENTS
last updated 06 MAR 2025
02 JUN 2024 – 1st service request: RNP240602020218 generated.
04 JUN 2024 - 1st Technician visit scheduled (inspected and took photograph of the microwave cavity). No reply/ follow up.
14 JUN 2024 - Sent an email to LG for updates - Reference No :GCP240614044754.
16 JUN 2024 – VCP240615044604 escalation request was generated.
17 JUN 2024 - 2nd Technician visit (inspected and took photograph of the microwave cavity, shared purchase details with the technician). No reply/ follow until 15 days.
02 July 2024 – Received a call from Ms. Jyoti from local LG service center (Jamshedpur) and was told that the spares are not available and the microwave cannot be repaired. They offered 20% of the invoice value of the microwave instead of providing repairs and closed the 1st service request (RNP240602020218).
02 July 2024 (11:03 PM) – Received SMS from JD-LGCARE stating that the 1st service request RNP240602020218 is
cancelled without any charges!
03 July 2024 - E-mail to CEO: Reference No : GCP240703056488
03 July 2024 – E-mail to LG India MD Escalation Manager
04 July 2024 – Contacted by Mr. Santosh +91-8404808080 regarding the E-mail to CEO – shared invoice and other details via WhatsApp. Instructed to wait for a reply. No reply.
04 July 2024 (7:09 PM) – Contacted by Mr. Pranab +91-9078072915 (Area Service Manager) and asked to share invoice via WhatsApp. Mentions that the product is no longer repairable as per his information. He’ll further calculate the depreciated value and provide an update. No reply.
04 July 2024 – 2nd service request: New RNP240704024132 generated
08 July 2024 – Sent a reminder message via WhatsApp to Mr. Santosh - +91-8404808080 (after waiting for 4 days) and was told to wait for Mr. Pranab’s (Area Service Manager) reply.
10 July 2024 – Sent a reminder message via WhatsApp & RCS SMS (delivered) to Mr. Mr. Pranab - 9078072915 (Area Service Manager). No reply.
12 July 2024 – Called Mr. Mr. Pranab +91-9078072915 (Area Service Manager) and was instructed to send him the details via WhatsApp. Sent message via WhatsApp & RCS SMS (delivered) again. No reply.
15 July 2024 – Sent a reminder email Reference No : GCP240715063056.
16 July 2024 – Received a reply to the email (Reference No : GCP240715063056) mentioning “case is in follow up with us and our concern person will contact you at the earliest.” No follow up call/contact.
26 July 2024 - LG Online Chat with Sahil. Told to send invoice copy to Pranab Kishor Sahoo- 9078072915 (Area Service Manager). Sent invoice copy to Mr. Pranab Kishor Sahoo +91-9078072915 as instructed. No reply.
29 July 2024 – Received 6 missed calls from Mr. Santosh +91-8404808080. Called him back shortly and he asked for more pictures of the microwave (again). Sent all the photos including rusting inside cavity (bottom & top – near led lights) via WhatsApp. No reply.
7 Aug 2024 (10:40 PM) – Received SMS from JK-LGCARE stating that the 2nd service request RNP240704024132 is closed.
8 Aug 2024 (1:14 AM) - email sent to a previous thread <lg_customercare+id1926733@lg-help-in.zendesk.com> (SUB: Re: LG Customer Inquiry, Reference No : GCP240715063056, Date : 15/07/2024 18:48 18) explaining the entire situation and requested to ‘Reopen my complaint and provide a replacement microwave of equal value (or pay compensation equivalent to the invoice amount of ₹ 9404.00) if repairs are not feasible as per the promise made at the time of selling AMC policy latest by 8 Aug 2024 23:59 hours.’
8 Aug 2024 (2:49 AM) – email sent to serviceindia@lge.com (SUB: Urgent Follow-Up: Unresolved Warranty and AMC Issues with my LG Microwave - complaint pending since 68 days.) explaining the entire situation and requested to ‘Reopen my complaint and provide a replacement microwave of equal value (or pay compensation equivalent to the invoice amount of ₹ 9404.00) if repairs are not feasible as per the promise made at the time of selling AMC policy latest by 8 Aug 2024 23:59 hours.’
13 Aug 2024 (3:48 PM) – received reply to the previous email (dated: 8 Aug 2024 (2:49 AM)) from LG India stating that issue forwarded to the concerned Area Service Manager - Mr. Pranab Kishor Sahoo +91-9078072915.
13 Aug 2024 (3:48 PM) - 3rd service request: RNP240813067765 assigned to Mr. Shubhamkumarbiswal generated.
13 Aug 2024 (5:27 PM) – Call received from Mr. Vivek Kumar +91-9430315524. The person had no clue/info regarding the complaint. Enquired about previous details and said he’ll further contact the previous technicians and area service matter.
15 Aug 2024 – Awaiting reply. 75 days since first complaint made on 02 JUN 2024.
19 Aug 2024 (5:42 PM) – Sent a reminder (detailed) SMS in English & Hindi to Mr. Vivek Kumar +91-9430315524. No reply.
25 Aug 2024 (3:07 PM) – Received the following cancellation request SMS from JD-LGCARE (53542273): Dear LG Customer, If you agree for Cancellation of RNP240813067765, reason : Customer Appointment over 5 days, Plz share Cancellation Code :7895 with our Engineer.
25 Aug 2024 (3:56 PM): Chat with an LG agent (Sahil) on lg-chatbot.com.
25 Aug 2024 (4:20 PM): Chat with an LG agent (Vivek) on lg-chatbot.com. Instructed to contact Area Service Manager - Mr. Pranab Kishor Sahoo +91-9078072915 the next day during working hours.
26 Aug 2024 – SMS & Whatsapp message sent to Area Service Manager - Mr. Pranab Kishor Sahoo +91-9078072915 as instructed by LG agent (Vivek) on lg-chatbot.com.
26 Aug 2024 (5:06 PM) – Acknowledgment message received from Area Service Manager - Mr. Pranab Kishor Sahoo +91-9078072915 on WhatsApp “I will update you”.
27 Aug 2024 (7:34 PM) -Received SMS from JK-LGCARE (56542273) stating that the 3nd service request RNP240813067765 is cancelled without any charges!
27 Aug 2024 (7:51 PM) – Detailed chat with an LG agent (Parikshit) on lg-chatbot.com. The LG chat consultant promised to arrange a call back for the same where the senior team will contact and help.
27 Sept 2024: No follow up – call/SMS/email
* * * * *
27 Sept 2024: Complaint registered on INGRAM (consumerhelpline.gov.in) - Grievance Number: 6292880
04 Nov 2024: Follow-Up/ reminder email sent to LGEIL regarding complaint filed on consumerhelpline.gov.in.
10 Oct 2024: Company Remark on INGRAM : 'Email send to concern team'.
15 Jan 2025: No further response.
15 Jan 2025: Email sent to nch-ca@gov.in (CC: js-ca@nic.in) regarding INGRAM Grievance Number 6292880 : No update/resolution since filing the complaint.
24 Jan 2025: Response to previous email dated 15 JAN 2025 received from Kumar Anand, Section Officer (NCH), Department of Consumer Affairs asking to take appropriate actions.
04 Mar 2025: Company Remark on INGRAM: 'LG India Service team stated that according to the service requests RNP240704024132 and VCP240615044604_01 the part is discontinued, along with this the unit is out of warranty, same was updated to the consumer, as the issue had been addressed and explained hence, close the complaint.'