LG Electronics Mental torture due to faulty product service LG Washing machine cum Dryer LG FHD1057SWS

I am having a torrid time with LG Washing machine cum Dryer LG FHD1057SWS purchased on 17/01/21 and delivered in March 2021.(UNDER WARANTY AS ON DATE) From Day 01 sage it leaves behind loads of lint after drying thereby spoiling expensive clothes and also blocking and damaging the machine. After 2-3 hours of drying loads of lint is left behind and clothes are still found wet or moist. Multiple visits were made by service center people and we were told to operate by different methods as suggested by them. However after 2 months of facing the same problem, we asked them to return the product and refund us the huge sum we paid (INR 66000) but LG kept on pestering that its all fine and technician will come and sort it out. Due to 2nd wave of Covid, we were stuck in a different city for close to 3 months and hence product was not really used. But after our return, the usual problem persisted and finally on 08/11/21, after months of facing the same torture we lodged customer care complaint…once again. When asked to take the product back and refund the money, to our shock the customer care lady told us to contact dealer who sold the product to ask to take the product and not LG…I mean seriously!!! Anyways they insisted on sending technician once again. He came on 09/11/21 and attended and the same song was sung as usual that we should operate in another new method. After he left things got worse and along with the improper drying and leaving behind lint, the machine started to leak water, drum got submerged in water and we had to shut the main supply which also feeds the kitchen, dishwasher etc as the dried clothes were now made wet by this improper machine function. When contacted the technician (Mr. Aryan) had the audacity to tell us that he cannot come and we should know how to operate product properly. To which he got responded properly and came back again and DECLARED electronic water valve faulty, got it cleaned it but problem persisted. I mean seriously…we are using all the modern equipment at our home from touch chimney to cooking range to dishwasher and we still are illiterate on how to use washing machine cum dryer??? When the product is faulty unfortunately the customer is made to feel incompetent!! Since no solution has been provided, an official grievance was raised with LG customer service head on 10/11/21.(Branch CCO Ms. Monica Multiple requests to take the product back and refund the money has been ignored till date. Technicians are sent to our home to spent 2 hours every time on their research, dirty the entire area and leave behind with no end result. Every day electricity and water is wasted for full day due to a faulty product.

THE ABOVE MESSAGE WAS POSTED ON 11/11/21 on national consumer helpline as it was only 3rd day of our ordeal.

After that multiple complaints were made to the LG CEO office online in these 35 days but only got one response for all my complaints——
“ Dear Sayak Maitra,
Greetings from LG Electronics..!!
We sincerely regret the inconvenience caused to you.
We would like to inform you that your case is in follow up with us and our concern person will contact you at the earliest.
For any further assistance, please call us we will be happy to help.
Thanks and Regards
LG Customer Support ”

Below are excerpts from some of the message sent to CEO office—-

01/12/21—
Based on my 3rd grievance mail directed to your office, Mr. Anand from head office called and asked us another 3 days time as the spare (water valve) is not in stock and needs to be procured. We had to explain to him again that-
1) Our initial and main complaint since the unit was delivered in March 2021 has always been unsatisfied and incomplete drying operation. Complaints were raised 3-4 times for this issue and we have requested to take the unit back and refund the amount, which wasn’t comprehended to by your team.
2) Based on our last complaint raised on 8th Nov 2021, Technician Mr. Aryan came to sort my above ongoing issue satisfactory drying but ended up spoiling the so called VALVE, since then resulting in continuous water leaks and wastage.
My wife shared the pics and videos to him after he left raising alarm that the problem has turned into something else after his visit, to which he did not respond.
3) Because of this my machine is lying unserviceable and weekly I am spending close to ₹3000 for laundry services and unaccounted amount of water is being lost.
4) For days we are waiting for a technical representative to come and close this issue for us by taking this product away and refund us the amount. I wonder how with not a single visit yet your team decided on changing the valve?
The least we can accept is replacement with a new unit from stock but will never allow and accept any further repair on this machine as it is not caused by normal wear and tear but by improper servicing.

I am tired of explaining to whosoever calls from your team as they are not aware of the long pending inefficient drying problem and is directly looking to replace the (self inflicted by your team) damaged valve and make a stop gap arrangement which I will not accept!!!

My demands are return of the product and refund of the entire 66000₹…Alternately replace with a new product from stock.

Since I have been made to wait now for 21 days without using the machine and not even a single technical rep from LG visiting to check the issue and my request for product return, making us shell out weekly ₹3000 on laundry and massive water loss, I will not accept any valve replacement on this machine and demand RETURN, REFUND or least REPLACEMENT product immediately.
Appreciate if next call can be more sensible and approach oriented towards closure of this ASAP.

06/12/21—
It’s been a month since the machine is still unserviceable owing to worst possible maintenance by your service team.
No one bothered to call me up till yesterday inspite of repeated reminders through your office.
When this same product was being promoted in Instagram and it caught my attention, I posted the entire issue in your insta page with chats to and from your office, I started getting calls today from your offices.
Finally Mr. MurAli called and informed me the same old matter that the “valve” is likely to come in a day or two and he will get his training head to my home and replace the valve and then do ops chk and if all fine will leave the product as serviceable.
For your info, I have denied acceptance of his proposal for the simple fact that this valve did not get spoilt but was damaged by technician as I have already mentioned several times. The main problem was improper drying for which I kept on complaining but no one cared. I never complained about valve or water leakage problem as it started after Mr. Aryan attended to my product and spoilt it. Mr. MurAli is talking technical to me but not acknowledging the fact that why the valve for spoilt? I would have accepted his proposal if LG was proactive enough to my concern and repeated requests and suggested this within a week of my trouble….not when we have gone through trauma for a month without washing machine and spending thousands as laundry bills when I have clear Wtsapp chats as proof how the valve may have been spoilt after the attempted maintenance by your technician…..hence I will not accept to continue with a forcibly spoilt product at my home.
Your team has finally awaken after a month of my waiting and daily follow up. My wife has stayed back at home for days with no one turning up. Now I won’t accept any R&D at my home which is the plan to forcibly push the product on me.
My only option to you is to please come and take this DUMMY product from my home and refund me the entire amount plus my last one months laundry bills as compensation else get a fresh machine from store in place of this as exchange.
I will not use this spoilt product at my home even if you change valve or do any R&D especially after the amount of torture and trauma We have been made to go through by your inefficient team.
Same has been conveyed to Mr. MurAli as well as customer care supervisor Ms. Maria who was patient enough to hear my trauma and is going to file a response accordingly.
Please close this issue by refunding the amount or exchange the product.
I refuse to continue with this piece anymore.

Today on 13/12/21, we are into 35 days of complaint filed on 08/11/21 and my machine still is unserviceable and lies as a dummy piece at my home with continuously leaking water, wasting water and making me do 15 times a day main valve opening and closing to support other equipments and taps in kitchen and to prevent water logging due to filled washing machine drum.

Please help me overcome this ordeal….we simply want LG to take this product and refund us the amount so that we can purchase another machine and overcome this torture that my family is going through for last 35 days.
Thank you

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