| Name of Complainant | |
| Date of Complaint | July 6, 2023 |
| Name(s) of companies complained against | LG |
| Category of complaint | Electronic Appliances |
| Permanent link of complaint | Right click to copy link |
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Customer Service Department
LG Electronics
Subject: Complaint regarding Multiple Issues and Warranty Denial – LG Duel Inverter AC (Model: KSQ18 HNZD)
Dear Customer Service Department,
I am writing to express my extreme dissatisfaction and frustration with the numerous problems I have encountered with my LG Duel Inverter AC (Model: KSQ18 HNZD), which I purchased on May 26, 2019. Within the first year of usage, I started experiencing multiple issues, including error codes CH38 and communication errors. I have made several complaints to LG and even availed paid service, but the problems were never completely resolved. Sometimes, the service technicians claimed it was a gas issue, while at other times, they mentioned problems with the compressor.
Despite getting the gas refilled and addressing the compressor issue in the subsequent year, the same problems recurred this year. When I made a complaint, LG service personnel stated that the PCB (Printed Circuit Board) was faulty and would require a charge for replacement. However, during the purchase of this AC unit, I was explicitly informed by LG that the PCB has a warranty of 5 years and the compressor has a warranty of 10 years. I contacted LG customer care, who confirmed the 5-year warranty for the PCB when the installation was done by LG themselves. I also conveyed this information to KG Solution (the service provider), but they insisted that the warranty did not cover the PCB. Once again, I contacted LG customer care, and they reiterated that the PCB is indeed covered by a 5-year warranty.
I am deeply distressed by the mental tension and inconvenience caused by this ongoing issue. I request you to take immediate action to rectify the situation and honor the warranty terms as promised during the purchase of the AC unit. If a satisfactory resolution cannot be achieved promptly, I kindly request a replacement with a new AC unit. Alternatively, if the issues persist and no appropriate action is taken, I regret to inform you that I will be left with no choice but to seek legal assistance to resolve this matter.
I have attached copies of the purchase receipt, warranty documentation, and records of my conversations with LG customer care for your reference. I urge you to address this complaint with the utmost urgency to avoid further escalation of this issue.
I trust that LG, as a reputable company, values customer satisfaction and will promptly investigate and resolve this matter to my full satisfaction. I look forward to a positive response from your end within [reasonable timeframe, e.g., 14 days].
Thank you for your attention to this matter.
Sincerely,
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