Compliant of the Poor Customer Service Centre of LG (Hong Kong)
HONG KONG -- I had purchased a 'LG' TV (Model:26LG30R-TA) in the Fortress shop (Hopwell Centre-Hong Kong) on 1st Feb 2009. The TV was delivered to my house on 7th February 2009.
During the last Christmas in 2011, my LG TV was malfunction and there was no picture after I switched on. In many occasions, I had to wait for more than 15 minnutes before the picture bacame visible. I thought it was due to humidity, therefore, I did not contact the 'LG' customer service center (tel:(852)3543-7777) until 30th January 2012. When I explained to the LG staff about my TV's problem, the staff did not log my compliant or asked for more details or referred to the Repair Sction to rectify the problem. In stead, the female staff asked me to provide the receipt of my TV. When I told her that I had lost the receipt, she simply told me to copy the model no. of the TV set and serial no. at the back of the TV set and asked me to approach Fortress to get a copy of the purchase invoice.
As I had to work on the week days, therefore, I had waited for a few days and visited the Fortress Shop on 4th Feb 2012 to request a copy of the purchase invoice. The straff from the Fortress Shop after checking with the computer record and told me that the warranty of the TV was expired on 2nd February 2012 (two days ago), as the warranty period for my TV is for 3 years.
I had contacted the Customer Service on the phone immediately to explain the situation. The sfatt from LG insisted that the warranty was expired and later a male staff call me to inform that he could arrange someone from the Repair Centre to check my TV without charge. After the repair technician checking my TV and the Repair Centre contacted me to inform that there is no spare part to repair my TV.
After I had waited for a few days without any further information from LG Customer Service, I had decided to call them. Unfortunately, one of their staff insisted that they do not take any responsbility, as my warranty was already expiry.
I had sent a letter to the Consumer Council (Hong Kong) to seek help from them with the following reasons:
1. WhenI reported the problem, if the Customer Service Staff handled immediately, my TV would still under the warranty period.
2. The warranty policy was not clearly stated to the customers, as I purchased the TV on 1st Feb 2009 and they delivered to me on 7th Feb 2009. The 3 years warranty period should be counted from the date of delivery and not the date I ordered the TV set,
3. When LG sent a technician to check my TV, that gave me an impression that they had admitted the responsibility to fix it, otherwise, they should sent him to inspect my TV.
Few weeks ago, I received a call from Consumer Council and a gentleman told me that LG is willing to replace a similar TV set to me, as the one that I purchased was out of stock. I was very happy about the arrangement, unfortunately, after one week I received another call from Consumer Council that LG has changed their mind and decided not to replace my malfunction TV.
I am preparing to take legal action and bring the case to the small claims tribunal. I am happy to share the outcome at the later stage.