To,
The Managing director,
LG Electronics India Pvt. Ltd,
A Wing ( 3rd Floor )
D-3 , District Center Saket,
New Delhi -110017
Subject: Phone Damaged by service centre and denied to repair. Asking for repair cost.
Respected sir/mam ,
I had purchased a Google nexus 5 D821 manufactured by LG electronics India pvt ltd. Imei : 352136062001207 On 4 feb 2014 From flipkart.com (w.s retail services pvt ltd). In my regular usage it was not even dropped, scratched or misused. On 2 aug 2014 my phone got extremely hot and its screen was burning like it will blast like fire and screen turned off and there was no power on the screen. It was burning only till the battery lasted. On 4 aug 2014 I went to the service centre at Isha communications, Nehru place, Jaipur where Mr. Vijendra yadav was the owner and the service representative of the Lg Electronics India Pvt Ltd. He checked my handset but not in front of me, he took it at the upper floor and after assuming and checking everything he could then he said to me that its pcb is not working so it had to be replaced so it will take 10-12 days. While after checking the handset and reporting to me, he gave me a service job sheet no RNA 140804003054 Where no physical damage was mentioned or there was no clause of misoperating or mishandling the handset. He told me that its rakhi festival time so service could be delayed, if you agree to repair then it will take approx. 10-12 days. I understood the conditions of the season and the time of festival then I agreed to them for the service and took back the job sheet.
On 7 aug 2014 I called Mr. Vijendra yadav (service center owner) to ask the status of the handset then he said to me that it will take more 10 days due to pcb not received or not sent by the company.
On 11 aug2014 I called the service centre no. then the phone was busy or not available. I called 3-4 times but there was the same condition.
On12 aug 2014 I called the LG electronics customer care no. 1800 180 999 And asked for the solution then they gave me the number of Branch service Head named Mr Ashutosh Agarwal no. 9828503015.
I called him and said that the handset service is taking too much time so kindly check the status and reply me ASAP. After the conversation between Mr vijendra and Mr ashutosh , Mr vijendra called me and asked me that why have I called and complained the Branch Head of the company. He replied me that he instantly got the pcb and after 1 or two hour he will give me that handset while one day before he said it will take 12 days to get pcb from the company.
After approx. one Hour he called me and said that your screen is damaged. I Called Mr. Ashutosh and he told that he will check and revert me back soon. 1 hour later he called me and said that it’s not their fault and argued me for 20 minutes. He said to me that handset can be damaged in pocket. He said to me that I will be charged Rs 7098 for replacing the screen and there is no other way bec it is damaged. I told him that I will complain in consumer court then he replied that do whatever you want to do.
My Allegation to LG electronics India Pvt Ltd.:
1. When a customer visits the service centre then after assuming and observing the handset they created a job sheet which doesn’t show that it is physically damaged or mishandled. If it was damaged then why you have not said me that same day and why you have not opened the handset infront of me. I’m not known whatever you done in my handset. I gave you brand new like conditioned handset.
2. When I asked Mr. Vijendra then he told me that he will take 10-12 days to repair but after talking to my Ashutosh (Branch service head). Immediately pcb came.
3. If phone was damaged then you should have informed me immediately why after 1 week.
4. Your Branch head told me that in a pocket a handset can damage then where should a mobile be kept. According to him we should keep it in the air.
5. If there is not external damage to the phone then how it could be damaged.
6. It is the mishandling of the service centre. While servicing the handset they had damaged my screen.
7. According to the warranty policy a phone which is physical or water damaged, it is not accepted by the company and warranty is void too.
8. Why service centre told me the problem after one week.
9. If LG Electronics India pvt ltd. says its damage from consumer side then prove it bec it’s not even hair like scratched and there is no hair like damaged.
10. My handset is under warranty so I want you to repair it under warranty as it is not physically damaged, misused or water damaged by me.
11. LG Electronics should consider the quality of their product and after sales
It been 10 days I’m having problem as I don’t have my handset with me. I don’t want to fight and don’t want any trouble because of the wrong behaviour of the company as they have denied to repair. As a customer I believed that if I have spent Rs 33900 for the handset then I need proper and transparent service. Now if the company is saying after 10 days that your phone is damaged then I have no guarantee towards them bec. At the time of observing the handset they haven’t told me anything like that while in the period of 10 days it may be damaged by them or other reason of mishandling at the time of service by the service man.
my handset is still in service center.
I ask LG electronics India pvt ltd. That I have told you everything in this above writing now why should I pay RS 7098 for the repair as I have not damaged, mishandled or any kind of misuse to the handset.
Kindly solve this problem in 15-20 else
i have to file against lg electronics india pvt ltd as im protected under the Consumer Protection Act of 1986.
Abhishek sharma
9799906242
178, shyam bhawan,
Indra colony, banipark
Jaipur 302016
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