LG not honoring AMC, leading to huge monetory loss

I bought an LG 55 inch LED 3D Television on the 8th of April 2012 for Rs. 140400 (Rupees One Lakh Forty Thousand and Four Hundred Only). While the TV came with a 1 year warranty, I was convinced to buy an extended warranty by LG on 27th August 2012 as a part of their LG Happy Living Program’s Annual Maintenance Contract. As per the program, all parts of the TV would carry a replacement warranty along with free service from 7th April 2013 until 6th April 2015. I had paid Rs. 34,860 (Rupees Thirty Four Thousand Eight Hundred and Sixty Only) towards this AMC. I also renewed the contract until 6th April 2017 for Rs. 20317.92 (Rupees Twenty Thousand Three Hundred and Seventeen Paise Ninety Two) on 31st March 2015. So, put together, I have spent Rs. 195577.92 (Rupees One Lakh Ninety Five Thousand Five Hundred and Seventy Seven Paise Ninety Two Only).

On October 24th 2015, my TV screen went blank and would not power on from then on. I registered a complaint with LG Customer Care on the 25th of October 2015 and an engineer was dispatched to to check the fault on 26th October 2015. The engineer who visited my home, checked the TV and mentioned that a replacement part needs to be ordered and he would visit again in 3 to 5 days once the part is received. However, until 30th October, there was no news on the part and my multiple calls to the customer care did not give any clarity. On 30th October 2015, I insisted that I speak to a manager at the Customer Care center and I was given the contact details of the Service Center Manager. Upon calling the manager, I got to know that LG had discontinued production of the TV model that I had and that the required part was not available in any of their Service Centers across India. On further discussion, I was told that they would provide a commercial solution to the situation. After following up for 2 days, on 31st October 2015, the Service Manager has offered me a solution where a credit of 80% of my TV’s purchase cost would be granted by LG and I can instead buy a new LG TV by funding the difference. The model that I had bought is no longer available in the market and the next closest model comes at a cost of around 2.6 Lakhs. I would then end up spending over 1.4 Lakhs to replace the faulty TV. After having spent close to 2 Lakhs on a TV, I am being forced to spend another 1.4 Lakhs within 3.5 years of buying the product. On top of all these, the product has not been in a usable state since 24th October 2015 despite having taken the AMC / extended warranty. Can you please guide me on the next steps I can possibly take?

Mukund Krishnamurthy
M32 & 33 East Avenue Road, Thiruvanmiyur, Chennai 600041, Tamil Nadu
Email: mukundkmurthy]@gmail.com / 01/11/2015 / 4:29 pm


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