LG : Life is not so Good. Review on LG-LSA3ZG5NTY1

I've purchased an LG Split A/C LSA3ZG5NTY1 Model A/C (from Jayem & Co, Chennai (Velachery Branch) on Feb 22 2010. It was delivered on Feb 24 2010.

I found later that  it was made on May/2008 the dealer did not inform this fact and basically tried to pull a fast one. Its having low cooling and noise coming intermittently. Also the unit has some physical damage.

Details of the Unit in question :

Model: LSA3ZG5NTY1

Dealer : Jayam & Co, 15, North Vijai Nagar, Velachery, Chennai 600042. (Please avoid buying from here)

Both A/C's were installed by LG. Installation request id C1022414792 done on Feb25th.

The series of events.

Both A/C's were installed by LG. Installation request id C1022414792 done on Feb25th.

Feb 25

The pack was opened by the LG engineer. Before installation it was noted that there is a small piece missing from the bottom right corner in the indoor unit. I pointed out the same to the service engineer, it was told that this kind of "small" damage is normal and will not cause any harm.

I specifically asked if this will be any problem and if this will make any noise or loss in cooling efficiency during operation. I was told nothing will be wrong and gave personal assurance that "he will take care of it if anything goes wrong". Installation was done and the copper tube was cut in half instead of rolling it as I've seen in other cases and the rest of it was given to me.

I felt the cooling was low immediately after installation and informed the same the the LG engineer. He said this will be ok after the A/C "runs-in".

First day everything seemed ok except for the cooling, even a low setting of 22-24C was not enough to bring the temperature down. I have a standalone digital temperature gauge showing 27C when A/C shows it has achieved 23C. 4 days went by the cooling did not improve as the service engineer told and to make matters worse the A/C is now giving some noise during operation. This comes and goes and it seems the whole body on the right side of the indoor unit is shaking and making the noise (this is where the damage is).

March 1

I came to know the A/C is 22 months old when my sister and co-brother visited the place and commented the A/C looks used. I was shocked to find that the sticker on the A/C said the unit says it was made in 2008.Then I verified the box the unit came in and it said May/2008. So this means I've got a unit which is 22 Months Old.

On calling the dealer the next day he initially said LG has been contacted and this can be resolved. On asking him what is the usual procedure he said in a very rude manner "what do you expect from me ?" I told him I just wanted to know what is the normal outcome in this sort of cases. He then lost his cool and blamed me for asking for a specific model. I kept my cool and requested if I can call him in case anything is required. He rudely said "there is no need to call me, you can speak with LG". I then understood there is no further use explaining my situation and thanked him and kept the phone down.

I created a request id (C1030109349) with LG

March 2

The LG engineer who came to check the unit on March 2, said the temperature is within the "normal" range. In this case all I can do is take his word as I have no clue how to "disprove" his finding. I did tell him about the temperature difference in the standalone digital thermometer I have, he sheepishly said "grill temperature is fine" and gave some theory on A/C in rooms, walls up the "cooling" and all that.

I might be wrong. In my view the dealer tried to pull a fast one and now that he is caught he is trying to put the blame in LG.

March 3

I received a call March 3rd morning from Mr. Ramaswamy from LG. He requested if he could visit my place and have a look at the A/C. I said it ok to visit anytime before 2 as I'll leave for office after 2. He said he will come and will inform if there is any change. around 12:45 he was kind enough to call again and inform he will not be able to make it today and apologized for the change in plan.

I had also contacted Mr. Gopalakrishnan who's number I got from LG support. He was kind enough to call me back and requested for the installation request id.

March 4

Mr. Ramaswamy visited today. I told him the chain of events and informed that I wish to have the unit replaced. He felt the unit was not "used" and cooling is fine. I also mentioned if only the dealer had told the truth and was polite to me I'd have not brought this up and would have been happy to have the cooling and noise issue fixed. Since I feel he tried to intentionally cheat me I felt I should take this up. I also informed that if a replacement cannot be done I'd be forced to file a formal complaint against the dealer. He said he will do his best to resolve the issue and get a replacement. He also mentioned that I might not get the same model, I informed if the features are same I don't really mind.

I shared my view that the only way I think to see who did this is to track the serial number to the "original" sale. If the dealer is indeed telling the truth (from the way he spoke I doubt it ) LG is to blame for giving an old unit. Else the dealer is at fault and unfortunately LG is being blamed for the dealer trying to cheat.

March 9

Got call from LG, they requested me to select a model from the site that has similar features. I found to my surprise there are no comparable models . Even if I take out 3 of the above features away. I informed LG folks that really don't like to "down-grade", and requested LG to help me give a list of comparable models with the one I have.

March 16

Nothing happens. I drop a follow-up email.

March 17

Got call from LG requested me to check out  the model LSA3ZP5VTY1. All the features except for the "Neo Plasma.".I reverted back informing I'm ok with this model as this seems to be the best one we can arrive upon given the circumstances.

March 18

LG literally drops the "bomb". I'm being asked by LG  to pay 3200 for a lesser model. I'm told that nothing can be done about the price and I'll have to pay the difference amount out of my pocket. Worse still if I select a lower model I'll not get the difference amount refunded.

March 19

I inform LG this is not at all acceptable.

Summing it up

I'm yet to hear from LG, however I feel the damage is done already. Kindly avoid the dealer Jayam & Co, Chennai and LG.