06/01/2025
Consumer Beware of LG Products!!!
My rights as a consumer was taken away, when I am entitled given the product I purchased is under warranty. So please be careful when they say, its under warranty when in actual fact you will be paying for the actual product, disguise under other charges.
I purchased a LG fridge in February 2022, and not even 2 years plus of usage, the compressor gave way. This happened on 22 Dec 24. I raised an issue via the customer care line on 23 Dec and they assigned a technician of which he came to my premise on 24 Dec to diagnose it as a compressor problem.
A quotation was sent to me via WA from +6012 3756995, charging me a total of RM635.00, bearing in mind that I have already paid RM110 for the 1st visit on 24 Dec, which is a total sum of RM745.00. The similar model compressor in Lazada is only RM576.00. Therefore they cheat on their Warranty. Becarefull! Even when we ask for the compressor alone and we will repair it else where they will not give the compressor unless we pay the full amount they ask.
Below is the breakdown on their Charges;
Job number - RNP241223018775
Compressor : FOC
Vacuum copper pipe : RM30.00
Cupper Dryer filter : RM125.00
Flushing cooling system using R22A : RM100.00
Soldering cupper/access rod/solder rod/silver rod/refill gas R600A : RM380.00
Labour : RM 80.00
Transport : RM 30.00
TOTAL : RM745.00
LESS LABOUR AND TRANSPORT: - RM 110.00
Upon receiving this quotation, I was surprised to see the figure that was charged to me! I understand that my general warranty has since been retired but the amount that you are charging me is equivalent to manipulating in nature and to a certain extent even fraud and deceiving. The amount that was quoted is similar to purchasing a new compressor and adding a few more Ringgit for labour charges. This is fraud when you say the compressor is under warrant when you are actually charging me for it. Even a similar model compressor in Lazada is only RM576.00 (as attached under appendix 2)
My family was not able to celebrate Christmas or New Year when I had a new fridge which I am not able to use. Neither am I able to store things in the fridge nor can I cook food during this festive season. With that being said, I do not have the funds to pay to get my fridge repaired with this ridiculous amount of fee that I need to pay.
I had since asked the technician to reduce the amount but their answer was, please refer to LG and when I made several calls to LG, they have asked me to refer to the technician instead. I was given the run about which increased my frustration. You may find the following multiple call records that I have made to LG customer careline:
27 Dec : 10am (Ms Zu)
: 4pm (Ms Ina)
: 4.50pm (Ms Zu)
28 Dec : 10.15am (En Mohamad), which I then insisted to speak to the Manager on Duty (Ms Kamilah)
I personally told Ms Kamilah in that call, that I am not able to afford such an amount and would like to use my rights as a consumer to only obtain the compressor which I am entitled to, under warranty.
After checking with the technician, Ms Kamilah called me back at 11.42am (same day) to notify me that I am not able to only take the compressor and ‘die die’ I need to make that payment in order to use my new fridge. I was saddened by this as it made my festive season even more depressing that LG can be so dishonest and betraying in the context of compressor under warranty but in actual fact I am being charged.
However, Ms Kamilah did call me back 8 minutes later to say that she can help one last try to escalate my matter for resolution. She promised to revert back on the next working day, 30 Dec which she did. But only to inform me that there has not been any response since and again promised to call by the next day.
All I am asking for is LG to either give me the compressor which I am entitled to or reduce the quotation charges by at least RM150 in order for me to find the funds and repair the new fridge.
If this matter is not settled within this week (by the end of 5 Jan 2025), I will be posting the same as above in social media and boosting the post to reach many, so it can become a public awareness to consumers before taking the decision to purchase any LG products. This is the first time I have purchased a fridge which lasted less than 3 years, still under warranty but I am unable to use my rights as a consumer.
