LG South Africa's utterly crap service

I have a new view of LG - I can't/won't buy their appliances again.

Long story, reduced to essentials: 1st LG microwave gave consistent drama and they replaced magnetron after magnetron without working out that there was in fact a voltage problem on my property and therefore the benighted thing couldn't and wouldn't work properly.

Changed homes and microwaves. Globe goes. Driver delivers to LG. Get a call to say Magnetron gone. Garbage. The machine was working perfectly. Get quote for repair (see below). I have never seen so many mistakes on one piece of paper in a long time. The reason for noticing that the phone number on the quote form doesn't exist, is because I had to call it since the fax is permanently engaged when you try to send the signed quote back.

You can't get sense out of the call centre. The recording, when you've been on hold long enough, announces that LG is introducing a new range of appliances in - wait for it - 2003. I believe their MD is a Mr. Tae. I've spoken previously to his PA, Hanneli Steenkamp, several times, in a desperate bid to get halfway decent service out of them regarding an airconditioner.

Today, with this microwave issue, I talked to the Service Manager Robin Dean (spelling?) and his PA, Sumaya about the microwave. In desperation I've just finally got the quote through, because I can't find the Makro invoice from 2 years ago, and they ain't budging even though the machine serial number can prove its recency. The comment from Sumaya (I think in a sincere attempt to explain) was 'It might have been a demo model.'  True, but it wasn't, OK?

The LG customer dis-service call centre strikes me as being like a headless chicken. Every service encounter turns into a Cecil B. de Mille production. I guess, in the interests of one's mental health and productivity, the simple solution is, don't buy an LG product again. I've had to make that decision with several products, like HP notebook computers (I had to contact then-CEO Carly Fiorina in the USA to resolve the problem!) and Canon products over the years. One of their fax machines drove me demented about 10 years ago - and I've never bought Canon-anything since. Just not worth the don't give a damn drama from these various companies. Sad.

Update: I've just had a call from Robin Dean to say they're waiving the repair charge as an apology for the shocking documentation. Nice of him. But it doesn't change my jaundiced impression of LG. Enough is enough. Once maybe, twice, but three times in a row? Nyet.
Clive Simpkins

Comments

[Darren Hailstones]

LG - pah!.....thats nothing. Try getting ANY comment and help from American Express whatsoever.For anyone with time on their hands you may never get to the bottom of this email correspondance going back perhaps three months.

Poor old Mr de Necker - the only one who cares did not even get back to me......sob..sob

Dear Mr. Hailstones

Our telecom refers and I thank you for your time and for raising your concerns regarding our service with us. It is only through constructive feedback from our clients that we can identify and improve in areas that need our urgent attention.

We have in turn raised your dissatisfaction with senior Management at our American Express Card division, who agreed that now is the time - more than ever before - to put our clients first and deliver on our promise of great client service. However, as discussed, I shall arrange for a senior services manager to contact you directly on your cellular telephone to address the underlying issues appropriately.

I am busy working through the various points that you have raised in your email and apologise for the delay in reverting back to you, but my investigation is taking longer than what was anticipated at the onset and I hope to provide you with a holistic response by no later than 17:00 today, 07/11/2007.

Thank you for your patience.

Yours sincerely

Sean de Necker

Client Complaint Helpline

Share-call number: 086-0444000

Telephone number: +27 11 7104011

Fax number: +27 11 7103157

Hi Andrea,

Thank you for your reply. Should you not have noticed one of my main gripes has been that nobody from American Express has the decency to call me personally to speak to me and to inform me what I must do with the R300 bank charges arising from incorrect information from Amex.

Please now be so kind as to forward this to a senior member of Amex management and ask them to call me with a personal apology and with an answer to my question. This must now be my 11th request to Amex in over two months.

Disgusted.

My cell number is 082 772 1262
-----Original Message-----
From: Gold Charge [mailto:[email protected]]
Sent: 03 November 2007 08:57 AM
To: Hailstones, Darren
Subject: RE: Is anybody out there......AMEX!!!

Good day Mr Hailstones

On behalf of the Gold Charge Helpdesk, I acknowledge receipt of your query.

I would like to take this opportunity in thanking you, for your time and effort, in bringing this matter to our attention.

Please be advised that the apo was loaded after your statement had closed. Your statement closes on the 8th of every month, the apo was loaded on the 18/07/07 in the OMB Kings road Pinetown branch which would explain why it did not go off in the first cycle of your account..

With regards to the smses our collection department has advised me that the smes are system generated, loaded in the morning to go out automatically after office hours. we do apologise for the inconvenience caused because of that.

You are a valued card member and we appreciate your loyalty with American Express.

Kind Regards

Anthea Engelbrecht
American Express Consultant
011 710 4040
[email protected]

--------------------------------------------------------------------------------
From: Hailstones, Darren [mailto:[email protected]]
Sent: 26 October 2007 05:16 PM
To: Gold Charge
Cc: Ask Once; Amex; Green Charge; Amex Platinum; Amex Membership Rewards
Subject: RE: Is anybody out there......AMEX!!!

Good Day American Express Gold Charge Card,

Thank you for solving one of my issues (This was in actual fact fixed up some time ago). Please advise soonest the remainder of issues outstanding and as to why nobody can speak to me.

Outstanding Issues as sent on my first correspondance to you in green below;

Hello Amex Feedback,

Your service is bad

Joined May 07
Amex did not fulfil my request of debiting the entire amount from my bank account on month 1. DONE
I HATE banking - it wastes my time. I have visited the bank perhaps once in the last year to pay an account. Hence traditionally I use Amex as a one-card solution.
Got repeat sms's telling me to call Amex in order to pay my account.
They came at 20h00 most evenings.
I called immediately.
The call centre is not open then.
As you see below I work in hotels - start early, finish late, sometimes 2 days off in a month.
Eventually got hold of someone who fixed my problem but waited until the following month to double debit. Was not aware of this until it is too late.
Bill came for August 2007 - R18k. I had deposited 13k into the account during the month.
Called Amex to confirm that the full amount would not be debited. (+/-23 Aug)
Was assured this was true - "only the R5k will come off".
Got repeat sms's telling me to call Nedbank in order to explain overdraft
They came at 20h00 most evenings - see the thread!
I called immediately.
The call centre is not open then
Call Amex at a later date and speak to Sikila (Ref. 29872851).
Am informed credit transfer will be done - 48 hours.
Enquire about the charges Nedbank likely to levy for overdraft charges.
Can get no solid answer.
Ask for a senior manager to return my call - I am not happy.
Still waiting.
Gold Card Holder UK Card since 95.

In order to try and get some feedback I cc this mail to [email protected] in a hope that they will be able to assist. Ultimately they have at interest both my Nedbank personal account as well as my American Express.

I also copied in other parts areas of your opertaion - please can somebody just phone me and speak to me!!!! Anybody who cares........please

Please would you be so kind as to have a senior person in customer services call me personally. In fact I shall be more than willing to travel to his or hers office to meet personally. Sorry by Senior I mean senior...preferably not a supervisor or manager. Purely as their names suggest the supervisor should be supervising my problem and it is clear that managers do not wish to speak to me as I have been expecting three calls from them.

As Nedbank ultimately I would like you to assist me with reaching the correct people so I can make this problem go away.

I would like to highlight my actions further from here.

I will personally call in at the Amex office in Braamfontein to speak to somebody as clearly Amex does not want to speak to me.
I will post my comments on Hello Peter.
I will call my UK office and ask if they can assist in locating the MD for Amex South Africa or have them direct me to President Operations EMEA or similar post and I shall liaise with ths person (I am certain that they would respond).
I shall lay a complaint at the Ombudsman for Banking Services in relation to poor service. (Such a petty matter....why can't you just call me?)
I shall cancel my Amex Gold Credit Card
I shall cancel my Amex Gold Charge Card
I shall not cancel my UK Gold Charge Card as they provide me with a service infinitely more superior to yours.
I shall close my Nedbank Account
I shall get the service I require from another bank and card service provider.

I find it absolutely INTOLERABLE that I have not once had a response by any of your management despite several promises they would. This is service and customer care at its most despicable.

I look forward to your phone call

Yours faithfully

Darren Hailstones
082 772 1262



-----Original Message-----
From: Gold Charge [mailto:[email protected]]
Sent: 26 October 2007 01:47 PM
To: Hailstones, Darren
Subject: RE: Is anybody out there......AMEX!!!

Good Day Mr Hailstones

On behalf of Gold Charge Helpdesk, I acknowledge receipt of your query.

I would like to take this opportunity in thanking you, for your time and effort, in bringing this to our attention.

We had experienced technical problems with our e-mail,however Automatic Payment Order has been correctly loaded on your account.

Thank You

American Express Gold Charge Card.

--------------------------------------------------------------------------------
From: Hailstones, Darren [mailto:[email protected]]
Sent: 19 October 2007 03:22 PM
To: Gold Charge
Subject: RE: Is anybody out there......AMEX!!!

Good Day Mr Keiller,

As you may well be aware you have not responded to my email of over three weeks ago from a complaint originating all of two months ago..... I subsequently called Neville on the 12th September and for the third time asked for a manager to call me back and for the third time nobody has called me.

I am sure you will agree that the above behaviour is beyond disgusting and if given the opportunity of speaking to your Managing Director about my complaint I would do. However your Company clearly drops the customer right at the beginning and makes sure there is no way they can get any further forward with the communication of poor service.

Please have the decency to respond to my complaint as I will not go away.

Thank You

Darren Hailstones
-----Original Message-----
From: Keiller, R. (Rashid) [mailto:[email protected]]On Behalf Of Gold Charge
Sent: 26 September 2007 10:14 AM
To: Hailstones, Darren
Subject: RE: Is anybody out there......AMEX!!!

Good day Mr. Hailstones

On behalf of Gold Charge Helpdesk, I acknowledge receipt of your query.

Please be advised that I will be dealing with the query in Anthea's absence.

You are a valued card member and we appreciate your loyalty with American Express.

Kind Regards

Rashid Keiller

American Express® Cards

Gold Charge Card Consultant

tel: 011 710 4040/0860 102 194

fax: 011 710 3358

[email protected]

--------------------------------------------------------------------------------
From: Hailstones, Darren [mailto:[email protected]]
Sent: 26 September 2007 09:46 AM
To: Gold Charge
Subject: RE: Is anybody out there......AMEX!!!

Hi Rashid,

Please advise whether Anthea Engelbrecht or yourself will be dealing with my query.

Regards
Darren
-----Original Message-----
From: Keiller, R. (Rashid) [mailto:[email protected]]On Behalf Of Gold Charge
Sent: 25 September 2007 03:38 PM
To: Hailstones, Darren
Subject: RE: Is anybody out there......AMEX!!!

Good day Mr. Hailstones

On behalf of Gold Charge Helpdesk, I acknowledge receipt of your query.

I would like to take this opportunity in thanking you, for your time and effort, in bringing this matter to our attention.

Please be advised that we are currently busy investigating your concerns and as soon as we have feedback we will provide you with it.

You are a valued card member and we appreciate your loyalty with American Express.

Kind Regards

Thanks

Rashid Keiller

American Express® Cards

Gold Charge Card Consultant

tel: 011 710 4040/0860 102 194

fax: 011 710 3358

[email protected]

--------------------------------------------------------------------------------
From: Hailstones, Darren [mailto:[email protected]]
Sent: 20 September 2007 04:05 PM
To: [email protected]
Subject: Is anybody out there......AMEX!!!
Importance: High

Good Day,

Perhaps you would like to respond to my email as the other people have not!!

Regards

Darren Hailstones
Food & Beverage Manager
InterContinental Airport Sun
Johannesburg South Africa
Tel: + 27 11 961 5400
Cell: +27 82 772 1262
mailto:[email protected]
http://www.southernsun.com
http://www.ichotelsgroup.com

-----Original Message-----
From: Gold Charge [mailto:[email protected]]
Sent: 20 September 2007 04:48 PM
To: Hailstones, Darren
Subject: RE: Feedback from Newsletter

Good Day Mr Hailstones

Thank you for using this e-mail service.

On behalf of the Gold Charge Helpdesk, I acknowledge receipt of your request.

I would like to take this opportunity in thanking you, for your time and effort, in bringing this matter to our attention.

Kindly afford me the opportunity to investigate this matter.

You are a valued card member and we appreciate your loyalty with American Express.

Kind Regards

Anthea Engelbrecht
American Express Consultant
tel: 011 710 4040
fax: 011 710 3358
[email protected]

--------------------------------------------------------------------------------
From: Hailstones, Darren [mailto:[email protected]]
Sent: 13 September 2007 04:58 PM
To: Amex FeedBack
Subject: Feedback from Newsletter

Hello Amex Feedback,


Your service is bad

Joined May 07
Amex did not fulfil my request of debiting the entire amount from my bank account on month 1.
I HATE banking - it wastes my time. I have visited the bank perhaps once in the last year to pay an account. Hence traditionally I use Amex as a one-card solution.
Got repeat sms's telling me to call Amex in order to pay my account.
They came at 20h00 most evenings.
I called immediately.
The call centre is not open then.
As you see below I work in hotels - start early, finish late, sometimes 2 days off in a month.
Eventually got hold of someone who fixed my problem but waited until the following month to double debit. Was not aware of this until it is too late.
Bill came for August 2007 - R18k. I had deposited 13k into the account during the month.
Called Amex to confirm that the full amount would not be debited. (+/-23 Aug)
Was assured this was true - "only the R5k will come off".
Got repeat sms's telling me to call Nedbank in order to explain overdraft
They came at 20h00 most evenings - see the thread!
I called immediately.
The call centre is not open then
Call Amex at a later date and speak to Sikila (Ref. 29872851).
Am informed credit transfer will be done - 48 hours.
Enquire about the charges Nedbank likely to levy for overdraft charges.
Can get no solid answer.
Ask for a senior manager to return my call - I am not happy.
Still waiting.
Gold Card Holder UK Card since 95.

I KNOW the above is not what the brand stands for.

Please advise.

Thanks


Darren Hailstones
Food & Beverage Manager
InterContinental Airport Sun
Johannesburg South Africa
Tel: + 27 11 961 5400
Cell: +27 82 772 1262
mailto:[email protected]
http://www.southernsun.com
http://www.ichotelsgroup.com

[Mrs Chetty]

I CAN'T AGREE WITH U MORE REGARDING THE SERVICE OF LG SOUTH AFRICA. EVERYONE WORKING FOR LG HAS THE SAME DON'T CARE ATTITUDE AND ALL U HEAR FROM THEM IS "CAN'T DO THIS, CAN'T DO THAT, ITS NOT MY FAULT"
AND THAT IS FROM THE CALL CENTER AGENTS TO THE SUPERVISORS. SO WHAT CAN THEY DO, EXCEPT TAKE YOUR MONEY???
MY STORY IS AS FOLLOWS, I HAVE A WASHER/ DRYER COMBO IS WAS GIVING AN ERROR CODE, SO I LOGGED A CALL WITH CAPE TOWN ELECTRONICS, THE AGENT FOR LG IN CAPE TOWN. I WAS TOLD THAT I HAD TO PAY UPFRONT BEFORE ANYONE CAME OUT A SUN OF R427.50. I MADE PAYMENT ON THE 16TH JAN 2009. ON THE MONDAY THE 19TH , REGAN COMES OUT TO SEE WHAT THE PROBLEM IS, HE ARRIVES IN BOARD SHORTS AND SPENDS 10 MINUTES LOOKING AT THE MACHINE AND LEAVES SAYING IT IS THE PC BOARD AND HE WILL CALL ME THE NEXT DAY WITH THE PRICE.THIS IS WHAT I PAID R427.50 FOR???

HE DOES NOT CALL ME THE NEXT DAY, WEDNESDAY ALSO PASSES WITHOUT A CALL,ON THURS I CALL CAPE ELECTRONICS WHERE THE LADY SAYS THE REGAN IS NOT IN AND SHE WILL CALL ME LATER WITH THE PRICE WHICH SHE DID DO, THE PRICE FOR THE PART WAS A FURTHER R891.97, SHE SAID THAT THE PART COMES FROM JHB AND IT WILL BE HERE ON MON OR TUES. MON REGAN CALLS TO SAY HE WILL BE COMING THE NEXT DAY. TUES HE ARRIVES AND LEAVES AGAIN IN ANOTHER 10MIN, TELLS MY HOUSEKEEPER THAT HE WILL CALL ME THE FOLLOWING DAY WITH THE PRICE, THIS WAS AROUND 11 AM, WHY COULD HE NOT CALL ME IMMEDIATELY?
I MUST NOW DO ANOTHER TRANSFER AND PAY FOR THAT TRANSFER TOO?
WHY COULD HE NOT HAVE TOLD ME THAT IT COULD BE ANOTHER PART AS WELL INITIALLY?
I PHONED HIM BACK ON TUES 27TH JAN, TOLD HIM ALL OF THIS, PHONED CAPE ELECTRONICS SPOKE TO THE WORK SHOP SUPERVISOR , WITH NO HELP , NO NOTHING, ALL I HEAR IS EXCUSES.
I PHONED THE CALL CENTER THE 0800545454 NO SPOKE TO A LADY, STILL NO HELP
TODAY THE 29TH I PHONED THE CALL CENTER BACK TWICE, FIRST I SPOKE TO ZAMZA WHO WAS NOT HELPFUL, TRYING TO CUT ME OFF AS I WAS SPEAKING AND NOT EVEN UNDERSTANDING CLEARLY WHAT THE PROBLEM WAS, SHE SAID SUMAYA, THE LADY IN CHARGE OF THE AGENT IN CAPE TOWN WOULD CALL ME BACK, I SPECIFIED THAT SHE SHOULD CALL ME BACK WITHIN 10 MIN AS I HAD OTHER THINGS TO DO, HALF AN HOUR LATER I HAD TO CALL BACK AGAIN, SPOKE TO SUMAYA WHO SAID " U LIVE IN CAPE TOWN AND I AM IN JHB, I HAVEN'T EVEN PHONED CAPE TOWN ELECTRONICS AS YET, I WAS BUSY, U ARE BEING UNFAIR THAT U EXPECT ME TO CALL U BACK SO SOON"
NO APOLOGIES, I AM BEING UNFAIR, IS IT NOT UNFAIR THAT IF U HAVE ALREADY PAID IN EXCESS OF R1200 13 DAYS LATER U SHOULD EXPECT YOUR MACHINE TO BE FIXED?

I PHONED JHB HEAD OFFICE AND WAS PUT THROUGH MONICA THE CALL CENTER SUPERVISOR WHO LISTENED AND SAID SHE WOULD CALL ME BACK
SHE CALLED BE BACK TO SAY " THE PART HAS BEEN ORDERED IT WILL BE THERE BY TOMORROW AND THEN REGAN WILL COME OUT AND FIT IT, THE REASON WHY HE COULD NOT SEE IT WAS THE LATCH AS WELL WAS BECAUSE ONLY WHEN U FIT THE ONE PART IN CAN U SEE THE OTHER PART IS BROKEN"
I TOLD HER SO THEN SHE HAS BEEN NO HELP TO ME, AS TOMORROW IS FRIDAY AND BY THE TIME REGAN COMES OUT IT WILL BE MON OR TUES AGAIN AND IN THE MEANTIME WHO IS PAYING FOR MY LAUNDRY? I HAVE KIDS THAT GO TO SCHOOL AND WHAT ABOUT THEIR SCHOOL STUFF ,I PAID R7000 FOR THIS MACHINE AND NOW A FURTHER R1200 AND I WILL BE SITTING WITHOUT IT FOR AT LEAST 17 DAYS
HER RESPONSE WAS " I DON'T NEED TO HEAR THAT (ABOUT THE KIDS GOING TO SCHOOL), THERE IS NOTHING I CAN DO, I FEEL U ARE BEING UNFAIR IN SAYING THAT I HAVE NOT HELPED U BECAUSE I PHONED AND FOUND OUT WHAT IS HAPPENING, AND THE PART WILL BE THERE TOMORROW HE WILL COME AND FIX IT" AND THAT WAS THE END
SO I MUST JUST SETTLE FOR THIS
NO APOLOGIES FROM ANYONE
THEY ALL SEEM TO FORGET WHO THE CLIENT IS
WHO IS GOING TO REIMBURSE ME WITH ALL THE PHONE CALLS I HAVE MAID, THE LAUNDRY BILLS, LG JUST DOESN'T CARE.
WILL NEVER AGAIN BUY A LG APPLIANCE AND I WILL TELL ALL MY FRIENDS AND FAMILY TO DO THE SAME.

[Ms de Almeida]

I have had no joy getting my 11kg LG washing machine repaired that is still under guarantee. LG currently has one agent that is shared amongst other electronic brands in Nelspruit & surrounding areas. This has subjected us to total abuse by the agent who can take over a week to address your service/repair need. LG had no problem in providing their products in Nelspruit of which I bought a washing machine, fridge & dishwasher from Dion wired Nelspruit, after relocating from Johannesburg.
I also discovered that the customer services consultants have no idea where White River (where I reside) nor Nelspruit. For a brand of this calibre it is very disappointing & I believe it
would be fair for all those of us that live in what is clearly classified as remote area that strangely can afford to purchase about R50k worth of their products cash should communicate this unacceptable standard of service. David head of support cannot do anything about addressing this crisis in White River/ Nelspruit & referred me to communicate with the monopoly owner of the agency Dion. I am still waiting for the Washing machine to be repaired for a week already & told to wait for another week by the Agent Radio Vision 2000 for next week when another branch is open. It's total madness!!! H de Almeida