Archive for November, 2007

Redefining the Meaning of Customer Service

Thursday, November 29th, 2007

It seems that some companies namely LG here in Lebanon have taken upon themselves to redefine what customer service actually means. Like all stories lets start at the beginning.

A month and a half ago my new LG Mini Hi-Fi system which was purchased less than a year ago started going crazy on DVDs and would completely freeze. Usually these devices are covered by a 1 year warranty. And upon inspection of my warranty card, turned out it had expired 6 months ago. Now I’m no expert but a 6 month warranty is kind of ridiculous, especially when the paper itself clearly states a 1 year warranty for a product of this class. Confident that this was a mistake that could be rectified, I packed the system and headed to the LG service center, delivered the item, was promised that the warranty issue would looked into and that in 2 days time I would pass by and pick up the repaired unit. That was exactly 36 days ago.

During that time I haven’t received a single call from their customer service, despite repetitive assurances that I would be receiving one in a day, in 2 hour, and other varying times, with a lot of apologetic jargon that translates, at best, as lip service. Making the calls at my charge to follow-up on the repair progress, I made a total of 15 follow-up calls, of which three, to ask them to go ahead and repair the unit, because there was an incurred cost (as they said) since my 6 months warranty had expired. Instead of going ahead and fixing it they wait for you to confirm that you want it fixed, missing the point that thats the reason the unit was taken to them in the first place. What amused me most, in black comediesque way, about the entire ordeal was that to them this was absolutely normal, and left with the impression that they didn’t care at all if the customer was happy or serviced, not even a genuine apology was given to me when they handed me the repaired unit (which they banged and hit on narrow shelfs while getting it) not even for not calling. They even went so far as to declare that they were under a heavy workload because of the number of units tasked to be repaired, which in itself is quite indicative of the quality they make you pay top dollar for. In the end I submitted a verbal complaint, which wont be going anywhere, paid up and took my battered unit home, packed it in a box, and enjoyed my new Sony Mini-HiFi system, pledging never again to buy anything LG because of their awful customer service, and would go so far as to discourage anyone I know from buying it for just that reason.

I knew I should have stuck with a Sony from the beginning. Everyone strays from the path now and then. Sony rocks!