Over the last few years, the evolution of after-sales service has become a fundamental aspect of brand value creation. With this in mind, brands such as LG Electronics have restructured the customer relationship management division to meet modern consumer needs. In June last year, LG Electronics renewed its commitment to offer LG Best Service to its customers by unveiling the LG Customer Service Charter. The 2-years product warranty is at the center of this renewed commitment.
The 2-year warranty ensures that customers can confidently enjoy the LG products experience with the peace of mind that comes from the knowledge that the LG Care and Delight support team is just a phone call or chat message away. In the eight years that LG has been running the 2-Year Product warranty policy, they have seen the positive effect it has had on their customer’s product utility and experience, and also how it has changed their lifestyle choices. Customers can now spend their hard-earned cash on premium appliances based on the trust they have in their warranty guarantee.
(TOP: Left-Right – Jeonghoan Choi, LG East Africa Service Director; Rakesh Singh, Opalnet MD; Kwan Yul Lee, LG Middle East & Africa Regional MD; and Sa Nyoung Kim, LG East Africa MD).
Through the 2-year product warranty, the LG Care and Delight team provides the best repair service that is prompt and reliable. LG Electronics believes that proactive Customer care is a key factor in its continued business growth. For several years, their management philosophy has been founded upon the principle of innovation for a better life. In customer service, innovation is realized through customer value creation. Through collaboration and teamwork, the care and delight team executes the warranty policy by providing channels for DIY guides, user manuals, product inspection, and repair services. The team is comprised of customer consultants, service engineers, and product installers among others.
For clarification, a product warranty means that LG guarantees a free repair by incurring the cost of labor and service parts in case of faulty product quality, poor performance, or general malfunction while using the product. For bulky products like over 55” TVs, Washing machines, and Refrigerators, customers enjoy free in-home repair service during the 2-year warranty period. The warranty period is calculated from the date of purchase as indicated in the product warranty card.
For rare instances where quality repair is impossible to guarantee or where the cost of repair exceeds the price of a new product, LG is more than happy to offer a free unit replacement to resolve the service claim.
A notice is made to highlight that LG’s 2-year product warranty does not apply for cases where a defect is caused by physical damage or where a domestic product is used in an abnormal environment like in a car, truck, or so forth.
LG’s 2-Year warranty for all products is a clear sign of the confidence the company has in the quality of the products they produce and sell to their customers.
To summarize, the LG product warranty ensures that the customers have access to safe, reliable, and secure repairs with genuine LG parts when the need arises.