Dear LG Kenya Team,
I hope this message finds you well. I am writing to lodge a formal complaint regarding the mishandling and physical damage of my LG refrigerator, model GC-B247KQDV, by your Nyali Service Centre team.
I am also seeking urgent clarification regarding a scheduled delivery.
The refrigerator was picked up by LG Nyali staff for repair of a compressor-related fault. While the unit was under your custody — and before any repairs were initiated — I was informed that it had been struck by a car at your premises, resulting in severe physical damage.
Despite this, I was later told the fridge might still be repairable, and I was asked to cover some repair costs. I strongly object to this. The unit was clearly damaged beyond its original condition due to an incident that occurred entirely while in LG’s control. Complaint Points are;
1. Breach of Duty of Care
My refrigerator was in the care of LG professionals when the incident occurred. The damage — including visibly bent doors — reflects a serious breach of duty. LG must accept full liability for the condition of the appliance.
2. No Repairs Were Approved or Carried Out
I was never issued a formal quotation, nor did I approve any repairs. The fridge was damaged before any service could begin. Any suggestion that I should contribute to repairs under such circumstances is unacceptable.
3. Photographic Evidence of Damage
I have clear photographs showing significant physical deformation, including bent doors. These confirm that the unit is no longer structurally or aesthetically sound. Returning it after repairs would be unacceptable.
4. Inconvenience and Additional Costs
Due to this mishandling and prolonged delay, I was forced to purchase a small temporary fridge to store perishable items — an expense directly caused by LG’s actions.
5. Irrelevant Mention of Third-Party Insurance
I was informed that the vehicle involved only had third-party insurance. I must emphasize: this is not my concern. My contract is with LG, and I expect full responsibility for damage caused while my appliance was in your care. Internal insurance issues should never shift cost or liability to a customer.
6. Attempts to Shift Responsibility Through Repair Offers
The suggestion that “the fridge can still be repaired” appears to be an attempt to minimize LG’s responsibility and transfer cost to me for parts or procedures that were never authorized or delivered. This is unacceptable. The damage occurred while the fridge was under LG’s professional custody, and no partial repair — especially one involving customer payment — is reasonable under these circumstances.
7. Risk of Further Internal Damage
While the external damage is visible, I am concerned the impact may have caused hidden internal issues — such as damage to the cooling system, insulation, sensors, or alignment — which if not already present,may manifest later. This further strengthens my position that only a full replacement is a fair and responsible solution.
Clarification on Phone Call and Scheduled Delivery
I was called on Friday, August 1, and informed that a refrigerator would be delivered to me on Tuesday, August 5. However, I was also told that I would be required to pay.
I must state clearly: I do not accept this condition.
The original fridge was severely damaged while under LG’s custody. No repair was approved or completed, and I reject any expectation to pay for parts, labor, or delivery associated with a replacement unit.
I respectfully request urgent clarification on the following:
Is the fridge scheduled for Tuesday delivery a replacement unit of equal or better specification?
Will it be delivered at no cost to me, as is appropriate under the circumstances?
