Consumer Redressal

I had purchased a LG make 30 litre Microwave Oven (Model no. MC 804AAR) in 2001. It has been in perfect working condition till date and has never broken down. On 9th April it stopped functioning and I promptly raised a complaint to LG Customer Care and registered service request no. RNA130409050037 dated 9th April 2013. After 24 hours LG technician (Mr. Kartar Singh) visited and informed us that the transformer had burnt off causing the oven to stop functioning. He told us that it may take a few days to find a replacement and that we have to pay for service charges and parts since the oven was not under AMC. He also told us that since the oven is not under AMC there is no obligation on LG to repair the same. He in fact suggested that we purchase a new oven. We are old and have no helping hand for serving us food etc. and we do not have extended income to afford a new oven and hence we agreed to pay and wait. After waiting for 3 days, I called up LG Customer Care again and obtained the contact number of the Noida Service Manager, Mr. Sanjeev Dheeman (Cell No: +91 9811354534) with whom I had a daily follow up for the next 7 days. On contacting, he informed me that they are still trying to locate the “transformer” for replacement and will revert soon. After waiting till the 19th April 2013 (10 days after the complaint was registered), I called up the LG Customer Care and to my surprise I was informed that the complaint ticket has been cancelled by the service team stating “unavailability of parts” as the reason. At no point of time in the past 10 days was I informed of any such decision. Sir, a transformer is possibly the commonest piece of electrical item which can be rewound in a million corner shops across the country. I have gone through the original warranty conditions and nowhere does it mention that LG can refuse the repair of the said oven due to unavailability of parts. I is quite apparent that because the oven is older and not under AMC, we have been given a raw deal. So much so, that the oven has been left in opened/unscrewed condition by the visiting technician for the past 10 days. I am reaching out to Consumer Redressal with a simple request: please direct LG Consumer to either rewind the transformer and make the said oven workable (we will pay for reasonable charges) or replace it with a new 30 Litre oven of equivalent features or better, free of cost to us. We do not have the resources to buy another Microwave oven at this point of time. We therefore plead your support in this instance