house and home centurion and Head office

Subject: Formal Complaint – Delayed Warranty Repair and Lack of Resolution for LG TV

I am submitting this formal complaint regarding the unacceptable delays and poor service I have experienced in attempting to have my LG TV repaired under warranty. Both LG Electronics and House and Home Centurion have failed to resolve my issue within a reasonable timeframe, leaving me without a working television despite my repeated efforts to escalate the matter.

Background of the Issue: I purchased my LG TV on 18/02/2023 from House and Home Centurion. The first unit delivered had an issue where it would switch off unexpectedly and was difficult to turn on again. After an unsuccessful repair attempt, LG technicians declared it an "out of box" failure and advised House and Home Centurion to provide a replacement, which they did.

The replacement TV carried over the original warranty, which is valid until 18/02/2025. On 03/02/2025, I logged a new issue with LG (***) because the TV would not turn on at all.

Failure to Provide Timely Service: On 04/02/2025, I was contacted by House and Home Centurion, to whom I provided the reference number for follow-up. LG arranged for a technician to visit, but the technician failed to show up for the scheduled appointment on 07/02/2025 at 08:00.

After multiple escalations, he eventually called and attempted to diagnose the issue over the phone. He indicated that he suspected the problem and would order the necessary part, aiming to return on either 08/02/2025 or 10/02/2025, depending on availability.

On 10/02/2025, the technician arrived late and brought only one part, which was not the correct one, and as a result, the TV could not be repaired. He informed me that the correct part needed to be ordered and that he would update me the following day.

On 11/02/2025, after I had to follow up myself, I was told the part would only arrive on 26/02/2025, meaning I would be without a working TV for weeks. However, when I called LG directly, they stated that they had no estimated arrival date (ETA) for the part and that I should check their website for updates.

Unacceptable Delays and Lack of Consumer Protection Compliance: Today, 13/02/2025, I called LG to check the repair status under ***, only to find that it was still stuck in the "Receipt" phase, with the progress status still showing "Assigned to Service Provider" and no further updates. This indicates that the repair is not progressing at all, leaving me with no clear resolution timeline.

When I called House and Home Centurion, I was transferred again to a staff member, who failed to take any action to expedite the repair or offer a temporary solution, such as a loan unit or a replacement TV.

Instead, I was given a new reference number (RNU***) from staff member, which he stated was the correct reference for the repair, while the original reference number was mistakenly logged for a washing machine.

Despite this, when I provided the new reference number to LG, I was still told to wait until Monday, 17/02/2025, for an ETA update—delaying the process even further.

This situation is completely unacceptable. Under the Consumer Protection Act, House and Home Centurion and LG have an obligation to ensure that a warranty claim is handled efficiently and that I am not left without a functional product for an unreasonable period. The fact that I am expected to wait weeks for a repair part with no alternative solution (such as a loan TV or replacement) is a clear violation of my consumer rights.

My Formal Request: I request that the Ombudsman intervene immediately to ensure that:

LG and House and Home Centurion expedite the repair process and provide a clear, confirmed ETA for the required part. House and Home Centurion offers a loan TV until the repair is completed or replaces the faulty unit with one of equal value. A resolution is provided within a reasonable timeframe, instead of making me wait indefinitely for a repair part to arrive from overseas (Dubai). I expect a prompt response and resolution to this matter, as the current handling of my warranty claim is entirely inadequate.