LG introduces home services in Kenya

NAIROBI, Kenya

LG has has unveiled a customer service programme that will take after sales services to the doorsteps of users of LG electronic appliances. LG customers in Kenya will no longer have to ferry electronic appliances to an LG service centre for servicing or parts replacement in case of damage.

LG is one of the world’s leading producers of flat panel TVs, mobile devices, air conditioners, washing machines and refrigerators. The initiative dubbed LG Service will see LG deploy technicians to customers’ residences in Nairobi, Kisumu, Mombasa, Eldoret and Nakuru to service LG appliances in case of damage or malfunction.

“All one will need to do is dial 0800 545454, a toll-free number, and give a location of where you live so that we can schedule your request,” says Mr. Sunggeun Kang, the LG Service Centre Managing Director, East and Central Africa. The maximum response time is 24 hours and everything including transport, diagnosis and spare parts is free for electronics that are still within the warranty period.

“We equally give a warranty of three months after we repair any item,” says Mr Kang. The LG Service programme is a premium service and customers will therefore pay for a fee for in-home service, labour and parts in case of any replacement. “Customers within 5km will be charged Ksh600 while those further than 5km will pay Ksh1200,” explains Mr. Kang.

He observed that ferrying faulty homes appliances, such as refrigerators and washing machines, over long distance often aggravates the damage, or causes more wear and tear during transportation. “We are not only giving the customer a piece of mind and convenience; we want to ensure longevity of the products you buy from LG,” he said.

The programme follows another innovative service that LG pioneered in Kenya in 2011 dubbed Care and Delight Bus free service which tours various parts of the country offering service clinics to LG customers with no labour charges.

“Globally, this idea was first introduced in Kenya but we now have similar buses in Sudan, Zambia and Ethiopia.” According to Mr Kang, the buses have helped deliver quality services to far-flung areas where users of LG electronics have limited or no access to the company’s authorized service centres.