LG Electronics is investing in residential service centres and mobile clinics as its East Africa customer service head calls for stronger after-sales support.
Ronald Mitei examined warranty promises in an opinion article about manufactured products.
He compared those promises with the help customers receive after buying appliances.
“Things can sometimes go wrong,” said Ronald Mitei who serves as Head of Customer Service at LG Electronics East Africa.
For Kenyan appliance buyers, the argument centres on whether a warranty translates into practical support when a product fails.
Mitei said LG continues to invest in service centres within residential areas and mobile service clinics where necessary to bring technical support closer.
The article does not specify investment amounts or identify the locations covered by these services.
Mitei said customer service forms part of LG's commitment to buyers rather than an obligation that ends when a sale closes.
“Our relationship with a customer begins when they leave the store with our product,” he said.
He said buyers often spend considerable time researching appliances and comparing features before deciding whether a purchase offers value for money.
That process creates an expectation that the product will deliver the performance that persuaded the customer to buy it.
Mitei said manufacturers recognise those expectations and invest in developing products intended to fulfil their promises.
He said the response to a failure can distinguish one brand from another when manufactured products develop problems.
His article contrasts earlier warranty procedures with what he describes as a less rigorous process today.
Mitei said warranties previously involved detailed terms that customers were expected to read and sign.
He said customers sometimes now receive little more than a warranty card that is hurriedly signed or stamped.
The practical test comes when an appliance fails within its warranty period and its owner seeks help.
Mitei said buyers reasonably expect a prompt repair or a replacement where necessary after such a failure.
He said some customers struggle to have legitimate warranty claims honoured and may abandon products they expected to use for years.
The article provides no figures on disputed claims or the number of customers affected.
Mitei's argument places the handling of faults alongside product features as a consideration for appliance buyers comparing brands.
He said LG aims to keep products working dependably for years when owners handle and maintain them correctly.
LG's service approach combines residential centres with mobile clinics that bring technical support closer to customers where necessary.