A good repair experience....

chachp · Jul 27, 2022

LONG EMAIL ALERT but I think it’s all needed. 

 

We bitch and moan about the bad service we get when we need repairs but seldom share any positive experiences. So I thought I would share one.

 

We had gone on vacation, and we came back to a warm refrigerator in the kitchen. Not sure how long it had been off, but everything was room temperature. Everything in the freezer was well defrosted. READ, disgusting!! Imagine defrosted chicken that had sit for who knows how long. We were gone a week.

 

It’s a 2018 LG Frig that we bought at Best Buy. We are total tech so the first thing I did was call them. This was on Wednesday last week. I scheduled a service call for Friday last week between 2PM and 6PM. Fast forward to Friday and at 2:37PM I received an email that my appt. was cancelled. This was after I received no less than five emails reminding me of the appt. on Friday. No reason, no call just an email that it was cancelled.

 

I called Total Tech and they were useless. Was transferred from person to person, each saying I was with the wrong person (even thought I was transferred by the previous person) and no one could tell me why my appt. was cancelled. After that experience I called the local Best Buy and got a recording that lead me to a message saying I had to call LG and gave me the number.

 

I was not happy because of the reviews I had read on LG service. Most were not very complimentary. I called and got a great phone agent, she knew exactly what to do and she scheduled an appt. for yesterday, Tuesday, between 1PM and 6PM.

 

Later that night I get a call and the caller ID was LG Services and I thought, crap, here we go.

 

Well, this guy introduces himself tells me he is the tech that will be coming out. He told me his goal is to fix my frig on the first call and wondered if I had a few minutes to answer some questions. He proceeded to ask some for the model number, etc. and then asked some troubleshooting questions.

 

He said he was going to preliminarily diagnose it as a failed compressor based on what I told him and based on the fact that they had issues with the compressors in the 2014-2019 year builds. He said he will have the compressor, and evaporator something or other on the truck when he comes and he was going to order a couple more parts just in case.

 

Well, he showed up yesterday when he said he would with the parts and in an hour the frig was up and running all under warranty.

 

I asked why all the bad reviews and he said when they get really busy LG uses third party contractors who sometimes don’t have the training he has and they sometimes have to make repeat visits to get the job done.

 

Well, I really lucked out getting this guy and I wanted to share that not all these experiences are the nightmares we read online. I guess the bottom line is most post only the bad experiences and not the good. I plan to post a good one.

turquoisedude · Jul 27, 2022

That is encouraging to hear how LG responded and that the repair tech took the time to call to help diagnose the issue. On the other, the treatment you got from Total Tech is horrible. However, it's good to know there are still some decent service organizations out there.

littlegreeny · Jul 28, 2022

LG

My in-laws had a similar positive service experience with their LG fridge. The issue they had was the ice/water dispenser got all scratched up. LG sent out one of their own techs and in about 3 minutes swapped out the entire dispensing module during that first visit under warranty. Their fridge is surprisingly nice and super quiet. It's about 3 years old and they've had zero issues with it otherwise. I wouldn't hesitate to buy one myself.

angus · Jul 28, 2022

Glad to hear of the good experience. Funny, two friends had issues in the past two weeks with their LG refrigerators - both compressor related. Both were purchased in 2018 so were covered under warranty and they were very pleased with LG service.

chachp · Jul 28, 2022

Glad to hear..

He explained the issue with the 2014 - 2018 compressors and most of it went over my head but he did say it was also related to the software that runs the compressor so he updated that as well.

A good repair experience....

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