LG Nighmare continues

Automatic Washer - The world's coolest Washing Machines, Dryers and Dishwashers

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I replied

I just sent her a reply but I feel like a rat in a cage going around and going no place:
Hi Lauren,
I cannot help but feel very frustrated. Last week I had made the appointment with A&E giving enough time so we arranged for service to come out Monday 12/11/06. A&E agreed this would be more than enough time for the part to arrive. I had made plans to put time aside for this service. What upsets me the most it is not just this time that I lost the appointment but 3 other times when I was dealing with the Eastside service I had made appointments for them to come out and they needed to cancel because they were awaiting for parts to be sent from LG. (at that time it was the door they were waiting to replace). And worst of all after all of that waiting the problem was not resolved. You cannot believe what a hassle this has been making all these appointments and constantly changing personal plans around between job, family and other personal obligations. Believe me this has been like having a second job. Also A&E indicated to me that I would have to pay up front for this service than I need to get reimbursed on my own from GE warranty services. Of course I agreed to this just to get my unit fixed but I think this is very unfair. I again have to call GE services to verify this is ok. Also later this week I will not be available to receive the service. I spoke to Cory from A&E and he explained when the part arrives he will contact me, so we setup another tentative appointment for Monday 12/18/06. I could possibly have the service Tuesday the 12th or Wednedsay the 13th but I cannot sit home all day Monday to see if the part does arrive and if they can do the service on those days. So at this point it looks like I will loose another week before my washer gets fixed. I am sure you personally are doing your best to help me resolve my problem, however I hope you are indicating these types of issues to your higher management. I do not mean to be abrupt and I understand your position But no consumer should have to live with this type of service.
Thank you for your assistance
Peter Sternlieb
 
LG nightmare

Not that this helps you much, but anytime I'm asked by a customer or friend about LG washers, I tell them to ignore their high ratings by Consumer Reports and forget about LG, due to poor service and parts support. As an online subscriber to CU, I'm going to e-mail them about your situation, and see what they have to say. They need to do more research on the "service after the sale" aspect of the machines they recommend. Meanwhile, may I suggest that, if you are able to get them to take back that piece of junk, you look into the Whirlpool Duet? Excellent machine, holds as much or more laundry, and no problem getting parts and/or service.
 
Pay attention to SERVICE AFTER THE SALE!!

Lots of people dismiss the "service after the sale" aspect of buying a major appliance. BOY do they pay dearly!
And be careful of the advise of the teenybopper at the big-box retailer. They're programmed to robotically repeat nice things about their product and usually know near nothing about what you are about to purchase.
 
Another wasted day!

After I sent that last letter their was absolutly no further reply. At least before this last chain of events the supervisor from LG called me or emailed me. I guess their is nothing further to be said. When a situation is this bad they almost don't know what to say. Even if they wanted to BS me they couldn't even if they tried. And at this point the parts will probably not be in for next week at this rate anyway. I do want to thank everyone that has given me positive support and even though I don't see a light at the end of the tunnel it is good to know I have other club members supporting me.
Best Wishes to all
Peter
 
Sorry you are having such trouble Pete, after reading this I don't think I will buy LG anything - I liked the LG Hi Macs countertops at Lowes but would not even buy them after reading this. If it were me, I would just place the LG Tromm in a basement or on floor that was waterproof and use it and let it leak away until it dies. But that is just me, trying to best advise how to deal with what sounds like an impossible situation.
 
Peter,

I have a Tennant who rents from me who bought an LG Washer (link below) in mid october from Home Depot, when i gave her a credit twords the purchase of a new front loader so she'd quit kiing the Top Load washers i provide..She had it delivered and installed by them.. She had it 3 days or so and the motor burned up (she had washed maybe 10 loads in it)...She called LG and they told her to return the unit..Which she did... Two weeks later her second washer started leaking all over the floor.. She again called LG and they sent out a Tech from A&E to come and look.. He came a week later (mind you I lugged another washer over there) and determined that there was an issue with the seal and overflow tube..Parts where orderd 10/31/2006.. Parts came 2 weeks later and where installed 3 days after that... Washer still leaked... New door orderd, came 12/1/2006 and was installed the following monday.. Washer still leaked..The tech orderd another seal and something else, which came rather quickly and was installed yesterday in the am..STILL LEAKED...
He said to try to take it back and get something else..He stated that LG did not provide much traning or anything else and that they where very hard to deal with... He also said theey most every LG leaks for one reason or another and thats not uncommon.. Unit whent back and she got a GE....
She also had an LG microwave which se donated to our church and bought her self a new GE microwave... She thought maybe home depot did something, as i installed her new washer and it works with no leaks..But I think it was LG's crap

LG's are out

http://www.homedepot.com/prel80/HDU...earchResults.jsp&MID=9876&N=2984+4370&pos=n08
 
LG repairs!!

Hi Chad,
It is very sad to be stuck in this type of situation in so many ways. First I don't know if the A&E you are dealing with is the same as the A&E I will be dealing with. I found out from the GE warranty group their are different ones by accident. They originally told me A&E should bill them for payment and when I spoke to A&E the other day they stated I would have to pay them directly and than get reimbursed. When I called GE and explained this they stated they would contact A&E to straighten the situation out. They put me on hold and came back on the line and stated I am dealing with a different A&E and I would have to pay for the service and than submit to them for reimbursement.
If the machine does not get fixed correctly I will have to get rid of it because I cannot have a leaky machine as I am upstairs in a coop and could be sued for damages. People that have these machines in a basement represent another story. But that’s still no excuse. It all comes down to the fact that their is not qualified LG techs out their. And many services do not want to deal with LG.
I still want to find out what legal actions can be taken but I'm in no position to hire a lawyer. I will be sending all this information to my local consumer protection after I get this next service (fixed or not). And all this wasting time to try to replace parts that take forever to arrive is sickening.
I will keep everyone posted.
Thanks Peter
 
All Eyes Are Upon LG

Peter:

You might link Lauren Mellies to this thread, letting her see for herself that hundreds of people with a highly demonstrated interest in laundry machines are reading it, and forming a poor opinion of the brand she represents. Reading the thread shows very clearly that LG and the insurance provider have not lived up to even the most minimal expectations of "satisfaction after the sale". LG's reputation for majors is already not that great; they're in something of the same position that Hyundai was in in the 1980s. The product is reasonably priced, and has good features, but the quality just isn't there. Hyundai got into real trouble with dissatisfied owners, losing sales and market share, because of horror stories shared between consumers. Hyundai fixed its problems in the only way that ever really works- taking a hard, honest look at its quality issues and addressing the hell out of them. No corporate spin, no Maytag-style head-in-sand. They FIXED THE PROBLEMS. Now Hyundai is a respected brand, with one of the strongest warranties in the business.

Lauren, what's it gonna be- are you guys going to fix the problem and make LG's actual user experience live up to your ad claims, or are you going to do nothing, and wait for Internet horror stories to kill your brand, like they did with the Maytag Neptune?

Ball is in your court.
 
Two A&E's

I take it your not dealing with the people from Sears?
Thats who she delt with (they have Blue Vans or White Vans)

I have delt with them on a number of occasions and they seem to be fair...

Managing as many properties as i do, i loose track of repairs..
 
I agree fully with Dane.

Hyundai worked hard on the Sonata, and it shows.

I'm very sad about the LG washer situation, especially since I have a SlimFit 30" TV that is top-notch, and an LG canister vac that may be the best I've ever used....these products prove that LG can do it right. They just need to respond to the challenges the North American washers seem to be presenting.

I fully expect disaster when the Chinese cars are introduced next year, but how they handle these issues will be a blueprint for if they have as long of a startup in North America that Hyundai did, or if they will be relegated to building the cheapest American-brand cars (as Daewoo does for Chevy)...

It really is their choice.
 
LG Quality!

Today I spoke to A&E services who will repair the unit. They said the part just arrived today. We will have to leave the appointment for the 18th as scheduled. So the 2 day part delivery turned into a 8 day delivery. It was ordered the 5th but didn't get sent out until the 7th and had a 2 day shipment but took until the 13th to arrive to A&E. Now I need to wait another 5 days for the service to arrive. I don't blame A&E at all, it is all LG and their policies. It is bad enough no service people can stock parts but at least if they shipped it overnight it would be a better situation.
The sad part is that the LG products are of high quality as discussed before it just comes down to the very worst service. Also no effort being made to try to improve the situation. I personally believe the people that are making these rules and running the show in LG are trying to save money and operate like Manikins or robots. And it still amazes me they are doing nothing to make improvements. But in my life time I have seen so many business being ruined by people that don't know what they are doing. Being familiar with the appliance industry for many years it has always been in my opinion the worst disaster ever was when White Consolidated purchased Frigidaire. This is in my opinion just as bad of a situation in terms of a good product being bastardized by people that don't know what they are doing.
Thanks for listening
Peter
 
Pete:

You're right, the woods are full of ex-employees who thought their companies would be around forever, no matter how lousy a job they did. In the early 80s, I was complaining my head off about how terrible Sears' catalogue division had gotten. You'd order five items and three would be back-ordered. The back-orders would likely never arrive at all. Nobody cared, nobody returned calls, and when I finally DID get through to an exec, he blew me off. Wonder where he is now, now that an enterprise over a century old has disappeared, a victim of cost-cutting and poor attitude towards the consumers who paid the bills around Sears?

Ford sold me two faultily-designed cars in a row, and would not take responsibility. Is it any surprise they're in such trouble today? It isn't to me, but Ford's management seems not to understand it's the QUALITY, stupid.

I could name others. A&P, way smaller today than it used to be. Woolworth's, gone completely. And many more.

If you'd like to see my opinion of the only LG products I've owned, some window air-conditioners, go here and read my comment to the Appliance Samurai's post:

http://fixitnow.com/2004/06/new-trouble-for-ol-lonely.htm
 
..and my grandparents were dirt poor too, but they had hope.

Nobody cared, nobody returned calls, and

Hmmm.

Pay minimum wage.
Don't give benefits.
No job security, no loyalty, no chance of moving up.
Hire those who barely speak any language, let alone English.
Hire anyone at all out of mis-driected fear of lawsuits.
Lower your standards as a business until you have none.

You will get the lowest socio-economic rungs of society.
These are the ones that will walk in front of any vehicle anywhere, anytime, and pay no mind to any rule of society. ("Cross at the green and not in-between" HA!). If people dont value life, even their own, do you think they actually care about YOU?

and I'm not prejudiced against any one or any group. I hate everyone, SO much easier! LOL
 
"Pay minimum wage.
Don't give benefits.
No job security, no loyalty, no chance of moving up.
Hire those who barely speak any language, let alone English.
Hire anyone at all out of mis-driected fear of lawsuits.
Lower your standards as a business until you have none."

Yeah, I've often wondered when Corporate America is going to figure out that once they achieve all their cost-cutting goals, no one will be left who can afford their products.
 
Ford can do things right...
I have a few and they all have been good except for my Ranger (supposedly one of fords better cars)..But Gramps 04 Explorer has been a junker scince day 1... I wouldn't buy a new explorer for anything.. But my 98 with 122K has only had 2 repairs (the transmisson and the intake gaskets) thats outside of mantince..

I had to deal with Frigdaire today concering a Tappan dishwasher in one of my rentals.. After contacting A&E they stated that they couldn't provide repairs in a Timly manner, they authorized a dealer here in town to give me a new Frigidaire unit as a replacement..

Yet, i also had to deal with Lennox and there service rep. concering a 5 year old Gas Furnace with A coil that doesn't work and needs major repairs to make it work correctly (over $1000).. The furnace has had 45 service calls in its life span and the dealer no longer carrying this brand because of the lack of service materials and parts..The furnace supposedly has a 6 year warranty that is no longer honerable because the furnace was repaired by some one other than a Certifed Tech (the only people who could look at it where either 3 weeks behind or couldn't give me a definite time) (renters won't wait that long)....
The owner is just as fed up with it as me.. The system will be ripped out tommrow and replaced with a Rheem Gas Furnace and A/C unit for only $350 more than repairs would've cost..

Pete,
You have great patince... I would have chucked it long ago.. CM
 
If you check out the vintage Consumer Reports articles on clothes washers in the 50's available in the archives here, you'll see that CR takes pains to advise that a washer be purchased with consideration towards service and support from the local vendor.

In these days of huge chain stores seilling "white goods" in large numbers, the term "local vendor" has little meaning any more. But it's still a very good idea to look at the service network available for the brand appliance you're considering.

I think Maytag - despite all its product deisgn/mfg problems, has had a leg up on most of the competition when it comes to service and support. My Neptune 7500 required major repairs (motor, controller, drum support), but all were fixed relatively promptly with a minimum of confusion or unexpected delay. The service persons were well trained and professional. Best of all, since all those repairs some three years ago, most of which were with updated parts, the machine has been trouble-free.
 
Service

I just had the machine fixed a short time ago or I hope it is. What a job to replace the boot. From a suggestion from another club member that sent me information from California their tech suggested that a washer be replaced behind the door latch as well. The repair tech did that and said that it was a good idea. When he first put the boot on we tested it and water was leaking from under the machine. He said he had to re do the job because the spring fell off from the back. I proceeded to help him put the boot back on and I actually sliced my finger on the side of the machine. (bad news) This was really a 2 person job. He finally got the new boot back on and put the machine back together. We retested and all seems to be resolved. I ran a normal wash cycle without clothes and all tested ok no leaks. Keep your fingers crossed for me. I have to run out but will do a regular wash load later. Total bill was $293.63. I am getting that faxed now for reimbursment. I will persue making further complaints later, I need to get all documentation together. Right now I have a splitting headache and need to chill.
Thanks for all the support
Peter
 

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