LG Nighmare continues

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Hi everyone I am going to attach a letter I just sent to the consumer affairs about my problems with my LG. Please remember I am not knocking LG products itself. I do feel they are quality products as long as they work and don't need service. But I will never buy LG again.
Please read over
Thank you,
Peter

Purchased LG front loader washer/dryer combo model WM3677HW over 2 years ago. After 10 months of use door developed a leak. The machine was still under warranty and obtained service through purchaser who is Leiberts Royal Green appliance in White Plains NY
914-949-5999. Sent out appliance repair Jimmy same day service. Not so much same day it took 9 days to come and do service. Problem was resolved at that time by machine being rebalanced and door being tightened. This past May 2006 the same problem reoccurred after 9 months with the door developing the same type of leak. This time I was under extended warranty through GE zurich service. When calling at that time it was explained to me that they had a problem locating a service provider so call went back to Jimmy same day service and from the start of original call until he came for repair was 2 weeks. He repaired by just tighten the door again. Worked fine for 4 months and now same problem developed with door leak. Machine broke on 9/24/06 I called LG customer service and received a consult # c06092426921 and given a list of 4 different services. They told me to contact GE warranty service and follow through with them. I called GE 9/25 they stated they would have to research who would do the servicing and they explained that Jimmy same day cannot be located anyway. I waited until 9/27 and called them back and they weren’t able to locate anyone but said I could use who LG recommended and I would have to pay for the service and they would reimburse
me. 3 out of 4 of the services LG recommended had different excuses. One said they didn’t come to my area, the other doesn’t do extended warranty work and the third couldn’t be reached. In the meantime GE located a company called Millwood appliances in the Bronx NY I spoke to them and made a appointment for 9/28 to come and check problem. I called them that day at 1PM to confirm a 4PM appointment and the administrator explained the person who knew the LG products was called on a family emergency and would not be back for a few weeks. She had no one else to send out. I called the Leiberts Royal Green store and it was explained by the service coordinator Pamela Savage that she didn’t have anyone else except Jimmy same day service to fix LG and he cannot be located. I explained my situation again for the second time and she said she would get back to me and she hasn’t. I called her and left 3 messages since with no return call. My last resort was a corporation called Eastside appliance in Mount Vernon NY 914-699-5200 and they explained they fixed LG appliances. So I made a appointment for 10/06/06. I still contacted LG again about the poor level of finding service people and filed a complaint # v06092806831. I had a supervisor (Anderetta) who called me back on 9/30/06. She was pleasant and listened and I explained the poor service issues that I was unhappy about and being I was scheduled for 10/06/06 with Eastside she will authorize them to order a new door for the unit. And she explained that the part should arrive before than. (door ref # c06093057306) When I contacted Eastside on 10/2/06 they explained that parts were authorized but what parts weren’t listed. This took another day to straighten out. Parts were than ordered and of course they weren’t in for the 6th. So we set a new appointment for 10/13/06. I called Eastside again and parts still didn’t arrive they stated it should be in by 10/16/06. We made another appointment for 10/19/06. Lets see if it happens. It is now 10/14/06 and I have no washing machine for 3 weeks. I have to say this is beyond poor service. I have never had such a horrible customer service experiences. As a consumer I spent good money on a product that is supposed to be high quality. In addition I should not have to be making all these calls. If LG is having these products being sold they should have enough technical support. Also if a part is being ordered it should be sent overnight. I was also informed LG doesn’t allow what service distributors they have to stock any parts. How ridiculous is that? I am reaching out for help and I want everyone to know they should never buy a LG product. I will never again do so. This has been so distressing and the situation is far from over. Please help and give me some input.
Thank you
Peter Sternlieb
 
One reason took LG washers off my list was the very sad showing of repair persons in the NYS/NYC area. LG gives you a list fast enough, but what they don't say it is a general list of people who fix various LG items. Calls from Conn to NJ yielded one, that is right one repair person in the NYC area, and he was near Yonkers and would only fix LG laundry appliances if you purchased the unit from that store/lived above East 96th street.

My number one rule is never buy a major appliance cannot obtain local service for. People make fun of Malber appliances, but at least they have a local repair person.

Peteski, have you thought about posting a rant/complaint on YouTube or a similar site? Apparently many corporations are hip to this and will quickly change their tune when bad PR hits the Web. AOL messed around with a guy, who went straight to YouTube with his complaint. Well, within hours he had tons of responses from other happy AOL customers, and within two days, AOL was calling HIM back and making very nice.

Best of luck,

L.
 
Sorry, Do Not Know

But yes, the news report telling about a young man getting his own back against AOL, was a video "rant", and apparently such things have become so popular companies and businesses have begun to monitor YouTube and the like so see what is being said about them. This was all according to the news program,IIRC it was "Nightline" on ABC. Think about it, most people under say 35 or so get their information from the Internet, so someone taking his/her beef public can do lots of damage, especially if others join in, as was the AOL case.

In the AOL segment, the young man simply wished to cancel his account, however the customer service person who took his call had other ideas. The CS rep began asking this young man a litany of questions as to why he wanted to cancel AOL and giving him the business, in short refused to cancel the service. What the CS rep did not know is the young man was recording the entire conversation, and when he did not get satisfaction from AOL, went to YouTube. The rest is as I told you before; other AOL users join in with their complaints and within days AOL cancelled the account and refunded any charges. Oh yes, the CS rep got the boot.

L.
 
Peter

I have to LG Washers here, I too say they are not bad machines in themselves but service sucks to say the least. In this area they are rude, unreliable, and just flat out lie about service. I would say to anyone that is considering a L G product their are better choices look a bit more.
 
Following this thread....

...I'm starting to appreciate my barebones Top-Loader laundry center a lot more. No, it's not efficient, it doesn't do a stellar job of washing, and with a plastic tub, it doesn't exude quality. However, it doesn't leak, has run for five years without a hitch, and I can call almost anyone I like in the Portland area if it does break. My sincerest best wishes go out to those who are having these service nightmares.

Mike
 
Peter & Lee, I’m sorry to hear about your bad experiences w/ service. The service here in Austin was GREAT all five times that they’ve been out! There are at least 3 companies that service LG and I liked all of them. They were very patient and let me watch the repairs, they were friendly, knowledgeable about the products, and answered the million or so questions I asked them. The repair person was out within 2 days every time except one. The parts took less than a week every time, but one.

Best Buy is AWESOME! The pedestals were only available from a different store than where the machines were purchased. The sales person drove to the other store, picked up the pedestals and drove them out to my house in his own truck before the machines arrived. Now that’s service.

Delivery people seem to be a problem no matter what company the appliances are purchased from or what city they are delivered to. The delivery people never have a level with them and when one offers to let them use a level they always say they don’t need it. Has anyone ever had a washer delivered and the delivery people actually used a level to set it up?
 
Wish we had theat kind of service here

Why the big difference between here and Austin? Ft Worth should have just as many service people or more so what is their problem?
 
use a level

Jeff's Appliances (one of the few "family" stores left in this area-Charleston, WV) most definitely uses a level. That is just one of their great attributes that keeps me going back. I have been a loyal customer since 1980 (when I bought my first appliance)
 
Wow Peter

Sorry to hear you are having so much trouble. This is why I didn't jump on the band wagon, I saw no viable repair service network in place.
And this is exactly why Grays Appliance dropped their account with LG, they were carrying the early small combo units by them and the contacts they had for LG to even educate Grays own service techs were horrible.
Now if the dealer can't raise anybody good luck to the consumer!!
Aren't you on the umptyninth floor of a building too?? Stranded in the air with no laundry, not my idea of heaven.

I hope they get it resolved quickly for you but it doesn't sound like that will be a possibilty.
Bendix now there is a solid front loader!! 50 years and still running!!
We should get John Lefever on this to find you a good used Gibson!! I love my Gibson!

my laundry heart goes out to you

Jon & Al
 
I'm sorry for all of your trouble.

Sometimes I wonder, is this a New York thing? People in other areas of the country seem to be so much more satisfied with service in general than we are....
 
LG Leak water And More service problems

The 2 L G we have leak water from day 1 we have tried to stop it but to no avil. When service tec was here he said "get use to it" It is no real problem here , but I can see and would sure be upset if had I these at home and they leaked approx 2 cups of water every load ! Maint. has tightned doors, and even added extra sealer but they just don"t stop leaking.. Now we have one that will not Pre wash I have called for service and was told this morning that the SOONEST service date would be November 10, This is just about it, Salvation Army is fixing to get 2 L G Washers ..........
 
LG Leak water And More service problems

Hi Lee Im so sorry to hear about your LG issues also. To me it is unacceptable for them to tell you thay cannot fix the leak. I could not have that I live upstairs in a coop and machine sits on a wood floor. I believe your servicer is unqualified if they cannot fix the problem. It is all so horrible. I am supposed to have the repair service come out tomorrow finally I hope the parts LG sent them will fix the leaking issues. I did not hear anything back from the consumer affairs as of yet and next week I will be away. I do want to take some type of action against LG. I just dont know what to do next and I have to see if the problem will be resolved after the repair.
Peter
 
Power to the People.

Pete,

I know that you have had a lot of problems with LG and my sympathy is with you, buddy.

I don't think I will be in a rush to buy another LG appliance quickly. I know I took a gamble when I bought my LG washer and I have to say that for the most part, I've been happy with it but it is clear that no one around here really understands these machines very well. My repair people have been much nicer and more solicitous than yours seem to have been but they know very little about the engineering of the unit. What really pisses me off is how reticent LG is with its tech people. They know a lot more than they seem to want to transmit to either their consumers or their representatives. I'm impressed with the design and overall quality of their products but NOT with their support. Perhaps you should send copies of these threads to the company. I would be happy to sign a petition demanding that they make good on your purchase and that they make a greater committment to support their customers.
 
Power to the People.

Hi Ken,
Thanks for your update. I feel the same the quality of LG appliances is very good but the service is beyond being poor. Actually the repair service is supposed to finally come out tomorrow to fix the problem. I hope this does the trick and fixes the problem. It has been 3 1/2 weeks so far with no machine. Would you also believe after the repair I have to pay the service person and than fax the information to the GE extented warrenty service provider for a refund. I am going away for a week this weekend so I will not be able to really test the machine until I come back. So we will see what happens. I still didn't hear back from the consumer affairs that I sent the top attached letter. Everything is currently up in the air.
Peter
 
Two Words

Hi L,
If I have to get rid of the LG no more combos. I will live without a dryer and I will probably buy a Frigmore. Probably the most reliable of all FL washers. But Im still awaiting the repair.
Peter
 

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