LG Nighmare continues

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Consumer News

In Seattle, on channel 7, Herb Weisbaum is the consumer affairs reporter. He does in depth interveiews and research with unresolved customer complaints. First the consumers is interviewed, then the business or manufacturer and finally the conclusion or outcome, along with contact numbers and pertinent advice. Perhaps there is a newspaper, radio or TV station in your area, that can help bring pressure to the situation.
Somewhere in the bowels of LG phone hell, you will find a person, the one, who will care and connect. Don't be afraid to call thirty times in succession, until you sense a connect, and then work it, with compassion, kindness, despair and a call for help. It works everytime, if you are able to control sarcasm and frustration. My two worst traits.
Good Luck,
Kelly
 
LG

Well service finally came out and brought the new door LG sent to them. The guy said he worked on a few I was not to confident that he really knew the products. He replaced the door both him and his helper tightened the door. He asked me to test it to add soap with no clothes. I put in some All HE even though I mostly use Tide HE. The machine had some real suds in it and no leak. After the first rinse I explained the delecate cycle uses more water. He said to pause and switch. We let it fill with more on delicate and even though the drum moved slowly it did splash a lot with no water leak. He told me if I had a further problem to call him. He explained LG is a very good product but the service is bad and his manager is planning on stopping the service because LG is cheap and difficult to deal with. After he left I did a load of laundry a normal wash with no leaking problem. I am going away on vacation. When I come back I will of course test the machine further. I also would like to start a campaign against LG. I feel if we can get as many people as possible to send them letters and make contact with them MAYBE they will listen and start to change things. My unit was down from Sept 24th until today Oct 19th almost a whole month and thats very unacceptable. Everyone please give your input and ideas as to what we should do as a team. The letter I sent to consumer affairs has not been responded to. I think if we all make LG look bad because of the service we MAY get somewhere.
Peter
 
Peter, I"m glad the guy was able to repair it and was very honest with you. Hmm, gee, h0ow many times have I heard similar comments (read them) about people dropping servicing of LG products because of the difficulties dealing with the corporation. It is an utterly disgraceful shame because their products are vey innovative and stylish and have a great feature/price mix. They bettter get their act together before they bury themselves with hoards of malcontent customers--maybe that will get their attention when more start using the consumer advocates in their area.
 
LG service

This is not the first time I've seen postings re: poor service/parts availability for the LG machines. If someone will post a link to their service dept., I'l be happy to get in touch with them: since I service appliances, I'll be happy to tell them that I don't recommend their machines precisely because of their parts and svce. issues. The more they hear that, the more likely that they'll either drastically improve their operation, or discontinue the machines. I heard/read enough stories about this issue to decide me on purchasing Duet HT machines, and I've been very pleased with them since getting them in May. Parts and service are, of course, no problem for Whirlpool (or Sears, which sells their parts).
 
LG

I used my machine for the second time since it has been fixed. So far so good not leaking. I hope it stays that way. I was away in Florida on vacation so that why I didn't get to do much testing. I still want to persue going after LG for such poor service. Does anyone have any ideas as what would be the best thing to do to make LG look bad so maybe they will try to improve their service? I appreciate any ideas. I already sent information to the consumer affairs almost 3 weeks ago and have not heard anything back and I don't have a number to contact them.
Any ideas will be appreciated
Thanks
Peter
 
Similar to GEHarmony

Back in August, I traded out my DuetHT set for the GEHarmony set with a heater. Well, out of the gate, there was a problem with the touch screen on the washer. It worked without a hitch, but was not being backlit so you had to lean in close to be able to set it. I called GE and scheduled a service call. The technician came out within four days. Took one look at it and said he needed to order a part. Told me the part would be shipped to me directly and I should have it in about a week. The technician would contact me to verify the part had arrived the day before our scheduled appointment. Well, no part arrived. Instead, I got a phone call from the technician. He said the touch screen was on backorder and I should have it with 4 to 6 weeks. Since the machine was working, initially I didn't mind. But, after living with it more and more I became fearful that if it was not usable, I would be without a washer for up to two months. This was unacceptable. So, I returned to the store where purchased and they happily agreed to swap them out with the Bosch Premium Platinum set. I guess it makes sense that I have a problem with parts as this machine is linked to LG, somehow.

All said and done, I like the Bosch set, but miss the versatility of the Harmony. I almost wish I had it back. Especially since I have an LCD panel for the new one. It arrived just before the 6 week window closed.

MRB
 
Similar to GEHarmony

Hi MRB
I dont have the option to return the unit. It is almost 2 1/2 years old. But it almost new because I am the only one using it and do about 6 to 8 loads a month in it. Even though it is a combo I dont dry everything I like to do some line drying. But being I wanted a combo I went with this one being the unit is big. It's a great appliance but the service is beyond poor. If I do part with it I will probably buy a Frigmore and do without a dryer. It is sad USA doesnt make a combo anymore.
Peter
 
Popular Mechanics

I read a blurb in last months Popular Mechanics that washers and dryers would begin to combine into a single units by 2010. Not sure where they got that from, but I'm interested.

MRB
 
Update to LG!

I sent this letter to LG tonight from their website it includes what I posted earlier. Lets see if I get any results probably not)

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 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.

UPDATE finally on October 19th Eastside service came to my residence and repaired my Washer / dryer combo by replacing the door. To add to all the dilemma the service guy from Eastside told me his manager informed him after my call they will no longer be servicing LG products because of one hassle after another with LG. He was not very explicit as to why but stated he will see me through and I am covered for 90 days by them. (What good does that do me after the fact). So far so good the unit is working not leaking but I do not do laundry often as I live alone and usually do about 6 to 8 loads of laundry per month. I really should not have any problems with this machine. The biggest factor here is I should not have to go through such a hassle to have a washing machine fixed. I should be able to make one call and get a knowledgeable service person to come to my home in a reasonable timeframe (not almost a month) and without going through such a hassle making so many calls and being told there is such a lack of service. Also I do appreciate the supervisor (Andretta) making the effort and ordering a new door for my unit, but this should have been shipped overnight. I had to wait 2 weeks after the order was placed, and in the meantime no service person had even looked at the unit until Eastside came out to do service on October 19th.
Please be aware I resent the fact I have to spend time pursuing these issues, all I am requesting is to have good reliable service when needed. From reading different forums on the internet the biggest complaint about LG is the service. As a consumer I am requesting to get the same service that Whirlpool, Maytag , Frigidire or GE would give.
For instance a few years back I used to own a Equator combo washer / dryer. I did have a problem with the unit and called a service center in 3 days a serviceman came to my home and he had to get a part and came back with the part in 2 more days. My unit was fixed in 5 days total. And Equator is even less popular than LG. When I saw the LG combo unit I was told it is even a more reliable larger unit and more sophisticated than the Equator. So I put down good money on something I cannot even get service for. What I am looking for in terms of compensation is for LG to step up to the plate and get reputable service in my area. I also want LG to know I already notified the consumer affairs about these issues and I plan on escalating this even further. Why should a consumer buy products that a company doesn’t backup with reliable service. Even if you have great products it’s not worth anything without good service. So someone tell me why I should recommend LG?
Thank you
Peter Sternlieb
 
LG Reply!

This was the reply that LG sent me back a short time ago:

Dear Peter, Thank you for taking the time to send us this email. I certainly apologize to you for the frustration this has created for you. I can assure that LG is doing everything e can do to obtain service providers in all parts of the country. Regretfully, there are certain geographical areas where service providers as less then plentiful as is in you area. LG works continually signing up servicers and training the repairman. We have a division of the company called Field support who focuses on this every day but it is going to take time. Certainly Maytag and GE has been around for years and has had a service relationship developed with their service providers which is an LG Goal. We do appreciate your patience and you feedback. Your official complaint was saved into our system and sent to our field support division and I will also forward you email as another complaint. Again please accept our apology. Rick E-mail Administrator Customer Interactive Center LGEAI
 
"Regretfully, there are certain geographical areas where service providers as less then plentiful as is in you area...."

EXCUSE ME??

This is New York, not MARS???

What da &%*# are dey tawkin about?

Fuhgeddaboudit!

lol

(In all seriousness, these people are trippin'...)
 
They work to sign them up all the time

Beacuse they QUIT all the time!. I am told they pay them by what they think a "problem should thak time to repair" Ie if a drain pump should take 45 mins that is all they pay for . they are doing like a HMO>>>STUPID BA#$%^ds My repair man has told me so much s&@#t on them you would not beleive the things they pull on the poor service guys.
 
Pete - I've got a rock in my heart for what you've been through with this washer, I hope they can get it resolved soon.

You're right on track Sudsman - the service companies that are even willing to sign on with a manufacturer probably don't last long because unless you are a dealer with sales to back up the service income, you can make a better living with less hassle than doing warranty work for LG or the like. Not all mfgrs. are this way, but I've heard this story over and over from service guys - GE seems to be one of the worst. I realize they need to keep a thumb on the costs, but it's the customer that ends up suffering for it - just like this situation.
 
Big Guy vs Little Guy

Hi All,

Sorry to hear about all the problems with the LG's. I have had mine for 2 years now and have had no prob with the washer. The dryer had a rattle so I called Best Buy and a tech was out the next day. He said it was something to do with a flat spot on a roller wheel or something..I didn't believe him..I felt it was the cheap housing over the heating unit that was rattling...so he ordered them and I received them in a about two days. Called BB back up to say the parts had arrived and they were out there in two days. He fixed the wheels and all seemed fine. Then about two wks later, the noise was back so I called service again and they were back out the next day. Long story short, it WAS the housing that was making the noise. He jammed something underneath it and it hasn't made the noise since.
Since then however, I bought an ASKO set. Now there is a product you DON'T want to buy! I bought them from a local appliance dealer in town...no more. I will only buy from the big guys (Best Buy) who have their own service techs. I will NEVER buy another ASKO for as long as I live. That's how awful the service was to try and get it fixed.
But I do hear what LG is saying about trying to establish relationships here and build up service tech's...they are new to the US and that seems fair... GE, Kenmore et al have been here forever and have had time to get all the bugs worked out. I have learned my lesson...I will NEVER buy an appliance from a company that is not established here in the us. (But I really want a Miele next!! lol)

Best of luck to everyone! -James
 
LG

Hi James,
I agree I bought my LG combo from a mom and pop store. That is probably why I cannot get the service. But I still feel LG should be responsible. I had sent a letter via website to consumer affairs about a month ago (heard nothing back). I do want to esclate these issues I just don't know where to go next to make a lot of noise to make LG look bad. All I want is to be able to call a reliable knowledgeable service center and get service without a hassel.
Thanks for your input
Peter
 
First of all, it it only me that gets very ticked off when some customer service person uses my Christian name? Whatever happened to "Mr,Mrs, or Miss"?

As for LG's service in the NYC area, was shocked as you Pete that they didn't have decent, never mind good service in place before launching their appliances. Even Malber has their own local NYC serviceman, and he is very good.

Small and or "Mom and Pop" stores are not all bad when buying an appliance, as many in some areas have their own trained serviceman/people. This is the case for LG washers/dryers purchased from the aforementioned store in Yonkers, NY. They will service LG units, but only the one's they've sold and only within a certian area.
 
LG

I still don't know what to do about the problem. I don't even feel comfortable about even using my washing machine even though it is hopefully fixed. I want to make a issue about this but don't know where to turn. I had sent a letter to the consumer affairs last month but heard nothing back. Should I send them more email (I don't have a phone number for them). Is their anyplace else to turn. I definatly want to make noise and give LG bad publicity. Any recommendations would be appreciated.
Thanks
Peter
 
Well, if you post a review on epinions, you can use the post as supporting documentation for any future moves you might plan to make, as well as any replies the post will get, which might help to reinforce that it's not just an isolated situation.

Keep a file (the best kind is the letter-sized folders that open down the middle, that you attach documentation to at the top via two-hole punch or whatever). Keep prints of everything, including your emails, and top one side with printed sales slips, receipts, photos, even a piece of plastic from shipped parts, etc. to indicate this has been an ongoing aggravation. You reinforce your position when you open up an organized set of backup and show you're prepared to go the distance (even if you're really not).

It's also less oppressive to deal with when you keep everything in one place and can "turn off" the whole headache when you need to by slamming the folder shut!

Your best advocate is you. Bear in mind that it may take months for you to get responses to your inquiries.

Good luck...please try not to let it all get you down!
 

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