LG Nighmare continues

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LG

I just sent LG more feedback of the most recent problems - I suppose I still will get nowhere but at least I will try.
I put in all of the above again plus this additional information:

November 22, 2006
Washing Machine started to leak again from door just like before. This has happened after doing a total of 8 loads of laundry since the problem was supposed to have been fixed.
I first contacted Eastside Service 914-699-5200 and administrator stated she would have service man contact me.
I next contacted LG customer service 800-243-0000 and spoke to a James who put me on hold for 10 minutes. Than came back on line and stated that LG cannot do anything for me because I am no longer under their warranty. I asked to speak to a supervisor and he explained it would not help.
I next called the GE extended warranty service 800-626-2001 and she explained to wait until the service person from Eastside calls me back.

November 24th, 2006 Feedback to LG customer service via website.
I am reaching out for help - I want LG representatives to do this work. Leiberts Royal Green appliance in White Plains NY is absolutly no help they do not call me back. This is probably because they don't have anyone to send me that qualified for repair service. I have to await Eastside Appliance service to call me back but I am not confident they can fix the problem. As I stated above I should not have to do all this coordination and setup and get no where with the same problem reoccuring. Am I to wait another month to get this resolved and again get a temporary fix? I am not asking the impossible and I am requesting LG step up to the plate and get involved in this unfortunate situation. This is beyond the most uncomfortable stressful circumstances. Not to mention how much of a time consuming waste of time this is to myself. Also I have to pay additional funds for gas and the use of public laundries. LG may have the most inovative products but as far as I am concerned this is all false advertising with this (Life's Good) Nonsense. Life is far from being good with LG. I have done investigative research any your service is pitiful. Again please let me Emphasize it's not my place to do all this leg work. If something isn't done real soon to help my situation much higher authorities will be made aware and take my word for it LG will get real bad publicity. I am hoping that I will get positive feedback from people in your Organization willing to help me through this. I am tired of hearing someone say they are doing everything they can. I want to hear that something Will Be done. After all if you cannot provide the service you should not have sales done in my area. I will appreciate positive prompt replies.
Thank you,
Peter Sternlieb
 
Peter

Always send them CERTIFIED or REGISTERED this means business!It will get their attention ~!
 
LG

The saga continues. I finally just spoke to the repair person who put in the new door from Eastside service. I explained that the problem reoccured only after doing 8 loads of laundry - he explained that he felt it wasn't a problem with the door that it was probably the boot. He was not going to order it but said he wants to check it out first. He cannot come out until next Tuesday 12/05/06. Appointment made not to say if parts will be ordered how long this is going to go on - I also spoke to GE service center informing them about the issue. They said they will authorize another service call. They also said LG is very difficult to deal with. No light at the end of the tunnel.
Peter
 
LG last response!

I just checked my email and LG responded.
I am not to positive about this I will probably be feed some more BS but let me see what happens
Here goes:

Dear Peter, I apologize that my response was not good enough. I have consulted with a supervisor in our call center who is going to give you a call to move forward to resolution. Rick E-mail Administrator Customer Interactive Center LGEAI
 
A big positive turned negative!

Today at 3:00PM I had a voice message on my phone from a A&E repair (Patricia) stating someone would come out later today or tomorrow to fix the machine. I phoned them back and was told LG contacted them. She said LG said I would pay for labor and they would pay for parts! I said WHAT and explained I am under contract with GE warrenty service. She said she would call me back. Next I got a call from LG (Lauren) a supervisor. She was pleasant and said she realized the problems. I had told her I had a appoitment with Eastside service for 12/5/06. First she said A&E would come faster and stated they knew what they are doing. Than when she realized I was past the first year of warrenty she stated than we have to go with Eastside. Perfect example of the left foot not knowing what the right foot is doing. I told her I was so unhappy with the service and lack of knowledge of service people and I am tired of making all of these calls. She stated she would do the leg work and call A&E to cancel the call and contact Eastside service and have a qualified tech from LG contact Eastside service so they would be ready to do the service on 12/05/06 and know what they are doing. (we will see)She gave me her email and said to contact her if any problem. I explained I still feel I should get a better warrenty from LG but she explained she cannot do anything about that. So now it's back to square one. I cannot help it but I feel negative and I do not have any other choice for now.
Peter
 
Poor thing!
Here's two little things to share:

1 shelf in our new Kenmore Fridge Broke within a month.. I discovered that sears actually uses cheaper shelves in its more expenisve fridges, than its lower end units (how bout that, the slide out spill proof shelvs are like $45 a pice and the non slide out sleves are like $56 a piece)
The dude came out from sears repair and took one look and orderd us 4 new shelves, sent straight to me.. However they where all deli drawer shelves.. And one was the wrong size (same part number as the others, wrong size).. So now we have 2 deli drawers and 1 deli shelf with no drawer and 1
slideout wiggle shelf. Sears called me 4 times regarding this and sent me two letters and two $25 off coupons... I guess it's cause i have a sears premier card that i use alot to buy stuff for the 48 unit apt. complex i manage. They just re-orderd the 4th shelf and 1 new drawer.. So i will have 3 deli drawers (which i find more useful than a shelf)

However, Whirlpool has been a bear...
I bought a cleaernce Wpool Microhood (as seen in the pics posted on my Yahoo pictures account)on Ebay from a Wpool dealer in atlanta for $100, in January of 2006 (i thought my house would be done by July.. What a Joke).. I registered it in May 2006.. However, Whirlpool refuses to honor the warranty stating that this unit was manufactured in 2001 (which it was) and that the warranty goes from the date of manufacture (what?!)... I thought that the warranty whent from the date of purchase... Now my stupid microwave runs when ever it feels the need (very slowly), the vent fan turns on by it's self, the lights don't work and it beladtly tells you to "Close the Door" when it's closed, unless you slam it very hard.... After 7 calls and 3 emails, whirlpool still refuses to fix my microwave, which was New in the Box, bought from a Whirlpool Dealer (who also refuses to help me and is going out of busniess).. I am afraid it may catch fire or something when i am not home because it likes to run with out it being told to do so.. So i am keeping it unplugged until i can figure out what to do.. How come whirlpool can't be as nice as Sears? They know i bought it new.... Grr
Below is a picture of it behaving it's self.. CM

11-28-2006-23-12-49--Exploder321.jpg
 
More Information!

On Friday I received a call back from consumer protection in White Plains NY. I explained the situation and was told that LG or the store where I purchased the unit is really out of the picture and my issues will have to be taken up with the warrenty company (GE). He told me after a certain amount of fixes with repeat problems they would be responsible to replace the machine. I explained I expected service to come out 12/5/06. He sent me a form to fill out and I will do so after I get the service done to see what would happen next. I still cannot help but think this is going to go on forever.
Peter
 
Just keeps getting more intense!

Well this morning Tech from Eastside service who repaired unit last time called and said he spoke to a LG tech and was determined that the door seal boot would need to be replaced. He said to call LG to have the part ordered. I definatly do not want to pay for it. I will attach email I just sent out to the LG supervisor: (This just never ends)

Please Help Re case # c06112832363
Hi Lauren,
As per our conversation on 11/29/06 a service tech from LG was to contact my service person Dave from Eastside Appliance service about issues with my washer / dryer combo. They did have a conversation and your tech indicated that the door seal boot would need to be replaced. My service person Dave called me back and explained that the part would need to be ordered from LG but I would have to work out the details of having the part ordered and he also indicated that it would be in the case records of what exactly would be needed. I just wanted to make sure that I will not have to pay any costs. I just was able to obtain information from GE factory service that they would authorize up to $350.00 for this call. Dave from Eastside stated this is a big job and would probably take at least 3 hours to do this repair and for labor alone it would cost at least $250.00.
Please let me know what has to be done next as I am in the same delema making calls all over the place. I tried to call you earlier this morning but they said at LG voice mail was not working. As for the GE extended warranty service the number is 800-437-3783 which is consumer relations my case is # 7077862.
For the record the model number of the unit WM3677HW SN # 405KW0087
I can be reached at 914-961-1547.
Thank you for your assistance.
Peter Sternlieb
 
Well More Changes!

Lauren Mellies (LG supervisor) called me back a short time later and explained she had spoke to Dave from Eastside and basically he doesn’t want to fix the unit. She explained she assigned it back to A&E appliances and they will fix it. She said the part was ordered (a new boot) and it will not take 3 hours to install and the boot is only about $30.00. I than called GE warranty service and said it is no problem working with A&E. They increased the total amount to $350.00 for the service call. They also gave me a call number 022878494 for having A&E submit payment directly to them. I than called A&E spoke to Pat she said as soon as the part comes in she will contact me. I set up a tentative appointment for Monday 12/11/06. She indicated she would have to check on the call number and get back to me. Well all I can do now is wait and see what happens. Also Lauren from LG said there should be no problem using A&E service if I need additional calls in the future.
 
A&E is an arm of Sears if i recall correctly...

Although there the idiots who told one of my tennets that she shouldnt use liquid fabric softner in a GE washer and told me that the reason the coupler whent bad in our roper that was 3 months old was because I used it too much..

But they do know how to fix things...
 
Peteski: I can totally relate

I went through this exact same situation with my Trane AC units and a so-called home warranty company. These guys usually won't tell if they're not *factory authorized* to service your machine. Truth is, they buy into a referral service to get the repair business. If they drag their feet on a repair or chose not to make the repair, it's usually because they know they'll be required to purchase the parts before LG reimburses them- and they only get reimbursed if LG has them on their list of approved service companies. The whole extended warranty thing is such a racket. I'm putting my LG through the rigors to see what breaks before the warranty goes. I hope it all works out for you.
 
It's so unbelieveable how it never ends!

Yesturday Friday I spoke to a Cory at A&E service. He now explained that the part didn't come in. He indicated he is trying to get in touch with LG to see what the problem is? And when I spoke to the supervisor Lauren Mellies earlier this week she told me it should only take 2 days for a part to be delivered. (some 2 days) Cory also stated that as far as getting paid I may need to pay them directly and get reimbursed from the GE service contract even though GE authorized A&E to submit payment to them directly. I just don't understand and I totatly give up. When I explained to Cory the situation of how Disgusted I was he stated that I should have used them for service in the first place and the problem would have been fixed correctly the first time. I told him I wanted to but it was between his management and LG that stated that they don't do repairs after the first year warranty runs out. Again caught in the middle of a Big barage of BS. I am at work now and am sure the part will not arrive for Monday service. Again another appoitment put off. If LG really cared they would have shipped the parts over night. I just don't know where to turn anymore. I wish I could have the machine removed and get my money back but I know that isn't possible. Never would I have ever thought a appliance could cause so much grief. It also involves me spending valuable time making calls and going through all kind of hassels to get no place. I appreciate everyone listening and being supportive. And I would not only think twice but several times before anyone purchases from LG.
Peter
 
The BS keeps piling up!

Well A&E left me a voice mail earlier today confirming the parts have not arrived. I am going to attach email I just sent to the LG supervisor again going no where.

Please Help Re case # c06112832363
Hi Lauren,
Please Help A&E left me voice mail this morning Saturday 12/9/06 that the parts have not arrived to do my repair for Monday 12/11/06 service call. Cory is the person that left me the message - can you please check into this as again I am Severely inconvenienced and now it is almost 3 weeks that I am without my unit in just this instance. Again I will need to reschedule and have to change my own personal appoitments around that I have already done numerous times to be home to get service on this unit. And to always go back to the same circumsatnces after the fact.
Again the model number of the unit WM3677HW SN # 405KW0087
I can be reached at 914-961-1547.
Thank you I appreciate your assistance.
Peter Sternlieb
 
Peter

I thought I had hell with them.. This is to the point of absurd.Can you take it back to where you bought it and demand a refund or another machine?
 
Maybe this will help?

Peter

I have been following this nightmare from the beginning! What an emotional roller coaster ride!

First of all, I think that we would all agree the problem in poor engineering on LG's part and you are just one of many frustrated and irrate LG owners.

However, at this point, unless a class action suit is filed ( as with the Neptune), LG is out of the picture as far as any warranty.

At this juncture,your problem is with GE Zurich! And, again, unfortunately, you are not alone. Follow the attached link to the "Rip Off Report" and it will give you some idea of the scam you are dealing with.

I have a suggestion but, first a little history.

On September 18, 2000, GE Warranty Management ( a wholly owned subsidiary of General Electric) and Zurich U.S. formed a joint venture company "to provide service contracts, warranties an extended warranties for major appliances, consumer electronic, personal computers " etc. This new company was named "Ge-Zurich Warranty Management, Inc.

GE contributed it's long term knowledge of Warranty program administration and servicing of Warranty Policies and Zurich US is the policy underwriter and has extensive product devlopment resources!

Zurich US is an insurance company providing insurance based financial service products to corporations and businesses both large and small. It is owned by a holding company - Zurich Financial Services in Zurich, Switzerland which owns insurance companines in 50 countries!

Like any insurance company, Zurich US is in the business of selling policies. More than just this, they have 21 business units providing insurnace based products to differnt corporate segments. And guess what...all of these policies generate the need a customer service unit and a claims unit.

So GE offered its name and Zurich US wrote the policies, provided the customer service and claims!!

As an aside, I work in the Corporate Accounting Division of the Sammons Financial Group. Our Department is Investment Accounting. Guess what...the Sammons Financial Group is made up of 6 life insurance companies with combined assets of over $33 billion dollars. We actually are housed on the 3 floor on Midland National Life, here in Sioux Falls. The other 5 companies are in Iowa, N.Dakota, Chicago and New York. Sammons Financial Group is owned by The Sammons Corp ... a large holding company in Dallas.

Now, here is the deal. All insurance companies in every state are licensed, regulated and annually examined by a State Insurance Department.And just like State and Federal Bank examiners, if an insurance company is found unsafe or unsound or some other problems, these State Insurance Regulators can make life rough for the Executive Board all the way up to shutting you down !

Ge Zurich is licensed in all 50 states where it sells these policies. However, it's "state of domicile" is Illinois because that is where it's executive home office is! The call centers are in Dallas and Illinois.

All State Insurance Departments have cosumer affairs divisions! You have a vaild complaint about an insurance company - GE Zurich! They are in breach of contract under the terms and conditions of your warranty policy as they have failed to honor your claim!

You can bet that no President/CEO on any insurance company wants to respond to a State inqury.

Additionally, I would copy the Illinois Corportion Commission, New York Insurance Department ( you live there) and bought the warranty/ policy there. Also, consider filing a separate consumer complaint against whoever sold you the the warranty contract. If it LG, fine. If is was Leibert, OK.

You have a valid in force Extended Warranty Insurance Policy and are the Insured; you have a claim under this policy for parts and repairs; GE Zurich is the Insuror; Ge Zurich has willfully failed to honor this claim!

The complaints will need to be in writting. Some States have forms at their internet site. You download it, fill it out and send it in. Don't forget to send a copy of the warranty policy and proof of payment.

Hope this helps in some small way. You will be in my prayers.

Sincerely,

Bob Donham, Sioux Falls, SD

 
The Supervisor responed!

The supervisor just sent me a email. A lot of good this does me at this time:
Mr. Sternlieb,
I checked on the status of the part which shipped from our warehouse on 12/7. The part was shipped DHL second-day air. According to the DHL tracking # 10974131991, the scheduled delivery date is 12/11. I apologize for the inconvenience this causes you. I hope A & E can resolve this as quickly as possible after receiving the part. Thank you for your patience.
Fast Action! Best Service!
=====================
Lauren Mellies
Supervisor
Customer Interactive Center
LG Electronics

Well I at least I got a laugh when I read this part
Fast Action! Best Service!
=====================
 
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
 

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