A warning about LG Appliances in regards to warranty service

[lman]

Because retailers and inherently cheap when it comes to wages. Not an issue around here, Grocery stores are all unionized and pay competitive wages and have no shortage of help. We even have baggers here and they will push the cart to your buggy and help load in the groceries if you are old or handicapped.

We have too much manufacturing industry around here and as I said earlier that leaves little for the lower paying jobs.

 

[5030]

Time to relocate then...........

 

[fishdrivel]

I'm sure they all have their issues with both reliability and service but my experience trying to get LG to cover a compressor failure that is still under warranty has been pretty unbelievable. I've been posting about it on my facebook page and has finally reached a point where I thought I would share a warning with others here. They had a class action lawsuit a few years back about the same lack of service and compressor issues. If you look at their facebook page and scroll through some of the comments you will see quite a few others with the same lack of service I am getting. The other frustration is that every phone call or chat request takes anywhere from 45 minutes to 1.5 hours. In the end I will get this resolved but wanted to post a warning to others on here as this seems to be a common business practice with LG.
Jeremy


Day 1 - called LG. Fridge is out of warranty other than compressor. Explained it has lost all cooling and is likely the compressor which is covered for 5 years. No luck - since I purchased an extended warranty through Nebraska Furniture Mart I have to call them first, otherwise if they come out and it's not the compressor I will be charged for the service call.
I call Assurant extended warranty on Friday the 14th. They are great. Send a tech from A&E factory repair on Monday the 17th.

Day 4 - Monday Jan 17th. A&E shows up, diagnosed a bad compressor. Because the compressor is still covered under LG factory warranty Assurant will not cover it. I have to call LG back to schedule with them. A&E tells me they are LG certified and have a compressor on the truck but can't do the repair until they get a ticket from LG. (I understand that, no complaints) Call LG and they agree to schedule a service call with A&E but can't authorize the tech on site. It will take 3 business days for the request to show in A&E system. I watch the tech who is going to do the repair leave along with the compressor we need.

Day 8 - Call LG for an Update. They provide me with a service ticket number and phone number to call A&E to setup the appointment. Because it is Friday and after 5 have to wait until Monday.

Day 10 - Call A&E on Monday. They have no record of a service request from LG. Call LG and am told A&E rejected the service request. They will send out a new service request for a different repair company.

Day 11 - Call LG. Am told A&E actually did accept the service request. They are scheduled to fix our fridge today between 9 and 5pm. 5pm rolls and round with no one here. Call A&E, they do not have us scheduled, never rejected a service request because they never received one.

Day 12 - Call LG. Explain to them that A&E does not have the service ticket. I request that they delete the request and submit a new service ticket otherwise we will never get a service confirmed. I am told they will contact A&E directly on my behalf and resolve the issue. Will call back the next day.

Day 13 - LG did call me back. Explained to me that the service ticket in their system for A&E actually shows complete and resolved so they cannot issue a new service ticket. They apologize for the problems we are having and explain that our issue will now be sent to their expedited department so they can fix the issue in their system and then send a new request for service out to a repair company. This will take 1 to 2 business days.

Day 14 - Called LG once again and tried to get them to authorize a reimbursement if I send them a repair estimate myself from A&E and had the fridge repaired myself. I was told no. They issued a new service request for Service Power Inc located in................Louisville KY. I am located north of Kansas City, MO 9 hours away.
After confirming they do not have a local center and asking what the next step was when they refused to drive 9 hours and book a hotel to service our fridge. We apparently have to wait 7 days for them to respond. After that our request will be sent to to the claims department for approval of a replacement fridge or refund of our original purchase price.

Day 15
My service request that was sent to a Louisville KY repair company has not been accepted. Big surprise. This request has 5 more business days before it can be escalated to the next step.
In the mean time I seem to have caught enough attention on the social media side to get things moving in another department. John with LG on facebook seemed to understand as I did that the service provider in Kentucky is not going to accept the repair request. He has submitted a request for an "alternative resolution" which typically involves either a new replacement unit or a refund of the purchase price. I also received a text message after talking to John offering to mail a check for $150 as part of our inconvenience. The "alternative resolution" case will be reviewed within 5 business days for approval or denial. Hopefully a positive update by end of next week. It still baffles me that it looks like they are going to refund the fridge or provide a new one as opposed to accepting a repair estimate from me through the same authorized LG service provider they claim to use for our area. A&E would have fixed it within a day of me calling them for around $1,100.

Day 18
You really couldn't make this stuff up. I received a phone call from LG service department this morning. They wanted to inform me that they have received my request for service and would like my serial number from the refrigerator to verify warranty and will need me to upload my purchase receipt for proof of ownership. Upon telling them this was already done almost 3 weeks ago the rep informed me they have no record of it or past request for service but will be glad to expedite my issue. lmao. Thanks LG rep.
In going to my email I see they have now issued not 1 but 4 different service requests back to the original service provider requested A&E Factory service. Last week they couldn't issue a new request when asked because of an existing request, this week they are able to issue 4 at once. Maybe A&E will get one of the 4 this time.
I still have the service request for a refund or replacement going as well. Looks like our 5 days for LG to respond on service has now been reset to today.

I am trying to buy appliances and especially an electric range.

Reading reviews, there were an awful lot of angry LG customers. They have a stove I really like but it is crap.

I talked to several stores and asked how do I find a good appliance when they are all junk? Can you tell me one that gets few warranty complaints?
There answer was always that they don't warranty, the manufacturer does.

I'm still looking and afraid to buy!

 

[fishdrivel]

Me, I do Whirlpool. I know where they are made at (Clyde, Ohio is one plant with a few others scattered around Ohio and Indiana).

Not some ricer place and imported in a container.

Whirlpool Agrees to Pay Up to $21.33 Million to Settle Leaky Dishwasher Class Actions

Whirlpool and a proposed class of consumers have reached a settlement valued at between $15.71 million to $21.33 million to end four lawsuits that alleged dishwashers made by the company came with a defective pump motor diverter shaft seal.

www.classaction.org

This is just one of many! There is also one on their "easy clean " ovens. They don't work and they make these same ovens for other mannufacturers. All of them are now on sale at the big box stores!

 

[5030]

Candidly, I don't care. one way or another. Whirlpool employs American workers in domestic plants building domestic products. All I care about and I have friends that work at the Clyde plant.

No Chineseium junk in this house.

 

[Oaktree]

Well, guess it depends on your standards. I bought a 1996 Chevy 2500, 86K last week for 1500.
My local appliance guy closed his business July 2020.
I refuse to use ”self checkout”. Why would I encourage corporate America to put more people out of work? Why would I think its a good idea to pick through their shelves, load my own, pay by myself and be happy about it?

I'm perfectly capable of scanning a barcode all by myself. I don't need someone to do it for me. Do you pump your own gas? If so, then please tell me what's the difference. As far as "putting people out of work", have you checked help wanted signs lately? There is no shortage of jobs.

Good luck with your $1500 truck. I can't imagine finding anything even remotely roadworthy for 3x that price.

 

[Oaktree]

No Chineseium junk in this house.

Do you have a cellphone? Tv? Any power tools made this century? Anything at all that came from HF? Guess what country they were made in.

Yes, there is junk made in China, there is also good quality stuff made there. All depends on what the buyer spec'ed.

 

[coobie]

Candidly, I don't care. one way or another. Whirlpool employs American workers in domestic plants building domestic products. All I care about and I have friends that work at the Clyde plant.

No Chineseium junk in this house.

Except your TV,washer,dryer,computer,phone microwave and half the parts on your cars and trucks.

 

[Dftodd]

Other industry? Everyone is saying there is a worker shortage. How many millions are on the unemployment lists? At what point do they not count because they no longer qualify for benefits?
All I have talked with are commenting that they get interviews but no offers.I am thinking that the issue may be with HR practices. When things are good, quotas are high. When things arent so good, expectations are lowered. I think they still are on the high and haven’t yet switched gears.
Our company has more applicants than jobs available. Way over qualified people are applying for laborer/helper positions. We hired one last week, at his interview he told me he had a job lined up (rental store yard guy) but they rejected him on a background check. He has a pending traffic case thats been postponed 4 times by the prosecutor.

Help wanted signs all over town here. Just about every buisiness has a banner on there fence or a sign in the yard trying to get people to apply.

Quite a few restaraunts are running really reduced capacity or reduced hours do to staffing issues. Quite a few of those positions are generally filled by teens. Quite a few parents are currently not letting their kids get jobs due to the pandemic. Same with college students.

As far as your guy that was trying to get a job with the rental company but had a pending traffic case.

Thats very common for an applicant to be turned down for employment due to a pending case or poor driving record.

Most rental companies have contracts with certain companies and agencies where certain criteria has to be met for the contracts. They could possibly lose a multi-million dollar rental contract over someone's driving record. It sounds ludicrous, but a driving record doesn't just effect insurance premiums, but also effects a companies safety rating. Safety ratings are a big deal.

Background check speaks for itself. Sometimes that rentals contracts are with government agencies, nuclear plants, refineries, ect..... yard guy can and will be used to help a tech and drivers with installs out in the field depending on whats being rented. If it's a water pump with a crap load of hose. The yard guy may be sent out to help set it up.

 

[jk96]

Well the frustration with LG is finally over. Yesterday afternoon I received the official settlement agreement. It stated that if I accepted the settlement for $1700 they required me to remove the serial/model tag and cut it then mail it and a signed affidavit stating I would dispose of and not repair the fridge as well as waive all of my rights to any future warranty, litigation, etc. I'm not sure how they would know if I disposed of the fridge or not. I replied yesterday evening to my contact along with the LG Chief exec and two other execs that I had contacted earlier that the agreement was not acceptable. In the email I stated that I wished to proceed with arbitration and would then take the case to small claims court if the arbitration was not acceptable. I outlined all of my documented conversations with LG, screen shots I saved of all chats dialogs, receipts showing the purchase price of the fridge, extended warranty, food loss expense, cost of purchasing a mini fridge, as well as time lost for the day of my 8 to 5 repair window that LG gave me but was actually never scheduled.

This afternoon around 3 I received an updated settlement offer of $2671.01. They ended up covering the full purchase price of the refrigerator along with the prorated amount of my extended warranty that was remaining.

We purchased a whirlpool fridge this afternoon from our local mom & pop appliance store. First and only questions was if there was an issue under warranty, would they take care of it or if I had to get approval through whirlpool first. They assured me they would handle all warranty claims and repairs in house on my behalf. Sold.

I hope no one has to go through this much work getting a company to honor their warranty.