LG Service Nightmare.
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
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 werent 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 didnÂt come to my area, the other doesnÂt do extended warranty work and the third couldnÂt 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 didnÂt 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 hasnÂt. 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 werenÂt listed. This took another day to straighten out. Parts were than ordered and of course they werenÂt in for the 6th. So we set a new appointment for 10/13/06. I called Eastside again and parts still didnÂt 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 doesnÂt 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.