A warning about LG Appliances in regards to warranty service

   / A warning about LG Appliances in regards to warranty service #21  
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.
Same luck here JK96, with LG. We went all-in with LG on our kitchen appliances. Even bought their overpriced 5 year extended warranty. Frig went out twice with the ice maker. Then it stopped cooling after only 2 years. It took 2 weeks for them to get their contracted service guy out.
Service guy had no clue as to what the problem was. Replaced the compressor, which wasn't the problem at all. Two more weeks, and another no-help tech came out. No idea this time either.
To make a long frustrating story short, week 6 went by with 4 no-help service visits. Finally a tech replace the control board, which solved the problem.
In the end, we lost about $500 in food, lived out of a cooler for over 6 weeks, driving to town daily to buy ice. LG assumed zero responsibility, offering $200 max. for our 'inconvenience and losses'. The class action lawsuit that has been assed against LB has been going on for two years, with no conclusion.
Thanks LG! We're now shopping for a new washer and dry, expecting to spend around $2500 for the set, and our shopping list WILL NOT include LG. Not now, not ever.
 
   / A warning about LG Appliances in regards to warranty service #22  
I hope you get it repaired.

Due to bad luck in the past, I never buy LG, Samsung or GE.
My best appliances have been Whirlpool, and Maytag

A warranty is only as good as the company issuing such warranty .
It's really a piece of paper that makes the buyer feel good. Because at the end of the day, If they refuse to cover it, are you going to hire a lawyer and sue them ? They're betting many people will not !
X2 for Maytag. Not a huge fan of the whirlpool dishwasher. But the whirlpool fridge we have, has been going strong without issue for 12 years.

The dishwasher kept having heating elements go bad. The third time I pulled it out, it stayed out.

Replaced with a maytag with the chopper blade in it. No more yucky screens to clean, and the maytag worked flawlessly.
 
   / A warning about LG Appliances in regards to warranty service
  • Thread Starter
#23  
Update. Recieved an email today from LG that A&E factory repair which is also sears home appliance repair I believe cannot schedule our service. LG has offered us up to $1,000 reimbursement to get it fixed ourselves or will offer a refund. Waiting on the details on the refund settlement. I've called 5 local repair companies and recieved a no from 4 of the 5. No one will touch a compressor and another will not work on LG products. The 5th is supposed to get back to me tomorrow. I also checked with A&E about scheduling service myself to fix it. They can come Saturday to diagnose it but won't give me an estimate prior. Trying to explain to them that they have already diagnosed it through a service call from Assurant falls on deaf ears. Don't really want to pay a service call fee if I find out the fix is much higher and decline to fix it.
 
   / A warning about LG Appliances in regards to warranty service #24  
Sorry to hear about your experiences with LG, had always heard they were a good brand. We just bought a new LG fridge about a year ago...so far so good. Maybe you just got a "Monday or Friday" one?
I do try to go for appliances with minimal bells & whistles. No icemaker, water dispenser, etc. That stuff is where most of the failures are from what I've read.

You really can't go by brand anymore, aren't most of them made by a small number of manufacturers, all in the Orient?

As far as appliance repair techs go, glad I haven't needed one more than a couple times in my life. None impressed me much.
 
   / A warning about LG Appliances in regards to warranty service
  • Thread Starter
#25  
Sorry to hear about your experiences with LG, had always heard they were a good brand. We just bought a new LG fridge about a year ago...so far so good. Maybe you just got a "Monday or Friday" one?
I do try to go for appliances with minimal bells & whistles. No icemaker, water dispenser, etc. That stuff is where most of the failures are from what I've read.

You really can't go by brand anymore, aren't most of them made by a small number of manufacturers, all in the Orient?

As far as appliance repair techs go, glad I haven't needed one more than a couple times in my life. None impressed me much.
It's not so much the fridge it's the after sale customer service that is the issue and that's not just a Monday issue. It's a 7 days a week issue with LG. There are comments everywhere from customers with the same no support issues. They will not authorize enough money for the warranty repairs so none of their service centers will accept the work orders if they can't make any money doing them. That tells me that the repair is going to cost more than the $1,000 offered to me if I can even find someone to do it.
 
   / A warning about LG Appliances in regards to warranty service #26  
Had a similar service request with a Whirlpool refrigerator. Bought it from a box store. Facory warranty 1 year. Whirlpool headquaters here in Michigan. We noticed refrigerator side not being cold enough within the year. So called Whirlpool for service. They did not have a service rep in the area. They said we could get someone and they would pay so much to reimburse us. On the third visit, even after service rep talking to their tech, service rep told us he was done and could not fix. Cost to date more the Whirlpool amount. I started raising heck with Whirlpool people. Eventually they offered a refund or a new one. We got another one delivered to us and they picked up the old one. Delivery company was told to scrap out refrigerator, Whirlpool did not want it back to diagnose it. we put a claim in for the total money owed us and it was finaaly paid. Second is working fine, knocking on wood. I think all appliances are basically good, but each one has a lemon or two built. Jon
 
   / A warning about LG Appliances in regards to warranty service #27  
Had a similar service request with a Whirlpool refrigerator. Bought it from a box store. Facory warranty 1 year. Whirlpool headquaters here in Michigan. We noticed refrigerator side not being cold enough within the year. So called Whirlpool for service. They did not have a service rep in the area. They said we could get someone and they would pay so much to reimburse us. On the third visit, even after service rep talking to their tech, service rep told us he was done and could not fix. Cost to date more the Whirlpool amount. I started raising heck with Whirlpool people. Eventually they offered a refund or a new one. We got another one delivered to us and they picked up the old one. Delivery company was told to scrap out refrigerator, Whirlpool did not want it back to diagnose it. we put a claim in for the total money owed us and it was finaaly paid. Second is working fine, knocking on wood. I think all appliances are basically good, but each one has a lemon or two built. Jon
Yes, they all have lemons, but will they stand behind them is the question. I have a Boush dishwasher, but was not happy with their response when the motor went. I hate the individual service repair places around me. They are a complete rip off. I could call up and give them the part number of the simplest part and say I'd like something to come out with that part and put it on my machine. They will not even give me an estimate to do it.
 
   / A warning about LG Appliances in regards to warranty service #28  
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.
A few years ago I was told by a Service tech to NEVER buy Korean (LG, Samsung) appliances because servicing them is ridiculous and expensive.

He said Frigidaire, Bosch, GE, Maytag, KitchenAid are pretty good about authorizing service and with parts availability.
 
   / A warning about LG Appliances in regards to warranty service #29  
GE is easy to service and get parts. I need to buy a new inverter/motor driver and replace it every few years on the crappy washing machine.
Same board used by many other brands.

Looking at Kitchenaid for a new fridge, but due to supply, we can't even order it yet....
 
   / A warning about LG Appliances in regards to warranty service #30  
GE is easy to service and get parts. I need to buy a new inverter/motor driver and replace it every few years on the crappy washing machine.
Same board used by many other brands.

Looking at Kitchenaid for a new fridge, but due to supply, we can't even order it yet....
KitchenAid is made by made by whirlpool. Like GMC is made by GM.
Frigidaire is Electrolux

I have never had good luck with GE anything. I usually buy whirlpool appliances.

I have three refrigerators for back up in case the main fridge decides to stop working.
 

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