Broken 3 year old American fridge freezer - LG refuse to repair
I’ve had an extremely frustrating experience over the past three weeks trying to get my three-year-old £1,300 American-style LG fridge freezer repaired. When I first contacted the company, they were quick to inform me that the appliance was out of warranty and took a £215 payment for a repair engineer to attend and resolve the issue.After waiting a week with no update, I had to chase them to book an appointment. I was then referred to their contractor, Pacifica, who scheduled a repair visit. However, when the engineer arrived, they stated the issue was not something they could fix and left without carrying out any repairs.Since then, I’ve contacted LG support three times, and each time I’ve been told the matter has been escalated and I should expect a response within three working days. I’ve waited each time, but no one has followed up.Living without a fridge freezer for three weeks has been a major disruption. I’ve had to shop daily for fresh food, and today, out of sheer frustration, I requested a refund so I could seek help from an independent repair specialist. LG has refused to issue a refund, so I’ve now escalated the matter with my bank.After searching online, it appears this is not an isolated incident. LG seems to have a poor track record when it comes to aftersales service and appliance repairs. Not great products and Even Worse Aftersale care - Steer well clear
Stuart ONeill
My 3 month old LG washer will not turn…
My 3 month old LG washer will not turn on. No issue with the outlet. There was a loud hissing sound when I pushed the power button and it has not worked since. Although I bought a 5 year extended warranty from Lowes when I purchased it, they will not assist me since the washer is still under the manufacturer warranty. On my first call to LG, they told me they would search for a servicer in my area and if not found within 3 - 5 business days, they would replace the washer. On business day 5, the person I spoke to said they search for 7 - 10 business days before "providing an alternative solution." On business day 8, they will not commit to when they will "provide an alternative solution." I can not have someone service it myself because they will not reimburse me for any repair that they do not authorize. I am now 2 weeks without a washing machine that I bought 3 months ago. I should have listened to my friends who said Never buy an LG appliance!!!
Rachel
LG service is useless...
LG service is useless..I bought the Quadwash dishwasher..Apparently short pump life is common on my model LDTS5552S. At 1&1/2 years old I would have to buy the pump.I did..The new one was different from the old one even though the numbers were the same..I called LG, after the first call I knew I was screwed. I called again..This dishwasher had a big price to scrap so soon, after a few other calls transfer here and there, this person that person no luck..I would never buy LG anything again. LG service is useless..I e-mailed LG corp..I think they could at least apologize for the embarrasment that is LG service..
Matthew
Absolutely terrible experience.
Absolutely terrible experience.Our fridge was overfreezing, and we called them multiple times to send a technician. They told us we have to contact their third party insurance provider called Jackson. We set a time with them and LG multiple times for a technician to come, but they never did.Then we get an email from them that no booking was made and the job was closed. This has been going on for a month now and we have given up.LG really needs to fix its service, or people need to be warned from purchasing their cheap products that dont even have a proper guarantee.
Noor Younis
Nearly 2 months and not fixed!
I requested and paid for a repair on my front load washing machine 45 days ago. The tech has been to my house roughly 2 hours over 3 visits and still not fixed. Appointments get scheduled and changed by the tech repeatedly. Absolutely terrible service! Do not buy LG!
Richard Starr
Will never purchase a product from LG…
Will never purchase a product from LG again. The company doesn't stand behind its faulty and defective products. I got zero warranty repair service after waiting 5 business days for service. They assigned me to a service provider with a telephone number that goes right to voicemail. Why include a service provider who is unreachable in your service provider network. After waiting 5 days for nothing they wanted me to wait another 7-10 days which would have undoubtedly resulted in nothing as well.
Rae Wilson
Never again
My LG refrigerator is less than two years old which I think is awfully early for a repair. That aside, I called for repair a week and a half ago. They ordered a part based on my description of the issue, which was shipped to my house. The part arrived within 2 to 3 days as promised. I still have to wait another week for the serviceman to make the repair. They had scheduled my repair two and a half weeks out from my initial call. All communication was done via text message. Calling the numbers they provide to contact my service provider, I never reached a human being. I left five voicemail messages over a period of three days and never got a response until I sent it with an urgent status. Still no phone call and no human contact. Just a text message indicating that my appointment is set for 13 February. I responded that I thought that was an awfully long time to wait for a refrigerator repair and I’ve been without a refrigerator already for well over a week. There was no response. At this point I, can either wait another week for my appointment, or just call someone local who I know will come within 48 hours. I would never have sought repair through the manufacturer had I known I would get this terrible service. It should be known that the number I contacted was the number for Support on the back of one of the booklets that came with the appliance.
Consumer
I scheduled a refrigerator repair
I scheduled a refrigerator repair, then got a text late last night saying they were not available and would not reschedule. Horrible way to run things
Ben Boossarangsi
Horrible customer service
Horrible customer service! Will never buy another LG product again. The automated attendant asks the same questions twice, the customer reps speak but do not understand English clearly. Tech never showed for my appointment and then hung up on me when I called to find out where he was. I’ve spent hours trying to get a tech out here and was just told by customer service to call a private business, which I did, and they said they don’t service machines that are not under NEW warranty! LG does not have adequate number of techs in a metropolitan city of over 1M people. What a nightmare.
Susan L Schmitt
Terrible Technician and Terrible Service
Filed a claim with Lowes regarding a Hisense Refrigerator and this company was chose n by Lowes to service the unit. Technician called at 11:45pm to notify me he would be here in 25 minutes. My window was 2-6pm. Fortunately, I left work early today otherwise I would not have been able to meet with technician (I teach public school). My husband is disabled and is not able to move about easily, so it was necessary for me to be here. The technician entered the home, took a picture of the serial number and model number, peeked behind the refrigerator and told me it wasn't working due to a roach infestation. He didn't even pull the unit from the wall. He could not show me where the infestation had caused the problem. He had no proof of an "infestation" other than the droppings he supposedly saw when he peeked behind the unit. He then informed me that "he wasn't touching this" and said he was going to let the warranty company know. How a technician make this judgement without even pulling out the unit to look at it.
Amanda Perry
The AI and lack of contact is terrible ...
The AI - you spend 5 minutes before you even talk to the human! Terrible. Also lack of response from LG Service is terrible. Applied for Service 24-October - till end of October no response. Had to call them. They blame the ventilation and asked me to pay and do cleaning of ventilation before they schedule technician! They ask to do various test for them. Issue not resolved! Warranty is just an Idea not a law for them.
Marcin
20 month old LGrefrigerator tepair
Needed refrigerator repair on a 20 month old refrigerator. , still with some warranty Lg sends you to another company and they keep saying we're waiting for parts and give you no time frame or any other information. Irate would give zero stars but I had to give one to be able rate it. Bought from Home Depot and they were useless when I chatted with them.
Dan Murzyn
Thankyou Paul!
Thankyou Paul!My service agent Paul from LG is the person you want! Straight to the point, very professional and polite. Thankyou for being so understanding and knowing the product. 5/5
Lg fridge
Worst customer service I have…
Worst customer service I have experienced, EVER! I have an 8 month old LG dryer that stopped working; it is still under warranty. I called the LG support number four times trying to get them to schedule a service appointment but each time they would say that they needed me to check something first. First it was to check the vent, when I told them it was clear they said I should probably have it professionally cleaned. Next they wanted me to have an electrician come out and check the voltage. This has gone on four days with them never scheduling a service appointment. It ended this afternoon with them promising to have someone call me back to schedule an appointment but, of course, that didn’t happen. I will never buy another LG product!
Debbie M
Dylan Is An Outstanding Repairman
Dylan was scheduled to stop by tomorrow, but because he was in the area and ahead of schedule he called to see if we were available - you bet we were! He had the troubleshooting done quickly, explained the issue and estimated repair time. Dylan got our refrigerator working again. He's outstanding!
Jerry
Terrible customer and repair service
Worst experience and customer service I’ve ever had. After a month of wrong parts and multiple reschedules I will no longer purchase LG appliances after this. And I will NEVER recommended LG products.
Sheri Anderson
I used Cool Appliance Repair to fix my…
I used Cool Appliance Repair to fix my washer-dryer. They were totally incompetent. The repairman Rashad came out and said he need to replace two parts. He told me it would cost me $435. He gave me a time to comeback and fix the machine. He did not show up and I called and was told he was waiting on the part.He rescheduled and failed to show up and did not call or email tha he would not show. I was told it was too late to come fix it but he would come at 8:00 AM. He did not show up. He showed up at 2:00 pm. He fixed the machine and then overcharged me for the repair. He was rude and nasty and said he was going to call the police on me and that he would return and remove the repair. He cursed at me and I told if he came back to my house I wold have h ave him arrested.I would never use this service again. I plan to sue this service. It was the worst repairman I ever use. I would recommend that no one should use this service.
Ester Saverson
Unhygenic Technician
One of the technicans from LG who came to repair my aircon compressor was absolutely unhygenic.After doing the repair, he used my washbasin to wash his hands and horror of all horrors, he washed and gargled his mouth and spit out the contents from his mouth😱!!!!!!!!
Ivy Lim
Painful experience to schedule service...painful
Refrigerator failure second time in one year. Compressor replaced first time. The worst part is phone reps for LG. Difficult to understand at times, sound like they are reading from cue cards, the second one I was transferred to was actually in the Phillipines. Each rep asking same questions I previously answered. Food thawing, water all over floor, making loud noise like a lawn mower, but let's troubleshoot the ice maker, in broken English. Then they sent me an app to identify the type of sound fridge was making (which I refused to use)-I just wanted a repair person to come out and assess and fix asap, happy to pay. Geesh, ready to drink heavily after this experience. Will absolutely stay away from LG in the future, guaranteed.
Audrey Hahn
Local repair people refuse to handle LG
Local repair people refuse to work on LG appliances. That should have been my first cue. 10 days after my first call to LG, I had a service person show up. He saw that I had a dryer stacked on the washing machine and told me I had to separate them, and left. I have medical issues and can't do that kind of labor. Nobody in the entire 10 days of texts and phone calls told me the customer was responsible for doing the service labor. This is not service, it's an abomination. I'm never buying or trusting an LG appliance again -- but the service is the insult to injury.
P M
