Thread Number: 8486
LG Nighmare continues |
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Post# 160282   10/14/2006 at 00:06 (6,376 days old) by peteski50 (New York)   |   | |
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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 Thank you, Peter 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 weren’t 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 didn’t come to my area, the other doesn’t do extended warranty work and the third couldn’t 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 didn’t 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 hasn’t. 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 weren’t listed. This took another day to straighten out. Parts were than ordered and of course they weren’t in for the 6th. So we set a new appointment for 10/13/06. I called Eastside again and parts still didn’t 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 doesn’t 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. Thank you Peter Sternlieb |
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Post# 160297 , Reply# 1   10/14/2006 at 00:59 (6,376 days old) by launderess (Quiet Please, There´s a Lady on Stage)   |   | |
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One reason took LG washers off my list was the very sad showing of repair persons in the NYS/NYC area. LG gives you a list fast enough, but what they don't say it is a general list of people who fix various LG items. Calls from Conn to NJ yielded one, that is right one repair person in the NYC area, and he was near Yonkers and would only fix LG laundry appliances if you purchased the unit from that store/lived above East 96th street. My number one rule is never buy a major appliance cannot obtain local service for. People make fun of Malber appliances, but at least they have a local repair person. Peteski, have you thought about posting a rant/complaint on YouTube or a similar site? Apparently many corporations are hip to this and will quickly change their tune when bad PR hits the Web. AOL messed around with a guy, who went straight to YouTube with his complaint. Well, within hours he had tons of responses from other happy AOL customers, and within two days, AOL was calling HIM back and making very nice. Best of luck, L. |
Post# 160298 , Reply# 2   10/14/2006 at 01:06 (6,376 days old) by peteski50 (New York)   |   | |
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Post# 160300 , Reply# 3   10/14/2006 at 01:16 (6,376 days old) by launderess (Quiet Please, There´s a Lady on Stage)   |   | |
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But yes, the news report telling about a young man getting his own back against AOL, was a video "rant", and apparently such things have become so popular companies and businesses have begun to monitor YouTube and the like so see what is being said about them. This was all according to the news program,IIRC it was "Nightline" on ABC. Think about it, most people under say 35 or so get their information from the Internet, so someone taking his/her beef public can do lots of damage, especially if others join in, as was the AOL case. In the AOL segment, the young man simply wished to cancel his account, however the customer service person who took his call had other ideas. The CS rep began asking this young man a litany of questions as to why he wanted to cancel AOL and giving him the business, in short refused to cancel the service. What the CS rep did not know is the young man was recording the entire conversation, and when he did not get satisfaction from AOL, went to YouTube. The rest is as I told you before; other AOL users join in with their complaints and within days AOL cancelled the account and refunded any charges. Oh yes, the CS rep got the boot. L. |
Post# 160324 , Reply# 5   10/14/2006 at 08:33 (6,375 days old) by gmmcnair (Portland, OR)   |   | |
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...I'm starting to appreciate my barebones Top-Loader laundry center a lot more. No, it's not efficient, it doesn't do a stellar job of washing, and with a plastic tub, it doesn't exude quality. However, it doesn't leak, has run for five years without a hitch, and I can call almost anyone I like in the Portland area if it does break. My sincerest best wishes go out to those who are having these service nightmares. Mike |
Post# 160409 , Reply# 7   10/14/2006 at 22:59 (6,375 days old) by washoholic (San Antonio, TX)   |   | |
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Peter & Lee, I’m sorry to hear about your bad experiences w/ service. The service here in Austin was GREAT all five times that they’ve been out! There are at least 3 companies that service LG and I liked all of them. They were very patient and let me watch the repairs, they were friendly, knowledgeable about the products, and answered the million or so questions I asked them. The repair person was out within 2 days every time except one. The parts took less than a week every time, but one. Best Buy is AWESOME! The pedestals were only available from a different store than where the machines were purchased. The sales person drove to the other store, picked up the pedestals and drove them out to my house in his own truck before the machines arrived. Now that’s service. Delivery people seem to be a problem no matter what company the appliances are purchased from or what city they are delivered to. The delivery people never have a level with them and when one offers to let them use a level they always say they don’t need it. Has anyone ever had a washer delivered and the delivery people actually used a level to set it up? |
Post# 160492 , Reply# 8   10/15/2006 at 16:16 (6,374 days old) by sudsman ()   |   | |
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Why the big difference between here and Austin? Ft Worth should have just as many service people or more so what is their problem? |
Post# 160509 , Reply# 9   10/15/2006 at 18:58 (6,374 days old) by cehalstead (Charleston, WV)   |   | |
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Jeff's Appliances (one of the few "family" stores left in this area-Charleston, WV) most definitely uses a level. That is just one of their great attributes that keeps me going back. I have been a loyal customer since 1980 (when I bought my first appliance) |
Post# 160975 , Reply# 10   10/17/2006 at 19:37 (6,372 days old) by jetcone (Schenectady-Home of Calrods,Monitor Tops,Toroid Transformers)   |   | |
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Sorry to hear you are having so much trouble. This is why I didn't jump on the band wagon, I saw no viable repair service network in place. And this is exactly why Grays Appliance dropped their account with LG, they were carrying the early small combo units by them and the contacts they had for LG to even educate Grays own service techs were horrible. Now if the dealer can't raise anybody good luck to the consumer!! Aren't you on the umptyninth floor of a building too?? Stranded in the air with no laundry, not my idea of heaven. I hope they get it resolved quickly for you but it doesn't sound like that will be a possibilty. Bendix now there is a solid front loader!! 50 years and still running!! We should get John Lefever on this to find you a good used Gibson!! I love my Gibson! my laundry heart goes out to you Jon & Al |
Post# 161017 , Reply# 11   10/17/2006 at 22:34 (6,372 days old) by oxydolfan1 ()   |   | |
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I'm sorry for all of your trouble. Sometimes I wonder, is this a New York thing? People in other areas of the country seem to be so much more satisfied with service in general than we are.... |
Post# 161023 , Reply# 12   10/17/2006 at 23:04 (6,372 days old) by launderess (Quiet Please, There´s a Lady on Stage)   |   | |
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Post# 161119 , Reply# 14   10/18/2006 at 12:11 (6,371 days old) by peteski50 (New York)   |   | |
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Hi Lee Im so sorry to hear about your LG issues also. To me it is unacceptable for them to tell you thay cannot fix the leak. I could not have that I live upstairs in a coop and machine sits on a wood floor. I believe your servicer is unqualified if they cannot fix the problem. It is all so horrible. I am supposed to have the repair service come out tomorrow finally I hope the parts LG sent them will fix the leaking issues. I did not hear anything back from the consumer affairs as of yet and next week I will be away. I do want to take some type of action against LG. I just dont know what to do next and I have to see if the problem will be resolved after the repair. Peter |
Post# 161151 , Reply# 15   10/18/2006 at 19:12 (6,371 days old) by bajaespuma (Connecticut)   |   | |
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Pete, I know that you have had a lot of problems with LG and my sympathy is with you, buddy. I don't think I will be in a rush to buy another LG appliance quickly. I know I took a gamble when I bought my LG washer and I have to say that for the most part, I've been happy with it but it is clear that no one around here really understands these machines very well. My repair people have been much nicer and more solicitous than yours seem to have been but they know very little about the engineering of the unit. What really pisses me off is how reticent LG is with its tech people. They know a lot more than they seem to want to transmit to either their consumers or their representatives. I'm impressed with the design and overall quality of their products but NOT with their support. Perhaps you should send copies of these threads to the company. I would be happy to sign a petition demanding that they make good on your purchase and that they make a greater committment to support their customers. |
Post# 161155 , Reply# 16   10/18/2006 at 19:54 (6,371 days old) by peteski50 (New York)   |   | |
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Hi Ken, Thanks for your update. I feel the same the quality of LG appliances is very good but the service is beyond being poor. Actually the repair service is supposed to finally come out tomorrow to fix the problem. I hope this does the trick and fixes the problem. It has been 3 1/2 weeks so far with no machine. Would you also believe after the repair I have to pay the service person and than fax the information to the GE extented warrenty service provider for a refund. I am going away for a week this weekend so I will not be able to really test the machine until I come back. So we will see what happens. I still didn't hear back from the consumer affairs that I sent the top attached letter. Everything is currently up in the air. Peter |
Post# 161158 , Reply# 17   10/18/2006 at 20:07 (6,371 days old) by launderess (Quiet Please, There´s a Lady on Stage)   |   | |
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Post# 161266 , Reply# 18   10/19/2006 at 07:51 (6,370 days old) by peteski50 (New York)   |   | |
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Post# 161375 , Reply# 20   10/19/2006 at 18:01 (6,370 days old) by peteski50 (New York)   |   | |
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Well service finally came out and brought the new door LG sent to them. The guy said he worked on a few I was not to confident that he really knew the products. He replaced the door both him and his helper tightened the door. He asked me to test it to add soap with no clothes. I put in some All HE even though I mostly use Tide HE. The machine had some real suds in it and no leak. After the first rinse I explained the delecate cycle uses more water. He said to pause and switch. We let it fill with more on delicate and even though the drum moved slowly it did splash a lot with no water leak. He told me if I had a further problem to call him. He explained LG is a very good product but the service is bad and his manager is planning on stopping the service because LG is cheap and difficult to deal with. After he left I did a load of laundry a normal wash with no leaking problem. I am going away on vacation. When I come back I will of course test the machine further. I also would like to start a campaign against LG. I feel if we can get as many people as possible to send them letters and make contact with them MAYBE they will listen and start to change things. My unit was down from Sept 24th until today Oct 19th almost a whole month and thats very unacceptable. Everyone please give your input and ideas as to what we should do as a team. The letter I sent to consumer affairs has not been responded to. I think if we all make LG look bad because of the service we MAY get somewhere. Peter |
Post# 161377 , Reply# 21   10/19/2006 at 18:08 (6,370 days old) by appnut (TX)   |   | |
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Peter, I"m glad the guy was able to repair it and was very honest with you. Hmm, gee, h0ow many times have I heard similar comments (read them) about people dropping servicing of LG products because of the difficulties dealing with the corporation. It is an utterly disgraceful shame because their products are vey innovative and stylish and have a great feature/price mix. They bettter get their act together before they bury themselves with hoards of malcontent customers--maybe that will get their attention when more start using the consumer advocates in their area.
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Post# 164924 , Reply# 23   11/3/2006 at 16:04 (6,355 days old) by peteski50 (New York)   |   | |
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I used my machine for the second time since it has been fixed. So far so good not leaking. I hope it stays that way. I was away in Florida on vacation so that why I didn't get to do much testing. I still want to persue going after LG for such poor service. Does anyone have any ideas as what would be the best thing to do to make LG look bad so maybe they will try to improve their service? I appreciate any ideas. I already sent information to the consumer affairs almost 3 weeks ago and have not heard anything back and I don't have a number to contact them. Any ideas will be appreciated Thanks Peter |
Post# 164932 , Reply# 24   11/3/2006 at 16:34 (6,355 days old) by mrb627 (Buford, GA)   |   | |
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Back in August, I traded out my DuetHT set for the GEHarmony set with a heater. Well, out of the gate, there was a problem with the touch screen on the washer. It worked without a hitch, but was not being backlit so you had to lean in close to be able to set it. I called GE and scheduled a service call. The technician came out within four days. Took one look at it and said he needed to order a part. Told me the part would be shipped to me directly and I should have it in about a week. The technician would contact me to verify the part had arrived the day before our scheduled appointment. Well, no part arrived. Instead, I got a phone call from the technician. He said the touch screen was on backorder and I should have it with 4 to 6 weeks. Since the machine was working, initially I didn't mind. But, after living with it more and more I became fearful that if it was not usable, I would be without a washer for up to two months. This was unacceptable. So, I returned to the store where purchased and they happily agreed to swap them out with the Bosch Premium Platinum set. I guess it makes sense that I have a problem with parts as this machine is linked to LG, somehow. All said and done, I like the Bosch set, but miss the versatility of the Harmony. I almost wish I had it back. Especially since I have an LCD panel for the new one. It arrived just before the 6 week window closed. MRB |
Post# 164946 , Reply# 25   11/3/2006 at 17:19 (6,355 days old) by peteski50 (New York)   |   | |
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Hi MRB I dont have the option to return the unit. It is almost 2 1/2 years old. But it almost new because I am the only one using it and do about 6 to 8 loads a month in it. Even though it is a combo I dont dry everything I like to do some line drying. But being I wanted a combo I went with this one being the unit is big. It's a great appliance but the service is beyond poor. If I do part with it I will probably buy a Frigmore and do without a dryer. It is sad USA doesnt make a combo anymore. Peter |
Post# 164948 , Reply# 26   11/3/2006 at 17:23 (6,355 days old) by mrb627 (Buford, GA)   |   | |
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Post# 164951 , Reply# 27   11/3/2006 at 17:43 (6,355 days old) by mrb627 (Buford, GA)   |   | |
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Sorry, it was "Popular Science" not "Popular Mechanics" I have found the information on their web page. CLICK HERE TO GO TO mrb627's LINK |
Post# 167370 , Reply# 28   11/14/2006 at 00:10 (6,345 days old) by peteski50 (New York)   |   | |
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I sent this letter to LG tonight from their website it includes what I posted earlier. Lets see if I get any results probably not) 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 weren’t 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 didn’t come to my area, the other doesn’t do extended warranty work and the third couldn’t 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 that she didn’t 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 hasn’t. 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 weren’t listed. This took another day to straighten out. Parts were than ordered and of course they weren’t in for the 6th. So we set a new appointment for 10/13/06. I called Eastside again and parts still didn’t 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 doesn’t 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. UPDATE finally on October 19th Eastside service came to my residence and repaired my Washer / dryer combo by replacing the door. To add to all the dilemma the service guy from Eastside told me his manager informed him after my call they will no longer be servicing LG products because of one hassle after another with LG. He was not very explicit as to why but stated he will see me through and I am covered for 90 days by them. (What good does that do me after the fact). So far so good the unit is working not leaking but I do not do laundry often as I live alone and usually do about 6 to 8 loads of laundry per month. I really should not have any problems with this machine. The biggest factor here is I should not have to go through such a hassle to have a washing machine fixed. I should be able to make one call and get a knowledgeable service person to come to my home in a reasonable timeframe (not almost a month) and without going through such a hassle making so many calls and being told there is such a lack of service. Also I do appreciate the supervisor (Andretta) making the effort and ordering a new door for my unit, but this should have been shipped overnight. I had to wait 2 weeks after the order was placed, and in the meantime no service person had even looked at the unit until Eastside came out to do service on October 19th. Please be aware I resent the fact I have to spend time pursuing these issues, all I am requesting is to have good reliable service when needed. From reading different forums on the internet the biggest complaint about LG is the service. As a consumer I am requesting to get the same service that Whirlpool, Maytag , Frigidire or GE would give. For instance a few years back I used to own a Equator combo washer / dryer. I did have a problem with the unit and called a service center in 3 days a serviceman came to my home and he had to get a part and came back with the part in 2 more days. My unit was fixed in 5 days total. And Equator is even less popular than LG. When I saw the LG combo unit I was told it is even a more reliable larger unit and more sophisticated than the Equator. So I put down good money on something I cannot even get service for. What I am looking for in terms of compensation is for LG to step up to the plate and get reputable service in my area. I also want LG to know I already notified the consumer affairs about these issues and I plan on escalating this even further. Why should a consumer buy products that a company doesn’t backup with reliable service. Even if you have great products it’s not worth anything without good service. So someone tell me why I should recommend LG? Thank you Peter Sternlieb |
Post# 167483 , Reply# 29   11/14/2006 at 14:04 (6,344 days old) by peteski50 (New York)   |   | |
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This was the reply that LG sent me back a short time ago: Dear Peter, Thank you for taking the time to send us this email. I certainly apologize to you for the frustration this has created for you. I can assure that LG is doing everything e can do to obtain service providers in all parts of the country. Regretfully, there are certain geographical areas where service providers as less then plentiful as is in you area. LG works continually signing up servicers and training the repairman. We have a division of the company called Field support who focuses on this every day but it is going to take time. Certainly Maytag and GE has been around for years and has had a service relationship developed with their service providers which is an LG Goal. We do appreciate your patience and you feedback. Your official complaint was saved into our system and sent to our field support division and I will also forward you email as another complaint. Again please accept our apology. Rick E-mail Administrator Customer Interactive Center LGEAI |
Post# 167519 , Reply# 31   11/14/2006 at 19:21 (6,344 days old) by peteski50 (New York)   |   | |
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Post# 167547 , Reply# 33   11/14/2006 at 22:06 (6,344 days old) by gansky1 (Omaha, The Home of the TV Dinner!)   |   | |
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Pete - I've got a rock in my heart for what you've been through with this washer, I hope they can get it resolved soon. You're right on track Sudsman - the service companies that are even willing to sign on with a manufacturer probably don't last long because unless you are a dealer with sales to back up the service income, you can make a better living with less hassle than doing warranty work for LG or the like. Not all mfgrs. are this way, but I've heard this story over and over from service guys - GE seems to be one of the worst. I realize they need to keep a thumb on the costs, but it's the customer that ends up suffering for it - just like this situation. |
Post# 168655 , Reply# 35   11/19/2006 at 16:41 (6,339 days old) by peteski50 (New York)   |   | |
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Hi James, I agree I bought my LG combo from a mom and pop store. That is probably why I cannot get the service. But I still feel LG should be responsible. I had sent a letter via website to consumer affairs about a month ago (heard nothing back). I do want to esclate these issues I just don't know where to go next to make a lot of noise to make LG look bad. All I want is to be able to call a reliable knowledgeable service center and get service without a hassel. Thanks for your input Peter |
Post# 168676 , Reply# 36   11/19/2006 at 19:04 (6,339 days old) by launderess (Quiet Please, There´s a Lady on Stage)   |   | |
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First of all, it it only me that gets very ticked off when some customer service person uses my Christian name? Whatever happened to "Mr,Mrs, or Miss"? As for LG's service in the NYC area, was shocked as you Pete that they didn't have decent, never mind good service in place before launching their appliances. Even Malber has their own local NYC serviceman, and he is very good. Small and or "Mom and Pop" stores are not all bad when buying an appliance, as many in some areas have their own trained serviceman/people. This is the case for LG washers/dryers purchased from the aforementioned store in Yonkers, NY. They will service LG units, but only the one's they've sold and only within a certian area. |
Post# 168786 , Reply# 37   11/20/2006 at 16:07 (6,338 days old) by peteski50 (New York)   |   | |
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I still don't know what to do about the problem. I don't even feel comfortable about even using my washing machine even though it is hopefully fixed. I want to make a issue about this but don't know where to turn. I had sent a letter to the consumer affairs last month but heard nothing back. Should I send them more email (I don't have a phone number for them). Is their anyplace else to turn. I definatly want to make noise and give LG bad publicity. Any recommendations would be appreciated. Thanks Peter |
Post# 168794 , Reply# 39   11/20/2006 at 17:10 (6,338 days old) by oxydolfan1 ()   |   | |
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Also....(in New York) Asa Aarons on Channel 4 WNBC news is doing a segment in a few minutes regarding extended warranties on appliances...perhaps you could contact him regarding a follow-up? |
Post# 168809 , Reply# 40   11/20/2006 at 19:09 (6,338 days old) by westyslantfront ()   |   | |
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Hi Peter. Did you send a letter to LG customer service? Many times these days, customer service and satisfaction is not important as it used to be. Ross |
Post# 168810 , Reply# 41   11/20/2006 at 19:09 (6,338 days old) by westyslantfront ()   |   | |
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Hi Pete. Perhaps it is time for a direct drive Whirlpool/Kenmore. Ross |
Post# 168828 , Reply# 42   11/20/2006 at 20:00 (6,338 days old) by peteski50 (New York)   |   | |
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Hi Ross, Yes I sent a letter to LG customer service it is all above what I sent to the consumer affairs that they never responded back and what I sent to LG customer service. I got nowhere. As for getting a direct drive I do not want a TL and my washer is in a closet without a vent it's a regular 110 volt hookup. Thats why a combo works for me. If I do have to purge the machine I will probably get a Frigmore and live without a dryer. Keep your fingers crossed that I don't have any more problems. Thanks Peter |
Post# 168919 , Reply# 43   11/21/2006 at 08:04 (6,337 days old) by westyslantfront ()   |   | |
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Hi Pete. I have heard good things about fridgemores. And that you can also regulate the water level in fridgemores. Good luck...Ross |
Post# 168926 , Reply# 44   11/21/2006 at 08:18 (6,337 days old) by toggleswitch (New York City, NY)   |   | |
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Post# 169210 , Reply# 45   11/22/2006 at 17:22 (6,336 days old) by peteski50 (New York)   |   | |
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Well folks it is leaking again. I must have only did eight or so loads since it was fixed October 19th. I just called for the service person that fixed it and the assistant said he will have to get back to me after the holiday. I called LG and guess what they put me on hold for about 10 minutes and the guy came back on and said this unit is out of Warranty and their was nothing that could be done for me. I explained that I have a extended Warranty but it didn't matter. (some help) I called the GE extended warranty service and was only able to register the call. I am at my wits end. I just don't know what to do next? Happy Thanksgiving Everyone. Peter |
Post# 169223 , Reply# 46   11/22/2006 at 18:43 (6,336 days old) by launderess (Quiet Please, There´s a Lady on Stage)   |   | |
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At this point you'd be better off with a Hoover Twintub! Pete am sorry you are going through this, guess one understands why people go "postal" over certian things. Here is an idea. Contact one of the New York local news programs that have consumer help segments like "7 On Your Side", or "Help Me Howard", or "Asa Aarons" and tell them your story. Many times once the media does a story, complete with trying to get the company's side of things (on the record and of course in the news), the later changes their tune. L, |
Post# 169235 , Reply# 47   11/22/2006 at 19:26 (6,336 days old) by peteski50 (New York)   |   | |
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Hi L, At this point I dont know what to do. I called the service who fixed it last month and they will get back to me. But yes I want to make a real big deal out of this. If someone has a number to the consumer affairs even though I sent them email and got nowhere. I could start their. I just want to scream. I have never felt this way in my whole life. I want to make LG look so bad. Peter |
Post# 169258 , Reply# 48   11/22/2006 at 22:09 (6,336 days old) by oxydolfan1 ()   |   | |
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So unreal (and for such a high price!) |
Post# 169275 , Reply# 49   11/23/2006 at 01:03 (6,336 days old) by dadoes (TX, U.S. of A.)   |   | |
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Peter, you said the leak is from the door seal, correct? Perhaps if you posted some pictures of the situation, some of the geniuses here could suggest a solution. On the other hand, being as you have a legitimate, active extended warranty, *that* should provide for repair regardless of what must be done to get it done. Have you read the terms to confirm if there's anything that would preclude repair under certain circumstances? Or if there's a "lemon" clause being that this is an ongoing problem that has already been subject to multiple repair attempts? The manufacturer warranty period may be over, but seems like LG *should* deal with it since it began *during* the warranty and has been an ongoing problem not yet properly fixed. |
Post# 169304 , Reply# 50   11/23/2006 at 07:51 (6,335 days old) by westyslantfront ()   |   | |
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Hi Pete. Sorry you are having problems again. I still say Whirlpool or Kenmore direct drive stackable might be the solution since you are short on space. Ross |
Post# 169308 , Reply# 51   11/23/2006 at 08:17 (6,335 days old) by panthera (Rocky Mountains)   |   | |
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I never cease to be surprised at the problems reasonable people - especially, but not only, on the East Coast have with LG. Peter - maybe you should get together a list of all the folks who have had problems with LG customer service in the last, oh, say 18 months. Our site, other sites (epinions is good) and so on. Put it all together in a form easy for a busy journalist to look at and say "Hey - I could really rake some mud with this." Then send it on to all the newspapers, radio shows, TV programs, blogs, fora, etc. you can find. Be sure that the competitors of LG also get a copy - and be sure that you also emphasize the reason you bought LG was not price, but quality and how sad you are. All the appliance stores and chains should also know about it. I would be very surprised if someone, somewhere didn't think it was worth helping you. At the very least, you have vented your frustration to the world at large. At best, an otherwise good manufacturer - and LG does build good appliances - will (finally) wake up and see they have big problems with their Customer Service in the US. Good luck. |
Post# 169322 , Reply# 53   11/23/2006 at 09:43 (6,335 days old) by sudsman ()   |   | |
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Hire a attorney |
Post# 169337 , Reply# 54   11/23/2006 at 10:47 (6,335 days old) by gocartwasher ()   |   | |
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A GERNADE IN YOUT L G lol lol loL CLICK HERE TO GO TO gocartwasher's LINK |
Post# 169342 , Reply# 55   11/23/2006 at 11:31 (6,335 days old) by peteski50 (New York)   |   | |
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Thanks so much for the support from all, today is Thanks givings so I have to wait and I have to work tomorrow. I have to start by getting the repair back here. I am awaiting his call back. I will have to see about getting these issues made public or doing something next week. It's just so confusing I don't know where to turn to. As for some suggestions I cannot have a stackable I dont have a vent or 220 volt and no space. As for hiring a lawyer it will cost money and if I loose I am screwed. What I really need is a knowledgeable repair service. But I appreciate all your support it does make me feel better. Happy Thanks Giving Everyone Peter |
Post# 169348 , Reply# 56   11/23/2006 at 12:21 (6,335 days old) by foraloysius (Leeuwarden, Friesland, the Netherlands)   |   | |
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Post# 169361 , Reply# 57   11/23/2006 at 14:55 (6,335 days old) by sudsman ()   |   | |
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if you hire a attorney how could you possibly loose? |
Post# 169375 , Reply# 58   11/23/2006 at 16:25 (6,335 days old) by sudsman ()   |   | |
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Contact your state attorney general and the F T C they do not charge for any of their services and this could VERY easy be a class action lawsuit! |
Post# 169442 , Reply# 59   11/23/2006 at 23:28 (6,335 days old) by peteski50 (New York)   |   | |
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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 |
Post# 169471 , Reply# 60   11/24/2006 at 04:34 (6,334 days old) by sudsman ()   |   | |
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Always send them CERTIFIED or REGISTERED this means business!It will get their attention ~! |
Post# 169474 , Reply# 61   11/24/2006 at 05:22 (6,334 days old) by peteski50 (New York)   |   | |
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Post# 170071 , Reply# 62   11/27/2006 at 16:24 (6,331 days old) by peteski50 (New York)   |   | |
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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 |
Post# 170130 , Reply# 63   11/27/2006 at 21:18 (6,331 days old) by peteski50 (New York)   |   | |
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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 |
Post# 170366 , Reply# 64   11/28/2006 at 21:23 (6,330 days old) by peteski50 (New York)   |   | |
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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 |
Post# 171646 , Reply# 66   12/3/2006 at 11:08 (6,325 days old) by peteski50 (New York)   |   | |
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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 |
Post# 172468 , Reply# 67   12/5/2006 at 10:43 (6,323 days old) by peteski50 (New York)   |   | |
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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 |
Post# 172646 , Reply# 68   12/5/2006 at 20:46 (6,323 days old) by peteski50 (New York)   |   | |
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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. |
Post# 173966 , Reply# 71   12/9/2006 at 00:42 (6,320 days old) by peteski50 (New York)   |   | |
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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 |
Post# 173973 , Reply# 72   12/9/2006 at 01:23 (6,320 days old) by exploder321 ()   |   | |
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Ughh... I would have thrown it out the door by this point... |
Post# 174094 , Reply# 73   12/9/2006 at 13:25 (6,319 days old) by peteski50 (New York)   |   | |
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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 |
Post# 174119 , Reply# 74   12/9/2006 at 15:27 (6,319 days old) by sudsman ()   |   | |
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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? |
Post# 174306 , Reply# 75   12/10/2006 at 02:11 (6,319 days old) by foraloysius (Leeuwarden, Friesland, the Netherlands)   |   | |
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Post# 174554 , Reply# 77   12/10/2006 at 23:53 (6,318 days old) by peteski50 (New York)   |   | |
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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! ===================== |
Post# 174562 , Reply# 78   12/11/2006 at 01:22 (6,318 days old) by peteski50 (New York)   |   | |
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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 |
Post# 174564 , Reply# 79   12/11/2006 at 02:15 (6,318 days old) by sudsmaster (SF Bay Area, California)   |   | |
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Post# 174707 , Reply# 81   12/11/2006 at 18:37 (6,317 days old) by paulg (My sweet home... Chicago)   |   | |
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Lots of people dismiss the "service after the sale" aspect of buying a major appliance. BOY do they pay dearly! And be careful of the advise of the teenybopper at the big-box retailer. They're programmed to robotically repeat nice things about their product and usually know near nothing about what you are about to purchase. |
Post# 174711 , Reply# 82   12/11/2006 at 18:59 (6,317 days old) by peteski50 (New York)   |   | |
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After I sent that last letter their was absolutly no further reply. At least before this last chain of events the supervisor from LG called me or emailed me. I guess their is nothing further to be said. When a situation is this bad they almost don't know what to say. Even if they wanted to BS me they couldn't even if they tried. And at this point the parts will probably not be in for next week at this rate anyway. I do want to thank everyone that has given me positive support and even though I don't see a light at the end of the tunnel it is good to know I have other club members supporting me. Best Wishes to all Peter |
Post# 174753 , Reply# 83   12/11/2006 at 21:15 (6,317 days old) by neptunebob (Pittsburgh, PA)   |   | |
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Sorry you are having such trouble Pete, after reading this I don't think I will buy LG anything - I liked the LG Hi Macs countertops at Lowes but would not even buy them after reading this. If it were me, I would just place the LG Tromm in a basement or on floor that was waterproof and use it and let it leak away until it dies. But that is just me, trying to best advise how to deal with what sounds like an impossible situation.
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Post# 175044 , Reply# 85   12/13/2006 at 03:05 (6,315 days old) by peteski50 (New York)   |   | |
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Hi Chad, It is very sad to be stuck in this type of situation in so many ways. First I don't know if the A&E you are dealing with is the same as the A&E I will be dealing with. I found out from the GE warranty group their are different ones by accident. They originally told me A&E should bill them for payment and when I spoke to A&E the other day they stated I would have to pay them directly and than get reimbursed. When I called GE and explained this they stated they would contact A&E to straighten the situation out. They put me on hold and came back on the line and stated I am dealing with a different A&E and I would have to pay for the service and than submit to them for reimbursement. If the machine does not get fixed correctly I will have to get rid of it because I cannot have a leaky machine as I am upstairs in a coop and could be sued for damages. People that have these machines in a basement represent another story. But that’s still no excuse. It all comes down to the fact that their is not qualified LG techs out their. And many services do not want to deal with LG. I still want to find out what legal actions can be taken but I'm in no position to hire a lawyer. I will be sending all this information to my local consumer protection after I get this next service (fixed or not). And all this wasting time to try to replace parts that take forever to arrive is sickening. I will keep everyone posted. Thanks Peter |
Post# 175121 , Reply# 86   12/13/2006 at 12:16 (6,315 days old) by danemodsandy (The Bramford, Apt. 7-E)   |   | |
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Peter: You might link Lauren Mellies to this thread, letting her see for herself that hundreds of people with a highly demonstrated interest in laundry machines are reading it, and forming a poor opinion of the brand she represents. Reading the thread shows very clearly that LG and the insurance provider have not lived up to even the most minimal expectations of "satisfaction after the sale". LG's reputation for majors is already not that great; they're in something of the same position that Hyundai was in in the 1980s. The product is reasonably priced, and has good features, but the quality just isn't there. Hyundai got into real trouble with dissatisfied owners, losing sales and market share, because of horror stories shared between consumers. Hyundai fixed its problems in the only way that ever really works- taking a hard, honest look at its quality issues and addressing the hell out of them. No corporate spin, no Maytag-style head-in-sand. They FIXED THE PROBLEMS. Now Hyundai is a respected brand, with one of the strongest warranties in the business. Lauren, what's it gonna be- are you guys going to fix the problem and make LG's actual user experience live up to your ad claims, or are you going to do nothing, and wait for Internet horror stories to kill your brand, like they did with the Maytag Neptune? Ball is in your court. |
Post# 175305 , Reply# 89   12/14/2006 at 01:09 (6,315 days old) by peteski50 (New York)   |   | |
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Today I spoke to A&E services who will repair the unit. They said the part just arrived today. We will have to leave the appointment for the 18th as scheduled. So the 2 day part delivery turned into a 8 day delivery. It was ordered the 5th but didn't get sent out until the 7th and had a 2 day shipment but took until the 13th to arrive to A&E. Now I need to wait another 5 days for the service to arrive. I don't blame A&E at all, it is all LG and their policies. It is bad enough no service people can stock parts but at least if they shipped it overnight it would be a better situation. The sad part is that the LG products are of high quality as discussed before it just comes down to the very worst service. Also no effort being made to try to improve the situation. I personally believe the people that are making these rules and running the show in LG are trying to save money and operate like Manikins or robots. And it still amazes me they are doing nothing to make improvements. But in my life time I have seen so many business being ruined by people that don't know what they are doing. Being familiar with the appliance industry for many years it has always been in my opinion the worst disaster ever was when White Consolidated purchased Frigidaire. This is in my opinion just as bad of a situation in terms of a good product being bastardized by people that don't know what they are doing. Thanks for listening Peter |
Post# 175380 , Reply# 90   12/14/2006 at 10:47 (6,314 days old) by danemodsandy (The Bramford, Apt. 7-E)   |   | |
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Pete: You're right, the woods are full of ex-employees who thought their companies would be around forever, no matter how lousy a job they did. In the early 80s, I was complaining my head off about how terrible Sears' catalogue division had gotten. You'd order five items and three would be back-ordered. The back-orders would likely never arrive at all. Nobody cared, nobody returned calls, and when I finally DID get through to an exec, he blew me off. Wonder where he is now, now that an enterprise over a century old has disappeared, a victim of cost-cutting and poor attitude towards the consumers who paid the bills around Sears? Ford sold me two faultily-designed cars in a row, and would not take responsibility. Is it any surprise they're in such trouble today? It isn't to me, but Ford's management seems not to understand it's the QUALITY, stupid. I could name others. A&P, way smaller today than it used to be. Woolworth's, gone completely. And many more. If you'd like to see my opinion of the only LG products I've owned, some window air-conditioners, go here and read my comment to the Appliance Samurai's post: fixitnow.com/2004/06/new-trouble-... |
Post# 175414 , Reply# 91   12/14/2006 at 12:33 (6,314 days old) by toggleswitch (New York City, NY)   |   | |
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Nobody cared, nobody returned calls, and Hmmm. Pay minimum wage. Don't give benefits. No job security, no loyalty, no chance of moving up. Hire those who barely speak any language, let alone English. Hire anyone at all out of mis-driected fear of lawsuits. Lower your standards as a business until you have none. You will get the lowest socio-economic rungs of society. These are the ones that will walk in front of any vehicle anywhere, anytime, and pay no mind to any rule of society. ("Cross at the green and not in-between" HA!). If people dont value life, even their own, do you think they actually care about YOU? and I'm not prejudiced against any one or any group. I hate everyone, SO much easier! LOL |
Post# 175467 , Reply# 92   12/14/2006 at 16:45 (6,314 days old) by danemodsandy (The Bramford, Apt. 7-E)   |   | |
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"Pay minimum wage. Don't give benefits. No job security, no loyalty, no chance of moving up. Hire those who barely speak any language, let alone English. Hire anyone at all out of mis-driected fear of lawsuits. Lower your standards as a business until you have none." Yeah, I've often wondered when Corporate America is going to figure out that once they achieve all their cost-cutting goals, no one will be left who can afford their products. |
Post# 175890 , Reply# 94   12/15/2006 at 22:57 (6,313 days old) by sudsmaster (SF Bay Area, California)   |   | |
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If you check out the vintage Consumer Reports articles on clothes washers in the 50's available in the archives here, you'll see that CR takes pains to advise that a washer be purchased with consideration towards service and support from the local vendor. In these days of huge chain stores seilling "white goods" in large numbers, the term "local vendor" has little meaning any more. But it's still a very good idea to look at the service network available for the brand appliance you're considering. I think Maytag - despite all its product deisgn/mfg problems, has had a leg up on most of the competition when it comes to service and support. My Neptune 7500 required major repairs (motor, controller, drum support), but all were fixed relatively promptly with a minimum of confusion or unexpected delay. The service persons were well trained and professional. Best of all, since all those repairs some three years ago, most of which were with updated parts, the machine has been trouble-free. |
Post# 176458 , Reply# 95   12/18/2006 at 13:28 (6,310 days old) by peteski50 (New York)   |   | |
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I just had the machine fixed a short time ago or I hope it is. What a job to replace the boot. From a suggestion from another club member that sent me information from California their tech suggested that a washer be replaced behind the door latch as well. The repair tech did that and said that it was a good idea. When he first put the boot on we tested it and water was leaking from under the machine. He said he had to re do the job because the spring fell off from the back. I proceeded to help him put the boot back on and I actually sliced my finger on the side of the machine. (bad news) This was really a 2 person job. He finally got the new boot back on and put the machine back together. We retested and all seems to be resolved. I ran a normal wash cycle without clothes and all tested ok no leaks. Keep your fingers crossed for me. I have to run out but will do a regular wash load later. Total bill was $293.63. I am getting that faxed now for reimbursment. I will persue making further complaints later, I need to get all documentation together. Right now I have a splitting headache and need to chill. Thanks for all the support Peter |
Post# 176466 , Reply# 96   12/18/2006 at 14:28 (6,310 days old) by dadoes (TX, U.S. of A.)   |   | |
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Post# 176476 , Reply# 97   12/18/2006 at 15:17 (6,310 days old) by danemodsandy (The Bramford, Apt. 7-E)   |   | |
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Pete: I hope this is the beginning of the end of your troubles, and that you're re-imbursed soon. If you should ever need another combo machine, take a look at www.thorappliances.com.... They even have a 110v model: www.thorappliances.com/installati... Happier Holidays- |
Post# 176494 , Reply# 98   12/18/2006 at 17:59 (6,310 days old) by peteski50 (New York)   |   | |
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I am still running the machine - it did one load of wash and now I am drying it. So far so good. But it is hard to be positive. I just sent this letter to the supervisor at LG: I expect nothing but will also be sending stuff to the local consumer affairs anf LG CFO. I hope I get to do more of this tonight. Letter to Lauren: Hi Lauren, I wanted to let you know I just had my combo washer / dryer fixed a few hours ago. It was a very big job for the serviceman replacing the boot. I was pleased with A&E the service guy seemed to know more about the machine than the person from Eastside or Jimmys same day service. I just hope the problem will stay fixed. I am actually running a load of laundry as I am doing this email. So far so good. I probably will not know for a good few weeks if it is really fixed as I am not constantly running laundry. Also a friend of mine had sent me a suggestion from a LG tech from California suggesting that a washer be put behind the door latch to make the door seal tighter when it closes. I gave the suggestion to the tech from A&E. He did this in addition to replacing the boot. You may want to add this information to the fix it data base. I also want to let you know I appreciate your persistence, patience and help in this situation. I in no way have any issues with you however my experiences with LG and getting service have been so poor. I am not going to go into this again as I am sure you have all this on file. I am requesting you bring these issues to your higher up's. Issues at hand: Not enough service tech's knowing the product Next service people in general do not have enough knowledge of products Also services told me they do not want to deal with LG because they are difficult to deal with. Also complaints including LG doesn't let services stock parts. Example I waited 10 days just this time for part to arrive. At least if LG will not allow services to stock parts the parts should be shipped overnight. This 2 day shipment turned into 10 days. The same thing happened the last time when the door was shipped. Both times I spent nearly a month without a machine. I will not go further at this time with the many other hassles this caused me I believe I already gave you that information. I appreciate you escalating this to your superiors. Thank you for your assistance Peter Sternlieb |
Post# 176528 , Reply# 99   12/18/2006 at 20:18 (6,310 days old) by exploder321 ()   |   | |
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Lets cross our fingers and legs and hope it's fixed |
Post# 176572 , Reply# 100   12/18/2006 at 23:04 (6,310 days old) by peteski50 (New York)   |   | |
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To start with I prepared all the data collected and will send it to the local consumer protection tomorrow. Also I am sending a letter to Michael Ahn the CEO of LG. I will send all attached information to him also. I will attach a copy of the letter I am preparing for Mr Ahn: Dear Mr. Ahn, Please include anyone else this may concern. I want to let you know just how Unhappy I am with the fact I purchased from LG. I bought a washer dryer unit over 2 years ago and I will say the product is of high quality, however the service and the ability to obtain service is beyond being poor. I am attaching a copy of the chain of events that has occurred for me in the past 3 months. Plus the 2 bills I needed to pay up front to get service and await for reimbursement. Trying to get my washing machine repaired has been a second job for me. If you will read through the attached details you will see what mental anguish this has caused myself and not even to discuss the time taken from my personal life to resolve what should have been a simple issue. I want the public to know just what they are going to be in store for if they purchase a LG appliance and need repair. I am in the process of starting with the consumer protection and I will continue to move up the ladder until everyone knows how horrible it is to obtain service for a LG product. I was last dealing with a MS Lauren Mellies a LG supervisor who was as most corporative as possible and did as much as she could to help me. But under the circumstances with lack of technical support and poor servicing procedures I suffered immensely. Please read over my attached documentation. Thank you, Peter Sternlieb |
Post# 176579 , Reply# 101   12/18/2006 at 23:42 (6,310 days old) by oxydolfan1 ()   |   | |
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I'd add that "overall, the product is of high quality.....regrettably, I seem to have wound up with a defective unit..." Remember, the carrot AND the stick.... |
Post# 176607 , Reply# 102   12/19/2006 at 08:01 (6,309 days old) by paulg (My sweet home... Chicago)   |   | |
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My two cents: I'd say. "although it APPEARS that the product is of high quality... regrettably I wound up with a defective unit"... (If the unit had indeed been of high quality, it probably would not have broken - OR at least it would have responded to a repair attempt. Remember, pretty cabinets and trim don't always tell the tale on quality. Only your repairman knows for sure...) |
Post# 176680 , Reply# 103   12/19/2006 at 13:09 (6,309 days old) by sudsman ()   |   | |
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Even the repairman is NOT sure anymore !!! |
Post# 176703 , Reply# 104   12/19/2006 at 15:17 (6,309 days old) by peteski50 (New York)   |   | |
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I just got back from the post office and sent out information to my local consumer protection and I sent the information to the LG CEO Michael Aln (regristeres reciept) - I don't evpect to much to happen. I also just recieved a letter from supervisor Lauren and I am sure it won't go anywhere. Dear Mr. Sternlieb, Thank you for the e-mail, I am happy to know that the unit is operating properly at this point. I did speak to A & E yesterday and they informed me the tech was scheduled to repair the unit. I did also escalate the issues you mentioned to upper management for review and consideration. We always appreciate feedback so we can work to make service better for our customers. If you have any questions or concerns in the future, please do not hesitate to contact me. Thanks again, Fast Action! Best Service! Lauren Mellies Supervisor Customer Interactive Center LG Electronics (P) 800.243.0000 x 4994 (F) 256.542.5762 Well at least this part gives me a laugh Fast Action! Best Service! Lol Lol |
Post# 176805 , Reply# 105   12/19/2006 at 22:19 (6,309 days old) by toggleswitch (New York City, NY)   |   | |
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Post# 176901 , Reply# 106   12/20/2006 at 08:42 (6,308 days old) by paulg (My sweet home... Chicago)   |   | |
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The fact that they left the "fast action, best service" tag line on the e-mail to you is totally inconsiderate. They have ignored the content of your e-mail. This is like rubbing salt in the wounds. Tough customers deserve customized support, not cutesy cookie-cutter e-mails. I give them a very poor grade for support. |
Post# 176905 , Reply# 107   12/20/2006 at 08:54 (6,308 days old) by gansky1 (Omaha, The Home of the TV Dinner!)   |   | |
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I'm hearing similar stories about LG service and parts availability more and more but also know several people who have purchased LG appliances in the last few months. I hope they can get their issues worked out quickly or the retailers selling the units will start to feel the heat. Maybe that's what it will take to get the pressure on LG. Did they not pay attention to the Maytag Neptune chronology of events? I guess they weren't really around for that... |
Post# 177035 , Reply# 108   12/20/2006 at 23:08 (6,308 days old) by sudsmaster (SF Bay Area, California)   |   | |
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The Neptune saga was much different. Everyone seems to feel the LG is a well designed, well made machine, but with a very poor service and support network. The situation with the Neptune was almost the exact opposite. Maytag cut corners on design/mfg and the early machines (even the early 7500's) were plagued by technical glitches and outright mechanical failures. But the Maytag service and support network has always been top-notch, and I can personally attest to that. I might not be so calm, however, had I not had the foresight to purchase a seven year warranty. At three years, my Neptune had a spate of failures, all repaired under the extended warranty. Now at six years, it's been trouble-free. Knock on porcelain! |
Post# 177037 , Reply# 109   12/20/2006 at 23:16 (6,308 days old) by gansky1 (Omaha, The Home of the TV Dinner!)   |   | |
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I wasn't comparing the quality or design of the machines, I was thinking more along the lines of customer relations and support - which, in the beginning of the Neptune saga was less than top-notch. Reports abound of Maytag disclaiming responsibility for their poorly designed and built machines after the warranty period had expired which ultimately prompted consumers attempting to recover their losses with a class action suit. It sounds like unless LG scrambles to get things in order, they may be headed down the same reputation highway as Maytag.
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Post# 177637 , Reply# 110   12/23/2006 at 17:11 (6,305 days old) by peteski50 (New York)   |   | |
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I am probably awaiting for nothing but the letter I sent to the CEO of LG (Michael Ahn) was signed for 2 days ago because I just received the receipt back in the mail. Of cource I have heard nothing. But I am wondering if I will get any type of response. I have not done any more laundry either. I only did a test without clothes and 1 full load of laundry after the fix. I hope it is really fixed but at this point I don't even want to look at machine. I plan on doing laundry later this week. So I will see what the outcome will be. I also will have to await to see if the consumer protection contacts me. Thanks for listening Peter |
Post# 178119 , Reply# 111   12/25/2006 at 17:48 (6,303 days old) by sudsmaster (SF Bay Area, California)   |   | |
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Well, to be honest, Pete, again you point out a difference between the LG saga and the Neptune story. In your case, your machine is still under warranty and experiencing failures. But your main complaint seems to be with LG's support and service network, which appears to be dodgy at best. With the Neptune, the complaints were that Maytag was refusing to fix machines for free AFTER the factory warranty had expired. In that, Maytag was no different than hundreds of other manufacturers. In my opinion, while Maytag seriously erred in selling a machine with built-in flaws, it was also in the right for only fixing them during the warranty period. And to Maytag's credit, it did respond to complaints by offering free upgrade kits to those who experienced problems with the original machines. It kept this up for several years, which is far more than I've seen other mfg's do. And I don't think anyone seriously can claim that Maytag hasn't had a good domestic service and support network for their machines; certainly better than what LG seems to be capable of at this time. Has Whirlpool offered free after-warranty repairs or parts for the ill-fated Calypso? It all boils down to what CR was telling readers in the 50's: purchase a machine based not only on its performance, features, and price, but also on whether or not service and support is readily available locally. I knew Maytag had a good service and support network, and I also purchased a seven year (from time of purchase) extended warranty, just to hedge my bets. I'm glad I did, because the machine experienced multiple major failures after the standard warranty expired. I didn't exactly expect the local repair outfits to stock every part for the washer, and I wasn't all that surprised when I had to wait two weeks for a new motor and motor controller, although I wasn't exactly happy about it, either. But the service people always showed up on the day and in the time frame they promised, and when they got here they seemed to know exactly what they were doing. I guess we live in a disposable society, even when it comes to $1000 washing machines. Many mfg's seem to count on that, and figure that the consumer will simply junk an older washer when it fails and buy a new one. So why build in more longevity, or do more testing and redesign before the product release to uncover and prevent potential failures? I think also that the high cost of computerized machine controllers reflects their relative novelty, and the mfg's attempts to recover the R&D expenses that went into their creation. Just as with home computers, these will probably drop in price once they become the standard, when they don't have to be re-invented for every product line, and when the volume increases. |
Post# 178217 , Reply# 112   12/26/2006 at 11:15 (6,302 days old) by danemodsandy (The Bramford, Apt. 7-E)   |   | |
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"In my opinion, while Maytag seriously erred in selling a machine with built-in flaws, it was also in the right for only fixing them during the warranty period." I differ a little bit on this. It is my feeling that when a manufacturer offers a defective DESIGN, then there is an additional responsibility to resolve problems, over and above the warranty period. The reason is a legal precept called "warranty of merchantability". Basically, if someone buys a product, the law states that the consumer has an inherent right to expect that the product will do what such a product is commonly supposed to do. A radio should receive broadcasts, a clock should keep reasonably accurate time, and so on. In the case of Neptune, design flaws with such issues as control boards, wax motors, and door seals created problems far in excess of what should normally be expected with a washer. Unfortunately, the legal climate for consumer protection is not good nowadays; most such law now favours Big Business. Maytag's customers should, I feel, have been able to pick up the phone and complain to State and Federal consumer agencies, and Maytag should have been directed to fix the problem. In actual practise, the only real recourse consumers have is to take manufacturers to court. That's a lot more expensive than giving up and just buying a new product, which is just the way manufacturers want it. Ford sold me a car that had a defectively designed cooling system; leakage current from the electrical system created electrolysis problems that ruined the car's engine in only 66,000 miles. Ford had been making cars- and cooling systems- for nearly a CENTURY when they designed that horror. As a consumer, I had a right to expect that the cooling system was reasonably well-designed for its purpose. It was not. As we all know, American automakers- and many other manufacturers of hard goods- are in a lot of trouble. I feel that today's cheap, cost-cutting designs and lack of corporate integrity when a bad design is produced are a big part of the trouble. People can suck up a bad product or two, but after a while, they begin to look for products that are better-designed, and whose manufacturers treat them well. There's a REASON Toyota is poised to become the world's largest automaker; while Toyota is not perfect, they're doing a better job overall than other companies. GM has now upgraded its warranties to 5 years/100,000 miles. I think that some laws specifically addressing defects of design are long overdue, and that companies should be required to guarantee against such defects, particularly in the case of cars. A lot of cars nowadays have horrendous, design-based problems in the period between the time the warranty expires (3 years/36,000 miles for many American cars), and the time the car is paid for (5 to 6 years). Many Dodge Intrepids with the 2.7l engine fell into this category, breaking their timing chains at around 60,000 miles; many owners could not afford the $6,000-7,000 engine replacement required to repair their vehicles. They had no choice but to finish paying for cars they could not drive, if they wanted to keep their credit scores up. The ill-will generated by this far outweighs any cost-savings, I feel; Chrysler is cutting back production and dropping product lines these days, in response to falling sales. Word of shabby treatment has gotten around, it would seem. So, it's my feeling that American industry has been unaccountable for its cost-cutting, test-skimping ways far too long, and I hope that some change can be made before we lose our industrial base altogether. I'm willing to bet that the good people of Newton, Iowa rue the day Maytag tried to do an end-run around its responsibility for design problems. Corporate honchos saved some money and got their bonuses. A city whose citizens depended on the good judgement of those honchos is now in serious trouble. |
Post# 178556 , Reply# 113   12/27/2006 at 17:09 (6,301 days old) by peteski50 (New York)   |   | |
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I am washing actually my second load now today and so far so good. So this will make a total of 3 sucessful loads run without a leak. But I also received in the mail a reply from Westchester County Consumer Protection: stated RE: LG 201 James Record Road Huntsville AL 35824 To Peter Sternlieb Your complaint against the above named firm has been received by this department and assigned to Inspector Tony Venturino for review and investigation. We will see what happens. Peter |
Post# 180535 , Reply# 115   1/3/2007 at 19:22 (6,294 days old) by peteski50 (New York)   |   | |
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Post# 180552 , Reply# 116   1/3/2007 at 20:54 (6,294 days old) by oxydolfan1 ()   |   | |
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That is encouraging. It usually takes them a lot longer to get back to you at all.... |
Post# 181246 , Reply# 117   1/7/2007 at 00:14 (6,291 days old) by peteski50 (New York)   |   | |
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On Friday 1/5/07 I spoke to Tony Venturino from the local consumer protection. He explained that not to much could be done he has no other records about complaints from LG. He did tell me that he would check into getting some money back from the service contract for me. I did explain that the warrenty company did reimburse me. I said my biggest goal is to make LG look bad because of the service issues. He again explained he is trying to get in touch with LG but it is really the warrenty GE service that is responsible. He explained that I may also want to persue this with New York State consumer protection. I may contact them later this week. It's just like a no win situation. It is no wonder these big companies get away with this stuff. If only I could post all this where a lot of people read than LG would look bad and people will think twice before purchasing. BTW I did 2 loads of laundry successfully yesterday without a leak. (I still don't feel comfortable and probably never will.) Wouldn't most people feel the same way. Peter |
Post# 181286 , Reply# 118   1/7/2007 at 09:50 (6,290 days old) by sudsdudeshane ()   |   | |
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Ok...time to let this thread die. Robert asked us all if we can help out with bandwidth. We need to all participate in order to make this work. Have a great day! =) |
Post# 181294 , Reply# 119   1/7/2007 at 11:17 (6,290 days old) by exploder3211 ()   |   | |
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I think that was part of the other fourm and is no longer an issue as it was resolved |
Post# 181295 , Reply# 120   1/7/2007 at 11:47 (6,290 days old) by peteski50 (New York)   |   | |
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Post# 181299 , Reply# 121   1/7/2007 at 12:05 (6,290 days old) by sudsmaster (SF Bay Area, California)   |   | |
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Post# 181313 , Reply# 122   1/7/2007 at 12:39 (6,290 days old) by sudsman ()   |   | |
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The bandwith bandwagon had turned over and burned so get on with it! |
Post# 181354 , Reply# 124   1/7/2007 at 15:31 (6,290 days old) by peteski50 (New York)   |   | |
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Thank you Venus I am actually checking into some of these options. I did send this information to consumer reports a few weeks back heard nothing. I am thinking of going to eopenions but when I do a rating it will be a hard one due to the fact the products LG produces are of High quality but the service is below poor. So how do you rate that. Also this is a part time job I do not have the time to put so much time in even though I plan on persuing until I get some type of public acknowledgement and people become very aware before they purchase from LG I hope you and Austin and family are doing well Happy New Year Peter |
Post# 181402 , Reply# 126   1/7/2007 at 19:17 (6,290 days old) by peteski50 (New York)   |   | |
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Hi Shane, I perfectly respect the fact you own a LG and I am eager to hear about your positive experiences. Believe me I would highly rate my combo if I didn't have these service issues. And the fact that I do have below poor service is a very big factor. Believe me the past 3 1/2 months have been hell and this is like a part time job for me. A person can only take so much and I finally had it even before the last time the problem reoccured. Just last year I had it repaired twice. This year twice all 4 times for the same thing and dealing with 3 different service companies. Plus the fact this last time when the boot was replaced I had to tell the service guy that someone from California had spoke to a repair service and suggested to put a washer behind the door latch to keep it completly sealed and not leak. Would all these service people don't you think someone should have known to do this. And I still don't feel comfortable. Now can you or anyone else honestly tell me you would recommend this product if you went through this and all of the above. I am generally a person that will let something go but in this case I will persue to the end. Plus I have read nightmare stories about LG service in other forums. I am not the only one. But in spite of my feelings I am happy for you that you have had positive feedback dealing with LG. I wouldn't wish my experiences on anyone. Best Wishes Peter |
Post# 181472 , Reply# 128   1/7/2007 at 22:04 (6,290 days old) by oxydolfan1 ()   |   | |
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That's the "Asa Aarons" consumer segment, on Channel 4! |
Post# 181481 , Reply# 129   1/7/2007 at 22:24 (6,290 days old) by washoholic (San Antonio, TX)   |   | |
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Peteski50 wrote, “He again explained he is trying to get in touch with LG but it is really the warrenty GE service that is responsible.” Peter shouldn’t you really be mad at the GE Warranty Service? I’m sorry that all of this happened to you, and you yourself wrote, “When I do a rating it will be a hard one due to the fact the products LG produces are of High quality but the service is below poor.” Isn’t it GE Warranty Service that is poor? Like Shane, I own an LG TROMM Steam washer and dryer and I love them. It seems like they thought of everything when they build the washer. The pump even cycles on and off during the first drain to prevent suds lock. I love my LG dishwasher as well. There are 3 service providers in Austin and I’ve used 2 of them. One is excellent; one is Outstanding and the other I haven’t used. Maybe it does depend on your area? Or maybe GE Warranty Service sucks. Peter, after reading this “never ending thread” you’ve convinced me of the following: 1. I’ll never use GE Warranty Service. 2. I’ll continue to buy the high quality LG products that everyone loves. Again, I’m sorry that this happened to you and I hope it has a happy ending. I’m sure you’ll keep us posted. |
Post# 181486 , Reply# 131   1/7/2007 at 22:42 (6,290 days old) by sudsdudeshane ()   |   | |
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Hey Oxy! Asa Aarons is not my cousin.My cousin is Chris and he is a meteorologist. Sorry for the confusion! =) |
Post# 181499 , Reply# 135   1/7/2007 at 23:04 (6,290 days old) by washoholic (San Antonio, TX)   |   | |
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Shane, I don’t use bleach either, just the SANITARY Cycle. I use Tide w/ bleach power (Non-HE) for just about everything except things with oily stains. Then I use liquid Tide HE. Sometimes I use Gain Original Scent powder (Non-HE) just for the smell. I just started using the BABY WEAR Cycle w/ X-Rinse and Water Plus. It uses an hour and 10 minutes of gentle tumbling in the wash w/ a normal water level, spins between rinses and uses the highest water level for all four rinses. Extra Hot/Cold heats the wash water to 158F and Hot/Cold heats the wash to 113F which is safe for just about everything and great at getting out stains. The gentler tumbling allows for the use of little extra detergent (Even non-HE) without over sudsing. Peter, never give up and keep fighting the bad guy (GE Warranty). Jeff |
Post# 181518 , Reply# 137   1/8/2007 at 00:14 (6,290 days old) by washoholic (San Antonio, TX)   |   | |
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It doesn’t seem to be a problem using non-HE detergent in the TROMM as long as you use less. Mine’s a WM2688HNM in blue and yes, it’s stainless. Water Plus works in any cycle and adds about 2 or 3 gallons When you press and hold the WASH/RINSE and SOIL LEVEL buttons down at the same time during a cycle, it will display the water lever which is the 4th number in the second Colum (60 is empty and 24 is the highest water level). Shane, you’re right, the PERM PRESS is the most noticeable water level increase (Also, BULKY/LARGE and the rinses on BABY WEAR). Every rinse also has a higher water level than the wash. Jeff |
Post# 182715 , Reply# 138   1/12/2007 at 12:17 (6,285 days old) by peteski50 (New York)   |   | |
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Today I spoke to the FTC Federal Trade Commission and they stated that not to much could be done about my situation alone. They would need to have several complaints before they would look into these issues. The only thing I could encourage is if others have had problems with LG to call the FTC at 877-382-4357 and file a complaint and if a lot of complaints add up they may check into it. Also yesterday my local consumer protection contacted me and said they tried to get my warranty updated from GE services but they were unable to do so. They also told the consumer rep that they would fulfill my warranty but will no longer be picking up newer LG contracts. I will keep trying but not to much more can be done. Peter |
Post# 182746 , Reply# 140   1/12/2007 at 15:22 (6,285 days old) by peteski50 (New York)   |   | |
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Post# 184899 , Reply# 141   1/21/2007 at 23:51 (6,276 days old) by peteski50 (New York)   |   | |
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The consumer protection from New York State sent me forms to fill out the other day. I spent 2 hours filling out forms and documentation and sent it all out on 1/20/07. Again I don't know where it's going to go. I had already sent all the information to the local consumer protection in White Plains New York. Per their recommendation I esclated to New York State consumer protection. The other day I did 2 loads of laundry. In the 2nd rinse a few drops of water dribbled out of the bottom of the door. The 3rd rinse was no problem. I ran the machine through a short rinse and spin without clothes after that and their was no leak. I will be washing in a few more days and see what happens. I cannot call for the repair unless I see it leaking steady. I don't mean to be fanatic but I can't have this machine leaking at all. I live upstairs in a coop and could get sued. Plus this should not be happening it's 2 1/2 years old and don't get much use. This has been so mentally aggravating and draining that I am now considering just purging the machine and taking a lose if necessary. I will have to wait awhile to see what will happen next but I cannot take much more of this stress. And the biggest issue is I don't have the time to baby sit a washing machine. Thank you all for your support. Peter |
Post# 187967 , Reply# 142   2/1/2007 at 17:38 (6,265 days old) by revvinkevin (Tinseltown - Shakey Town - La-La Land)   |   | |
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Hello Peter (and all others), I just found this thread and have spend the last hour+ reading it. WOW… what a horror story!! That is enough to break even the most calm, positive person, I'm sorry to hear about all your difficulties! If I may offer my 2 or 3 cents worth..... if you have been to or found other forums like this, SPREAD THE WORD! Give a brief chronological listing of the problems, repairs, contacting LG, GE warranty, consumer groups, etc and list the FTC phone number and suggest to others they lodge their complaints too! As the FTC contact told you, they need more people to complain about the problem! On another note, here's a suggestion for you: I know you don't have the interest or the time to "baby-sit" your washer, or I if you even want to go to this trouble, but…. When new homes are built (here in CA anyway) and the laundry is upstairs, they place a "plastic drip pan" where the washer will go. This "drip pan" is large enough for the machine to sit in, is maybe 2 inches tall and is usually connected to a small (1") drain tube. OK, here's the suggestion: purchase one of those "drip pans" and install it under your washer (with the drain tube plugged, unless you can rig it somehow). You are probably way ahead of me but, this way IF (god forbid) your washer leaks again, the drip pan will catch it and save you from a lawsuit. Call it cheap insurance! I just did a quick Google search and found this on eBay (the link below). I hope this suggestion will give you peace of mind when you wash!! Good luck!!! Kevin CLICK HERE TO GO TO revvinkevin's LINK on eBay |
Post# 187976 , Reply# 143   2/1/2007 at 18:39 (6,265 days old) by peteski50 (New York)   |   | |
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Hi Kevin I did actually file a complaint with the FTC and they stated they need more complainers. I do encourage people to contact them with these problems. As for the drip pan I have no way to drain it and I cannot put a drain in the floor. Believe me I am doing everything I can to make LG look bad. Right now I havent had the problem except it did leak slightly about 2 weeks ago. Since than nothing. I need it to leak more consistantly for me to call the repair. I am still awaiting for the New York State consumer protection to contact me. Thanks again Peter |
Post# 190035 , Reply# 144   2/10/2007 at 22:24 (6,256 days old) by peteski50 (New York)   |   | |
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Post# 190101 , Reply# 145   2/11/2007 at 00:33 (6,256 days old) by oxydolfan1 ()   |   | |
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Yeah, but at least you're getting somewhere. |
Post# 190293 , Reply# 147   2/11/2007 at 18:35 (6,255 days old) by peteski50 (New York)   |   | |
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Post# 194080 , Reply# 148   2/28/2007 at 00:27 (6,239 days old) by peteski50 (New York)   |   | |
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Tonight I did a load of laundry. I noticed in the last rinse a few drops of water came out from the door. I was upset at first. After the machine finished I ran it through with no clothes on a rinse / spin on the delicate setting that uses more water. It did 2 rinses and a spin without a drop of water leaking. Than I ran it through a Speed wash rinse / spin with somewhat less water in the drum with more rapid movement and still not a drop. The only thing I can think of is the machine had a imbalance before the last rinse earlier and it did some internal shaking and some knocking occured in that spin before the last rinse when the dripping occured. This might have caused a few drops to leak in that last rinse. I cannot call for service under these circumstances. It needs to be a consistant leak. I just hope it don't start to leak again. (Whatever happened to those older Westinghouses) when you closed the door it was the tightest seal and Never a drop leaked out! Nothing is made that good any longer. Oh well I will have to keep monitoring the situation. Peter |
Post# 194088 , Reply# 149   2/28/2007 at 02:23 (6,239 days old) by sudsmaster (SF Bay Area, California)   |   | |
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Gee, I don't know, Pete. A couple three drops of water, intermittant... I'd get the drip tray and be done with the aggravation. It's not as if it's leaking from the outer tub, or the drain pump/hose, which would be major water damage. A few drops? Any vinyl flooring should be able to handle that no problem. Does the hinge need to be adjusted? I'd like to be more supportive but I suspect you've become so sensitized to the issue that you won't accept anything less than perfect. |
Post# 194091 , Reply# 150   2/28/2007 at 02:38 (6,238 days old) by sudsmaster (SF Bay Area, California)   |   | |
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Hey Pete, Just re-read the thread and learned that the door has been adjusted ("tightened") several times already, and that the machine is sitting on a wood floor, so I can understand the problem with even just a few drops per load. Still I wonder why a drip tray isn't a viable option. I also wonder if the leakage problem is confined to the combo units, due to the dry heat affecting the door/gasket seal, or if it's a problem with LG units in general. My Neptune only leaks if it's oversudsing and I open the door and sudsy water dribbles out. Since it's on vinyl, I don't give it much thought. I'm thinking a stacked Miele pair (if they will fit in your space) might be the best for you. |
Post# 194150 , Reply# 151   2/28/2007 at 10:21 (6,238 days old) by peteski50 (New York)   |   | |
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Hey Suds, A drip tray is not optional, I don't have a way to have it drain into anything. And no a few drops is not anything to speak of but once it starts it just keeps getting worse. I think the door design is poor anyway but thats besides the point. Like I said I tested the machine twice after the fact and not a drop came out that is why I am thinking that after it shakes a bit from a unbalanced spin it causes it to leak slightly in the next phase. I Hope I am correct. I can only tell over time. I still think this is part of a poor design but I can live with that. My problem was the constant dribbling from the bottom of the door probably because something was loose and or a boot problem. Both the door and the boot was replaced so if it contines than their is a defect in the machine design. I will not be able to determine more until I do more laundry probably at the end of next week. In one way I think more positively with the fact I tested it twice with no leaking. But in the back of my mind I still feel something could come loose and it may start to leak again. Peter |
Post# 194260 , Reply# 154   12/31/2069 at 18:00 (19,811 days old) by peteski50 (New York)   |   | |
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Hi Dan, I actually have complaints that were listed with my local consumer protection. I didn't get to far and they stated that my complaint is really with the warrenty company. But now over a month ago I listed my complaints with the New York state consumer affairs. They sent me a conformation 2 weeks ago but have not heard anything since than. I just have to wait. I really don't expect to move to far with this but at least I tried. Hi Austin, Their is not to many things I could put under the machine. I will not keep a machine that is leaking. Like I explained above I think it might have been due to the previous spin before the last rinse when a off balance condition could have caused this to happen (Or at least I hope that is what it was) Because when I tested it with no clothes after the fact nothing leaked. I am not giving up so fast but worse comes to worse I will replace the unit with another front load washer but not a combo. Their is no reliable combo that you can get satisfactory service from. As it is I do line drying for most of the clothes I wear. I only dry underware sox sheets towels and blankets. I would have to use the public apartment laundry here in the coop and or buy a portable dryer. And like I said I cannot call the service unless it starts to leak steadly. I have to wait and see as I won't be washing now until next week. Thanks all Peter |
Post# 194778 , Reply# 156   3/4/2007 at 00:09 (6,235 days old) by neptunebob (Pittsburgh, PA)   |   | |
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Pete, if the LG starts to leak again maybe you could use it as a very expensive dryer and get a portable washer like the Kenmores that roll up to the sink. I know, it's not really a good solution but that is what I might do in this desperate situation. As for a washer pan, I lived in an apartment with that had a stacked GE/frigidaire set and it had a pan where there was a hose that went into the wall. One day I opened the closet that contained the furnace and the tube just led nowhere!. So you probably don't really have to have to tube go anywhere, I mean my landlord just tried to hide it. Oh, just looked and Austin gave the same suggestion. |
Post# 199131 , Reply# 158   3/23/2007 at 11:00 (6,215 days old) by peteski50 (New York)   |   | |
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Yesterday I received a letter back from the New York State Consumer Protection. Basically they indicated that they will be closing my case. They received a letter back from the supervisor at LG that I was working with back in December. To try to make a long story short this letter stated that I was out of warranty with LG. And to try to quote this letter it stated that they had did as much as they possibly could for me by giving me assistance in obtaining qualified repair service people. In the letter she apologized for the fact that sometimes technicians do not diagnose certain problems correctly and this could result in multiple service calls. Given this information that LG is no longer responsible the analyst at consumer protection was closing my case. I called the consumer protection and spoke with the analyst and explained that I was told that if LG is not responsible than the warranty company (GE services) is responsible. She asked me to give her more information and I did. I was somewhat upset because I have mailed all the specs out to them. But I took the time and gave her the information and she stated she will check into this with the GE warranty service and get back to me. I still don't expect much from this but at least I am trying. Peter |
Post# 201175 , Reply# 160   4/4/2007 at 11:55 (6,203 days old) by peteski50 (New York)   |   | |
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I have noticed when running the machine lately that their is water comming from the bottom front of the machine not from the door. While I am told this can happen occasionally on a front loader I have been keeping a eye on it and it seems to be happening when the unit is spinning or just after spinning. Seems like something cam be loose? Even though it's not a lot of water it seems to be a little more water every time and now with almost most wash loads. At first it would only happen with a off balance. I called the GE service they will have A&E service call me. I was on the phone with GE services for almost one hour as the assistant was pleasant but had to look into a lot of information because I explained that the consumer protection had looked into this matter. She did explain that I am not entitled to a replacement under the lemon law but to be patient and this time I don't have to give A&E a check they authorized it for GE to pickup the call. So all I can do is sit and wait. Peter |
Post# 201177 , Reply# 161   4/4/2007 at 12:02 (6,203 days old) by peteski50 (New York)   |   | |
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Post# 201199 , Reply# 163   4/4/2007 at 15:54 (6,203 days old) by washendry (pinconning,mich)   |   | |
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Hi Peter, Wow, it took me awhile to get thru posts, what a pain in the ( ), I certainly hope you get your problems resolved, Kim |
Post# 201207 , Reply# 164   4/4/2007 at 17:59 (6,203 days old) by pumper (SE Wisconsin)   |   | |
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I would have "purged" it about 150 posts ago. Can you run it with an access panel off to see if it's leaking from a hose/pump or between the 2 halves of the outer tub? I would just give up and live with it. Take a yardstick and jam a towel under it each time you use it. And don't buy another LG appliance!
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Post# 201261 , Reply# 165   4/4/2007 at 22:23 (6,203 days old) by peteski50 (New York)   |   | |
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Yes it is so many posts. And their is really is no access panel. I don't want to live with a leaking machine because I live upstairs in a coop. I could be sued if it went downstairs. Even though this machine is 2 1/2 years old it has little use. It should be in top working order. If I didn't pay so much for it I would have got rid of it a long time ago. But I am supposed to have the service call me back and I will have to take it from their. Thanks for all the support Peter |
Post# 201362 , Reply# 166   4/5/2007 at 11:24 (6,202 days old) by peteski50 (New York)   |   | |
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I did not hear back from the repair service so I iniated a call myself. Seems to make a long story short they had no record of the supposed fax that was sent and they stated they do not service LG appliances. I called back GE services they said to choose a person of my own again. I called back my own A&E services. I explained the situation to the tech, and he explained it is probably the pump. He will come out next week to check it out. I spent 1 1/2 hours on the phone trying to clear up the mess. Well again more waiting and fustration. Peter |
Post# 203414 , Reply# 168   4/12/2007 at 15:16 (6,195 days old) by peteski50 (New York)   |   | |
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I had the service person here earlier. Result he tested the machine and found NO problem???? He did believe me and checked a few other things, but could not find a problem. Nothing at this time leaked? I explained that I have had enough and want rid of it anyway. I just got off the phone with the warrenty people I waited on hold over 30 minutes just to verify the fax I sent with the bill will be processed. This service call consumed my whole day. The service man said he will speak to his manager about buying the machine and to call him the middle of next week. He did say that the machine is of quality but I have a poor service contract. He also said LG will still not let any servicers stock parts. I explained that I would keep the machine if I could get a service contract through them. He said he would speak to his manager about that option also. I just feel enough is enough and it would be simpler and much quicker to use public laundries. I will later decide what kind of washer to get. As I stated in another post that all these machines have one issue or other. I did discuss the Frigidaire FL with him and he said that is probably the best way to go. I would have to live without a dryer. I just wish their was a combo made here in the USA that was reliable and I could get better service. Peter |
Post# 203430 , Reply# 169   4/12/2007 at 16:02 (6,195 days old) by westytoploader ()   |   | |
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Peter, like I mentioned before in another thread, here's your solution...it may not look pretty after it's done, but the door seal won't leak ever again! |
Post# 203436 , Reply# 170   4/12/2007 at 16:12 (6,195 days old) by peteski50 (New York)   |   | |
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Hi Austin, This time the water was comming from under the machine, I want rid of it because it is to time consuming for me to deal with it. Between making calls with this poor service contract and all. So if I can unload it I will. I am to busy to deal with something with cronic issues. And it's always something. Peter |
Post# 203437 , Reply# 171   4/12/2007 at 16:12 (6,195 days old) by toggleswitch (New York City, NY)   |   | |
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Well ya could put a gas undercounter dryer in the kitchen where your Equator combo was, and have a washer where the LG combo is, but you nixed that idea the last time I mentioned it as well.......... The gas line only needs to be extended about 6.5 feet (2 meters)from your stove/cooker. I'm sure that kitchen cabinet currently in the space won't be so bad in the spare room with a counter over it! (ducks and runs) When all things fail, change your expectations.... *LOL* |
Post# 203441 , Reply# 172   4/12/2007 at 16:29 (6,195 days old) by peteski50 (New York)   |   | |
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Hi Steve, Yes I could do that but I don't want to loose the cabinet. Mostly I just dry linens anyway like towels sheets and underwear. Most other laundry gets hungup. So maybe I will get a portable dryer for the kitchen. Like I said I wish Whirlpool or Frigidaire would make a combo. But you cant always get what you want! Peter |
Post# 203450 , Reply# 173   4/12/2007 at 17:10 (6,195 days old) by westytoploader ()   |   | |
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2 more days and it will have been up here 6 months straight! Woohoo! |
Post# 203540 , Reply# 174   4/12/2007 at 23:22 (6,195 days old) by laundryshark (Cedar Rapids, Iowa)   |   | |
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Is life still good here? Just wondering. *grins*--Laundry Shark |
Post# 203549 , Reply# 175   4/12/2007 at 23:51 (6,195 days old) by exploder3211 ()   |   | |
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I dunno.. I didn't want an LG cell phone (yes in part of petes washer woes) but it was the best one offerd to me as a free upgrade so i took it.. We will see |
Post# 205275 , Reply# 176   4/19/2007 at 22:46 (6,188 days old) by peteski50 (New York)   |   | |
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Post# 206282 , Reply# 177   4/25/2007 at 17:40 (6,182 days old) by peteski50 (New York)   |   | |
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Post# 206287 , Reply# 178   4/25/2007 at 18:23 (6,182 days old) by westytoploader ()   |   | |
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And here's the ad...very wise not to mention "the leak," IMHO. Keep us updated if you get any interest! |
Post# 206431 , Reply# 179   4/26/2007 at 07:25 (6,181 days old) by irishwashguy (Salem,Oregon.............A Capital City)   |   | |
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I also sold ia washer and dryer, and the people were happy to get it. I would like to give a piece of advice that you might find usefull. When you sell it, make the buyer sign a document that states that this is sold "as is" and keep a copy for yourself. That way, you COA (cover your butt). I did that when I sold my nightmare washer and dryer, and replaced them with Miele. I had a small problem with the light, and they took care of it. Maybe you could get a condencor washer/dryer stacked set. I love mine, and glad that the other is far behind me. I know what a drain, no pun intended, that it was for me, especially with something new that you expect to be trouble free. It felt nice seeing it go out the door, Good luck selling your unit,
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Post# 206456 , Reply# 180   4/26/2007 at 09:07 (6,181 days old) by exploder3211 ()   |   | |
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Ritchie Call me if you get a chance |
Post# 208967 , Reply# 181   5/8/2007 at 12:12 (6,169 days old) by peteski50 (New York)   |   | |
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Post# 208991 , Reply# 182   5/8/2007 at 14:13 (6,169 days old) by gadgetgary (Bristol,CT)   |   | |
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Post# 209009 , Reply# 183   5/8/2007 at 16:10 (6,169 days old) by peteski50 (New York)   |   | |
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Yes it is So sad and I have mixed feelings. But I know I did the best and smartest thing. I couldn't take the stress and had the very worst warrenty. I will take some time to chill out before making any decisions on a new purchase. As much as I like the Combo theory their doesn't seem to be much around to be able to get something reliable. But we will see. Peter |