About 8 years ago, we bought an LG washer and dryer. Recently, the washer's motor went out.
It is under warranty for 10 years. We looked up on LG's website two authorized service companies. We called them and both had appointments that were 2 to 3 weeks out. We couldn't wait that long.
We called a company who could do the work within a day or two and they diagnosed the problem as the direct drive motor. They ordered the part from sears, a reputable parts distributor. They replaced the part and I paid them for the part, labor, and service call. Then I called LG to initiate a reimbursement for just the part.
I wasn't expecting to be reimbursed for the service or labor. They told me that I should have contacted LG when we found out that the service wait time was unreasonable and without doing that they would not reimburse me for the part. They said they couldn't guarantee that the part was from an authorized parts warehouse and the work done wasn't done by an authorized repair company. They expected for us to have read the warranty info in the paperwork received with the appliance.
I am not even sure we have anymore, note, it was purchased 8 years ago. I went the round with the supervisor and she was adamant they would not cover the part. I then told her that this was not a requirement when my fridge compressor went out and I had to call for service (a non authorized repair company). I just called a repair guy and he gave me the proper paper work and receipt for the work and I turned it over to LG and got reimbursed.
I told her that I didn't understand the hypocrisy. To cover one situation and not the other is ridiculous. Again, she said LG would not cover the part because we did not call them directly when there was a problem with getting an authorized service guy to do the work. I asked if I could get this supervisors car, I wanted to keep it for 3 weeks and by the way, it was up to her to figure out how to get to work and back without it.
I said, if she had to she would most likely call and get a rental if it was that important to get to work and back. Well, I said waiting for a washer to be repaired and wait for 3 weeks was unacceptable just like me keeping her car for that long and expecting to live without it. She said that I should have read the warranty information before contacting anyone. I believe at this point that they are finding any loophole in their warranty so they don't have to cover repair costs even in the most unusual situation.
I would think no one would wait 3 weeks to get a major appliance fixed. With the outright attitude of the supervisor and her not willing to even discuss a compromise, they are not worthy of anyone's business or loyalty. My suggestion is don't buy LG appliances. They will find any way to get out of paying for things they should rightfully cover.
So we have made a decision to buy non LG appliances from now on. GE, Samsung, Kenmore, here we come and we look forward to a better experience.
Product or Service Mentioned: Lg Electronics Washing Machine Repair.
Reason of review: Warranty issue.
Monetary Loss: $200.
Preferred solution: Let the company propose a solution.
I didn't like: Customer service and attitude, Not honoring their warranty, That i was told i had to follow the warranty info in every way.