We live in Maui/Hawaii and have a LG French Door Refrigerator LFXC24726 bought at Lowe's Maui for $2,373 in November 2015.
On January 22, 2019 we noticed that our fully-filled fridge was no longer cooling and the frozen food was thawed even though the compressor was running. We contacted LG Customer Service by phone. Our device has a Smart Diagnosis feature that allowed us to transfer the device's data via Smartphone to LG person while we were talking to him. After evaluating this data, the Customer Service employee informed us that we had opened the refrigerator door 26 times within the past 24 hours (absolutely not correct) and that the appliance would therefore no longer work!!!
To solve the problem, he asked us to open and close the freezer door three times in a row. We were surprised that he didn’t ask us to additionally wear a red hat, jump on our left leg, sing Hallelujah and make a selfie of ourselves. After 6 hours of waiting, we were supposed to get back to LG if the device didn't work - and the device didn't work (!) and we called LG again.
Shortly after the phone conversation we got this email from LG Customer Service: "because sealed system is actually dificult to repair it might take a little longer to get the unit fixed. to help get your unit repaired as quickly as possible,heres what i can do... im going to ship 2 commonly used parts directly to your home so that the tech will have them at
the time of their visit. PARTS WILL BE SENDING: compressor 1, drier 1"
When we called on January 23rd when we could expect the repair, we were told that LG would first have to find a "third party" on Maui to carry out the repair, the Customer Service department would have 3 - 5 days to do so. We were stunned, because it is a 3 years and 2 1/2 months old unit, whose compressor must not break after 3 years and that's why LG has a 10 year warranty on it. We live here on a small island in the middle of the Pacific Ocean with only 100.000 inhabitants, but still: After this LG appliance was sold a hundred times at Lowe's and one or the other (maybe already many) LG refrigerator has surely needed a repair service already, there will probably be a LG cooperation partner on island! By the way, LG categorically refused to provide a smaller rental unit.
On 25 January we received this email from LG: "We regret to inform you that we were unsuccessful in locating a Servicer and will need to escalate to our Resolutions department. Please upload a copy of your Proof of Purchase (Receipt) ... they will promptly review."
On 26 January (Saturday) we sent LG the Proof of Purchase.
On 28 January (Monday) we called LG again. We learned that the Resolution Department has just received the case for processing and now has again! 5! more days to process it.
It is certainly not necessary that we express our annoyance about this absolutely unacceptable, actually even customer contemptuous "service" of LG and that this will be our first and last LG device.
We will report here on how this matter is developing.
Product or Service Mentioned: Lg Electronics Lfxc24726 Refrigerator.
Reason of review: Bad quality.
Preferred solution: Deliver product or service ordered.