When building our home * years ago, we researched kitchen equipment and opted to bundle...
GetHuman-jturton's Complaint issue with LG Electronics from June 2019
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The issue in GetHuman-jturton's own words
When building our home * years ago, we researched kitchen equipment and opted to bundle our four appliances (with a *-year extended warranty) with LG products. We noted at the time that the LG products were rated high because of their reliability. Specifically the large capacity refrigerator*freezer which had a life expectancy of **-** years. Well, Our LG side-by-side refrigerator failed on Monday, June **.... * years & * month after purchase. The original maintenance service provider, Sears made a service call on June ** and diagnosed that the compressor had failed. I called LG Customer Service and spoke with “Michael” to report our experience. He was polite and understanding, offered that LG would replace the compressor and pay for the part and labor to install. He gave me an authorization number, called a local service dealer who came on Wednesday, June **. I was not at home but my wife met with the service provider (A&A Service Center LLC) who verified that the compressor was broken and promptly billed her $*** for “anticipated” labor to install the part. He claimed that he must order the part and it would be another * days. When I returned home, I immediately called the service provider who argued that labor was not covered. Annoyed and disturbed he told me that he would return my wife’s check (she paid half down) and he refused to return to install the compressor. I called LG customer service that Wednesday to report the experience. I was told that LG would have to find another service provider which may take **-** hours, but that they would call me on Thursday **** with status. I called today, ****, and was informed by LG cus. svc. that no word had been given by their supervisors as to status. Michael transferred me to the “Executive Dept.” And I spoke with Jessica. She mechanically explained that they now have *-* days to obtain another service provider based on LG’s “expedited request” dated **** and that resultion date would now be WEDNESDAY JUNE **, * days after I reported this. I explained to Jessica that we have been without a refrigerator for * days now, losing all of our food in the freezer and refrigerator, and living with basic dairy products with packaged ice and a cooler. I asked if there was anything LG could do to expedite (like ordering the compressor for delivery, or offering a credit toward a new refrigerator..the compressor replacement cost is between $***-$*,***). Jessica claims there is nothing else that can be done. I asked to speak with her supervisor and she claims there is no one higher. Is this how LG handles it’s loyal customers? We will have to live without refrigeration for a minimum of * days? Makes us think about our future decisions for LG products!
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