Lg 5811 Dishwasher / sump dead/no help from lg
Where do I start? First off my experience with LG corporation has caused me to shout it out loud to avoid this company at all costs and don't be fooled by their clever advertisments and flashy looking products. The quaility is not there. The customer service is not there and the compasion towards the consumer is non-exisitant. The story starts off with a purchase of a new LG dishwasher 5811 in April 2006 (installed and in use by July of the same year due to renovation). From July 06 to April 08 the DW seemed to operate good. It was quiet and seemed to clean pretty well. We had noticed strainge noises and occasional leaks that we assumed were from wet dishes being placed inside the machine. Later we would find out that this make had LOTS of problems. In late April 08 the machine stopped working and an "LE" code came up on the display. We contacted the "GE Warrenty" people who had our 4 year ESP extended warrenty thru Home Depot. On May 8th a service tech took a look at the machine and stated that the motor is "gone". May 24th another tech returned to install the new motor and stated that no seals were ordered. He went online to "LG to order a "sump assembly" and found that this part is no longer made due to a manufacturer defect. I was told that the first 6 months of 2006 model 5811 were ALL bad sump issues. Basicly what I was told is that there IS no sump part for my machine because it was internally redesigned and no such part exists. Funny because LG never sent along a recall notice to my home. The tech in turned stated that LG will probably replace the dishwasher. I received a call on the 27th from the tech stating that LG will replace the machine due to the unavailable part. This is where a good company would have ended this story, but we are talking about the LG corporation. Between June 2nd and June 14th 3 separate faxes were sent to different numbers provided by LG. On June 14th I spoke with Nacretia Lawton [protected] in Alabama that a 4th. fax was sent and what was the problem. I had to contact tem to get confirmation of receipt of the paperwork. She stated to me that they needed 24 to 48 hours on a "resolution" in the case of my dead dishwasher. On June 17th Ms Layton called and stated they will do a "pro-rated buyback" and not replace it. Now let me put this in prospective: $700 dishwasher dead in 21 months of use on a machine that they KNEW is faulty and defective and they want the consumer to shoulder the expense...ahh no. After having a long conversation with Ms Layton from LG and her supervisor it was obvious that a pro-rated buyback was the only way LG was going to resolve this. I felt that their offer of $560 was not acceptable when you take into accout the cost of the machine $700, the cost of delivery $50, the cost of the extended warrenty that by the way dies with the machine $89, and the cost of the plummer to install rate of $65 per hour then you can understand why $560 is not accepatble on LG junk. Now in the meantime wit alot of interenet research I found I was not alone. Hundreds of simular stories with people getting screwd by LG. I decided afer reading some of these to stop at the place wher I bought all of my appliances Home Depot. After copying all of the internet complaints and carefully recording in writing my conversations with LG I brought my case to the manager of HD. He was really listening to what I had to say which is more than what LG was doing. He said he would have a result within 12 hours. In the meantime, Ms. Lawton from LG calls and states on my machine that SHE needs an answer by 5 pm that day or SHE is closing the case. So, remeber they needed "24 to 48 hours" to make a descision on what THEY were going to do. Now they want me to give mine in less that 3 hours. Well, I placed a call to the supervisor and put her on notice that i needed more time. In the meantime a day goes by and the mgr at Home Depot is telling me to contact Ms. Layton because they will replace the machine one for one. I get home and call her and she denies ever speaking with anyone from Home Depot. A call was placed back to the mgr of HD and he is confussed about the whole situation. I told hime that maybe better luck with the warrenty people was the way to go. I then receive a call on my answering machine that if I didn't contact them "today by 5 pm" that she was canceling my case and this time she was mean about it. I heard from Home Depot that they will replace the machine with a GE version and this would be the end to it. I appologize fro the length of the letter but the only thing I can suggest if you own one of these LG dishwashers is to get rid of it fast...junk junk junk! I found pleading my case in person at HomeDepot to be the best way to resolve it. Remember the squeeky wheel gets the grease...so don't give up...thats what they expect from us.
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