LG Electronics

I purchased a brand new LG refrigerator on 9/4/21 and it was delivered on 11/18/21. There was something wrong with the temperature (it wasn't cool enough), LG sent a technician to repair it. The result was that it was not repairable so a case was opened for a replacement.

The response from LG was slow and erroneous. I was told that I was not eligible for a replacement because the refrigerator was over a year old. This is not the case since I've only bought it for four months.

I've tried to reach out to LG through Facebook Messenger, text messages, and phone calls. When I called LG, the wait time was excruciating long. Two agents hung up on me. Two other agents gave me conflicting information.

I was so frustrated that I reached out to the store where I purchased the refrigerator for help (Best Buy).

It's been over 14 days and the case is still not resolved.

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I received a check from LG Electronics because my refrigerator broke and I went to cash the check on Saturday and the was no FUNDS ON THE ACCOUNT, this is penalized by Law given bad checks and in top.of that I call [protected] and the women that answer the phone was the worst customer service representative that I ever encountered she hung up the call like if I'm begun here for a free stuff. I paid for a product and got damaged and you send me a refund.

Hello,

I have been trying to get some answers about the status of my LG refrigerator that is not working properly. (the freezer drawer constantly frosts over)

Back in MID-OCTOBER my LG Refrigerator Model #LMWS27626S (which I purchased in JUNE 2021, see receipt attached) started accumulating frost in the freezer
I called in for warranty repair
- A technician (NOT an LG-trained tech, an "authorized tech") came to repair on Oct 19 +/-
- The technician opened and closed both refrigerator doors, took the temperature, did nothing else
- Technician said "I don't know what's wrong, call LG"
- His company incorrectly reported that my "unit was fixed" - it was not
I have tried numerous times to get an LG-TRAINED technician to come service and fix my fridge. I have so far not been able to do that.

STACI PRESTON, "Presidential Liaison | Voice of Customer" has emailed me a few times. She claimed she could not get a factory-trained tech anywhere near Brooklyn NY to come fix my refrigerator
On November 23rd, Staci wrote:
"I am going to submit your case for an Alternative Resolution ...Please allow 7-10 business days for a response from our Returns Authorization department to reach out to you with an offer"
On November 28th, I submitted the docs Staci requested (attached here and asked the following:
"Can you clarify please what is meant by "Alternative Resolution" and "an offer"? Am I to understand that repairing the problem is not in the cards?"
I received NO ANSWER to those questions (PS - it is now ELEVEN business days - no response from "Returns Authorization department")

On November 30th, Staci wrote:
"CNN211130489299 ... is the reference number for the case I submitted to the RA (defective returns) department. Please allow 5-7 days for the case to be reviewed."
Then on December 7th she wrote:
DRN211205291424 ...is the reference number for your case that is now in review by the RA department.
On the same day I responded
Can you give me an idea please of what they would be deciding? Is fixing my existing fridge still a possibility?
Staci did not reply
On December 8, I asked again:
"SECOND REQUEST - Please let me know what the "RA department" does exactly? Do they decide only refunds/replacements, or can they implement an actual repair by an LG-trained tech?"

And I have not received any answers to any of my questions

Can YOU help me? I just want my new fridge to work without the freezer constantly frosting up.
What does the RA department decide? Can my fridge be serviced by an LG-TRAINED technician?

Thank you - and FYI, I have tried to email "[protected]@lge.com" as indicated in other LG responses, but it bounced back as "no such user"

The compressor to our refrigerator broke. We called LG, Sept 14th, to request a repair as it was still under warranty. They scheduled an appointment with one of their contracted vendors. My husband ask for the companies phone number. He was told they didn't have it. The company never showed up. We found a local company, Premiere Appliances, that is also contracted with LG. Premiere diagnosed the broken compressor Sept 20th. LG just settled a class action suit regarding faulty compressors, they are aware of their faulty equipment. LG assured us they would send Premiere an authorization for the repair. By Oct 4th, almost three weeks from our initial call to LG, Premiere still had not received the authorization. I had called in upwards of twenty times asking what the delay was with the authorization. Most of the time I was told it was never actually submitted. Each time I called I was told it only took 2-3 days, however three weeks later it had not been sent. That same day, Oct 4th, an LG liaison to the president, Staci Preston, called my husband and assured him the authorization would be sent to Premiere for our scheduled appointment. She has since denied this conversation and I have requested that called be pulled and reviewed. She never answered my request. We paid for the repair out of necessity, we were buying copious amounts of ice every few days to keep our food from spoiling. Also, my husband is a 100% disabled veteran, it is not easy for him to access food from coolers for that amount of time. LG refused to reimburse the total amount of the repair. We paid 889.00 for the repair and they only refunded 640.00.

My LG refrigerator was only 13 months old when it stopped cooling. I initially contacted LG 50 days ago. Due to no service techs to work on my LG refrigerator, customer service has sent my case to the escalation department numerous times. I have not been able to speak to anyone with authority to process my ‘alternative solution'. I keep getting told to wait 7 more days. As per customer service, I was told LG keeps stalling my case for unknown reasons. Hmmm. Today I was told to wait 15 more days for escalation department to contact me! They do not call me nor do they answer their own customer service reps. I purchased LG - 24.5 Cu. Ft. French Door Refrigerator
with Wi-Fi - Stainless Steel
Model: LRFXS2503S from Best Buy. I paid $3000.00 and only got 13 months use out of it. Every appliance service company here in my hometown refuse to service LG (I understand why). Originally I wanted a simple repair, then replacement, now I'm seeking a refund due to delayed repairs.

11/17/21- Called LG for repair; said A&E would be there 11/19 to fix.
11/19- A&E never came bc LG NEVER called them. 43 minutes on phone with LG to have Case # for Scheduling Dept (3-5 day timeframe)
11/30- Called for refund. Terrible customer service; call dropped after HOUR AND 15 MINUTES.
11/30- Called again; 42 minutes. Couldn't help me without a claim number- NO ONE EVER TOLD ME I NEEDED ONE.
TERRIBLE PRODUCT- TERRIBLE CUSTOMER SERVICE.

Hi I had a replacement compressor which was under warranty and replaced with no problem by Cam at Journey Appliance in Victoria BC. In January we called Journey as our water/ice dispenser stopped working. We paid extra for the LG flat rate option and a replacement door was sent. The door was sealed with insulation so water could not flow to the dispenser. Another door was sent in March and it didn't fit. By this time Journey were frustrated to say the least, and justifiably so, as they were having to pay upfront for all replacement items and call out charges. I have contacted LG numerous times with promises and apologies but so far we have not moved forward. I sent an email to LG recently, as I thought it wise to try a variety of methods to communicate, with promises to reply as soon as possible. It is over 6 weeks and I still haven't heard back. I will be happy to supply you with further information including call out notes from Journey to substantiate the information I've supplied. My email [protected]@icloud.com [protected])
Looking forward to hearing from you, Sally

My family recently bought a new LG TV on Oct31 at Fortress HK, which was delivered to us on Nov2. We then discovered a scratch on the lower part of the screen on the seventh day after goods delivery. We went to Fortress Shop for product exchange on Nov8 and Fortress staff asked us to directly reach out to LG customer services, which sent a staff to check our TV on Nov10. We are so disappointed that the reply from LC customer services is that the warranty does not cover this. In fact, we just bought the new TV for a few days only and we even not yet sign up the warranty as Fortress suggested us to sign up after 10 days of product trial.

I have to say it's a defective product from LG company and I question why this company doesn't bear any responsibility of quality control and delivered this defective product to us. The whole process of following up with LG staff has been so unpleasant and frustrating as they just keep defying their responsibility by saying that the scratch was not caused by them. It is such an unfair situation to us. LG just defy and hardly bear any responsibility of their product quality.

The LG Dryer was delivered to me on October 4, 2021, service called scheduled for October 13 due to the dryer sounds like a lawn mower. The customer services rep could hear the noise over the phone. Jasmine (customer rep @ LG) did a video call to trouble shoot the problem. Tech came out took apart pulled on some wires. Noise level went down. No info given on the problem. I called again on 10/19 due to the same noise. Tech returned on 10/2: Technician took dryer apart and replaced an aluminum piece AND said he tied some wires together to stop the noise. Now the dryer doesn't dry clothes unless two dry cycles are completed. I tried a partial load of towels on normal, had to do two cycles to complete partial load of towels. One load @ 57 minutes and the second load 45 minutes. I completed a small load with lingerie and one ladies cotton top on perma press for 28 minutes. The top was as if I took out of the washer. The tech said he had no idea why the dryer was was making the noise and he thought the part he replaced would fix it. I would like the dryer to not sound like a lawn mower and replace with same type model that works and sounds like a dryer.

I have a less than 3 year old fridge that is not cooling . I've had 2 service providers come out and both have not been given autho to repair thr unit. I've called and have agreed to have my own person to come out and install the compressor, lg agreed to send me the parts and now are telling me no. I haven't had a fridge in a month the fridge cost me 3000 dollars lg is telling me that they aren't going to fix it or send me the parts to fix it myself! I need the parts sent to me asap.

In February of 2020 we purchased an LG Refrigerator and an LG Glass top range. 13 months past the purchase date the Refrigerator fan was extremely loud and the glass top on the range had a crack starting. First, I would like to say that this is my fourth glass top range and I have never had any issues with the ranges in the past. However, this is my first LG range. I have had an LG refrigerator in the past and not had issues.

Both of my appliances have extended warranties. When I contacted the store we purchased them from they sent out an appliance repair person. We were told that the nature of the refrigerator is to have a loud fan and he agreed that the glass top was probably installed improperly and that was the reason for the crack. Both LG and the the warranty company would not fix the problem. Fast forward 6 months. We have a 18 month old appliances that I HATE! The crack on my glass top has spread and when the fan in the fridge is running you can't hear the TV. Neither of these items were inexpensive and I am so disappointed, I will never purchase another LG product again! I have told friends that were recently looking for new appliances to stay away from LG.

I purchased an LG OLED65B7P on 7/30/2017 for about $3300. On 9/12/21, I turned the TV on and there was no display. I contacted LG and they provided a service center. The technician came out, diagnosed the problem as display computer board, and indicated that it is coupled with the display so both have to be replaced. The cost to repair, $2200, is more than purchasing a new one. He told me that LG had many problems with their displays on this model and had covered replacement. Although my set was no longer under warranty, he suggested contacting LG to find out if they would do anything. So I contacted them and later received an email indicating it was too far out of warranty. I contacted them again to no avail.
In retrospect, I would have purchased the warranty which would have covered 5 years. But even so, one would not expect a TV costing as much as this did, would last many times that. The rear projection TV (Hitachi) that this one replaced was 17 years old and still working as well as the day I purchased it. So I am writing this to inform people that you don't always get what you pay for. Since now I will have to purchase a new TV, it won't be LG. I hope I fare better with the LG washer I purchase several months ago.

My TV broke within months of ownership and is covered under the 1 year warranty. Additionally I purchased 3 extra years coverage THROUGH LG not from Best Buy.

Lg made me wait 2 months for a part to be delivered just to tell me after I waited that they do not have parts and that they can only get me a refund. They also argued that I do not have extended warranty and that it's with Best Buy. I argued countless times that I have Lg warranty and showed proof to Employee Shaza whom finally admitted she didn't even look into my case at all and literally stated she assumed I had no warranty!

I asked Shaza at least 10 times to speak to her supervisor and she has failed to do this and keeps answering for her supervisor instead by saying "this is what a supervisor will tell you" and she keeps saying I am mean and that she refuses to help me any further.

I bought a tv. It failed. You made me wait 2 months to tell me it can't be fixed. You then raised the price of my exact model by nearly $200 and are telling me I have to accept the refund check and can buy another one which is now $200 extra than my original paid price!

I bought this specific tv due to the 120fps it's capable of for our Xbox series x. The tv failed. Now I have to relinquish the tv to Lg AND pay $200 extra for a new one AND get to lose my 3 years warranty I paid for!

I want something done immediately about this. In the mean time. Shaza and employee nick canceled my case though I explicitly told them to keep it open and have email and texts to prove I told them this.

I purchased an LG oled tv in 2016 for $3000.
The screen is now permanently damaged do to image retention.
I called customer service and was told I would receive a onetime courtesy panel replacement if I paid for the labor cost.
The claim was then denied! I was lied to by customer service!
The company should not produce a product that costs $3000 for the consumer that only lasts for 4-5 years!
If the consumer knew this up front,
They would not buy the product!

In July I ordered a washer/dryer tower model WKEX200HBA, as a housewarming gift for our son from LG.com. The unit was delivered inoperable due to issues with the electrical panel on the back of the unit. The unit was never repaired by LG and LG vendors in the area did not want to provide an assessment or repair since they did not sell the unit. LG finally came to pick up the unit on October 22, and now for a broken unit that was delivered they want to give back 1/2 of the money for a tower that was never used. At least 10 tickets were entered with LG for assistance, however most of the tickets were closed with no correspondence/call/text with our son or us as the purchaser.

I would be ashamed to work for this company!

Bought the expensive oled lg tv in 17 and within 2 years had picture problems.
Contacted lg and they agreed to have the main board switched out. Seemed to correct the problem until I tried to stream apps from the internet. Netflix, Youtube tv, youtube, ect was blurry and lagging in decoding the signals. Called and talked with lg several times. At least 7 times. They had me reboot, reset, check internet, remove apps, reinstall, ect. Finally I got a IT guy come over and check it. He brought an NVIDIA shield tv to capture the apps and send the images to the tv thru the video feeds on the tv and they looked great and acted properly. I called again and told them it was the board and a tv issue with decoding the information from the apps. They said they would try and get me extended warrantee to repair it and call me back. After all the talk, no action. They denied the claim and said they would find a tech and I could pay for repairs. I told them I am done with LG

Purchased an Electric Range and Dishwasher on September 19, 2021.
After installation we noticed two of the rollers on the top rack of the dishwasher were broken. I've emailed customer service twice and called twice and spoke to two different customer service representatives. I've supplied all of the requested information asked for in the emails. Every time I've talked to someone, I've been told it is covered under warranty and would receive the parts to repair in 7-10 days. My last conversation was on the phone with a lady named Anne, that was on October 29, 2021. She told me that she was going to send the complete top rack to make sure we had the correct parts, because the previous person I had spoken with supposedly put in the wrong part number. It's been three weeks and I still have not received the parts I need to fix the issue.

I purchased this tv in 2018 and early in 2021 marks appeared all over the screen overnight.I contacted lg customer service and initially was told they could not do anything as the 12 month warranty was over.Pictures were sent to there technical department and after about four weeks I received a response.They said that my tv screen was faulty and was going to deteriorate.They told me it would cost £200 to replace the screen .They refused to pay for the repair stating over and over again that it was out of the 12 month warranty.They admitted the screen was faulty but refused to repair unless I paid.The tv cost nearly £2000.I expected more use out of this tv not just a couple of years as the price was so high.

My gas range would not heat up pass 100 degree. I spoke with the customer service and they arranged a tech service using a 3rd party. The tech guy couldn't fix and wanted to order a part to fix the problem with the control panel. It took over 2 months going back and forth without solving the problem. I got a text message from LG that they would issue a refund check and in order to this I needed to fill out a paperwork. As an initial step they asked to upload a copy of my receipt which I did about a month ago. I did not hear anything from them so I called them just yesterday waited 41 min to speak with a refund dept rep. I was told that I would get the paperwork by end of the day but I did not. I called again this morning to check the status and they did the same - transferring me to refund department - and I held more than 40 min. I wonder why the refund department is so busy. They said the paperwork hasn't been sent and the call got disconnected. This customer service is the worst I ever experienced. I can't believe that I'm wasting so much of my time due to inefficiency and questionable integrity of their business.

Phone hangs up every time I put it on speaker. Have gotten a replacement phone at the dealer. Still hangs up. Just cut out in the middle of an important phone interview. I want a new phone now. End of story. Tried everything. Get me a new phone now.

This phone has caused me so many troubles. It has has cut off, ended calls prematurely every time I put it on speaker. I work in mental health. Had a client who was threatening self harm (after hours) and my boss asked me to put the call on speaker and it cut off during a very vital point of the "talk down." it cut out. Client ran out of facility and was injured. My boss, obviously on call, relied upon me and my "working" cell phone to help facilitate this very, very stressful situation.

Whether or not this phone cuts out on me personally... Ok, that sucks and it should be fixed. But in a case of danger? Could we sue? Yes, you have a device that has acknowledged an issue, yet haven't asked all users to upgrade or offer a new phone. This is shameful. Almost like a car company who lets un unknowing driver drive with a defective vehicle. No difference. Replace my phone now with a unit that works or I will go public with my story and the inept way you have gone about the fact that you have a decective product, unnknown
Solution... Get it fixed or take it off the market. End of story.