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LG Has THE WORST customer service I've ever experienced in my life!
2 Months after purchasing a $500 42" TV it randomly died one day. after several grueling calls they finally sent out a technician. The technician said she knew what the problem was, and would return with the part. A week later she returned, only to figure out it doesn't work. She ordered another part, and 2 weeks later returned with the part. During this time I was assured by the Executive Customer Service Rep that should there still be any issues at this point, we would be able to go ahead and schedule for a replacement since we had passed the 30 day mark. The technician returned with the part, which got the TV up and running again, but now the TV makes a constant buzzing noise all the time. I called the same rep again, and he looked up the Model and assured me that yes, the unit should be silent and they would go ahead and send out the technician. I requested that at this point we follow up with the alternative of replacement, because the technician seems to be insufficient. He assured me that they would send out the technician, and should it require replacement we can follow up with that avenue following her visit. She stopped by our house (this is for the 4th time now), for less than a minute, and said she didn't know where the noise was coming from, or wasn't sure if it was supposed to make that noise or not. We, again, followed up with LG to let them know this, and asked that the replacement request be submitted. They let us know they'd follow up with the tech, and proceed. We didn't hear back for 3 days, so proceeded to follow up again - and this time were told that because she said it she wasn't sure, and that it might be a standard noise, that they would not replace the unit, nor take any further action. The Executive Rep went back on what he said about how the unit was NOT supposed to make any noise after being turned on - and also refused to acknowledge that he did indeed tell us we would be eligible for a replacement since the repair process had already long passed the 30 day mark.
We let him know we were unhappy with this, and that living with it isn't an option, as we are worried about it being a sign of something else wrong, and having the unit fail after the warranty is up. He told us they would no longer help us! When I asked for his supervisor he refused to connect me, saying that he was the supervisor and there were no supervisors above him.
This is his information, should anyone need direct contact - although I wouldn't plan on him sticking to his word.
Freddie McAdams
Executive Services Team
OFFICE : [protected]
FAX: [protected]
Email: fm.[protected]@lge.com
I am SO unhappy with the customer service, and am left with a faulty product. I was told to contact Sears again (although it's out of their warranty), and when I asked him why he was just pushing off their problem on someone else, he couldn't answer. He told me he would no longer assist us, and I let him know that I'm still unsatisfied and this is unacceptable, and he said he was done helping us.
This is unacceptable that I must live with their faulty product, and find it hard to believe that there is nothing further that can be done. I fully intend to follow up on this issue as much as possible, and highly suggest not to purchase ANY LG products. If you already own, you better hope nothing goes wrong with it!
The complaint has been investigated and resolved to the customer’s satisfaction.
LG customer service has to be one of the worst experiences I have ever had. I had to go through three calls each ranging from 35-48 min in length before I could have a repair call scheduled. There is such resistance when asking for help. The reps do not listen and often ask the same questions 3 times. I will never purchase an LG product ever again. LG you need to get this fixed.
My LG refrigerator is not getting fixed, customer service says, my local appliance center will get authorization for compressor...it's been 3 weeks...it may not be a compressor, diagnostic technician can't be authorized by LG for problem...only diagnostic by phone...my app says my refrigerator is working fine and registers 36 degrees while my thermometer reads 60 degrees...help, claim was filed before the refrigerator was a year old!
Anya
Were supposed to hear back an LG Supervisor with a resolution to our washer / dryer problem case # in 24 hours. It's been 48 hours now , no further communication yet.
I am disgusted with LG costomer service. Starting July, its now mid october. My top of the line LG top loader washing machine broke down showing a code. LG instructed me to contact a local appliance repair co. They came out to determine it was the motor. After that service call from the local appliance repair in San Diego they were to check there email for a parts request LG sent them. Long story longer, they got the wrong email address. It was me who had to follow up week after week calling LG to see that they in fact sent the email so I had them send it to me so I could also send the email to the appliance repair people. If only someone at LG customer service would have followed through as now it seems the appliance repair people SD appliance repair never checked the email and get the motor ordered. Every time the frustration from LG speaking to CS reps that have a difficulty understanding english all outsourced. Even with a supervisor no one followed through. My time I have wasterd on the phone the hours of getting angry. This washing maching boasted a ten year warrentee, what a joke! they push product based on warrentees and what good is it when they cant see to it an issue is taken care of. Upsetting as look up what the CEO takes home every year, millions yet keeps a thin work staff paid little. I just got off the phone with a philipina gal who promised me this would be taken care of, but then 15 or 20 other agents promised me bedfore. 4 months to date to get a motor installed!?. So discouraged! I gaurentee the CEO never hears about actual problems.
Signed, a very discouraged and upset customer.
Purchase based on track record and reputation, not a warrentee
San Diego, El Cajon James
DON'T BUY ANY LG PRODUCTS! Agree with all the horrible reviews. Service is abominable! I will never ever buy an LG product again! In my case, I bought an LG combo washer/dryer less than a year ago. It was a lemon or perhaps just a crappy product from Day 1. There was one problem after another. Service person was here fixing every 2-3 weeks. They said they would not replace it until they deemed not repairable. So, technically, they deemed it was always repairable even though they could only fix it for a day or two (at the most 3 weeks) before it had to be repaired again. Each time, I would have to take time off from work (lost money and time). And, once, the service person put on the inside hose backwards and the machine leaked! It ruined my floor and cracked my tiles and did damage. They never repaired the damaged and the insurance adjuster never called back. It's been a complete nightmare! I've lost numerous days in an attempt to get it fixed. It never gets fixed properly or for very long! And, I think (and like) the technician is capable, but the machine is such a lemon, there is only so much he can do. It's a waste of money, time, and energy! PLEASE DO YOURSELF A FAVOR...JUST DON'T BUY! (My sister had the same issue with her refrigerator. Had it a year and now has to replace. )
August 20, 2017, our 30 month old $900 LG front load washer started making a loud noise and began smoking. Fortunately we were home or it may have started a fire. We called LG to schedule a repair and were charged $285 for the house call. A very nice repairman came, diagnosed the problem and said he would return the following week to make the repair. Within a few days, he notified us that the parts were not available and on back order, and could not provide the parts for perhaps months. So, it was off to the laundromat and using neighbors washers. When LG failed to our complaint submitted numerous times to their website (a customer service rep is to call within 24 hours) we went to Pacific Sales in Best Buy San Diego. They spoke to an LG rep on our behalf and was told LG would contact us. That never happened. We have submitted our letter of complaint to Pacific Sales, which now says they cannot help that we must deal directly with LG. They said to contact LG in Alabama so we eventually spoke with a supervisor named Brenda at ext 10263, who said she would research the matter and call back. That call never happened. Yesterday after 48 minutes on with an LG rep and hearing the "your time is precious" recording every minute, the call was disconnected. No call back was received from the LG rep. On Oct 17, from Wendy we learned the necessary parts were to be received Oct 18 at the warehouse. We spoke with Wendy because Brenda was not available. Wendy said she would email Brenda and the repairman to provide an update. I had to speak with an LG out of warranty dept rep to make sure the extended warranty would still be in effect beyond the expiration date of 10/11/17, and it is. Now Oct 19, we were told we needed to call to schedule another appointment for the repair, since the parts are supposedly available. The LG rep said they only had two dates, Monday or Tuesday, nothing could be scheduled beyond those dates because they only work one week at a time. We won't be home because we are visiting a terminally ill family member, so needed to schedule beyond the available dates. The rep said she would try to see about other dates, would need to speak with a supervisor, and would call back. That call has not been made and we are still waiting. LG has never initiated a call to us for this situation which has been going on for two months now! LG has the worst customer service I have ever encountered! When speaking with them, they use their own company jargon which means nothing to a customer. Current status is that even though the parts are available, nothing can be scheduled more than one week out. No calls have been returned ever by Brenda, Wendy, or other rep we spoke to. So we wait! DO NOT EVERY BUY AN LG APPLIANCE AND EXPECT CUSTOMER SERVICE!
I purchased a 43 inch LG smart TV on May 2, 2017. I t have a problem that appears to be something flashing accross the bottom half of screen. I t is not on all channels but it
was taken to repair center twice without any improvement. Customer service is non existent. I asked for a replacement tv and I was told it would not happen, Best Buy was
not much better in their response. Is there something else a customer might do to get their attention?
Here is my email to LG regarding my refrigerator:
My wife and I bought an LG refrigerator in March 2015. Top of the line LGLFXC247265100. We have been very pleased with it until this week.
It stopped cooling. We did diagnostics with your team over the phone. Their instructions to make sure all doors were closed did not help with what was clearly a mechanical issue. The unit was not cooling.
We asked for service. It was going to take until Friday. I found someone locally, MASCO Appliance, certified LG repair company to come out.
Their diagnostics resulted in a failed compressor that needed to be replaced. 1.5 years old compressor. Systems fail and I get that.
The MASCO service technician was scheduled to come out today. When I called this morning for and estimated time I was told the compressor was back ordered until Nov. 7. Today is Oct. 21. Family, dogs and no fridge until Nov. 7.
When I called directly today, your team indicated there was nothing they could do. I elevated my concerns to Mr. Willie Sandifer at your offices in AL. He said he could only follow protocol and asked me to send all my information to him and someone would contact me within 3-4 business days.
My 89-year-old mother will be visiting me this weekend along with other family. Please read between the lines.
At this point I have no solution. No refrigerator. No service. I will not buy LG units in the future.
As the President & CEO of a Chamber of Commerce, I appreciate it when my investors let me know when I fall short of expectations. I do everything I can to make sure I fix the situation as quickly as possible and that it never happens again. Brand reputation and customer service are essential to success. I am relentless on this.
LG has fallen short on this. Not even close. Many hours into this at this point and multiple days.
You probably won’t respond to this, though I would. What I have learned from top executives over the years is that these are the opportunities to distance ourselves from the rest. I hope you finish strong.
Same EXACT issue. 1 1/2 years after purchasing brand new (same refigerator) our compressor failed as well. We are going over 2 months with no refrigerator and the part needed is backordered 2 more weeks out. Willy put in a request for a new refrigerator which I can guarantee will be rejected because LG doesn't care about their customers. NEVER EVER EVER PURCHASE ANYTHING LG!
Yes - same here. Their customer service is horrible! I did everything they asked of me to get a replacement and in the end they are now claiming since the model number is not on the receipt, that I can not get a refund. This has been dragging on for 4 months! Now anywhere and anywhere I can post it - I say ... NEVER, EVER BUY an LG product. NEVER! The break down and they will not honor the warranty.
I've had the same poor experience with LG on a new refrigerator model LSXS22423S that the fridge side would never reach a safe cool temp. Milk went bad in days. SEVEN SERVICE CALLS and they still refuse to replace this unrepairable fridge. Other revues for this fridge on line are mostly good but there are a few more who have had my exact same problem. So LG is aware of it and yet they make me jump through these hoops! This is inexcusable.
We purchased an LG stove in February of 2015. In October my wife lightly bumped her knee up against the left front as she was putting groceries on the counter. The door front shattered - first falling out on the right front and then all over. The LG Warranty says we have a 1 year full warranty to cover any defects in workmanship, however we have been informed that they will not cover it. It is readily apparent that the door glass was not glued to the right side of the door as there is no glue residue. After our first call they sent a repairman and when he showed up after nearly three weeks he came in thinking he was supposed to repair a heating issue, which of course had nothing to do with our problem. We ordered the stove thru our local Sears dealer and they have not been able to get LG to help either. We couldn't be any more upset and disgusted with the LG. We are right now waiting for a customer service representative to return out call - it has been two weeks since we last talked to them. You can bet we will never buy another LG product and will make sure the word of how badly we have been treated is passed on to everyone we hear might be interested in buy an LG product.
@Ladd Wimmer, what is your Fridges' model # ? I have a LTCS 24223W/03 that was installed 8-17-15. I t quit working on 9-16-15.Temps are at 55%.If there is this particular problem with the same model, there should be a class action lawsuit
I have had the same type of service with a regfrigerator. It was broken and not working for over a month with multiple visits by repair technicians. The support continues to tell me that I need call the repair technicians again. This is the 5th time the will have been out. I called the executive support line again and they said I need to continue going through their support process. Anything to avoid dealing with a defective product. I will never buy an LG product again
Next time, stay far away from any LG product. Lfe IS NOT Good with a LG product.