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LG and the saga of the washing machine.
digitaltoast
Posts: 403 Forumite
Just a rant really, in case you were wondering why everything is so expensive...
So we bought this expensive new direct drive washing machine.
When it came to my turn to do a wash (truly a modern man!) I noticed a bloody great big 2cm gap at the top of the drum, whereas the bottom was totally flush with the rubber seal.
This didn't look right - a stray sock or something could easily get in there, I thought. Plus the drum looked off-centre.
So I rang LG, just to check if this was normal. They spoke to head office, and someone called me back.
"No, that doesn't sound right at all", they said.
Then I got a call from Comet's engineer, who took a look at it, poked around, said "I've never seen anything like this before".
He made a phone call. "Yes, yes, about 2-3cm, yes, OK!", hung up and slapped a "beyond economical repair" note on our one month old machine and said to call to arrange a replacement.
A week later we had a new washing machine. Except this time, a laminated card came with it (not with the previous machine), saying "the gap at the top of the drum is larger than at the bottom. This is normal". And yes, the replacement has a gap (although no-where near as large as the previous machine).
So, consider this: The machine and card itself that came in the packaging must have been printed ages ago, presumably after calls like mine.
The RRP of the machine is the best part of £900 (although we paid nothing like that), then there's the cost of an engineer doing an 80 mile round trip, plus the cost of a new machine and taking the old one away.
But not one person at any stage knew about this intended gap. So although it only wasted about an hour of my time, it must have cost them quite a bit to deal with something that actually wasn't a problem at all.
Is it just me, or does that all not seem a bit daft that it must have passed through so many stages?
So we bought this expensive new direct drive washing machine.
When it came to my turn to do a wash (truly a modern man!) I noticed a bloody great big 2cm gap at the top of the drum, whereas the bottom was totally flush with the rubber seal.
This didn't look right - a stray sock or something could easily get in there, I thought. Plus the drum looked off-centre.
So I rang LG, just to check if this was normal. They spoke to head office, and someone called me back.
"No, that doesn't sound right at all", they said.
Then I got a call from Comet's engineer, who took a look at it, poked around, said "I've never seen anything like this before".
He made a phone call. "Yes, yes, about 2-3cm, yes, OK!", hung up and slapped a "beyond economical repair" note on our one month old machine and said to call to arrange a replacement.
A week later we had a new washing machine. Except this time, a laminated card came with it (not with the previous machine), saying "the gap at the top of the drum is larger than at the bottom. This is normal". And yes, the replacement has a gap (although no-where near as large as the previous machine).
So, consider this: The machine and card itself that came in the packaging must have been printed ages ago, presumably after calls like mine.
The RRP of the machine is the best part of £900 (although we paid nothing like that), then there's the cost of an engineer doing an 80 mile round trip, plus the cost of a new machine and taking the old one away.
But not one person at any stage knew about this intended gap. So although it only wasted about an hour of my time, it must have cost them quite a bit to deal with something that actually wasn't a problem at all.
Is it just me, or does that all not seem a bit daft that it must have passed through so many stages?
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Comments
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I think we may have the same washer. I have the card. It came with a sucker so I stuck it to the side of the machine. It says that the machine has a different system and structure. It says that the gap length is normally 17.5mm - and there's a diagram that says the gap between the door seal and inner drum is 15-20mm.
I got my machine is July or August last year and got the laminated card with it.
Did your machine work okay? Seems a bit daft if they don't know how there machine's are made. I've never noticed the gap, and I can't get a look at it as the machine is on at the moment.0 -
I think we may have the same washer. I have the card. It came with a sucker so I stuck it to the side of the machine. It says that the machine has a different system and structure. It says that the gap length is normally 17.5mm - and there's a diagram that says the gap between the door seal and inner drum is 15-20mm.
I got my machine is July or August last year and got the laminated card with it.
Did your machine work okay? Seems a bit daft if they don't know how there machine's are made. I've never noticed the gap, and I can't get a look at it as the machine is on at the moment.
Yes, that's the card. But wasn't with first machine. So they knew about it LAST JULY?! And yet no-one knew?? Crazy! And yes, the machine was working fine. My only concern was that the gap was so large a stray sock could easily fly up into it and get into the workings.
All I did was make a phone call to ask if this was normal. Never imagined they'd be swapping out a whole machine over...nothing!0 -
Yep. I definitely got the card with the machine then. Madness. Maybe you were the first to query it? As I said I got the card but never noticed that bit. I just stuck it to the side of the machine for future reference.0
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Yep. I definitely got the card with the machine then. Madness. Maybe you were the first to query it? As I said I got the card but never noticed that bit. I just stuck it to the side of the machine for future reference.
Well, coming from an engineering background and having worked in a garage before I became a geek, anything tilting and off-centre catches my eye!
As I say, all I did was ask "Is this normal"? The card would have helped. It's not the lack of card with the first machine that bothers me, it's the fact that NOT ONE PERSON knew that the tilt/gap was normal!0
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