LG problems and don't know what to do.

CassieDog_2

Purchased a LG direct drive washing machine July 2010, all was well apart from a niggling problem where the load was often imbalanced and wouldn't complete a spin that got progressively worse. I recently found out that LG had admitted there was a fault with certain machines when they first came out and if you made them aware they'd send an engineer out to replace the on-board computer, I duly did this at the end of June when every load of washing wasn't spinning and it was flashing up with this error.

Engineer comes out and says he'll order some parts and hopefully that should be the end of it. 4 week later, engineer returns and fits a new motor which apparently was the cause of the balancing problems. He finishes replacing the parts and puts it back together, spins the drum afterwards and it makes a horrible noise like he's left something into the machine (something similar to a bag of spanners going round in the drum). Before he leaves he doesn't outright admit that he's damaged my washing machine but says he'll write a report about this, send it back to LG and write the washing machine off. He made the whole replacement process sound so simple "LG will give you an uplift number to take to the retailer who will exchange your machine..."

I contacted LG CS a few days later to be told that the people we bought the machine from (independent company online) had ceased trading and it was no down to LG to replace or refund my washing machine. I sent them my proof of purchase which they received and was then told that they had no washing machines in stock at present to replace my machine with. I then asked for a refund to enable me to replace my washing machine myself, the person I spoke too said she'd put it through to head office to authorise. When I phoned the following day I was told I wouldn't need a refund because they had found a washing machine in stock to provide a direct replacement but I'd have to wait 13 days for it to be delivered.

Cue many phone calls, many different answers, speaking to many different people all that sit behind the LG customer service who don't seem to be able to do anything other than ferry information to various departments that don't speak to customers.

If you are still reading (sorry for the long post) this is my question... LG are now refusing to refund me the cost of the washing because we didn't buy the machine from them, they can't offer a replacement anymore and so I'm totally stuck. I've been without a machine for 2 weeks and still no resolution.

Somebody must know where I stand with regards to the fact the company I bought my washing machine from are no longer trading who is responsible for the replacement or ideally refund for a washing machine that was working silently Sunday evening and Monday afternoon after the engineer has visited it's broken and the balance problem isn't fixed.

I'm so frustrated that this company has such shocking customer services and not knowing where I stand it feels like I'm being walked all over.

Many thanks for anybody that can help.

wealdroam

Your statutory rights almost disappeared with the online retailer.

It would be extremely unlikely that the manufacturer will refund you.
After all, you didn't pay them any money.

Did you use a credit card to make this purchase?
If so, then Section 75 of the Consumer Credit Act 1974 may help you.
This makes the credit card company equally responsible with the retailer.

Have a read of MSE's Section 75 Refunds article, and then get in touch with your card company.

Edited to add:
The manufacturer is responsible for their warranty though.
Depending on the terms of the warranty, LG may need to provide a suitable alternative machine.

Zandoni

I'd say that LG are liable, they damaged your machine and they should put it right either by replacing it or giving you the money to buy another.

Presumably they wouldn't put you through to some sort of manager, other than that I would phone again and ask who you should complain too. I'd then write and ask them what they are going to do to resolve the problem.

If the answer is not satisfactory send another letter and tell them you will be persuing the matter through the small claims court.

vaio

^^ what he said, (assuming it was an LG rather than retailer engineer that damaged the machine)

CassieDog_2

When I phoned LG customer services they said they'd send an engineer. He arrived with LG plastered all over the van and he had LG embroidered on his shirt, going by his appearance he looked like he'd come directly from LG - he did also mention whilst he was here that before he became an engineer he did a spell in the call centres so I'm assuming he's from LG. Although LG have said they are not responsible for their engineers. I was even told that because of them not responsible for the engineers, LG are offering the replacement as a good will gesture. I nearly hit the roof.

Zandoni wrote: »

I'd say that LG are liable, they damaged your machine and they should put it right either by replacing it or giving you the money to buy another.

Presumably they wouldn't put you through to some sort of manager, other than that I would phone again and ask who you should complain too. I'd then write and ask them what they are going to do to resolve the problem.

If the answer is not satisfactory send another letter and tell them you will be persuing the matter through the small claims court.

I've only ever managed to speak to senior supervisors but I'm at the point where on Monday when I call I shall be demanding to speak to managers and want a resolution over the phone because they always say something on the phone, go off and come back with something different than they have previously stated. I wish I had the ability to record calls!

The trouble is I'm not sure I want a replacement machine now - so many problems and issues I think I'd rather buy a different brand and so I'd want a refund which at the beginning of the week seemed likely until I spoke to somebody different on a different day and said I couldn't.

wealdroam

You appeared to have missed that in post #2 I asked if you paid by credit card or not.

I believe this to be the only way you will get a refund... even then, not a full refund.

Did you read the MSE article I linked to earlier?

DVardysShadow

wealdroam wrote: »

Your statutory rights almost disappeared with the online retailer.

It would be extremely unlikely that the manufacturer will refund you.
After all, you didn't pay them any money.

Did you use a credit card to make this purchase?
If so, then Section 75 of the Consumer Credit Act 1974 may help you.
This makes the credit card company equally responsible with the retailer.

Have a read of MSE's Section 75 Refunds article, and then get in touch with your card company.

Edited to add:
The manufacturer is responsible for their warranty though.
Depending on the terms of the warranty, LG may need to provide a suitable alternative machine.

While I agree with the above, I would say that OP's rights in this case derive as substantially from the botched repair as from the purchase.

Hintza

Are they giving you a new machine or not? I've got lost.

CassieDog_2

wealdroam wrote: »

You appeared to have missed that in post #2 I asked if you paid by credit card or not.

I believe this to be the only way you will get a refund... even then, not a full refund.

Did you read the MSE article I linked to earlier?

No - paid by debit card.

I believe I'm entitled to a full refund - the washing machine has a 2 year warranty and the engineer damaged the machine still within the warranty period, it has since lapsed because of all the trouble I've had. I don't think morally I should settle for a partial refund - why on earth should I make up the full amount to buy a new machine when I didn't damage the machine?

Hintza wrote: »

Are they giving you a new machine or not? I've got lost.

No - they do not have any machines in stock for a direct replacement and now they don't want to give me a refund either. So I'm stuck until I can find out today what is going on.

wealdroam

CassieDog wrote: »

No - paid by debit card.

Oh dear... that's a shame.

CassieDog wrote: »

I believe I'm entitled to a full refund - the washing machine has a 2 year warranty and the engineer damaged the machine still within the warranty period, it has since lapsed because of all the trouble I've had. I don't think morally I should settle for a partial refund - why on earth should I make up the full amount to buy a new machine when I didn't damage the machine?

As I said earlier, you will not get a refund from LG, simply because you never paid them any money that they can refund to you.

You seemed to say earlier that LG were denying any responsibility for the action of the engineer who allegedly damaged the machine.
If that is the case, then you need to find out exactly who is responsible.
If LG contracted with this guy to attend to your machine, then I believe LG are responsible, even if he isn't an LG employee.

You need to force LG to take responsibility for both the engineer that they sent and for their warranty.

alistair.long

If the washing machine was within warranty when this fault happened then they should still have to fix it.
If the engineer made the fault then they should still have to fix it.

Phone them back and ask them what the engineer says about the fault before he left.
If the fault is repairable then the washing machine normally has a 5 year parts guarantee where all parts are free and labour is needed.
You therefore get them to fix it and then take them to court for the money they took off you as the problem occurred during the warranty period or by the engineer.
Simples