LG Washing Machine, 0800 Repair

[Deleted User]

Time for a vent...

Out-of-warranty repair on a 4 year old LG washing machine. Common job, pretty run of the mill, bearings wear all the time etc. Paid up front for a fixed price repair back on August 14th.

It's now November 26, three and a half months later, and we're in a worse position than when we started. We've had 9 appointments: two cancelled at short notice, one no-show, one where the engineer knew he didn't have the required parts, one that lasted 8 minutes and resulted in the diagnosis of another required part without any physical examination of the machine, and so on.

Engineer visited on Friday, and turned what was a usable machine into a completely unusable one: the first wash after the fix ended abruptly with the machine showing an "AE" error code, indicating an internal leak. A cycnic might suggest that had the engineer run a proper test on Friday that fault would've been picked up...

Another engineer visit today, problem diagnosed as a crack in the rear tub, leaking water. This is the second rear tub they've tried - the first didn't have the requisite bearing in it (allegedly), so they had to order another. That second one had a lead time of 6 - 8 weeks until subject access requests were mentioned.

Have now made those subject access requests of both 0800 Repair and LG UK, with a view to combining that data with our experiences and sending a written complaint to the directors of LG Electronics UK, copying trading standards, LG Electronics Europe and LG Corp, Seoul. Not that I think any of them will care, given what we've experienced so far. Promised calls don't happen, emails don't get replies.

Never witnessed customer service this shocking. LG UK's Facebook page shows a whopping 1.2/5 recommendation/review score, with many similar stories of appalling service.

Now weighing up whether or not to make a money claim for lost earnings due to time taken off for pointless appointments.

lil_mssleepyhead444

Hi
Im having the same issues with LG and 0800 repair at the moment, I have just opened up a case via resolver LG replied they still want to come out to repair machine even after multiple engineers visits they still do not know what is wrong with it.  When I contacted Citizens Advice they told me that hey could not advise me as I had gone through resolver which was a mediation service and told me the next step was court. Did you get your repair in the end?

martinskellum

Is anyone else having problems with obtaining Lg washing machine spare parts?
I have a three year old Lg washing machine (one year out of warrantee) and for a few weeks it was giving an intermittent error "OE" which means there is a problem with the drain part of the cycle, the guide book offers possible reasons but in the end it appeared to be a problem with the drain pump motor. I stripped the pump unit out to obtain the part numbers and searched the usual online supplies for a spare, non available? I contacted Lg customer services in order to obtain a replacement directly and they advised me that it was company policy not to supply parts directly to a customer so I asked for the name of a recommended supplier I could contact and again company policy, but they did state that for £140.00 they would gladly come out and fix the problem for me. I moved to Yorkshire in my early twenty's and have learned a lot about being careful with my money and so with previous Bosch washing machines I have managed to kept them going for years by replacing a simple pump, or motor, its not brain surgery. Why should I fork out £140.00 to replace a £10.00 motor or £30.00 pump assembly which I can do myself?
Looks like I will be going back to buying a Bosch washing machine next time. Does anyone want a three year old Lg washing machine going cheap but it not going Brrrrrr.
For the record Lg this is not what I consider customer service. Good job you don't make cars.

Spank

Have you tried e spares for the part,?

Jumblebumble

[Deleted User] said:

Time for a vent...

Out-of-warranty repair on a 4 year old LG washing machine. Common job, pretty run of the mill, bearings wear all the time etc. Paid up front for a fixed price repair back on August 14th.

It's now November 26, three and a half months later, and we're in a worse position than when we started. We've had 9 appointments: two cancelled at short notice, one no-show, one where the engineer knew he didn't have the required parts, one that lasted 8 minutes and resulted in the diagnosis of another required part without any physical examination of the machine, and so on.

Engineer visited on Friday, and turned what was a usable machine into a completely unusable one: the first wash after the fix ended abruptly with the machine showing an "AE" error code, indicating an internal leak. A cycnic might suggest that had the engineer run a proper test on Friday that fault would've been picked up...

Another engineer visit today, problem diagnosed as a crack in the rear tub, leaking water. This is the second rear tub they've tried - the first didn't have the requisite bearing in it (allegedly), so they had to order another. That second one had a lead time of 6 - 8 weeks until subject access requests were mentioned.

Have now made those subject access requests of both 0800 Repair and LG UK, with a view to combining that data with our experiences and sending a written complaint to the directors of LG Electronics UK, copying trading standards, LG Electronics Europe and LG Corp, Seoul. Not that I think any of them will care, given what we've experienced so far. Promised calls don't happen, emails don't get replies.

Never witnessed customer service this shocking. LG UK's Facebook page shows a whopping 1.2/5 recommendation/review score, with many similar stories of appalling service.

Now weighing up whether or not to make a money claim for lost earnings due to time taken off for pointless appointments.

Can you clarify if you booked the Repair with LG or with 0800 ?
If it was booked with 0800 then LG will probably not be interested in any gripes about a third party repairer
If it was booked by LG then 0800 may well not want to talk to you as you are not their customer
People will say they are too expensive but this lunacy s why I bought a Miele

shaun_from_Africa

Jumblebumble said:

Can you clarify if you booked the Repair with LG or with 0800 ?

This thread was dragged up from the depths of the forum by another poster and the post you have replied to was made close to 10 months ago so I doubt if the OP will see it.

[Deleted User]

OP has seen it ;-)
Our saga got worse before it got better. Another engineer visit, all apparently fixed, until the first wash tripped the fuse for the sockets in the house and left black marks on the part washed clothes in the machine.
Independent advice suggested the heating element hadn't been secured properly, the black marks were the result of the element being in contact with the drum, which caused the short tripping the electrics.

So after I-lost-count incompetent engineer visits, we had a machine more broken than it was before, not only that it was unsafe.

End result was a refund for the fee first paid for the out of warranty repair, £150 compensation from 0800 Repair, and a full refund from LG of the purchase price paid for the machine 4 years earlier (which wasn't bought direct from LG).  End to end it probably took the best part of five months.

Funny that LG have removed the "reviews" part of their Facebook site/profile... it's almost like they're embarrassed by the appalling service they provide.

Needless to say, the replacement machine we bought wasn't an LG!