LG and AO leaving me with a washer dryer I can't use

Kellie87

I bought an LG washer dryer from AO and had it installed by them on 7th June. By 23rd June the machine was literally falling apart. The top of the machine was coming off and it was making an awful noise during the spin cycle. I reported this twice to LG online over the next 2 weeks with no response. Then during a half hour dry cycle it started giving off a burning smell so I switched it off. I phoned LG and they filled out an 'incident report' and sent an engineer round on 20th July, so almost a month after my initial complaint with no apology. The engineer came, spun the drum, screwed the top of the machine back on and said it's because we have a floating floor type which is not compatible with this machine. It is not safe to use. He tried to point this out in the user manual but failed to find it. It does say in there that suspended floor types may cause more vibrations, but certainly not that it can't be used. I have challenged both LG and AO on this. LG say that we need to change our floorboards for concrete floor! Until then they have closed our case. They couldn't answer why, when it doesn't state that in their literature. AO say that they don't have to state that this machine is not suitable for certain floor types when they sell it so it has not been mis-sold, and that if we had a different floor it would be fit for purpose. I really don't know where to go from here. LG have admitted that the machine has a direct drive rather then the traditional belt drive, and that it needs a solid concrete floor, surely this needs to be stated at time of sale? AO installed it for me so do they have responsibility there? I don't feel the engineer really looked at the machine at all, but LG say I would have to pay for an independent engineer if I want it looked at again. They also told me to put it on solid floor to test it. When I asked them how they just said they don't know. Any advice would be much appreciated. Thank you

Aylesbury_Duck

Kellie87 said:

I bought an LG washer dryer from AO and had it installed by them on 7th June. By 23rd June the machine was literally falling apart. The top of the machine was coming off and it was making an awful noise during the spin cycle. I reported this twice to LG online over the next 2 weeks with no response. Then during a half hour dry cycle it started giving off a burning smell so I switched it off. I phoned LG and they filled out an 'incident report' and sent an engineer round on 20th July, so almost a month after my initial complaint with no apology. The engineer came, spun the drum, screwed the top of the machine back on and said it's because we have a floating floor type which is not compatible with this machine. It is not safe to use. He tried to point this out in the user manual but failed to find it. It does say in there that suspended floor types may cause more vibrations, but certainly not that it can't be used. I have challenged both LG and AO on this. LG say that we need to change our floorboards for concrete floor! Until then they have closed our case. They couldn't answer why, when it doesn't state that in their literature. AO say that they don't have to state that this machine is not suitable for certain floor types when they sell it so it has not been mis-sold, and that if we had a different floor it would be fit for purpose. I really don't know where to go from here. LG have admitted that the machine has a direct drive rather then the traditional belt drive, and that it needs a solid concrete floor, surely this needs to be stated at time of sale? AO installed it for me so do they have responsibility there? I don't feel the engineer really looked at the machine at all, but LG say I would have to pay for an independent engineer if I want it looked at again. They also told me to put it on solid floor to test it. When I asked them how they just said they don't know. Any advice would be much appreciated. Thank you

So it's not faulty, but it's not fit for the purpose you need.  I don't agree it was mis-sold, because presumably you didn't ask for a machine compatible with a floating floor?

There are a few things you can try before you do anything else.  Firstly, is the floor completely level and if not, is the machine levelled on the floor using the adjustable feet?  Secondly, are you overloading the machine?  Too much mass will cause excessive vibration.  Thirdly (and an obvious one, but worth checking) - did the installer remove the transit bolts that allow the drum to be dampened by its springs or dampers?  

Kellie87

Aylesbury_Duck said:

So it's not faulty, but it's not fit for the purpose you need.  I don't agree it was mis-sold, because presumably you didn't ask for a machine compatible with a floating floor?

There are a few things you can try before you do anything else.  Firstly, is the floor completely level and if not, is the machine levelled on the floor using the adjustable feet?  Secondly, are you overloading the machine?  Too much mass will cause excessive vibration.  Thirdly (and an obvious one, but worth checking) - did the installer remove the transit bolts that allow the drum to be dampened by its springs or dampers?  

Hi,
Thank you for replying.
No I didn't know there were washing machines not compatible with floating floors. We have lived here for 30 years and never had this issue.
So the floor is level, I did ask the engineer if it could be the levelling of the feet. He refused to even look! My other half has looked though and they are level. No we are not overloading the machine.The vibrations happen even when the machine is empty. The transit bolts are definitely removed. 

Aylesbury_Duck

Kellie87 said:

Aylesbury_Duck said:

So it's not faulty, but it's not fit for the purpose you need.  I don't agree it was mis-sold, because presumably you didn't ask for a machine compatible with a floating floor?

There are a few things you can try before you do anything else.  Firstly, is the floor completely level and if not, is the machine levelled on the floor using the adjustable feet?  Secondly, are you overloading the machine?  Too much mass will cause excessive vibration.  Thirdly (and an obvious one, but worth checking) - did the installer remove the transit bolts that allow the drum to be dampened by its springs or dampers?  

Hi,
Thank you for replying.
No I didn't know there were washing machines not compatible with floating floors. We have lived here for 30 years and never had this issue.
So the floor is level, I did ask the engineer if it could be the levelling of the feet. He refused to even look! My other half has looked though and they are level. No we are not overloading the machine.The vibrations happen even when the machine is empty. The transit bolts are definitely removed. 

That doesn't sound right.  If the machine vibrates even when empty I'm not convinced the flooring is anything to do with it.  I can understand how a solid floor is a better base for any machine but it really shouldn't be shaking itself to bits when run empty!

I suspect there might be an inherent imbalance somewhere - perhaps something not tensioned or centred properly.  I'd get an independent inspection done and see what it says.  If there is an inherent problem then AO have to act.

Kellie87

Aylesbury_Duck said:

That doesn't sound right.  If the machine vibrates even when empty I'm not convinced the flooring is anything to do with it.  I can understand how a solid floor is a better base for any machine but it really shouldn't be shaking itself to bits when run empty!

I suspect there might be an inherent imbalance somewhere - perhaps something not tensioned or centred properly.  I'd get an independent inspection done and see what it says.  If there is an inherent problem then AO have to act.

That's what I thought. It's so frustrating. I directly asked the LG engineer to look properly but he point blank refused. Now we've had to go and buy a 'cheap' washing machine to keep us going, and now we'll have to pay for an engineer too. The only thing i'm worried about is will the engineer be able to test it properly without a solid floor, and if he can will AO or LG accept the report if it is still going to be on the same flooring? So would it end up being a waste of money anyway?

Aylesbury_Duck

If there is a fault, you would be able to include the cost of the inspection in your resolution with AO.
Yes, they can test it properly in your setting.  Worst case scenario, take it outside on an extension lead and run it on a paving slab patio or driveway.

born_again

Try lower spin speeds.

Kellie87

born_again said:

Try lower spin speeds.

Hi, 
We have been using it on the 800 spin even though its a 1400 machine. It still goes crazy! 

powerful_Rogue

Did AO tell you to contact LG, or did you just contact LG first?

m-holland

Was it definitely AO that installed it, I had to buy a new washing machine from AO the month before and they werent doing installs then due to COVID

Ectophile

It sounds like you may need to get an independent washing machine repairer out to look at it, to find out what's really wrong.

If it turns out that the machine really is faulty, claim the cost of the inspection back from AO.