LG faulty item still within 12 months warranty

1Goldsworthy

I contacted LG on 28/10/24 to report a fault with our washing machine following it stopping mid wash and an error code appearing (still within 12 months warranty). I was reassured the matter would be dealt with promptly but this has not been the case.

Below is a timeline of events

27/10/24 - washer stops working mid cycle and error message appears

28/10/24 - LG notified

02/11/24 - LG order parts (unclear why this was delayed by 5 days)

13/11/24 - Technician comes to replace the non working part. Issue not resolved as the washer requires a replacement 'Main Control Board' not a locking mechanism for the door.

Throughout this period both myself and my husband contacted LG on almost a daily basis to request an update and request the matter is resolved as quickly as possible. On 12/11/24 I contacted LG and was informed that as per consumer rights I would be entitled to a replacement on day 14, I was informed we were at day 13 so I would need to contact again the following day. On 13/11/24 I contacted LG who changed their position and retracted this statement. As a result I went into the Curry's store (where the item was purchased) and requested assistance to have the matter resolved.

A rep from Curry’s was extremely helpful   and spoke to a LG representative on the telephone and was assured that as part of our Consumer Rights we would be issued with the uplift number (approval for a replacement) by 16/11/24 (14 days after the parts were ordered on 2/11/24). 

I contacted LG again this morning (14/11/24) to request an update and have been informed that an Uplift number will not be provided now or on the 16/11/24, that the timescale of the outstanding repair needs review and following this, consideration will be given to authorizing a replacement.

This is wholly unacceptable. Our home has been without a working washing machine for 18 days and this cannot be maintained. The impact on our work and home schedule is extremely distressing and is having a significant impact on work commitments, financial implications and emotionally distressing. I have paid £82 in Laundrette fees in the last 18 days, not including the travel expense to get to the Laundrette or the time taken out of my working day (1.5 hours per session) to undertake a task that I should be able to do at home.

Do we have any way of resolving this? It’s so stressful and time consuming when we really don’t have the time 

MattMattMattUK

1Goldsworthy said:

I contacted LG on 28/10/24 to report a fault with our washing machine following it stopping mid wash and an error code appearing (still within 12 months warranty). I was reassured the matter would be dealt with promptly but this has not been the case.

Below is a timeline of events

27/10/24 - washer stops working mid cycle and error message appears

28/10/24 - LG notified

02/11/24 - LG order parts (unclear why this was delayed by 5 days)

13/11/24 - Technician comes to replace the non working part. Issue not resolved as the washer requires a replacement 'Main Control Board' not a locking mechanism for the door.

Throughout this period both myself and my husband contacted LG on almost a daily basis to request an update and request the matter is resolved as quickly as possible. On 12/11/24 I contacted LG and was informed that as per consumer rights I would be entitled to a replacement on day 14, I was informed we were at day 13 so I would need to contact again the following day. On 13/11/24 I contacted LG who changed their position and retracted this statement. As a result I went into the Curry's store (where the item was purchased) and requested assistance to have the matter resolved.

A rep from Curry’s was extremely helpful   and spoke to a LG representative on the telephone and was assured that as part of our Consumer Rights we would be issued with the uplift number (approval for a replacement) by 16/11/24 (14 days after the parts were ordered on 2/11/24). 

I contacted LG again this morning (14/11/24) to request an update and have been informed that an Uplift number will not be provided now or on the 16/11/24, that the timescale of the outstanding repair needs review and following this, consideration will be given to authorizing a replacement.

This is wholly unacceptable. Our home has been without a working washing machine for 18 days and this cannot be maintained. The impact on our work and home schedule is extremely distressing and is having a significant impact on work commitments, financial implications and emotionally distressing. I have paid £82 in Laundrette fees in the last 18 days, not including the travel expense to get to the Laundrette or the time taken out of my working day (1.5 hours per session) to undertake a task that I should be able to do at home.

Do we have any way of resolving this? It’s so stressful and time consuming when we really don’t have the time 

You are getting two things mixed up. The warranty is against LG, they can have whatever terms and conditions they want and can take quite a while within that process, it is not surprising that as part of that process they would want to resolve the repair before going down the uplift route. Your consumer rights are against Curry's. If you want to enforce your consumer rights you need to push back against Curry's, not LG. Raise a formal complaint with Curry's state you are rejecting the item under the CRA and want a replacement or refund.

Ergates

Your consumer rights are with Currys.  The warranty with LG is separate from your consumer rights and sits over and above them and cannot imping upon them.

You should deal with Currys and let *them* deal with LG.

It sounds like Currys have been helpful (so far) in trying to arrange a replacement machine (?) - If the promised uplift-number does not materialise by the 16th then get back in touch with Currys and let them know.

The retailer is allowed one attempt a repair or replacement before you can insist on a refund.  After 6 months, they can reduce the amount refunded based on usage.  I'm not sure I'm also not sure that a failed attempt to get an uplift number would could as a failed attempt at replacement - it's generally meant to mean you got a replacement but that one broke too.

I also don't think the initial attempt at repair by LG would count as this wasn't arranged by the retailer (Currys) so wouldn't have been an attempt *by* them.

1Goldsworthy

Thank you for the advice, it is really appreciated. I’ll definitely take this back to Curry’s and see how we get on