LG warranty issues

forabw

Washing machine 16 months since purchase and still under warranty. Faulty has occurred and unusable. Seller, John Lewis, say not liable and should contact manufacturer. Did so end of December and told engineer from their easier contractor Pacifica booked for 9th January. failed to turn up. LG told me to contact Pacifica. Tried but no repose. LG say will rearrange and twice promised within 24 hours. Still waiting. Check reviews online here and in the USA and see that LG's customer service has a well known reputation for poor service. How are they allowed to get away with continuing to promote and sell products?

Ergates

forabw said:

Seller, John Lewis, say not liable and should contact manufacturer.

What exactly did they say?  As this is very obviously not true.

Okell

Ergates said:

forabw said:

Seller, John Lewis, say not liable and should contact manufacturer.

What exactly did they say?  As this is very obviously not true.

But it's quite possibly what JL did say if the OP approached them to get it fixed "under warranty" as opposed to under consumer rights.

In his first sentence the OP only mentions warranty and not consumer rights:

forabw said:

Washing machine 16 months since purchase and still under warranty... John Lewis, say not liable and should contact manufacturer...

It seems to me that on a lot of these threads where posters complain that sellers appear to be ignoring consumer rights it's because the consumer starts off by saying "it's covered under warranty" rather than saying "I'm enforcing my statutory consumer rights".

Perhaps it could be argued that JL are being disingenuous with that response, but if the consumer approaches them with a warranty claim it doesn't seem entirely unreasonable for the consumer to be directed to the manufacturer - as that is in effect what they have asked for.

Ergates

It's not uncommon for retailers to push customers towards manufacturers for things still under warranty (and, tbh, it's not always a bad thing as it's often the quickest way to get it fixed/replaced).

However it wouldn't be true that John Lewis are "not liable" - that would be a very strange thing for them to say.   So I'm wondering if OP is paraphrasing somewhat.

Alderbank

I don't think that reviews of after sales service in the USA are very relevant here in the UK.

There are 3 companies involved:
LG make the things, probably in Poland, JLP sell them and both companies will subcontract a third company, Pacifica, to deal with repairs and fixing consumers' problems generally. Pacifica, along with Domestic & General, provide this service for most appliance sellers in the UK.

But those B2B contracts don't matter to the OP, their statutory rights are firmly with the seller John Lewis Partnership.

What does the LG warranty actually cover? What do its T&Cs say? Not everything is covered by a warranty.

Hu66ster99

Shocking is the only way i can politely describe LG customer support. Firstly, they refused to honor my 5 year warranty, then realised I had registered, waiting 2 days then Pacifica engineer was booked for 31st march 25. Engineer inspected found door seal had worn and made a hole hence water was filling up the lower tray and tripping out my RCD. Engineer ordered the part, they were in stock, re-booked for fitting on 4th April 25. Had an email and a text message confirming the appointment for 4th April.......guess what, no engineer turned up, found that the appointment was cancelled by LG??? called Pacifica engineer, he was shocked to hear it had been cancelled. Spoke to LG and they said it was only an inspection visit? yes it was and fault was found , but they refused to acknowledge and said i would need to re-book!!!!!. Supposed to of had call back on 4th April with escalation team, NO CALL, rang again today and still no further ahead after almost 3 weeks. What i don't understand is part was on the shelf, engineer was booked to fix and suddenly LG decide that's not happening. Did i mention the washing machine is only 28 months old. I am now at the point of ripping it out and dumping back at curry's door step, where i purchased from. Why do we have to fight to get a basic level of service, it defies me. I have also emailed the LG CEO twice, yet not a single response or acknowledgement......how rude is that