LG complaint/appalling customer service

oliviasmummy

I am at the end of my tether with LG and would like some advise at to whether to go next. I purchased a washing machine from curry’s in 2021 which came with a 5 year parts and labour warranty with LG up until the end of last year I’ve had no issues with it. Before Christmas we noticed that it had started to make the most horrendous noise whilst on the spin cycle and had marked our white bedding with black/brown marks I can’t get out. I contacted the repairs team online who advised to run an empty cycle and see if it still did the same as well as checking the appliance was level. Noise still happened on empty cycle albeit not as loud and the appliance was already level. I contacted them again online to raise a repair at the beginning of January. On 14th January I was contacted and told it would be raised for an engineer to come out and have a look. An appointment was booked for the 23rd January. That morning an engineer came out spent 2 minutes looking at the washing machine and said the drum had gone and the bearings. When I mentioned that the top of the washer was moving back exposing the wires when on spin we found that the screws had come away that secured to the top as it’s shakes that violently. The engineer said they don’t replace the drum and that LG would be in contact. I didn’t hear anything for the rest of the day or the next day. I contacted the online service on Monday for an update and was given a contact number and my repair reference. I rang the number to be told it was awaiting the engineers report and that someone would call me. I called again the following afternoon as I hadn’t heard anything and was told I had to ring a different number. The agent proceeded to read out the number I had called already so I asked if I needed to select a different option on the IVR they said no you just need to hang up and ring back. I did this and got through to someone else and was told it was with the LG specialist awaiting an update and they would contact me the following day. On Wednesday I called again at 4pm as I still hadn’t heard back to be told the same thing id already been told previously. I asked to escalate this to a manager and was told they would ring me back. The following day I called again because yes you guessed it no one called. They said the line was busy and that someone would call me back, I said I’d rather wait on the line because I’d been promised call backs all week which hadn’t happened. After a few minutes I was connected to someone else who said they were a manager and that I needed to wait for an update and they would escalate the repair for a response. Later than evening I received a text to say that the engineers report had come back confirming issues with the machine, that they were sending me compensation forms for damaged items which I needed to complete and return and that a new job had been booked with pacifica for them to pre order the required parts and contact me within 2-3 working days to book in a repair. I decided to lodge an official complaint regarding the service I had received so far and emailed this to cic.uk@lge.com. On 4th February I received an email response to apologise for the delay and explain that the first appointment with the engineer was to assess the appliance and that a further visit was required. They confirmed that the necessary parts were in stock but the job required 2 engineers to complete the work and that they were waiting for 2 engineers to be available to complete the job. I contacted pacifica that same day to be told that a repair was booked in for the following day! (I had received no confirmation of this and advised I wasn’t available as I had a meeting in the office) they said the next available appointment was Tuesday 11th February and I would receive an ETA the night before. In the 11th I was surprised to open the door to only one engineer and asked if he was alone. He said yes, I explained that I had been told that the job required 2 engineers to complete. The engineer advised me that he was there to assess the appliance as if this was a first visit! I explained that someone had already been out 3 weeks beforehand and said the drum and bearings had gone. He looked at the machine and said the same thing. He said he would report back that it needed replacing and LG would be in contact. I called the following day to chase this up to be told I was refusing a repair and that it would need to be escalated. I explained I hadn’t refused any repair and that the engineer came alone without any parts and no repair was attempted. I ended the call saying I would respond via email to my existing complaint. I sent an email explaining my frustration that after a month my machine still hadn’t been fixed and I’m no further along with a resolution. I said that I wanted a replacement machine delivering this week and that wasn’t possible a final written response to my complaint that I can escalate to the ombudsman. Today I received a call from the resolutions team to say again that I’d refused a repair, I corrected him and said no repair has been attempted but I’m not willing now to wait any longer for a repair to be attempted. They are now saying this will be sent for authorisation to either look to replace the machine or offer a settlement and will take 3-5 working days! So I’m now again expected to wait another week for an answer which no doubt I’ll have to chase again next Friday because they won’t be in touch. I just want the machine replacing and will only accept a settlement if it covers the replacement of a like for like machine at no cost to myself. Do I just need to sit and wait this out or does anyone have any contacts or advise as to where I can go from here? 

visidigi

oliviasmummy said:

I am at the end of my tether with LG and would like some advise at to whether to go next.

I purchased a washing machine from curry’s in 2021 which came with a 5 year parts and labour warranty with LG up until the end of last year I’ve had no issues with it. Before Christmas we noticed that it had started to make the most horrendous noise whilst on the spin cycle and had marked our white bedding with black/brown marks I can’t get out.

I contacted the repairs team online who advised to run an empty cycle and see if it still did the same as well as checking the appliance was level. Noise still happened on empty cycle albeit not as loud and the appliance was already level. I contacted them again online to raise a repair at the beginning of January.

On 14th January I was contacted and told it would be raised for an engineer to come out and have a look. An appointment was booked for the 23rd January. That morning an engineer came out spent 2 minutes looking at the washing machine and said the drum had gone and the bearings. When I mentioned that the top of the washer was moving back exposing the wires when on spin we found that the screws had come away that secured to the top as it’s shakes that violently.

The engineer said they don’t replace the drum and that LG would be in contact. I didn’t hear anything for the rest of the day or the next day. I contacted the online service on Monday for an update and was given a contact number and my repair reference. I rang the number to be told it was awaiting the engineers report and that someone would call me. I called again the following afternoon as I hadn’t heard anything and was told I had to ring a different number.

The agent proceeded to read out the number I had called already so I asked if I needed to select a different option on the IVR they said no you just need to hang up and ring back. I did this and got through to someone else and was told it was with the LG specialist awaiting an update and they would contact me the following day. On Wednesday I called again at 4pm as I still hadn’t heard back to be told the same thing id already been told previously. I asked to escalate this to a manager and was told they would ring me back.

The following day I called again because yes you guessed it no one called. They said the line was busy and that someone would call me back, I said I’d rather wait on the line because I’d been promised call backs all week which hadn’t happened. After a few minutes I was connected to someone else who said they were a manager and that I needed to wait for an update and they would escalate the repair for a response.

Later than evening I received a text to say that the engineers report had come back confirming issues with the machine, that they were sending me compensation forms for damaged items which I needed to complete and return and that a new job had been booked with pacifica for them to pre order the required parts and contact me within 2-3 working days to book in a repair. I decided to lodge an official complaint regarding the service I had received so far and emailed this to cic.uk@lge.com.

On 4th February I received an email response to apologise for the delay and explain that the first appointment with the engineer was to assess the appliance and that a further visit was required. They confirmed that the necessary parts were in stock but the job required 2 engineers to complete the work and that they were waiting for 2 engineers to be available to complete the job.

I contacted pacifica that same day to be told that a repair was booked in for the following day! (I had received no confirmation of this and advised I wasn’t available as I had a meeting in the office) they said the next available appointment was Tuesday 11th February and I would receive an ETA the night before. In the 11th I was surprised to open the door to only one engineer and asked if he was alone. He said yes, I explained that I had been told that the job required 2 engineers to complete.

The engineer advised me that he was there to assess the appliance as if this was a first visit! I explained that someone had already been out 3 weeks beforehand and said the drum and bearings had gone. He looked at the machine and said the same thing. He said he would report back that it needed replacing and LG would be in contact. I called the following day to chase this up to be told I was refusing a repair and that it would need to be escalated. I explained I hadn’t refused any repair and that the engineer came alone without any parts and no repair was attempted.

I ended the call saying I would respond via email to my existing complaint. I sent an email explaining my frustration that after a month my machine still hadn’t been fixed and I’m no further along with a resolution. I said that I wanted a replacement machine delivering this week and that wasn’t possible a final written response to my complaint that I can escalate to the ombudsman.

Today I received a call from the resolutions team to say again that I’d refused a repair, I corrected him and said no repair has been attempted but I’m not willing now to wait any longer for a repair to be attempted. They are now saying this will be sent for authorisation to either look to replace the machine or offer a settlement and will take 3-5 working days!

So I’m now again expected to wait another week for an answer which no doubt I’ll have to chase again next Friday because they won’t be in touch. I just want the machine replacing and will only accept a settlement if it covers the replacement of a like for like machine at no cost to myself. Do I just need to sit and wait this out or does anyone have any contacts or advise as to where I can go from here? 

Just so it can actually be read.

visidigi

visidigi said:

oliviasmummy said:

I am at the end of my tether with LG and would like some advise at to whether to go next.

I purchased a washing machine from curry’s in 2021 which came with a 5 year parts and labour warranty with LG up until the end of last year I’ve had no issues with it. Before Christmas we noticed that it had started to make the most horrendous noise whilst on the spin cycle and had marked our white bedding with black/brown marks I can’t get out.

I contacted the repairs team online who advised to run an empty cycle and see if it still did the same as well as checking the appliance was level. Noise still happened on empty cycle albeit not as loud and the appliance was already level. I contacted them again online to raise a repair at the beginning of January.

On 14th January I was contacted and told it would be raised for an engineer to come out and have a look. An appointment was booked for the 23rd January. That morning an engineer came out spent 2 minutes looking at the washing machine and said the drum had gone and the bearings. When I mentioned that the top of the washer was moving back exposing the wires when on spin we found that the screws had come away that secured to the top as it’s shakes that violently.

The engineer said they don’t replace the drum and that LG would be in contact. I didn’t hear anything for the rest of the day or the next day. I contacted the online service on Monday for an update and was given a contact number and my repair reference. I rang the number to be told it was awaiting the engineers report and that someone would call me. I called again the following afternoon as I hadn’t heard anything and was told I had to ring a different number.

The agent proceeded to read out the number I had called already so I asked if I needed to select a different option on the IVR they said no you just need to hang up and ring back. I did this and got through to someone else and was told it was with the LG specialist awaiting an update and they would contact me the following day. On Wednesday I called again at 4pm as I still hadn’t heard back to be told the same thing id already been told previously. I asked to escalate this to a manager and was told they would ring me back.

The following day I called again because yes you guessed it no one called. They said the line was busy and that someone would call me back, I said I’d rather wait on the line because I’d been promised call backs all week which hadn’t happened. After a few minutes I was connected to someone else who said they were a manager and that I needed to wait for an update and they would escalate the repair for a response.

Later than evening I received a text to say that the engineers report had come back confirming issues with the machine, that they were sending me compensation forms for damaged items which I needed to complete and return and that a new job had been booked with pacifica for them to pre order the required parts and contact me within 2-3 working days to book in a repair. I decided to lodge an official complaint regarding the service I had received so far and emailed this to cic.uk@lge.com.

On 4th February I received an email response to apologise for the delay and explain that the first appointment with the engineer was to assess the appliance and that a further visit was required. They confirmed that the necessary parts were in stock but the job required 2 engineers to complete the work and that they were waiting for 2 engineers to be available to complete the job.

I contacted pacifica that same day to be told that a repair was booked in for the following day! (I had received no confirmation of this and advised I wasn’t available as I had a meeting in the office) they said the next available appointment was Tuesday 11th February and I would receive an ETA the night before. In the 11th I was surprised to open the door to only one engineer and asked if he was alone. He said yes, I explained that I had been told that the job required 2 engineers to complete.

The engineer advised me that he was there to assess the appliance as if this was a first visit! I explained that someone had already been out 3 weeks beforehand and said the drum and bearings had gone. He looked at the machine and said the same thing. He said he would report back that it needed replacing and LG would be in contact. I called the following day to chase this up to be told I was refusing a repair and that it would need to be escalated. I explained I hadn’t refused any repair and that the engineer came alone without any parts and no repair was attempted.

I ended the call saying I would respond via email to my existing complaint. I sent an email explaining my frustration that after a month my machine still hadn’t been fixed and I’m no further along with a resolution. I said that I wanted a replacement machine delivering this week and that wasn’t possible a final written response to my complaint that I can escalate to the ombudsman.

Today I received a call from the resolutions team to say again that I’d refused a repair, I corrected him and said no repair has been attempted but I’m not willing now to wait any longer for a repair to be attempted. They are now saying this will be sent for authorisation to either look to replace the machine or offer a settlement and will take 3-5 working days!

So I’m now again expected to wait another week for an answer which no doubt I’ll have to chase again next Friday because they won’t be in touch. I just want the machine replacing and will only accept a settlement if it covers the replacement of a like for like machine at no cost to myself. Do I just need to sit and wait this out or does anyone have any contacts or advise as to where I can go from here? 

Just so it can actually be read.

Okay so TLDR...

Machine bought 2021
Machine Failed. end of Dec 2024
Engineer visited
Parts ordered
Engineer attended and didnt have parts.
Engineer confirmed same fault as first.

Throughout you kept chasing, opened a complaint and still pursued even with a complaint open.

Consumer rights are with the retailer. Extended warranty is with LG, outsourced.

You will get an offer, but that offer from LG does not have to get you a machine of an equivalent specification for free. They are entitled to reduce a payout by the usage you have already had out of the machine - at 4ish years you are likely to expect at least 50% reduction in terms of lifespan expected of the machine vs point of failure - maybe a bit more for the inconvenience.

...for reference, we had an LG machine fail in the exact same way - but the difference was when they got the report and checked, they didn't have the parts to repair, this was going to be an unknown lead time. The extended warranty was not with LG, it was instead withe D&G outsourced by LG to them as part of the purchase.

When we declined the repair they offered a website where I could order a replacement machine - it did NOT come with a new extended warranty, it wasn't as good as the one we had, but machines had moved on, we chose to spend £100 on top to get a better model. Its been fine since.

The key was waiting for people to reply, not expecting a response in 48hrs - these things do take time, no matter how frustrating.

400ixl

What does the warranty say about replacement or refunds in the case of a repair not being possible? Under your consumer rights (via the retailer) they would be able to refund minus an amount for use.

Given the unit is 4 years old you would probably be offered around 30-40% of the original value, not a total refund.

The warranty may entitle you to more.

screech_78

If you’re looking to claim on consumer rights, your frustrations are being directed to the wrong people. LG only have to do what the warranty says and no more.

Your consumer rights are with curry’s and they’re allowed one attempt at a repair or replacement. If it can be repaired, you’d need to go with that as they don’t need to offer you another machine (I highly doubt the exact same model is still available). That would leave you with a partial refund and on a four year old appliance, it won’t be much. 

For what is worth, I had the exact same issue with my washing machine a couple of years  ago with black marks being left on clothes and making an awful lot of noise. I called a local appliance engineer, he fixed it the same day and it cost 60 quid. 

oliviasmummy

The washer is only just over 3 years old and wasn’t cheap in the first place. We paid more money because it came with the 5 year parts and labour guarantee. My concern is that they’re constantly lying to me. If they said to me you will get a response in x amount of time I would wait but when I’m being told someone will ring me by the next day and that 2 engineers are coming with the parts and then one turns up with no parts that makes me think the parts aren’t available and they’re delaying. 

Aylesbury_Duck

You have a choice.  Persevere with LG's warranty process, or contact Currys and exercise your consumer rights.