Lisa (lilitufire) wrote in bad_service,

Warning: avoid LG products, their stocking and after sales repair service is shambolic

Dropped in to tell you about a customer service fail that's so bad I really want as many people to know as possible. Feel free to pass the story on.

I've been embroiled in a 6 month long saga regarding being inappropriately sold the £130 LG Out of Warranty Repair Service to fix a fridge-freezer for which parts were not available (the product is only just over 2 years old).

Other lowlights have included 3 failed repair attempts, some due to provision of dented doors by LG. The final nail in the coffin was an engineer who was incapable of carrying out the repair, and when told explicitly to stop, carried on and broke the handles on my fridge freezer.

The escalation team at LG would not have helped me if I had not bought the fridge from them, despite this being a paid for service, and are refusing to pay any compensation for the damage to my fridge, although they have reluctantly agreed to refund the £130. They seem completely indifferent to the negative customer experience.

Also, LG appears to feel it is completely OK to not hold stock for a fridge that was only 2 years old. Personally I don't feel a £1300 fridge is a disposable item and nor would many people I am sure!

I'll pop the whole sorry saga in a comment thread attached to this post for those that want to read the full details but really I wanted to warn people. LG products look fine on the outside but they don't have a competent repair service or indeed the parts available. I know I'm never going to buy from them again, but also I'm going to look at the repair reports a lot more closely when buying a high value domestic appliance in the future. Learn from my mistake!!!

(N.B. clearly I'm based in the UK, but even in the US I'd watch out for their lack of spare parts. That must be a production decision made in Korea.)
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