Absurd lack of customer service

I Purchased an LG washer dryer machine online, was astounded by how well and smoothly the process went. Received the Machine within 2 days. Unfortunately that is where my surprise and delight has ended.

The machine that was delivered was damaged. I only realised this after using it for the first time. The item has been dropped or something. I connected the washing machine according to the manual, made sure every thing is level according to the specifications but, the first wash did not go well. It started walking around in my house. I disconnected it and checked, unfortunately I did not leave one of the drum bolts in. This would have made for such an easy resolution.

Instead I have been waiting for a week for them to get a technician to call me. I made the purchase on 21/04/2026, it was delivered on 23/04/2026 and I reported the return on 9/05/2026 (went on leave for a few days), an agent called four days later and said that I can not return the product since I have used it.. but how would I know it was faulty if I haven't used it? Then another two days went by before someone called me, to get the Model and serial number. Information that is clearly available on the invoice that is on my online profile.

So for the past week they have been calling daily to promise that an agent will call me back to arrange for a technician to come and look at the machine to repair it?

I have had the thing for one month but was not able to complete even one full cycle because I need to stop it from walking out my front door.. Maybe I should leave it, let it go and see where it ends up. perhaps it will walk back to the store where it came from.