IRS Tronics (LG Agent) : Appalling Service

The LG dishwasher, model D1444LF, my wife and I purchased in June 2014 served us well over the years until mid -July 2021 when a water leak appeared under the machine and the error code on the LED recommended that a service call be made due to possible damage to the unit. The machine has an Inverter with a Direct Drive Motor which is covered by a 10 warranty. Contact was made with a local electronics repair company, who in time past, was an agent for LG, but they suggested that considering the existing warranty, we should contact the LG Service Centre in Durban. In doing so we were informed that their premises had been looted during the political unrest in KwaZulu Natal between 8 and 13 July 2021. The Service Centre staff agreed to look at the problem but to defer delivery to their premises until a later date when they were re-established. On 27 July 2021, I disconnected the machine, asked a neighbor to assist in loading it into my vehicle and drove the 146 kilometers from our home town Mtunzini to Durban to deliver the machine to IRS Tronics. The was obviously due to a faulty motor and water pump and on 3 August 2021 I received a quote of R1 573 for a replacement water pump and labour, the motor was being replaced under the guarantee. Payment in advance was required before work could begin so they were paid, the same day, by EFT. On 12 August I again drove to Durban to collect the machine which had been repaired and was duly tested. On my return home my neighbor helped with the off load and I reinstalled the machine which worked well for four washes until 20 August 2021 (Friday evening) when it stopped due to water not being pumped away. Possible causes were drain hose kinked, filter clogged or trouble with the washing motor or the drain pump. The former two causes were checked and were not the problem. On 23 August 2021 (Monday morning) I telephoned the repair centre manager and explained the problem. I asked him if a technician could come to the house to assess the problem and carry out repairs or if the machine could be collected, repaired in Durban and returned. My motivation for this was: 1. I had taken the machine to the service centre and expected the repairs to be of a high standard attributable to LG 2. there was no question as to the price 3. the additional travel cost burden I was now faced with due to no fault of my own (based on AA rates this amounts to R8 190) 4. as a 77 year old, the stress I will be placed under having to disconnect, re-connect, load and travel the distance between Mtunzini and Durban four times to resolve this issue. The argument raised by the service manager that I was not charged a call-out fee and therefore it becomes my responsibility to bring the machine back, is rejected. The draconian attitude of the local staff is surely not becoming that of a first world organization such as LG. We have over the years bought LG fridges, washing machines, driers, air conditioners, hobs and micro wave ovens and found these appliances excellent. We have never had such poor service as we now experience and will hesitate in recommending LG. Hopefully we shall not have to endure the same trauma with the other equipment as we had with the dishwasher.