Appalling Service and Rational Decisions

<p>I tried continuously to contact the national service manager Toni Delporte for a full week, left messages for her to call me to discuss my dissatisfaction, e-mailed her no less than three times and eventually succeeded to speak to her assistant Natasha who promised to discuss this with her. Natasha even took three days to do that and then an impersonal e-mail declining to reconsider the charges on the basis of wear and tear.</p> <p>I purchased a LG Inverter 7kg Washing Machine from Hirsch’s Milnerton, Cape Town in September 2014. LG incorrectly show that it was purchased on 1 April 2014. We purchased afte we returned from an overseas holiday. At the same time, we purchased a Samsung washing machine for our son and daughter-in-law as a gift. In December 2016, it started making a noise which got progressively worse. We waited until after Christmas and we had returned home after the holiday.</p> <p> </p> <p>I reported the problem to LG Services Cape Town during the week 30 January 2017. After paying the R500 deposit, Ian Gouws, the technician, called on Wed 1 Feb. After a quick check, he said that it was the drum bearing and he would arrange for the driver to collect the machine. The driver collected the machine early on Thursday morning. I heard not a word. I called the service dept who informed me that it had not yet been attended to. On Monday I received the quotation no QU124316 for an amount of R1,500.00.</p> <p>I am appalled that this machine developed the problem after only 2 years. Our household comprises my wife and I and we are in our late 60’s.</p> <p>Over the years we had a Hoover front loading machine for about 15 years without ever having needed attention. We then purchased a Whirlpool 11kg top loader industrial type machine due to the fact that we had 3 sons at high school each of them very active sportsman. We needed the extra capacity for the household laundry load. We had the Whirlpool until we replaced it for a smaller LG machine. The Whirlpool was still perfectly serviceable after twenty years without ever having problems and was sold to a family who continue to use it.</p> <p>We were persuaded to purchase the LG by the sales person at Hirsch’s. I now regret that decision.</p> <p>I have instructed LG to return our machine which will no doubt be done one fine day because their service is dreadful. We will now purchase another product.</p> <p>I will never purchase another LG product.</p> <p>It is indeed sad that a brand can suffer to this extent because of a poor decision by a national service manager who clearly avoids dealing with complaints. It is to me, a clear indication that there must be many complaints.</p>