Faulty 12/8kg Washer and Dryer – Request for Assistance or Resolution - RNU***

Dear LG

I hope this message finds you well.

I am writing to request your urgent assistance regarding a persistent issue with my LG 12/8kg washer and dryer, which I purchased approximately 15 months ago for R17,000. Unfortunately, the machine has been faulty since its very first use.

Due to my frequent travel — including a 4-month overseas trip shortly after purchase — the unit has only been used for 39 cycles in total. Of these, around 30 were actual washing cycles, while the rest were related to testing and tub cleaning.

From the beginning, the washer has violently shaken during spin cycles. When I initially raised this concern with a staff member at Hirsch’s, I was told the behavior was “normal.” However, after continued problems and shrinking several loads of clothing, I contacted LG, who confirmed there was indeed a fault with the unit. I was informed that replacement parts would take 2–3 weeks to arrive from Korea, followed by an additional week for installation. Unfortunately, I am scheduled to travel again in less than two weeks, making the timeline unworkable.

The ongoing issues have not only rendered the machine unreliable but have also caused a formal complaint from The Huntsman Body Corporate due to excessive noise during operation. This entire experience has been frustrating and disappointing, especially considering the cost of the machine and the brand’s reputation for quality.

Given the circumstances — the limited use, repeated issues, and inconvenience caused — I kindly request a refund or an exchange for a different LG washer/dryer model. I am happy to provide video evidence of the machine in operation, as well as the damage to my clothing.

Thank you for taking the time to consider my request. I hope we can resolve this matter swiftly and fairly.