Hellopeter
Share Your Experience
TT
Takalani T

1 reviews | Active since Jul 2016

05 Jan 2018, 08:39

LG poor after sale service

I bought LG fridge (GC-L207BLJV.APVQESA)five years ago. two years back it started having problem and a technician was sent through by them in Venda(Limpopo). He then concluded that the place was two hot the fridge can handle the heat if we move it to Johannesburg it will work fine. in his own words he said their about ten other people who is experiencing the same problem.

I then move the fridge to Midvaal where I stay in September 2017 but the were no changes, the fridge still showed the same error message (er...Dh) which translate to defrosting problem. I called LG myself and they sent I technician who changed the defrosting element but after a day the same error message appeared again. When he came the second time he then said to me he has ordered the spares with another agency because LG the don't have spares.

I called LG spares department and spoke to the manager (Her) because I couldn't understand why they don't have spares when the fridge is only five years old. The lady then said to me LG has many models and they only keep the spares for the new models which are five years or less. The same technician come back again and took back the defrosting element and he said he wants it as a sample so he can get me the correct one.

After two day of not hearing from them I called the store manager again and she then said the don't sell that specific item as one but I need to replace the entire defrosting unit. this I think is ridiculous ( this is like buying a car and your piston breaks and your told that we don't have a piston but we ordered your the entire engine).

I really cant believe that we spent so much money buying this products which in less than few years your told that its absolute we don't have spares anymore.

LG after sale service is poor, I have spoken to so many of them this December holidays and non of them kept to their promise some of them don't even know how to talk to client. I feel like taking this fridge back to their head office maybe they can use it.

0
Replies (2)
LG Electronics
LG Electronics's reply08 Jan 2018, 12:04
Official

Thank You for you correspondence .I must apologise for the inconvenience caused.An employee from LG will contact you.

Kind Regards,

LG Service team.

TT
Takalani T's update07 Feb 2018, 10:14
Reviewer Update
Good day Unfortunately things went from bad to worse with LG, just after I publish my complain LG came back and try to fix my fridge and they kept bringing in the wrong spares. they then sent me this email giving me chargeable exchange option, which means they can exchange my faulty fridge with a new one in the market. what I was not happy with was their quotation, 2012 December I paid almost R1300.00 for the fridge now LG wants me to pay R17 037.07 for the new fridge. this is the first paragraph in their email they sent me, and I quote' We at LG pride ourselves in the brand and wish to maintain your loyalty with us' ........where is the pride in that? After spending R13 000.00 five years back they want me to spend another R17 000.00 because you guys are busy concentrating on new models that you can even have a simple spares five years later. their email continue further ; [As per telephone conversation we have discussed an alternative for your service call job number RNU ********** 14143 model GC-L207SLUV serial 207TRYD27882 , the process known as a “chargeable exchange” from our service department. The accredited service center technician has made diagnosis where repair is impossible, and as such we will offer you a current suitable replacement model GC-J247SLUV for an exchange. The discounted structure is a non-negotiable scale that works from the period when the product became out of warrantee, diminishing in discount relative to the number of years away from the warrantee period. The quotation attached has duration of one week only, from the date it was sent.]............. Now I don't know if anyone in their right mind will fall for this, I don't and I hope I am the only one with similar problem . I for one after this experience I will never buy LG and I will try my best to convince anyone I know not to do the same. My plan going forward is to take the fridge and drop it at their head office as soon as I find where it is, maybe they will recycle the spares for future.