EE
Eugene E
1 reviews | Active since Mar 2009
30 Jun 2020, 09:14
No Feedback, Microwave not working after one month, LG rep not listening
I had a query about a microwave that was delivered about a month ago. After complaining here, LG asked me to e-mail them some codes to a no reply e-mail address. I eventually e-mailed the codes to their head office in the United States, asking them to forward it to South Africa. No reply from the US or South Africa.
Yesterday, that same microwave stopped working. LG's website says they are open until 5PM but when you phone it says they are open until 4PM. Update the website! This morning I phoned only to be told to contact a different number. They only opened after 9AM, so I waited. Then I phoned and the person on the other end did not listen and wanted to know if wanted to bring the microwave in. There is an initial test that is done with tones telephonically to resolve issues where possible with the microwave to avoid unnecessary logistics. Will LG wake up. Please get someone from technical support who cares about customer service because they see customers as human beings to phone me so we can sort this out. I have not gone to the office today so that I can sort out a month old microwave with a company that so far has been less than impressive in its dealings with me.
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Replies (3)0
Replies (3)
LG Electronics's replyOfficial
30 Jun 2020, 14:45Good day,
My name s Reuben from LG Customer Service.
I would like to apologize for the poor service you are experiencing.
If your microwave has stopped working, then that would mean that the magnatron is possibly faulty.
Whereas the smart diagnosis, which you referred to, may actually diagnose the fault, it would not be ale to repair it remotely unfortunately. A technician would be required to undertake the actual repair.
Please click on the following link in order to locate your nearest LG repair agent to whom you would need to take it in to.
https://www.lg.com/za/support/locate-repair-center
You may also arrange a courrier to take it in to the repair center as the repair center do not collect microwaves from customers residenses.
Is there anything else that I may assist you with?
Warmest Regards
LG Customer Care
My name s Reuben from LG Customer Service.
I would like to apologize for the poor service you are experiencing.
If your microwave has stopped working, then that would mean that the magnatron is possibly faulty.
Whereas the smart diagnosis, which you referred to, may actually diagnose the fault, it would not be ale to repair it remotely unfortunately. A technician would be required to undertake the actual repair.
Please click on the following link in order to locate your nearest LG repair agent to whom you would need to take it in to.
https://www.lg.com/za/support/locate-repair-center
You may also arrange a courrier to take it in to the repair center as the repair center do not collect microwaves from customers residenses.
Is there anything else that I may assist you with?
Warmest Regards
LG Customer Care
LG Electronics's reply30 Jun 2020, 14:45
Official
Good day,
My name s Reuben from LG Customer Service.
I would like to apologize for the poor service you are experiencing.
If your microwave has stopped working, then that would mean that the magnatron is possibly faulty.
Whereas the smart diagnosis, which you referred to, may actually diagnose the fault, it would not be ale to repair it remotely unfortunately. A technician would be required to undertake the actual repair.
Please click on the following link in order to locate your nearest LG repair agent to whom you would need to take it in to.
https://www.lg.com/za/support/locate-repair-center
You may also arrange a courrier to take it in to the repair center as the repair center do not collect microwaves from customers residenses.
Is there anything else that I may assist you with?
Warmest Regards
LG Customer Care
My name s Reuben from LG Customer Service.
I would like to apologize for the poor service you are experiencing.
If your microwave has stopped working, then that would mean that the magnatron is possibly faulty.
Whereas the smart diagnosis, which you referred to, may actually diagnose the fault, it would not be ale to repair it remotely unfortunately. A technician would be required to undertake the actual repair.
Please click on the following link in order to locate your nearest LG repair agent to whom you would need to take it in to.
https://www.lg.com/za/support/locate-repair-center
You may also arrange a courrier to take it in to the repair center as the repair center do not collect microwaves from customers residenses.
Is there anything else that I may assist you with?
Warmest Regards
LG Customer Care
EE
Eugene E's updateReviewer Update
30 Jun 2020, 14:59There is a child lock feature which can "stop" the microwave from working. Can you imagine returning a microwave if this is the issue? While this is not the case this time, why is no basic troubleshooting being down telephonically to make sure it is the magnatron that is faulty? YouTube videos tell you there could be other problems too that can be resolved remotely with the same symptoms I have described. Why assume what the problem is without doing an initial diagnosis for which LG specifically created the technology? Must I now pay for a courier to take a new microwave to the other side of Johannesburg to a company that has negative reviews, by the way? If a new microwave malfunctions, then LG should organise and pay for a courier especially as LG has not yet diagnosed the problem using it's own diagnostic technology. Does LG not trust it's own technology or does it believe that this microwave has known magnatron issues, so a diagnosis is not worthwhile?
EE
Eugene E's update30 Jun 2020, 14:59
Reviewer Update
There is a child lock feature which can "stop" the microwave from working. Can you imagine returning a microwave if this is the issue? While this is not the case this time, why is no basic troubleshooting being down telephonically to make sure it is the magnatron that is faulty? YouTube videos tell you there could be other problems too that can be resolved remotely with the same symptoms I have described. Why assume what the problem is without doing an initial diagnosis for which LG specifically created the technology? Must I now pay for a courier to take a new microwave to the other side of Johannesburg to a company that has negative reviews, by the way? If a new microwave malfunctions, then LG should organise and pay for a courier especially as LG has not yet diagnosed the problem using it's own diagnostic technology. Does LG not trust it's own technology or does it believe that this microwave has known magnatron issues, so a diagnosis is not worthwhile?
LG Electronics's replyOfficial
30 Jun 2020, 15:35My apologies, you stated that it stopped working, which led me to assume that you were at least aware that its inability to function was related to a possible malfunction, and not the child lock scenario that you request be imagined.
Due to the current state of the Covid Pandemic being faced, most LG employees are working from home, and the phones that link to that technology as well as the PCs that process that data are in office, so access is limited at this point in time unfortunately.
LG have come across problems in the past where microwaves no longer function and it is more often than not, an issue with the magnatron. The magnatron generates the microwaves that heat the contents.
LG do have the option of you returning the unit to the store where it was purchased from but they do not unfortunately arrange courriers to collect units from customers residences.
LG South Africa do trust their own technology and they do know that there are currently no microwave models on the South African market with any known issues.
Warmest Regards
LG Cutomer Care
Due to the current state of the Covid Pandemic being faced, most LG employees are working from home, and the phones that link to that technology as well as the PCs that process that data are in office, so access is limited at this point in time unfortunately.
LG have come across problems in the past where microwaves no longer function and it is more often than not, an issue with the magnatron. The magnatron generates the microwaves that heat the contents.
LG do have the option of you returning the unit to the store where it was purchased from but they do not unfortunately arrange courriers to collect units from customers residences.
LG South Africa do trust their own technology and they do know that there are currently no microwave models on the South African market with any known issues.
Warmest Regards
LG Cutomer Care
LG Electronics's reply30 Jun 2020, 15:35
Official
My apologies, you stated that it stopped working, which led me to assume that you were at least aware that its inability to function was related to a possible malfunction, and not the child lock scenario that you request be imagined.
Due to the current state of the Covid Pandemic being faced, most LG employees are working from home, and the phones that link to that technology as well as the PCs that process that data are in office, so access is limited at this point in time unfortunately.
LG have come across problems in the past where microwaves no longer function and it is more often than not, an issue with the magnatron. The magnatron generates the microwaves that heat the contents.
LG do have the option of you returning the unit to the store where it was purchased from but they do not unfortunately arrange courriers to collect units from customers residences.
LG South Africa do trust their own technology and they do know that there are currently no microwave models on the South African market with any known issues.
Warmest Regards
LG Cutomer Care
Due to the current state of the Covid Pandemic being faced, most LG employees are working from home, and the phones that link to that technology as well as the PCs that process that data are in office, so access is limited at this point in time unfortunately.
LG have come across problems in the past where microwaves no longer function and it is more often than not, an issue with the magnatron. The magnatron generates the microwaves that heat the contents.
LG do have the option of you returning the unit to the store where it was purchased from but they do not unfortunately arrange courriers to collect units from customers residences.
LG South Africa do trust their own technology and they do know that there are currently no microwave models on the South African market with any known issues.
Warmest Regards
LG Cutomer Care