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Elsa R

1 reviews | Active since Jun 2018

27 Jun 2018, 10:13

Poor service from LG - DIRECT DRIVE DISHWASHER WITH 10YEAR MOTOR WARRANTY

Not even worth 1 star. I loved LG product but will definitely think twice before adding a LG to my home ever again,

I bought a LG Direct Drive Dishwasher 5 years ago, with a 10year warranty on the motor. It's making a huge noise and after phoning LG and stated what is wrong the technician was supposed to phone and make a appointment. After waiting 2 days I phoned LG again and they once again told me that the technician will call me to make a appointment. The following day I phoned LG again as I haven't heard from the technician, finally I spoke to the technician on the Thursday afternoon and he said he will come on Monday morning before 12.

Monday morning around 9 the technician phoned me and said that there is no parts available for my machine and that it will be only available in 5 weeks time. Once again I phoned LG to launch a complaint because this is first of all bad service and why should we wait 5weeks for parts if there is a warranty on my machine stating that it will last?

The gentleman at the call centre launched the complaint and said LG will get back to me. The following afternoon I phoned again as I haven't heard from LG. The gentleman adviced me to phone Amos and gave his number. I phoned 6 times and couldn't get hold of Amos - and left a message but with no success.

Phone this morning and the lady told me that they don't have stock if my machine is 5years or older and that she will invstigate and give Amos my details.

Why do we have to receive this poor service if we paid a huge sum for a appliance with a warranty and it don't last? Surely I can advice that please don't look at the LG Dishwasher because of the warranty on the motor because this surely is just a sales technique and means nothing and isn't the R8000 worth.

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Replies (2)
LG Electronics
LG Electronics's reply27 Jun 2018, 11:56
Official

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

Kind Regards.

LG Customer Care.

ER
Elsa R's update30 Jul 2018, 09:28
Reviewer Update
Ok. So after loadin this complaint and LG Responded miraculously, the technician came out and said that if I don't want to wait the 5 weeks for the part LG can give me a price on a 'Service Exchange', he explained that in this case I will pay a amount and get the machine exchanged for a new one. I told the technician that I don't see why I should pay lets say R4000 for a new machine as this is a broken part on a warranty but let me know what the service exchange amount will be. The following morning the technician phoned and said he is on his way - arriving at my location he had a motor. When I asked where this motor suddenly came from as stock would have come only in 5 weeks he said he took it out of one of his other customer machines as she is awaiting a drain pump and he would like to assist me straight away. I didn't think much of this as I'm not sure how LG's do's and dont's work and he said my warranty will continue from 5years onwards. After changing the part and leaving my machine gave a error code of OE. I contacted the technician as he requested and he came back straight away. Opened my machine again and said he can't find anything wrong but if I can give him till the following day then he will let me know what he will do. The following morning a lady from LG phoned and said the technician ordered a part and it will take up to 5 weeks and then replace the part. At this stage I was busy and thought I will sort this later that day as 5 weeks is ridiculous. The following morning I phoned the technician and told dim I want a price on a service exchange. Being a Saturday he said he will get back to us. The Monday morning the technician phoned and said he is on his way with the part. Arriving at my property he replaced the part and the machine worked it seemed. After a couple of days the technician phoned and said I have a overdue balance of R512. I asked why and he explained that this was for the last part they placed in my machine. I said that nothing was communicated regarding a fee to be paid for this part, not when the LG lady phoned or when he placed the part in my machine. I phoned LG again and spoke to the technicians manager and she said that she will repond with what is going on and she can't believe they placed a second hand part in my machine. She phoned me back and said that the firs part (motor) wasn't a secondhand part as this was placed new in the customer machine it was taken from and didn't work once. (AND YOU MUST THINK I BELIEVE THAT) After a couple of days my machine gave the OE error code again, I phoned the technician manager again as she adviced me to do. I struggled for days to get a response for a service exchange - after finally receiving the service exchange price it was R137 less than the price of a new machine from Makro. Seriously, replying on the email of the service exchange and several phone calls I still don't have a solution for my broken machine than to replace it for almost R7000 and this machine was supposed to last another 5years on the LG WARRANTY. THANK YOU LG YOU SUC****!!!