After buying and installing a $2,514.25 LG mini split indoor LAN246HV & outdoor and LAU246HV quoted on 8/2/10 and paid for on 9/2/10 to Island Appliance of Camano Island the unit stopped working around 11/9/12. We hired Pilchuck Heating of Snohomish, WA to fix it and they told us the "compressor" was not working. They told us it should be covered by LG and that we should get the part from the place of purchase. We then contacted Johnstone supply of Everett, WA and I believe I spoke with a sales guy named Scott. Scott flat out lied by saying that if the install was not performed by a licensed, epa certified contractor that LG would not warranty the part. However I had already talked with LG and they stated that it was covered regardless of who installed. They then gave me a case number CNM121115209339 and said the part is waiting to be shipped and just to call back Johnstone and give them the case number. [continued below]....
..... I called Johnstone back and Scott lied to me again and said the same thing he said before.
At this point I called back and wanted to talk to the Manager. His name is Matt. Here is a quote of his phone message to me word for word that I still have on my phone. "Hey Chris this is Matt over at Johnstone supply. Hey I just wanted to keep you in the loop as I have not been able to order this part from LG. I am trying to get to the bottom of it. I was not able to talk to them today regarding the case # to see exactly what was said. um I dont see where is was registered online. #1 that's one thing I need to have to make sure that this is under warranty, it needs to be registered with them. #2 I need to be sure that it was installed by a licensed hvac contractor and thats one reason why the online registration does tell me that or does help if you have paperwork or whatever designating telling me that it was installed by a licensed contractor. Maybe I can go around it and order it that way but am kinda stuck right now. I am trying to get a hold of LG. I just ran out of time today and was talking to voicemail and stuff so I will try to get to the bottom of it tomorrow but just wanted to let you know I am working on it but I need to get everything confirmed first before I place these orders here or otherwise I am going to have to charge for the parts so anyway thought I would let you know"
After receiving the message I called LG again and they reaffirmed that all Johnstone supply needed was the case number. No other requirements needed to be met. Matt, as you can read, made it clear that it had qualifiers. LG is standing behind their product but Johnstone supply is not. After getting nowhere with Matt when I called him back and told him what the LG guys said he would still not take care of his responsibility. I called LG again and they gave me the number for Thrifty supply and said to give them a call. After explaining all that had happened they ordered the part and it is sitting on their counter ready for pick up! They did not have anything to do with the original sale but took care of a customer without lies and conditions. These guys are great. Johnstone supply should follow their example.