LG APPLICANCE FAILED TO PROVIDE SUPPORT/REPAIR TO BRAND NEW APPLIANCE New Jersey

January 9, 2023

RE:  LG Fridge/Freezer; Item number LRSXS2706BAWBCNA0/Serial #209MRUY1M902

To whom it may concern,

I purchased an LG Side by side in October 2022.  In December 2022, I went to the place of purchase to request service as I noticed that the freezer was frosting.  I was able to determine by looking at the seal that it was defective.  I was advised that I needed to deal directly with LG as it was still covered under manufacturer warranty and that I should not have to use my extended warranty. 

December 10, 2022 I went online, registered my product, and requested a service call for a faulty seal.  See attached email confirmation.

December 14h, I received a text message from LG asking if my issue was resolved.  I answered NO.  I then received another text message asking that I register the product; it also contained several YouTube videos on how to repair an ice machine that is overfilling.  I responded back that the product was already registered and that my issue was NOT the icemaker but in fact a faulty seal.  They sent more YouTube videos.  I again responded back that I was NOT going to entertain them by viewing the YouTube videos as the fridge was less than 2 months old and I demanded that someone come out to repair my fridge. 

December 15th I logged in again to the LG website to try to find a number or some place that I could file a formal complaint.  I was able to find a “Live Chat” button so I clicked on that.  I advised the Live Chat person that I have been trying to get service for some time and no one will help me.  They were able to confirm that I indeed reached out on 12/10 for this issue; however, the request was NEVER submitted to have someone come out to repair the fridge.  The online chat person advised that they would schedule an appointment.  The only appointment time they had available was on a day that I was not working from home and had multiple meetings scheduled.  I was advised that they were only able to schedule a week at a time; however, they would send my repair request over to their service network and a tech would call me within the next 24-48 hours to confirm if they can make it on my preferred date.  Please note that I DID NOT PROVIDE A PREFERRED DATE.    I was provided a repair number RNN221215001233 and asked to keep my lines open as someone would be calling me within 24-48 hours for my appointment.

December 15, 2022 I received an email (see attached) from LG advising that my service request was accepted and that someone would be contacting me for a date/time.  NO ONE CONTACTED ME. 

December 17, 2022 I drove back to ABC Warehouse to speak to someone, as I was beyond frustrated that NO ONE at LG wants to speak to me and fix my appliance.  At this time, ABC contacted the company that they use for the extended warranty to schedule an appointment.  I now had to use my extended warranty because LG was ignoring ALL calls and attempts that I have made.  By using my extended warranty, I was now losing money.

December 19, 2022 – Text message received from LG:

December 21, 2022 @ 4:27 p.m. I receive a text message from Andy with LG Pending Management (see attached) reminding me of my appointment.  Imagine my confusion – what appointment????  NO ONE CALLED ME TO SCHEDULE AN APPOINTMENT!!!   I immediately called the number to try to figure out what in the hell was going on.   When I called I immediately asked who this company is and what was the reason for their call.  I was advised that LG scheduled an appointment for me and they were calling to confirm to confirm the date and time.  WHAT?!?!?!?  They scheduled for me?!?!?!?  I was NOT going to be available on the day they felt I should be.  Had I been aware of the day/time I would NOT have scheduled my car to be serviced on the same day.  Rather than rescheduling the appointment, it was cancelled.

December 28, 2022 I file a formal complaint with the EMAIL THE PRESIDENT option on their website.  I provide ALL of the information and request a call to discuss.

December 29, 2022 I receive a voicemail that says, “Hello with is Briuna Presidential Liasion giving you a call about your recent escalation I was unable to reach you so I will try again at a later date have a good day.”  NO return phone number NOTHING.

January 3, 2023 I receive a text message, “Hello, this is Briuna, Presidential Liasion with LG.  It has been a pleasure assisting you with your case.  For any future questions or concerns please feel free to reach out to our customer support staff at 1-800-243-0000.  There will be a survey sent to you regarding the service I have provided.  Please note that it is just about the service I have provided you. Thank you for choosing LG”.  WHAT SERVICE?  I HAVE NEVER SPOKEN TO HER?  MY ISSUE IS NOT RESOLVED!!!!!  I send a response, “Need someone to call me ASAP.  This issue is NOT resolved. 

Later that evening, I call the number provided above.  I spoke with a customer service rep and again go over everything from start to finish.  Several times throughout the call he wanted to confirm that the issue was with the ice maker and, again, I stressed that it was NOT the ice maker that the issue is with the seal; however, the icemaker is being affected due to the constant influx in temperature.  I also demanded that I be compensated for ALL the food that I have lost.  I had to throw away a ½ a pig along with steaks, pizzas, cookie dough, etc. due to the thawing and refreezing. I am not going to feed my family food that potentially is bad due to the failing product.  I demanded compensation for my electric bill as my appliance is constantly running due to this failing seal.  Demanded reimbursement for the damages being caused to my floor due to the water from the frost.  I was advised that I would be receiving a call within 24-48 hours to discuss this matter and that compensation would not be an issue.  I was sent 2 emails (attached).

The response I received is, “CNN230103589417 this is your ticket # 1/3/2023.”

Nothing else beyond this text message regarding compensation.

January 9, 2023 I receive yet another text message from LG

Due to the faulty product and a company that is NOT willing to stand by their product I have currently lost approximately $2240 and that amount will continue to increase the longer it takes to get the issue resolved.

·         $900 in pork

·         $100 in steaks

·         $20 in cookie dough

·         $40 in frozen pizzas

·         $20 in frozen vegetables

·         $100 electric bill due

·         Approximately 2 days of missed work having to deal with this nonsense

·         $500 in eating out due to not being able to keep food in the freezer due to this faulty product.

As of today January 9, 2023 I still have NOT spoken to anyone from the last complaint filed; have not spoken to the Presidential Liaision; still have not been able to use my freezer as the extended warranty department company had to order the part.

I demand resolution to this matter up to and including compensation ASAP.