Complaint Review: LG Electronics

I just moved into my new house in June 2008 and bought all new LG appliances from Home Depot. When the microwave was installed it made a very strange noise and would shut down after a few seconds. My husband contacted LG customer service and they said they would send a reapirman out, which of course took weeks.

After the first guy came out he said he needed to order parts and they would be shipped in a week and he would come back. About 3 weeks later, he finally came back out and replaced all the parts he ordered and it still had the same problem. My husband contacted customer service, again, and they sent out a new tech to look at the microwave stating that this tech can fix it. Of course, he couldn't.

Weeks later, another tech came out to the house and in repairing all the parts, yet again, he completely busted the microwave. Now instead of having a semi-working microwave, I had absolutely no microwave. My husband was told that he needed to fax a form to customer service before they can send out a replacement. Of course, we do not have a fax machine at home, so he had to wait until Monday when I went into the office to fax the form. Why the repairman could not complete this task, I am still unsure.

2 more weeks go by and while still waiting for any contact from LG, my husband again called customer service to inquire about the replacement microwave. They said that we did not attach a label on the form that was faxed and they cxannot send a replacement without it. My husband was never told about a label nor were we contact when they received the fax to tell us to refax the form. At this point we were on vacation and have no access to a fax machine and were 3 hours away from the necessary label. He asked if she could ship the new microwave without the label and we will send the fax when we return from vacation the next week. She said she would send it that day, Friday and ship it 2-day to be at our house by Tuesday.

Tuesday came and went and now it is Thursday and we still have no microwave. I finally stepped in and took charge of this unbelievable situation. I called LG this morning and customer service was of no help, they said that I needed to speak to the woman my husband spoke to last week. She of course wasn't in for another hour. I called back at the time they said she would be in and received another customer service rep who said she would be able to help me with anything and that I didn't need to speak to the woman from last week. She was of no help, she said the claim was just filed on Tuesday, 5 days after my husband spoke to her and that it would take 5-7 business days for it to arrive!! Another week down the drain. I told her that this is completely unacceptable and that I have been fighting to get a working microwave for 3 months now! She could not explain what the hold up was because it just came to their department last week, where has it been for 3 months then? She could not answer any of my questions or help me in any way. Of course, there is absolutely nothing that they can do, it's policy. She would not overnight it or hand deliver it from their NJ warehouse. I told her that their policy needs to be rewritten to accomodate special circumstances and that I am furious with LG as a company. I spent over $4000 on LG products in June and this how they treat their customers. I am waitinf or the other 3 appliances to fail as this one has and I will NEVER EVER buy a LG product again. I am half tempted to replace every LG product that I bought. However, they will never issue a refund for any of their products, because they would go out of business if they did!! I am still waiting for my microwve to arrive so I can sell it and buy a quality product from a reputable company.

Jenn
Phoenixville, Pennsylvania
U.S.A.