Why will not LG honor my washer’s guarantee?


Why: LG is refusing to honor its guarantee on a washer it purchased final February at Residence Depot. The fragile cycle by no means labored. We did not clear up the issue till June as a result of my husband was identified with most cancers and we had different priorities. We additionally knew it will nonetheless be underneath guarantee after we obtained it.

Travel Troubleshooter Christopher Elliot...
Christopher Elliot

We have had eight visits from LG-contracted technicians. Not solely has he fastened the fragile cycle, however this previous fall the technician touched a reside wire and blew all of the wires on the machine. So now it does not work in any respect.

We are attempting to get LG to interchange the machine. Moreover, there may be apparently a producing defect in our washer that causes the reside wire. We expect somebody must be pursuing this.

We would like our washing machines to get replaced ASAP. are you able to assist?

Gail Mason, Sunderland, Massachusetts

a: I’m very sorry to listen to about your husband and I want him a speedy restoration. At such occasions, the very last thing you need to fear about is your gadget not working.

Your LG washer ought to have been working the second a technician put in it. But when it did not, LG and Residence Depot ought to stand behind the product and repair it rapidly. Seems just like the LG technician solely made the unhealthy state of affairs worse. There isn’t any excuse for this.

I reviewed the prolonged documentation of your contacts with LG. By the best way, nice job protecting the paper path. It makes discovering a decision a lot simpler.

You adopted the appropriate path to get LG to honor the guarantee in your washer, however you skipped a step or two. First, you need to at all times report a defect to a producer instantly. You actually had a cause to not report it, however sadly, producers and retailers are much less sympathetic.

Guarantee protection in your gear varies. You solely had 48 hours to return your washer underneath your Residence Depot return coverage. After that, Residence Depot arms you over to LG for its technical help group to cope with.

It seems that LG has repeatedly tried to restore your washer, apparently in opposition to its will. It simply did not need to work. After the Stay Wire incident, LG and Residence Depot had been providing you with a runaround. You spend hours on the cellphone attempting to succeed in somebody to schedule one other restore. And at this level, I agree that you simply want a brand new machine.

I can perceive why LG can be reluctant to interchange your gear. It’s costly and embarrassing. However I am unable to perceive why nobody will show you how to.

I listing the names, numbers, and e-mail addresses of each LG customer support executives and Residence Depot executives on my nonprofit client advocacy website Elliott.org. I feel accessing one – or each of them – may show you how to clear up this.

I contacted Residence Depot in your behalf. Residence Depot eliminated your previous washer inside a day. Residence Depot additionally agreed to interchange your washer at no further price.



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