[Resolved]  LG Electronics — front loading washer

Address:

19380

We bought this product in september of 2016, and experienced multiple issues with the machine vibrating violently and moving far away from where it normally sits within just 6 months of the initial purchase. We had 2 different authorized repair companies out to "fix" it on 3 different occasions (All within 2 months), one of whom told us he believed the unit was either defective or had been dropped during shipping at some point.in any case, the fix lasted only a few weeks and the drum ultimately came completely unattached. Lg finally sent a direct repair representative out to replace the drum, after we waited several days and despite our request to have the entire unit replaced. Within a few more weeks, the vibrating started again and had to be "re-calibrated" again. It is now starting to do the same thing again, but my complaint here is actually driven by the fact that the power to the machine went out completely on tuesday morning, 10/23, and the unit is completely inoperable. After trouble-shooting both the machine and the electrical outlet and circuit breaker, i called lg on tuesday morning and was told that lg had no service availability to come out and that they did not know when they would have availability, so i was referred to two local authorized repair companies. Neither had availability until at least a week out, so i called lg back and was told that they would know their availability after 4pm est. I called back at 4:30 est and was told they still didn't know, and to call back in the morning (On wednesday). They also gave me a third local option who i called on tuesday but have yet to hear back from as of wednesday at 11:00am. I also called lg back on wednesday morning as instructed, but still they had no idea when there would be someone that could repair the unit. They did, however, tell me that there would be a diagnostic charge of $125 if they could find a repair representative and that i could probably find a lower price from a local company. I have explained to the supervisor at lg support that we are a family of six and my wife has been very ill, so this poses a significant hardship for us, and that we should not be expected to have ongoing issues with a machine that is now only two years old, but the response has simply been that they are sorry and will call me when someone becomes available. Needless to say, we are extremely disappointed with this machine and feel that lg does not value us as a customer despite the fact that we have purchased many of their "top of the line" products, including washer and dryer, 3 large screen tvs, an oven/range and a refrigerator, all within the last 5 years. Our desired solution would be for lg to replace this defective merchandise at no cost to us, as it has been an enormous inconvenience and has not worked properly since we bought it.in lieu of that, our minimum expectation would be that they prioritize our issue given the history and send a repair person on the same day.