I activated a brand new LG Gin Decof I went to be one night months later and woke up the next morning to m phone not turning on I got online and saw that I was still under their one year warranty I thought this is a good thing, so I filled out the paper work and got my shipping label and sent it in to them I got the confirmation that they had received it and so I was expecting, just like I would with any other company, that they were going to send a new unit out to me ASAP Well as you can guess that did not happen, I was told it was going to take them 7-days to repair my phone Keep in mind it is in the possession of the company that manufactured the phone, but it takes 7-days That is ***, If your *** is not good, replace it I would expect that when I take something back to *** ***, *** *** or any store that I purchase goods from I will never by anything from LG ever again because now I know how their "CUSTOMER SERVICE" is a load of ***!!!!!!!! Sounds like they need to pull their heads out of their back sides and re-think their "CUSTOMER SERVICE" policies
Horrible communication and customer service. My fiasco started approximately two months ago when my new, $1500-$2000 refrigerator which was not even two months old stopped making ice. When I first called, it took a couple days to schedule an appointment but once the technician came out, he temporarily fixed the problem. He said if it happened again, I would need a new door. The technician, Tim, was great. Unfortunately, it did not fix the issue.
When I attempted to reschedule, I had to speak to 5 customer service representatives and two service representatives (several times) before they were able to come to what should have been a simple solution. I was told that I would be contacted about an appointment that was to be scheduled and never was. When I called, they said there were no appointments available for another week, and no LG technicians in my area. None of the seven employees I talked to knew who the technician was that originally came to my house. So I was unable to have it fixed before Thanksgiving even though I originally called 11/15.
They sent my issue to an outside company, [redacted] who they said I could contact or they would contact me in 24-48 hours. Three messages and three days later, no word from them so I contacted LG again. They cancelled the appointment and were putting a new one in.
Over a week later, an LG representative calls to tell me an appointment is scheduled for the next day, Friday. When I call the number given, the appointment is with [redacted] plus again. Three voicemails later and one wasted day off work, I still did not hear from them so I contacted LG again. I finally received someone who personally called the company and was unable to get a hold of anyone so she scheduled me another appointment. Somehow she found an LG tech in the area even though no one else could.
Not only was the customer service in the main LG line horrible but the service department never knew what was going on either. They continually called and left the same voicemail even though I told them to call a different number so my husband would be able to answer their calls. They always left a call back number which was the main LG line who never really knew what was going on, and I could never call the direct line and talk to the person leaving the message.
When I was able to talk to the service department since I took a day off work for an appointment I was notified about but never really existed, she too did not know who Tim was. She scheduled me with Jerry but said he would have to come out and check it first before ordering a door because my original guy was new (which I found funny since she didn't know who he was). She said if it was a door, he would then order it which would take 3-5 days and then he would have to come out again.
She proceeded to schedule me for Tuesday, Dec. 7th which I had to inform her was the 6th or Wednesday the 7th, she had to check that she scheduled it right. Then come Sunday, I received an email that it was scheduled for Monday the 5th. After she spoke to [redacted], he asked why the technician that works my area couldn't do it. [redacted] from the service department said [redacted] (who I assume was the [redacted] that came out) no longer worked for LG. [redacted] informed her he was just out for surgery and would be back this week. A huge lack of communication, poor training, and horrible business all around.
The only positive was the technicians. [redacted] contacted both phone numbers and ordered the door without needing to come out and waste everyone's time. He too was a little confused by why he was told the appointment was for Tuesday but then on his schedule for Monday but took the initiative to contact us personally to sort everything out. Both [redacted] and [redacted] (whoever he may be) were great and should be acknowledged for their professionalism, knowledge, great service. Everyone else could benefit from some additional training in communication and business practices.
In the meantime, I contacted their corporate department, CEO and head of appliances and heard nothing from either.
Once I received the new door, something was leaking and frost was forming over a large portion of my freezer. I waited until after Christmas to contact them at which time they told me I was opening the door too much. I proceeded to tell her that we open it maybe once a day typically. It wasn't until I said I would just have to have my husband call and take care of it that she said she would schedule a technician to come out. I really just want a new refrigerator or my money back because this is ridiculous. I am currently waiting for the technician to come out on Friday to see what happens next.
LG Refrigerator model LMXS20776S
Purchased November 2014
Stopped cooling August 2016
Warranty One Year
Did not purchase extended warranty
Comment: One should not have to purchase a new $2,700 refrigerator in just under two years.
Asked if they would provide failure rate data on this model refrigerator. Was told they do not provide consumers with failure rate information.
Problems:
Ice maker stopped working
Water damage from ice maker leaking water under the exterior control panel, causing black mold and outer layer face plate to peel
LG customer service terrible, unconcerned about the quality of their products
LG quality of products is extremely poor
LG model reviews demonstrate a high failure rate
LG hides behind a warranty providing protection only for themselves
Communication between LG service center and corporate customer service is unorganized and disconnected.
I had Bluetooth headset that stop working under the 1 yr warranty so I called LG to return and get new set. When I return the set they were to send me a new set but instead they set me the same broken ones. When I called again they asked me to resend but I did that and have not yet to receive my new set
Ordered my LG V10 and had it for less than a month. Phone fell down 3 feet on my m audio interface made entirely of plastic and shattered. I've had cheaper phones that are more drop resistant. LG needs to get its [redacted] together. A high end phone unable to take a tiny drop like that is insane. Whether this is a common issue or a manufacturer defect that caused a military grade phone to crack so easily...LG won't stand behind their product.
https://www.youtube.com/watch?v=W2xJFbp1ChE
That is YOUR advertisement LG^
I wanted to like this phone but LG's support has turned my experience sour. Will not purchase nor recommend LG products to any customer in the future. They don't even have a number or extension to reach their technicians.
I bought an LG refrigerator that was on sale in June and took nearly two months to get delivered and after not receiving a call about delivery time on the day it was suppose to be delivered the shipping company called and said they haven't yet received the product to deliver so it was another week before I got it. After having the fridge for only 2 and half weeks the water dispenser leaked and then compressor went out. LG sent out a repairman and took over a week to get a part to repair my "NEW" fridge. Repair man said motherboard and compressor need replaced for my "NEW" fridge. I called LG to explain that I wanted it replaced and after getting hung up on twice they said nothing could be done, we just had to wait it out. They won't back their product and the store wouldn't exchange the fridge for equal exchange. This is completely unacceptable to buy a new product and within weeks have it break and the company won't replace...to go without a refrigerator with a family of 7 and loss of all our groceries is unacceptable. I will never buy another LG product, and their customer service department are rude and disrespectful.
I very rarely write online reviews (positive or negative) so LG, you should be honored I am reviewing your company. I purchased an LG G4 back in June 2015. After 6 months my phone had a problem and went into the boot loop issue. I sent my phone to LG, and it took them a month to repair it and get the phone back to me. Six months after I got my phone back, it went into the bootloop problem again. This time, LG is refusing to fix my phone because I had the screen replaced by a third party which removed the sticker showing the IMEI number. First of all, there are at least four other ways to see the phone's IMEI number. Secondly, the phone has a manufacturing defect, so LG should be willing to just fix their defective phone. If you search online, you can find hundreds or maybe thousands of people having this same issue.
But my problems aren't limited to just LG's phones. Their customer service is also among the worst I have ever dealt with. Once when I contacted their customer service I had to wait over an hour to speak with someone. Not to mention, the representatives are the most unhelpful I have ever dealt with. If your problem deviates from their training just a little bit, they are unable to help at all, and just say "Sorry, there is nothing we can do." I have dealt with other companies that are willing to bend their rules to keep satisfied customers, but LG just doesn't seem to care.
Overall, since LG is such a horrible company with useless customer service, it looks like my only options left are to contact the New Jersey Attorney General to file a complaint, and to contact a lawyer to see about starting a class-action lawsuit against LG. Since I am sure these won't get anywhere, it looks like the most I can do is never purchase another LG product and tell everyone I know to avoid LG like the plague. It's actually not that hard to avoid LG, since there are other companies that make much better products anyway.
Before I begin, Please note I work in IT. I work in a Call Center. I completely sympathize with people in this position and the flak they can receive. That being said...
For the past 3 weeks, my LG G4 Mobile Cell Phone has been with LG repair. 10 days past warranty, and will not fix my phone without paying $72. I politely declined this service and asked my phone to be returned. This was week 1. When I called back requesting status, they had no knowledge of my phone being tagged for return as is. I asked for information and they stated it will take 9-10 days to have my phone sent out to be shipped back to me. 9-10 days for them just to hand a package to [redacted] I asked what would happen if I paid for the service. I got an answer I couldn't believe. 3 days to repair and immediate return of your phone. I asked for clarification and stated, so you hold my property hostage and when I pay, you return right away. No thanks, Please return my phone. Another week goes by, I call again. Exact same answer, and no record of them tagging my phone. This is beginning week 3 where I followed up with multiple emails to their Customer Service department with the same answer, your phone is out of warranty we cannot repair. They finally tagged my phone for shipment back and I received today.
I received my phone broken...message upon boot saying MINI OS Loading. Then Genesis miniOS 3.1. I called again and spoke to 2 techs and an escalation team and they all said they didn't touch it. They didn't do anything to this phone and nothing has been changed. They have never seen this message and that this is something that happened not by them. Basically, they said I did it. I spent 5 minutes googling Genesis miniOS when auto pop finished with 3.1 where I got the answer. Hold down power button and select boot normally. You must hold power button while pressing.
5 minutes on google....countless hours with their Support and customer service to fix my own issue they caused and still have my original issue present. A simple speaker rattle. They said they did nothing, and yet I'm in the middle of restoring my data because they factory reset my phone. Never again will I purchase an LG product. I called corporate and they put in a "request over seas with my case". As I said, I work in IT, I needed to say something to someone.
I am so disgusted with LG customer service. I bought a 7,000 refrigerator. It is not even one year old. It needed a new compressor in May. Now a new sensor. I had to fight for food loss and they only do that one time. They have absolutely no compassion and act like they are doing you a favor when you call the 800 number. I have never had SUCH horrible customer service in my life!! Never buy LG and after to speaking to many people I have found they have had similar problems,
LG has BAD policy
I am not satisfied.
I want LG to stand up for their products. Change their policy
If LG sold a defective new product then LG should replace it not repair it.
I paid for new products not defective one.
LG response 01/07/2016:
Dear Sir or Madam:
This is in regards to the complaint filed by [redacted] under your case file #XXXXXXXX and LG's case file # CNMXXXXXXXXXXXX.
This customer's complaint has been received and carefully reviewed. We sincerely regret that this customer is experiencing difficulties with their LG unit. All electronic equipment requires service from time to time despite the most exacting quality control standards at the factory. While we constantly strive for better ways of keeping maintenance to a minimum, occasional failures can occur.
The manufacturer's limited warranty is for service and repair. We hate to hear that the customer is dissatisfied to receive service on a new unit; however, we are happy to hear that Home Depot was able to offer a more satisfactory resolution.
If there is anything else with which we can further assist you, please do not hesitate to contact us.
When we used our new LG Top Loading washing machine for the first time, it was apparent that there was a significant issue with the machine. After numerous calls to the retailer and to LG, LG finally agreed to send a field representative to our home. It took all of 3 minutes for the representative to verify our complaint - and the resulting action was that the retailer replaced that machine with a new one. The new one worked OK for four years, and now we are experiencing the exact same problem as we did with the first machine. it is apparent that the problem is either a design flaw, a manufacturing defect, or both. As we are out of warranty, LG refuses to do anything unless we pay $280 for a service call. To add insult to injury, LG claims that they have no record of a previous service call - even though I have the work order and receipt number. I guess their reasoning is if the problem was big enough to require replacing the machine instead of servicing it, then a service problem never existed!
We will never do business of any type with LG again.
LG has known bootloop issues with their mobile phones, yet refuses to issue a recall for their defective phones. They do not issue any support except repair they charge for. Absolutely terrible. Issue a recall on your defective devices!!
I am writing to share my recent negative experience of having LG not honor the manufacturer's warranty (7 years on the sealed system) on a LG refrigerator I purchased on 12/2/13. The refrigerator stopped working on 9/8/15 with the unit no longer cooling in the freezer or refrigerator compartment. After many calls with LG and after an initial diagnoses of a failed compressor by LG, (and a [redacted] tech on 9/21/15) the compressor was replaced by [redacted] on 10/16/15. However the compressor replacement did not fix the issue and [redacted] came back out on 11/2 and found that the sealed system failed and was leaking freon and was unrepairable.
After this I had multiple interactions with LG via phone and email and finally on 11/30/15 was told by LG that [redacted] would need to come out again to take more pictures. [redacted] came out for a 4th visit on 12/2/15 and after the [redacted] tech came out and reconfirmed the findings from 11/2 that the sealed system (under a 7 year warranty) had failed [redacted] spoke with LG and was told that the fridge was damaged by [redacted] and that LG would not honor their warranty.
I was present for all 4 of [redacted] visits and LG's claim that the [redacted] tech has used a heating gun to heat the evaporator coils which then melted and cut the sealed systems lines is false. The [redacted] tech never used a heat gun or accessed that side of the fridge other than to identity the sealed system leak.
My goal is to let other consumers know that LG is a company that does not honor it's warranties. Buyer beware.
I purchased an LG Dryer Model DLEX3470V SN-307KWDJ2S594 in January 2014 from a local [redacted] Outlet store.. It ran fine for just over 18 months.The dryer failed about Sept 5th of this year when we turned on the Steam Fresh feature for the first time and the drum stopped turning. It has not turned since. The "drying" light blinks but nothing is happening with the drum. After calling LG and getting no direction from them other than to call a 3rd party technician, I went online. I saw a video on how to do basic diagnostic tests. I ran the"startup diagnostic" based on the video. The diagnostic flashed a "nP" error code for no power. I also saw a video on the LG website showing the "Smart Diagnostic" feature. It indicated you could record and play it back for your LG representative to diagnose a problem. I called LG a second time. I was told to wait 10 minutes for a technician. I waited 35 minutes. I told the tech of the error code. I also told him I had a "Smart Diagnostic" recording to play for him. He told me it was a possible power issue or a Main PCB board failure and to call a local 3rd party dryer repair facility. He refused to listen to the recording I had from the Smart Diagnostic and dismissed it as irrelevant. I called the local 3rd party technician. He came out and spent 35 minutes on the phone with LG after spending 25 minutes doing conductivity tests. The local 3rd party service technician and the LG rep spent another 10 to 20 minutes discussing their findings. They determined the Main Board needed to be replaced. (Wow, big surprise.) The tech indicated his visit was $180 dollars and the return visit with the part would be another $400 dollars, not including the part which was $189 - All this for a $900 dryer. I declined. After determining the part number recommended by the LG Corp technician and the local 3rd party technician was wrong, I ordered the correct part from a reputable electronics supplier online. I installed it using the same videos I had watched earlier online before calling LG the second time. The same "nP' error code is flashing again after replacement during the startup diagnostic. The drum still does not turn. I am now ordering a high limit fuse and possibly a heating element if that does not work. But I will not turn to LG based on my previous experiences with their customer service and their recommendations for me to contact a local service rep. I am aware I am out of warranty and the components are electrical. But I believe LG should be more forthcoming about the types of issues occurring within their dryer product lines - especially the cost of repair for these mostly now electronically controlled components and the cost of installation outside of warranty. LG should provide true customer support with knowledgeable employees, who are willing to assist with "Smart Diagnostic" features and be forthcoming about product issue resolution. There is not an LG parts ordering site. There isn't an LG sponsored repair video. All the information I am gathering is from other parties. It seems wrong LG does not provide more support for their customers (soon to be former). My repair issues continue. I am becoming auto didactic in the dryer repair field; not by choice or desire, but out of necessity; since the manufacturer has for all practical purposes abandoned me after only one year. Something needs to be done about their unwillingness to step forward and take responsibility for product failures within such a short period. I will definitely think twice before I buy another LG product. I find my attempts at assistance from their call center are fruitless. Why turn people away to local repair techs who know as little about their products as me? Why not offer better support to the consumer and 3rd party techs with more online information? Why would they not allow me to play the "Smart Diagnostic" for them over the phone? What is the point of having and advertising such a feature if they do not allow the consumer to use it?
It appears to me LG is content with the prospect that American consumers should just buy a new LG dryer every year or else pay exorbitant repair fees. Does this seem like a legitimate practice, designed to instill confidence in their product? I think it is contrary to Better Business principles to allow a company to turn it's back entirely on the consumer and curtail ALL support after only one year. Someone who has had no repair event, and thereby no need to call the manufacturer during the warranty period, ought to be afforded the opportunity to avail themselves of the anticipated "support cost" price markup of a new product set aside to allow the manufacturer to answer the phone and provide support at no cost during the warranty period. But if I as a consumer never had to call until after the year, why throw it out and penalize me? Why not assist me with the problem instead of throwing me to a local 3rd party technician knowing I never called them before for support?
I purchased an LG refrigerator Nov. 2016 with delivery Dec XX XXXX. Model LFCXXXXXST manufactured in China. The refrigerator has a white sticker on the painted side of the stainless refrigerator that says " The present label contains the information for service, so no one is allowed to remove it except the manufacturer." This sticker is very ugly on the visible side of the refrigerator. I called the Customer User number 1-800-243-0000 and was told that if the sticker was removed the LG warranty would be void. I then was referred to LG Executive Service in Huntsville, AL and again was told that removal of the sticker would void the warranty and that they did not know why it was not placed on the back, end of conversation.. Why was a non-removable sticker for maintenance purposes applied to the visible finish surface of the refrigerator rather than on the back ???? No solution offered, they just expect me to accept a new refrigerator with a non-removable visible sticker on the side of my new refrigerator that can't be removed because it will void the warranty..
LG is the worst company I ever did business they will never get one dollar out of me aging. I have a lg v10 for 6 months now put it to charge at night woke up and it was off tried to turn it on gets to the lg screen and turns off so I called them up to see if it was still under warranty it was, then I told the rep that it had a crack on the screen and I asked if I would be charged for it the rep say no we will fix the phone and send it back to you I was happy until they got the phone and say I have to pay $150.00 to fix the screen and then they can fix the phone for the real problem that it was overheating and wont turn on so I got miss leading info and they are forcing me to pay to fix the screen so they can fix the real problem
I activated a brand new LG Gin Decof I went to be one night months later and woke up the next morning to m phone not turning on I got online and saw that I was still under their one year warranty I thought this is a good thing, so I filled out the paper work and got my shipping label and sent it in to them I got the confirmation that they had received it and so I was expecting, just like I would with any other company, that they were going to send a new unit out to me ASAP Well as you can guess that did not happen, I was told it was going to take them 7-days to repair my phone Keep in mind it is in the possession of the company that manufactured the phone, but it takes 7-days That is ***, If your *** is not good, replace it I would expect that when I take something back to *** ***, *** *** or any store that I purchase goods from I will never by anything from LG ever again because now I know how their "CUSTOMER SERVICE" is a load of ***!!!!!!!! Sounds like they need to pull their heads out of their back sides and re-think their "CUSTOMER SERVICE" policies
Horrible communication and customer service. My fiasco started approximately two months ago when my new, $1500-$2000 refrigerator which was not even two months old stopped making ice. When I first called, it took a couple days to schedule an appointment but once the technician came out, he temporarily fixed the problem. He said if it happened again, I would need a new door. The technician, Tim, was great. Unfortunately, it did not fix the issue.
When I attempted to reschedule, I had to speak to 5 customer service representatives and two service representatives (several times) before they were able to come to what should have been a simple solution. I was told that I would be contacted about an appointment that was to be scheduled and never was. When I called, they said there were no appointments available for another week, and no LG technicians in my area. None of the seven employees I talked to knew who the technician was that originally came to my house. So I was unable to have it fixed before Thanksgiving even though I originally called 11/15.
They sent my issue to an outside company, [redacted] who they said I could contact or they would contact me in 24-48 hours. Three messages and three days later, no word from them so I contacted LG again. They cancelled the appointment and were putting a new one in.
Over a week later, an LG representative calls to tell me an appointment is scheduled for the next day, Friday. When I call the number given, the appointment is with [redacted] plus again. Three voicemails later and one wasted day off work, I still did not hear from them so I contacted LG again. I finally received someone who personally called the company and was unable to get a hold of anyone so she scheduled me another appointment. Somehow she found an LG tech in the area even though no one else could.
Not only was the customer service in the main LG line horrible but the service department never knew what was going on either. They continually called and left the same voicemail even though I told them to call a different number so my husband would be able to answer their calls. They always left a call back number which was the main LG line who never really knew what was going on, and I could never call the direct line and talk to the person leaving the message.
When I was able to talk to the service department since I took a day off work for an appointment I was notified about but never really existed, she too did not know who Tim was. She scheduled me with Jerry but said he would have to come out and check it first before ordering a door because my original guy was new (which I found funny since she didn't know who he was). She said if it was a door, he would then order it which would take 3-5 days and then he would have to come out again.
She proceeded to schedule me for Tuesday, Dec. 7th which I had to inform her was the 6th or Wednesday the 7th, she had to check that she scheduled it right. Then come Sunday, I received an email that it was scheduled for Monday the 5th. After she spoke to [redacted], he asked why the technician that works my area couldn't do it. [redacted] from the service department said [redacted] (who I assume was the [redacted] that came out) no longer worked for LG. [redacted] informed her he was just out for surgery and would be back this week. A huge lack of communication, poor training, and horrible business all around.
The only positive was the technicians. [redacted] contacted both phone numbers and ordered the door without needing to come out and waste everyone's time. He too was a little confused by why he was told the appointment was for Tuesday but then on his schedule for Monday but took the initiative to contact us personally to sort everything out. Both [redacted] and [redacted] (whoever he may be) were great and should be acknowledged for their professionalism, knowledge, great service. Everyone else could benefit from some additional training in communication and business practices.
In the meantime, I contacted their corporate department, CEO and head of appliances and heard nothing from either.
Once I received the new door, something was leaking and frost was forming over a large portion of my freezer. I waited until after Christmas to contact them at which time they told me I was opening the door too much. I proceeded to tell her that we open it maybe once a day typically. It wasn't until I said I would just have to have my husband call and take care of it that she said she would schedule a technician to come out. I really just want a new refrigerator or my money back because this is ridiculous. I am currently waiting for the technician to come out on Friday to see what happens next.
LG Refrigerator model LMXS20776S
Purchased November 2014
Stopped cooling August 2016
Warranty One Year
Did not purchase extended warranty
Comment: One should not have to purchase a new $2,700 refrigerator in just under two years.
Asked if they would provide failure rate data on this model refrigerator. Was told they do not provide consumers with failure rate information.
Problems:
Ice maker stopped working
Water damage from ice maker leaking water under the exterior control panel, causing black mold and outer layer face plate to peel
LG customer service terrible, unconcerned about the quality of their products
LG quality of products is extremely poor
LG model reviews demonstrate a high failure rate
LG hides behind a warranty providing protection only for themselves
Communication between LG service center and corporate customer service is unorganized and disconnected.
I had Bluetooth headset that stop working under the 1 yr warranty so I called LG to return and get new set. When I return the set they were to send me a new set but instead they set me the same broken ones. When I called again they asked me to resend but I did that and have not yet to receive my new set
Ordered my LG V10 and had it for less than a month. Phone fell down 3 feet on my m audio interface made entirely of plastic and shattered. I've had cheaper phones that are more drop resistant. LG needs to get its [redacted] together. A high end phone unable to take a tiny drop like that is insane. Whether this is a common issue or a manufacturer defect that caused a military grade phone to crack so easily...LG won't stand behind their product.
https://www.youtube.com/watch?v=W2xJFbp1ChE
That is YOUR advertisement LG^
I wanted to like this phone but LG's support has turned my experience sour. Will not purchase nor recommend LG products to any customer in the future. They don't even have a number or extension to reach their technicians.
I bought an LG refrigerator that was on sale in June and took nearly two months to get delivered and after not receiving a call about delivery time on the day it was suppose to be delivered the shipping company called and said they haven't yet received the product to deliver so it was another week before I got it. After having the fridge for only 2 and half weeks the water dispenser leaked and then compressor went out. LG sent out a repairman and took over a week to get a part to repair my "NEW" fridge. Repair man said motherboard and compressor need replaced for my "NEW" fridge. I called LG to explain that I wanted it replaced and after getting hung up on twice they said nothing could be done, we just had to wait it out. They won't back their product and the store wouldn't exchange the fridge for equal exchange. This is completely unacceptable to buy a new product and within weeks have it break and the company won't replace...to go without a refrigerator with a family of 7 and loss of all our groceries is unacceptable. I will never buy another LG product, and their customer service department are rude and disrespectful.
I very rarely write online reviews (positive or negative) so LG, you should be honored I am reviewing your company. I purchased an LG G4 back in June 2015. After 6 months my phone had a problem and went into the boot loop issue. I sent my phone to LG, and it took them a month to repair it and get the phone back to me. Six months after I got my phone back, it went into the bootloop problem again. This time, LG is refusing to fix my phone because I had the screen replaced by a third party which removed the sticker showing the IMEI number. First of all, there are at least four other ways to see the phone's IMEI number. Secondly, the phone has a manufacturing defect, so LG should be willing to just fix their defective phone. If you search online, you can find hundreds or maybe thousands of people having this same issue.
But my problems aren't limited to just LG's phones. Their customer service is also among the worst I have ever dealt with. Once when I contacted their customer service I had to wait over an hour to speak with someone. Not to mention, the representatives are the most unhelpful I have ever dealt with. If your problem deviates from their training just a little bit, they are unable to help at all, and just say "Sorry, there is nothing we can do." I have dealt with other companies that are willing to bend their rules to keep satisfied customers, but LG just doesn't seem to care.
Overall, since LG is such a horrible company with useless customer service, it looks like my only options left are to contact the New Jersey Attorney General to file a complaint, and to contact a lawyer to see about starting a class-action lawsuit against LG. Since I am sure these won't get anywhere, it looks like the most I can do is never purchase another LG product and tell everyone I know to avoid LG like the plague. It's actually not that hard to avoid LG, since there are other companies that make much better products anyway.
Before I begin, Please note I work in IT. I work in a Call Center. I completely sympathize with people in this position and the flak they can receive. That being said...
For the past 3 weeks, my LG G4 Mobile Cell Phone has been with LG repair. 10 days past warranty, and will not fix my phone without paying $72. I politely declined this service and asked my phone to be returned. This was week 1. When I called back requesting status, they had no knowledge of my phone being tagged for return as is. I asked for information and they stated it will take 9-10 days to have my phone sent out to be shipped back to me. 9-10 days for them just to hand a package to [redacted] I asked what would happen if I paid for the service. I got an answer I couldn't believe. 3 days to repair and immediate return of your phone. I asked for clarification and stated, so you hold my property hostage and when I pay, you return right away. No thanks, Please return my phone. Another week goes by, I call again. Exact same answer, and no record of them tagging my phone. This is beginning week 3 where I followed up with multiple emails to their Customer Service department with the same answer, your phone is out of warranty we cannot repair. They finally tagged my phone for shipment back and I received today.
I received my phone broken...message upon boot saying MINI OS Loading. Then Genesis miniOS 3.1. I called again and spoke to 2 techs and an escalation team and they all said they didn't touch it. They didn't do anything to this phone and nothing has been changed. They have never seen this message and that this is something that happened not by them. Basically, they said I did it. I spent 5 minutes googling Genesis miniOS when auto pop finished with 3.1 where I got the answer. Hold down power button and select boot normally. You must hold power button while pressing.
5 minutes on google....countless hours with their Support and customer service to fix my own issue they caused and still have my original issue present. A simple speaker rattle. They said they did nothing, and yet I'm in the middle of restoring my data because they factory reset my phone. Never again will I purchase an LG product. I called corporate and they put in a "request over seas with my case". As I said, I work in IT, I needed to say something to someone.
I am so disgusted with LG customer service. I bought a 7,000 refrigerator. It is not even one year old. It needed a new compressor in May. Now a new sensor. I had to fight for food loss and they only do that one time. They have absolutely no compassion and act like they are doing you a favor when you call the 800 number. I have never had SUCH horrible customer service in my life!! Never buy LG and after to speaking to many people I have found they have had similar problems,
LG has BAD policy
I am not satisfied.
I want LG to stand up for their products. Change their policy
If LG sold a defective new product then LG should replace it not repair it.
I paid for new products not defective one.
LG response 01/07/2016:
Dear Sir or Madam:
This is in regards to the complaint filed by [redacted] under your case file #XXXXXXXX and LG's case file # CNMXXXXXXXXXXXX.
This customer's complaint has been received and carefully reviewed. We sincerely regret that this customer is experiencing difficulties with their LG unit. All electronic equipment requires service from time to time despite the most exacting quality control standards at the factory. While we constantly strive for better ways of keeping maintenance to a minimum, occasional failures can occur.
The manufacturer's limited warranty is for service and repair. We hate to hear that the customer is dissatisfied to receive service on a new unit; however, we are happy to hear that Home Depot was able to offer a more satisfactory resolution.
If there is anything else with which we can further assist you, please do not hesitate to contact us.
When we used our new LG Top Loading washing machine for the first time, it was apparent that there was a significant issue with the machine. After numerous calls to the retailer and to LG, LG finally agreed to send a field representative to our home. It took all of 3 minutes for the representative to verify our complaint - and the resulting action was that the retailer replaced that machine with a new one. The new one worked OK for four years, and now we are experiencing the exact same problem as we did with the first machine. it is apparent that the problem is either a design flaw, a manufacturing defect, or both. As we are out of warranty, LG refuses to do anything unless we pay $280 for a service call. To add insult to injury, LG claims that they have no record of a previous service call - even though I have the work order and receipt number. I guess their reasoning is if the problem was big enough to require replacing the machine instead of servicing it, then a service problem never existed!
We will never do business of any type with LG again.
LG has known bootloop issues with their mobile phones, yet refuses to issue a recall for their defective phones. They do not issue any support except repair they charge for. Absolutely terrible. Issue a recall on your defective devices!!
I am writing to share my recent negative experience of having LG not honor the manufacturer's warranty (7 years on the sealed system) on a LG refrigerator I purchased on 12/2/13. The refrigerator stopped working on 9/8/15 with the unit no longer cooling in the freezer or refrigerator compartment. After many calls with LG and after an initial diagnoses of a failed compressor by LG, (and a [redacted] tech on 9/21/15) the compressor was replaced by [redacted] on 10/16/15. However the compressor replacement did not fix the issue and [redacted] came back out on 11/2 and found that the sealed system failed and was leaking freon and was unrepairable.
After this I had multiple interactions with LG via phone and email and finally on 11/30/15 was told by LG that [redacted] would need to come out again to take more pictures. [redacted] came out for a 4th visit on 12/2/15 and after the [redacted] tech came out and reconfirmed the findings from 11/2 that the sealed system (under a 7 year warranty) had failed [redacted] spoke with LG and was told that the fridge was damaged by [redacted] and that LG would not honor their warranty.
I was present for all 4 of [redacted] visits and LG's claim that the [redacted] tech has used a heating gun to heat the evaporator coils which then melted and cut the sealed systems lines is false. The [redacted] tech never used a heat gun or accessed that side of the fridge other than to identity the sealed system leak.
My goal is to let other consumers know that LG is a company that does not honor it's warranties. Buyer beware.
I purchased an LG Dryer Model DLEX3470V SN-307KWDJ2S594 in January 2014 from a local [redacted] Outlet store.. It ran fine for just over 18 months.The dryer failed about Sept 5th of this year when we turned on the Steam Fresh feature for the first time and the drum stopped turning. It has not turned since. The "drying" light blinks but nothing is happening with the drum. After calling LG and getting no direction from them other than to call a 3rd party technician, I went online. I saw a video on how to do basic diagnostic tests. I ran the"startup diagnostic" based on the video. The diagnostic flashed a "nP" error code for no power. I also saw a video on the LG website showing the "Smart Diagnostic" feature. It indicated you could record and play it back for your LG representative to diagnose a problem. I called LG a second time. I was told to wait 10 minutes for a technician. I waited 35 minutes. I told the tech of the error code. I also told him I had a "Smart Diagnostic" recording to play for him. He told me it was a possible power issue or a Main PCB board failure and to call a local 3rd party dryer repair facility. He refused to listen to the recording I had from the Smart Diagnostic and dismissed it as irrelevant. I called the local 3rd party technician. He came out and spent 35 minutes on the phone with LG after spending 25 minutes doing conductivity tests. The local 3rd party service technician and the LG rep spent another 10 to 20 minutes discussing their findings. They determined the Main Board needed to be replaced. (Wow, big surprise.) The tech indicated his visit was $180 dollars and the return visit with the part would be another $400 dollars, not including the part which was $189 - All this for a $900 dryer. I declined. After determining the part number recommended by the LG Corp technician and the local 3rd party technician was wrong, I ordered the correct part from a reputable electronics supplier online. I installed it using the same videos I had watched earlier online before calling LG the second time. The same "nP' error code is flashing again after replacement during the startup diagnostic. The drum still does not turn. I am now ordering a high limit fuse and possibly a heating element if that does not work. But I will not turn to LG based on my previous experiences with their customer service and their recommendations for me to contact a local service rep. I am aware I am out of warranty and the components are electrical. But I believe LG should be more forthcoming about the types of issues occurring within their dryer product lines - especially the cost of repair for these mostly now electronically controlled components and the cost of installation outside of warranty. LG should provide true customer support with knowledgeable employees, who are willing to assist with "Smart Diagnostic" features and be forthcoming about product issue resolution. There is not an LG parts ordering site. There isn't an LG sponsored repair video. All the information I am gathering is from other parties. It seems wrong LG does not provide more support for their customers (soon to be former). My repair issues continue. I am becoming auto didactic in the dryer repair field; not by choice or desire, but out of necessity; since the manufacturer has for all practical purposes abandoned me after only one year. Something needs to be done about their unwillingness to step forward and take responsibility for product failures within such a short period. I will definitely think twice before I buy another LG product. I find my attempts at assistance from their call center are fruitless. Why turn people away to local repair techs who know as little about their products as me? Why not offer better support to the consumer and 3rd party techs with more online information? Why would they not allow me to play the "Smart Diagnostic" for them over the phone? What is the point of having and advertising such a feature if they do not allow the consumer to use it?
It appears to me LG is content with the prospect that American consumers should just buy a new LG dryer every year or else pay exorbitant repair fees. Does this seem like a legitimate practice, designed to instill confidence in their product? I think it is contrary to Better Business principles to allow a company to turn it's back entirely on the consumer and curtail ALL support after only one year. Someone who has had no repair event, and thereby no need to call the manufacturer during the warranty period, ought to be afforded the opportunity to avail themselves of the anticipated "support cost" price markup of a new product set aside to allow the manufacturer to answer the phone and provide support at no cost during the warranty period. But if I as a consumer never had to call until after the year, why throw it out and penalize me? Why not assist me with the problem instead of throwing me to a local 3rd party technician knowing I never called them before for support?
I purchased an LG refrigerator Nov. 2016 with delivery Dec XX XXXX. Model LFCXXXXXST manufactured in China. The refrigerator has a white sticker on the painted side of the stainless refrigerator that says " The present label contains the information for service, so no one is allowed to remove it except the manufacturer." This sticker is very ugly on the visible side of the refrigerator. I called the Customer User number 1-800-243-0000 and was told that if the sticker was removed the LG warranty would be void. I then was referred to LG Executive Service in Huntsville, AL and again was told that removal of the sticker would void the warranty and that they did not know why it was not placed on the back, end of conversation.. Why was a non-removable sticker for maintenance purposes applied to the visible finish surface of the refrigerator rather than on the back ???? No solution offered, they just expect me to accept a new refrigerator with a non-removable visible sticker on the side of my new refrigerator that can't be removed because it will void the warranty..
LG is the worst company I ever did business they will never get one dollar out of me aging. I have a lg v10 for 6 months now put it to charge at night woke up and it was off tried to turn it on gets to the lg screen and turns off so I called them up to see if it was still under warranty it was, then I told the rep that it had a crack on the screen and I asked if I would be charged for it the rep say no we will fix the phone and send it back to you I was happy until they got the phone and say I have to pay $150.00 to fix the screen and then they can fix the phone for the real problem that it was overheating and wont turn on so I got miss leading info and they are forcing me to pay to fix the screen so they can fix the real problem