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Hi All,
I could write a book about the problems I have had with my 11kg LG machine. Bought June 2011 for £800,
My complaints here are not regarding the machine as it was a dud from day 1, major trouble with load balancing errors, AE errors and finally drum not turning at all, but my complaints are with LG customer service who are completely useless uncaring and resolving themselves of all responsibilities.After calling throughout the first 2 years of use, they lied to us that the problems with the machine was to do with us no knowing how to load the machine, after frustrating months they finally sent someone round from JTM and they said nothing wrong.
We used to spend hours up in the middle of the night trying to get the machine to spin, taking out a towel, adding another one. I could cry thinking about it.Anyway finally after 2 years and many visits by LG authorised repair guys who kept lying to us the AE light went on and machine was no usable. Another string of emails to LG and eventually they sent someone to fix it.
1 hour later machine broken again. Another week without a machine and JTM came back and took machine away for a whole month! When it came back repair guy said there was so much wrong with it and loads of parts had to be changed.
Machine made a bit of noise to start with and got progressively worse, after 3 weeks machine stopped and drum does not turn.Back to the emails with LG over several weeks who kept saying, I am really sorry the guarantee is for 2 years and you are out of a guarantee.
Out of a token of good will they are offering 20{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} off the cost of the repair.
The reason for my post is to get some advice how I can get back at LG for giving me a dud machine to start off with. Lying over the course of 2 years, finally fixing it but not properly, then fixing it again for problems to appear 3 weeks later. How could they do this.
Are they not a reputable company.Spending £800 on a machine that has never worked properly for more than a few weeks is scandalous. Then for LG to say it is out of its 2 year warranty even worse.
Anyone else had similar experiences,
Any advice please.As a footnote as soon as the LG brokle again I ordered a 8kg Miele machine – A pure dream. Why bother with LG anyone?
BR
Sarah
Re: HORRIFIC TROUBLE WITH LG WASHING MACHINE 11KG LG F1443KD
A true horror indeed!
In Sweden at least, your guarantee would still be effective as they didn’t repair correctly during the guarantee period.
I think there is some help to get from uk consumer organization and even from EU.Re: HORRIFIC TROUBLE WITH LG WASHING MACHINE 11KG LG F1443KD
In Sweden you could buy an Asko for the same money, vastly superior machine.
Re: HORRIFIC TROUBLE WITH LG WASHING MACHINE 11KG LG F1443KD
iadom wrote:In Sweden you could buy an Asko for the same money, vastly superior machine.
Well.. I live not many miles away from that factory!
Unfortunatley, the production is moved to Slovakia or something and I think the whole business is a year ago or so and they are not the same anymore… 🙁
All is going to the worse it seems..Re: HORRIFIC TROUBLE WITH LG WASHING MACHINE 11KG LG F1443KD
To be fair to LG, all large capacity machines have a more sensitive out of balance control to stop the drum whacking off the side of the machine.
So very large loads or small loads can make the sensor trip, it needs some care. Often it is very load and program dependent but I have heard that LG and Samsung both seem to be particularly sensitive in this respect, probably due to the very large tanks that they insist on using.
If that didn’t happen however you would get excessive noise and vibration and the machine possibly damaging itself.
Large capacity is generally considered to be more or less anything over about 5-6kg rated load or more accurately as it’s far more about volume than weight, about a 45-50 litre drum.
The lower capacity Miele will likely not suffer that problem to anything like the same degree.
K.
Re: HORRIFIC TROUBLE WITH LG WASHING MACHINE 11KG LG F1443KD
Hi Admin,
How can you say to be fair to LG.
The way they have treated their customers is the point of this post.
Paying £800 for a machine is not something to be snuffed at.How can LG turn around and absolve themselves of responsibility.These are the last 2 emails from LG,
We are very sorry to hear you are unhappy with our previous response.
We have escalated this again for you and can confirm LG are not in breach of any contract, as the repair was carried out under the manufacturers guarantee.
As this is now far outside of the timescale we are unable to repair or replace this for you. However as previously advised as a gesture of goodwill we can look into offering you 20{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} towards the costs of repair if you can provide a report showing fault and work done. The work must be done by an LG authorised service centre.
We are sorry we are unable to be of to assist you further in this matter.
Kind Regards
Vicky Wilson
LG Customer Service Escalations Team
LG Electronics UK Helpdesk
I repliedHi,
I have just come off the phone to Which Legal service.
They have said you are absolutely in breach of contract for many reasons,
First of all you did not repair the item in a timely manner from the initial complaints. If you would have fulfilled your obligations under the guarantee and not lied to me excessively the machine this would not have happened.
Secondly when the item was repaired under your guarantee it was not done to a satisfactory manner. Therefore you have not fulfilled your obligations under the guarantee.Kind regards,
THEY REPLIEDGood Morning
Thank you for your e-mail.
We are sorry to hear you unhappy with our response.
Unfortunately our previous e-mail and comments still stands.
WHAT NOW?Do I take them to court?
Re: HORRIFIC TROUBLE WITH LG WASHING MACHINE 11KG LG F1443KD
Sorry, I should have said, thank you everyone for your responses.
Re: HORRIFIC TROUBLE WITH LG WASHING MACHINE 11KG LG F1443KD
Hi Sarah,
Your only option would appear to be to take some form of action but, to be brutally honest with you, there’s not a lot of point.
What you would have to do is to prove that there was an inherent defect with the machine from point of sale and, the action would be against the retailer and not the manufacturer. Which? should have told you that and I’d be surprised if they didn’t.
But, as most people forget, do bear in mind that appliances as much as any other product such as cars, PCs and so on are subject to depreciation and recession so you would be taking action based on the market value at point of failure, not against the new price. In essence taking legal action over a couple or few hundred pounds as, just like a car when you drive it out the showroom, as soon as you plug in and use a washing machine or any other appliance the value does a nose dive.
Which? should also have explained that too.
Whilst I appreciate that people get annoyed with the way modern machines work at times, load sensitivity, detergents, longevity, cycle times and so on there are compromises to get large capacity but low energy use and from what you describe, it could be that. I’m not saying it is as I don’t know enough about your circumstance to comment beyond the information available but I can say that this is probably the route LG would go down. To get anywhere therefore you would have to prove that to be incorrect and to demonstrate that there is indeed an inherent fault which is nigh on impossible to do. Even for us it is technically difficult at best if not impossible to do.
Opinion is easy, proving is very hard.
What I can say is that a number of engineers have commented that the large load machines from LG among others can be very sensitive to OOB situations. That isn’t to say there’s a fault or any issue, it’s just the way that they are.
K.
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