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 House Depot. The fragile cycle by no means labored. We did not remedy the issue till June as a result of my husband was identified with most cancers and we had different priorities. We additionally knew it might nonetheless be below guarantee once we acquired 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 stay wire and blew all of the wires on the machine. So now it would not work in any respect.

We are attempting to get LG to exchange the machine. Moreover, there’s apparently a producing defect in our washer that causes the stay wire. We expect somebody ought to 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 instances, the very last thing you wish to fear about is your machine not working.

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

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

You adopted the correct path to get LG to honor the guarantee in your washer, however you skipped a step or two. First, it is best to all the time 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 below your House Depot return coverage. After that, House Depot arms you over to LG for its technical assist crew to cope with.

It seems that LG has repeatedly tried to restore your washer, apparently in opposition to its will. It simply did not wish to work. After the Reside Wire incident, LG and House Depot have been providing you with a runaround. You spend hours on the telephone 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 could be reluctant to exchange your gear. It’s costly and embarrassing. However I can not perceive why nobody will assist you to.

I listing the names, numbers, and e mail addresses of each LG customer support executives and House Depot executives on my nonprofit shopper advocacy web site Elliott.org. I feel accessing one – or each of them – would possibly assist you to remedy this.

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

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