Consumer Products and Big-Box Store Warranties

My purchase of an LG washing machine was my introduction to what, apparently, is a new way of doing business involving product warranties.  Although I had no LG washing machine experience, and knew of no one who did, I took the plunge.  I have 3 television sets and one microwave – all LG products.  However, I have had no problems with any of them.  I was hoping for the same experience with the LG washing machine.  No such luck!  As a result of our experience with the washing machine, I have my fingers crossed in anticipation of future encounters with the LG/Lowe’s warranty policy.  Consumers should be wary of this type of policy.  Communication with the companies is very laborious.

LG Washing Machine and Lowe’s Warranty Service

Experienced by Don … and Sue …

LG Washing Machine Extreme Vibration

LG washing machine, Product Number WT7150CW.ABWETUS, SN 204TNWG22881, was purchased at Lowe’s, 10050 South Memorial Parkway, Huntsville, AL, on 7/21/22 and installed on 8/08/22 by Lowe’s (delay due to shipment from supplying location).  After installation by Lowe’s installer, I double-checked, with physical carpenters’ level, leveling of the machine before operation (it was placed in the same location as the machine, 10.5 years old, it replaced).  Upon operation of the machine, I observed that vibration of the machine was excessive and violent on the spin cycles.  The vibration was not acceptable, and I believed abnormal based on possession of several machines in years past.  I was also concerned about collateral damage to the electronics components and mechanical parts as a result of the violent vibrations.  I am well aware of the damage vibration can do to a machine.

I first went back to Lowe’s for correction of the problem under the warranty, but Customer Service personnel there said that I would have to contact LG directly for correction according to the warranty provisions.  On August 18, 2022, 2:46 PM, I contacted LGE Administrator (LGE), Customer Service, through the LG website and reported the problem.  On August 19, 6:30 PM, LGE acknowledged receipt of the complaint and assigned an Inquiry Number, GCN220818088075, 8/18/2022.

After 6 LG appointed technician visits and replacement of washer on clutch housing shaft, stator replacement, and inner spin basket replacement, the last technician (John) said: “No unusual vibrations noted.”  Replacement of the transmission and the “master board” had also been discussed by the technicians.  I consider the several repair attempts made to be testimony by the technicians, including LG Support, that the vibrations are excessive.  No indication of planned future disposition was mentioned by the LG employee (John).

During the ordeal described above we spent 6 days of our time awaiting repairs (expected arrival times were in 4-hour blocks) on a LG washing machine that was delivered to us with known defects (washer and master board as mentioned by techs).  The sale and delivery were made with the conscious intent to effect repairs in the customer’s home after the sale and delivery and on the customer’s time.  Little to no consideration was given to the customer in this transaction.  The action of John …, in stating that all is normal, is, in my opinion, his cover for LG to not honor the warranty on this LG washing machine.  The machine should be replaced by a new, defect-free machine.  That is the only acceptable course of action.

An action-by-action description of our experience is detailed below.

LG Washing Machine Buyers’ Experience

LG washing machine, Product Number WT7150CW.ABWETUS, SN 204TNWG22881, was purchased at Lowe’s, 10050 South Memorial Parkway, Huntsville, AL, on 7/21/22 and installed on 8/08/22 by Lowe’s (delay due to shipment from supplying location).  After installation by Lowe’s installer, I double-checked, with physical carpenters’ level, leveling of the machine prior to operation (it was placed in the same location as the machine, 10.5 years old, it replaced).  Upon operation of the machine, I observed that vibration of the machine was excessive and violent on the spin cycles.  The vibration was not acceptable, and I believed abnormal based on possession of several machines in years past.  I was also concerned about collateral damage to the electronics components and mechanical parts as a result of the violent vibrations.  I am well aware of the damage vibration can do to a machine.

I first went to Lowe’s for correction of the problem under the warranty, but Customer Service personnel there said that I would have to contact LG directly for correction according to the warranty provisions.  On August 18, 2022, 2:46 PM, I contacted LGE Administrator (LGE), Customer Service, through the LG website and reported the problem.  On August 19, 6:30 PM, LGE acknowledged receipt of the complaint and assigned an Inquiry Number, GCN220818088075, 8/18/2022.  On 8/19, 9:50 AM, I also received a “laundry list” of trouble-shooting activities to check.  Those activities had already been checked and I had provided my “proof of purchase” information as requested.  The list was from … Christifien of LG Electronics Customer Support.

On September 1, 2022, 2:14 PM, I received an e-mail from Ron Jay Eviota, Pending Management, LG Electronics, Alabama, Inc., 201 James Record Road, Huntsville, AL 35824, notifying me that my assigned servicer was Doctor Appliance LLC and supplying their phone number (931-313-9083) and e-mail (service@docappliance.com).

On or about 9/01/2022, 2:31 PM, a technician (tech 1), assigned by LG, from “Doctor Appliance” came out and diagnosed the unit as having a damaged transmission that would require replacement.  The transmission would have to be ordered. Doctor Appliance later reported that the part was ordered on PON220830602539, part# 1WZZEA4002C.

On 9/12 a different technician (tech 2), a trainee, showed up to do the repair, but only had a small “washer” to install.  It seems that the proper washer had not been installed at the factory in Tennessee, and that this was a known defect which had not been divulged to me during the purchase.  This defect apparently existed in all machines from this plant for some time, and LG had decided to correct the problem in the customer’s home.  This trainee technician tried, without success, to remove the nut to install the washer.  The washing machine was placed on its side by the technician while attempting this repair.  This process included quite a bit of hammering in the attempt to remove the nut.  The technician left without completing the repair and said they would be back in touch.

On 9/14 yet another technician (tech 3) arrived with the proper tool and removed the nut and apparently installed the washer.  The washing machine would not start when tested.  The technician investigated further and said that the previous technician (tech 2) had damaged another part (a coil, the stator) while attempting to replace the washer.  The technician said that Doctor Appliance would be back in touch when part ordering information/schedule is determined.

On 9/16/2022 I received the following message from Mr. Ron Jay Eviota, Pending Management, LG Electronics Alabama, Inc., 201 James Record Road, Huntsville, AL 35824:

Hi! Good morning,

As per checking here ticket number under RNN220820091858 is already completed. I suggest to call our Customer Service 800-243-0000 Monday-Sunday between 8am-6pm CST  for further assistance. Thank you.

 

On 9/16/2022 I sent the following e-mail message to Mr. Eviota:

Mr. Eviota,

I don’t understand why the ticket is reported as completed.  Nothing has been accomplished on my washer problem.  Repair has not been accomplished.  The washer has not been replaced.  As of 3:24 pm on 9/16/2022 I have heard nothing from Doctor Appliance regarding the problem.  If you cannot, or will not, implement solution of the problem please pass this email on to someone who can.  We are without use of our washing machine and need a solution.

Perhaps you have provided information that we did not understand.  There is a language barrier when you have called and I did have a problem understanding parts of the conversations.  Please reinitiate the process for solving this problem.

Don McElyea

256-881-6459

 

On 9/21/2022, the Doctor Appliance technician (tech 4 – same as tech 3) made the 4^th repair attempt visit.  He replaced the coil (stator) that was damaged by technician number 2.  Upon technician testing of the washer after the repair, it was found to be vibrating excessively as before the repair attempts were made.  After the technician had telephone consultation with someone (LG) the decision was made to replace the washer tub.  The technician said that we could use the washer until he returns.  The tub will have to be ordered.  Collateral damage, current and future delayed damage, is very possible and likely during each repair attempt, as has already been demonstrated by the damaged stator.  Use of the machine, with continued extreme vibration, likely subjects the machine to additional damage.

 

On 10/12/2022, the Doctor Appliance (DA) technician (tech 5 — same as tech 4 and tech 3) arrived about 8:30 am and replaced the original tub with another one.  This was the 5^th repair attempt visit.  During test runs, the vibration problem remained with no discernable change.  After the DA technician consulted with a LG technician, the decision became, apparently, to replace the electronic “master board.”  Apparently, LG has been having problems with the board that could cause our current problem.  Apparently, LG had not made the DA technician aware of the potential problem.  The DA technician said he would consult with his boss about recommendation to replace the washing machine.

 

On 10/27/2022 I sent an e-mail to Doctor Appliance stating that I had just received a call from another repairman, supposedly an LG employee, named John, wanting to know what has been done on repair efforts on this machine.  He said they have no record on it.  The information I sent to LG last night was terminated after replacement of the tub.  He has none of the previous attempts at communication that I have made (several service requests).  He said that Doctor Appliance has not submitted any of the charges for work completed, so they have no record from you on what has been done.  John is scheduled for a visit to see the machine on Monday, October 31 between 1:00 and 5:00 pm.

 

On 10/27/2022 Mr. Jonathan Lei… of Doctor Appliance e-mailed me the following statement:

Claim was submitted over to them on 10/13 with the following notations:

found the washer between the stator and rotor missing. installed. out of balance still, replaced stator, out of balance still, replaced spin basket out of balance still. called lg each time. zen desk for ra. tcc220824615396, tcc220921316325

Those TCC numbers at the end are record file numbers given from LG each time our techs called Those are from the last two calls we made to them when Kendal was on site I am not sure who John is, but LG easily has access to the records on this machine. Additionally, we spoke to the regional service quality manager for LG for your area in regards to this.

 

On 10/27/2022 Mr.  Jonathan Lei…, of Doctor Appliance, e-mailed me the statement:

We submitted a request for them to review the machine for replacement for too many repair attempts with no resolution the same day the last tech was in your home. They do not advise us as to results, they communicate with the consumer on these matters. On our end the work order has been closed out as we have exhausted all means available to us. Please reach out to LG to see if they have come up with a resolution for you.

 

On 10/31/2022, we were visited by Mr. John Bareither (tech 6), LGEAI Customer Service Field Service FM East DMS, regarding Repair Number RNN221026048589, after being contacted on 10/26/2022.  He made the Technical Remark that “Cx stated that the unit has excessive vibration. Per TCC, ran the unit thru a rinse and spin cycle with 7 towels. No unusual vibrations noted. Previous repairs include stator, washer on clutch housing shaft, and inner spin basket replacement.”  No statement was made regarding any additional action intended.

 

On 11/03/2022, 4:46 PM, Reference No : GCN221103030320, I received the following correspondence, wanting to set up repair visits by another service company.

Dear Donald McElyea,

I certainly understand how frustrating this must be, and I apologize that the vibrations are still unresolved. I know you want to explore other options, such as a refund or replacement. Before we can look at possible alternative solutions, we do have to allow service company to make their best effort to repair your washer.

If they find that a repair won’t be possible, I assure you we will review all other and provide the best solution possible.

If the service center cannot complete the repair in a timely manner I assure you we will review all other options to provide the best solution. I would like to setup a service with a different servicer to work on the washer and provide a second opinion. If you would agree please let me know.

I appreciate your understanding in this matter, and thank you for contacting LG.

If you don’t mind, please take a moment to share your feedback on my experience with me by completing the email survey. After completing the survey questions, there is an open-ended comment section where you can provide feedback on your LG experience, your products, and services. We look forward to hearing from you.

Sincerely,
Gerson
LG Electronics Customer Support

 

As of 11/03/2022, We have spent 6 days of our time awaiting repairs (expected arrival times were in 4-hour blocks) on a machine that was delivered to us with known defects (washer and master board as mentioned by techs).  The sale and delivery were made with the conscious intent to effect repairs in the customer’s home after the sale and delivery and on the customer’s time.  Little to no consideration was given to the customer in this transaction.  I consider the several repair attempts made to be testimony by the technicians, including LG Support, that the vibrations are excessive.  The action of Mr. John Bareither, in stating that all is normal, is his cover for LG to not honor the warranty on this machine.  The additional attempt by LG Support, Mr. Gerson, to start another series of repair attempts by another company is further evidence that the vibration is excessive.  The machine should be replaced by a new, defect-free machine.  That is the only acceptable course of action.  The LG strategy seems to be to wear the customer down to prevent honoring of the supposed LG warranty on the machine.

 

On 11/12/2022 I received a telephone call from Tarshunia … a LG employee.  During the call she made statements about our settlement options regarding the washing machine.  Essentially the only option seems to be a refund, if approved.  She stated that LG did not do change-outs on the warranty.  If the refund is approved, I will have to remove and dispose of the machine myself.  She said that I might contact Lowe’s about doing that.  I stated to her that I had just put, about an hour prior, a letter in the mailbox to Lowe’s regarding the warranty issue – I did not remove it.  She said that I will receive, if approved, a form, or forms, in my e-mail to complete before a check is issued.  I told her I would be happy to get a refund.  She requested a “Proof of Purchase.”  I pointed out that I had provided that at the beginning of warranty service attempts and should be on file.  She stated that she did not have it.  I promised to provide the “proof” via e-mail, and I did.

 

On 11/12/2022 3:43 PM, LG Electronics wrote:

Message from LG Electronics (ID: 1199303)

customersupport@lgecares.com

I am looking to submit your case to for an alternate resolution. Please note that this request is subject for approval and can take 2-3 weeks to complete.

Can you please provide me with a copy of your proof of purchase?

Please note that banking transactions and account order history do not qualify as a valid proof of purchase. The proof of purchase must be an itemized invoice or receipt and show the dealer’s name, tax, and total of the sale. If you purchased a bundle set, the receipt must be itemized with the products listed individually by price. If you do not have this information, you will need to reach out to your dealer directly and retrieve this information from them.

 

On 11/12/2022 3:44 PM, LG Electronics wrote:

Message from LG Electronics (ID: 1199304)

customersupport@lgecares.com

This is Tarshunia. I am a LG Presidential Liaison I will be handling you case and will send you updates until your case is resolved. You can message me here if you have any questions or concerns.

 

11/12/2022, 4:09 PM

Re: Message from LG Electronics (ID: 1199303)

customersupport@lgecares.com

Attached is the requested Proof of Purchase.

Don McElyea

 

On 11/15/2022 8:14 AM, LG Electronics wrote:

Hello Donald, this is Tarshunia following up on your case. I was waiting to receive your proof of purchase receipt.

 

On 11/15/2022 10:59 AM, Donald McElyea wrote:

I sent it a few minutes after we talked last.  But attached you will find it again.

Don

 

On 12/14/2022 10:50 AM, Donald McElyea wrote:

Hello Ms. Tarshunia,

This is an inquiry concerning my warranty settlement issue.

It has been more than a month since our messaging when you said my case was being submitted for a refund decision.  It was indicated that the decision would take 2-3 weeks for an approval, and that I would be kept updated on progress.  I have heard nothing since the below message from you on 11/12 — more than a month.  Please advise me of the progress being made.

Donald McElyea.

 

3/16/2023, 2:32 PM.  As of this date and time, I have received no further communication with LG Electronics.  The problem remains!

Donald McElyea