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LG Refrigerators

LG • Appliances • Dehumidifiers • Microwaves • Ranges • Refrigerators • Washing Machine • Dryers --- • Cell Phones • Home Electronics --- • Some LG Refrigerators To Lose Energy Star Label

Heather of Gahanna , OH January 29, 2010

Our LG refrigerator of 2 years has died. It is not fixable. We were told that LG's policy is that if something is not fixable, it is replaced. We have been told several times that it would be replaced, only to later be told that it would not be replaced because we do not have an extended warranty. If a part could fix our refrigerator, this would be a non-issue. Without me having an extended warranty, I of course would buy a part that would repair my refrigerator. However, no part exists! and we were told by our tech that it is a fire hazard to use our refrigerator in its current condition.

Our tech and LG's tech have agreed that the refrigerator is not fixable. After two months of going back and forth with poor customer service, we have been told that LG would buy back our refrigerator at a discounted rate instead of replacing it. This is very insulting and does not show any corporate integrity. It has taken a financial toll on my family.

In reading about the company's code of ethics (listed below), I find it is not in line with my experience. The biggest area of discrepancy is number three: "Providing Value". We were told that we would receive a new refrigerator, and then were told we would not. We were told of LG's policy of product replacement (stated above), but that policy and promise have not been fulfilled. Our requests have not in any way been met in a manner of speed and accuracy.

Our experience has been the exact opposite. Value number three talks about offering "top quality products and services to our customers". I am wondering if an irreparable 2 year old refrigerator meets the standard of "top quality products". I also wonder if 2 months of going back and forth without reasonable results meets the standard for "speed and accuracy".

Let me outline a chronology of what I (and my family) have experienced. I think you will be in agreement that the company has not been true to its values.

In the beginning of December 2009, our refrigerator stopped cooling. This was our first refrigerator for our first home, and we purchased it two years ago. A tech came out and ordered a part from LG to repair the refrigerator. (Note: even though we did not have an extended warranty, LG did not charge for the part.) When the part came, the tech said when he went to put the part in, he found out that it was not the right size, and also, he discovered that the back of the refrigerator was all cracked. He stated that he had not seen anything like it. He said he could put his hand through one crack in particular, as it was that large. He said he could not fix this refrigerator. He said that he would call LG to see about replacing the refrigerator. He said that if he put the part in for now, it would be a fire hazard, so we turned off the refrigerator altogether.

Our tech called and discussed the situation with an LG tech. When the model number was given, he said the reaction of the LG person upon hearing the number made him wonder if others have had problems as well with this particular model.

It was initially reviewed and we were told that it would not be replaced because we did not have an extended warranty. I understand that since we did not buy an extended warranty, that if a part is needed, that we would pay for that. I would be more than happy to pay for a part that would fix my refrigerator. However, no part exists. Our refrigerator is not fixable. It is a thousand dollar lemon. So LG said they would have to have our tech call LG’s tech again.

We asked the tech to call LG again. He did not understand why this was necessary as he had already explained the severity of the product failure to the tech. However he agreed to call again, and he repeated the same information to the tech as he had the first time. The case was reviewed again. Then we were told that it would be replaced and that previously LG did not understand the severity of the damage to the refrigerator.

At this point, calls have been going back and forth for a couple of weeks.Then we were told that although the refrigerator would be replaced, it would not be until after the New Year because of a new computer system being installed. We were also told that it could be 4-6 weeks after the New Year before we had a new refrigerator. We called after New Year's to follow up but we were not able to be helped because of problems with the new computer system, so we were told we would have to call back. We then called back, and we were asked to send in our receipt.

We sent in the receipt. We called back. Now we were told that the case had to be reviewed by a supervisor. We were given the impression that in fact, it had not been approved to be replaced, although this was inconsistent with what was presented to us prior to the New Year. We were told that it would take 3-5 days for the supervisor to review the case. I called back in 7 days and the person answering the phone checks the computer system and says that the supervisor had not reviewed it. She said that she would submit it to yet a different supervisor who would be certain to review it in 3-5 days.

I did not hear anything in over a week and a half, and my husband called and found out that the supervisor had denied us a new refrigerator. (note: I am uncertain why LG cannot call me to tell me the outcome of reviews. Myself or my husband has initiated every contact with LG in this process). My husband was told that this was because we did not have an extended warranty. My husband talked to a different supervisor named Valerie who stated that it should have been approved, so it would be sent to another supervisor for a second review. But of course, it would take another 3-5 business days. This last conversation happened on 1/22/2010.

At this point, I am extremely angry. I call on 1/22/2010 and talk to Jewell who is a supervisor. After two months of remaining calm, I am now very angry, and I explained the whole situation to her. I told her that if there was a part that would fix our refrigerator, that we would pay for that because we did not have the extended warranty. However, she stated "this is not an extended warranty issue" She stated that LG’s policy is to replaced unfixable refrigerators. She said that our tech and LG's tech were in agreement that it was not fixable, so she is uncertain why the replacement was denied. So she said she would send it to another supervisor for review, as it should not have been denied per LG's policy, and again, it would be 3-5 days. When I explained how frustrated I was to hear it would be another 3-5 days, she said that she would ask for the process to be expedited.

Today, I called to follow up and I was transferred to the department that handles replacements. I cannot recall the name of the person I spoke with. She reviewed the file and said that it was denied to be replaced because we did not have an extended warranty but LG would buy back our refrigerator at a discounted cost. Again, I go through the whole chronology of events and frustrations to this individual. I ask who I need to talk with and she said that Becky is my case agent. I ask for the name and number for Becky's supervisor and this employee told me that she is not allowed to give out that number. I am astounded that I am not able to have a phone number for a supervisor who oversees my case. I tell this employee what Jewell had previously stated to me about LG's policy, and this woman tells me that Jewell is not authorized to speak to whether or not an item will be replaced. This employee was not very compassionate or understanding. She is the most frustrating and least helpful person I have spoken with to date. You can check your own records for her name in order to follow up.

This has been an awful process. I have shared this experience with many people and they are astounded that we have remained calm up until this point. Let me explain the toll this has taken on us. We have been without a refrigerator for now 2 months. My family consists of myself, my husband, and our now 13 month old daughter. We have been living out of coolers. For two months! My daughter had her one year birthday party at our house, and we did not have a refrigerator. Christmas has come and gone, and we did not have a refrigerator. Same with New Year's. Can you imagine not having a refrigerator when your one year old begins eating table food? Anything she does not finish, we often have to throw away. We are unable to feed her any fresh foods. And we hope that her milk has been kept cool enough. Luckily she has not become sick. If she had, this discussion would be happening in a court room.

Here are the costs of this experience for us so far, in addition to the refrigerator: We have been spending 20 dollars a week for ice for the two coolers. To date: 160. Cost of eating out. We each have had to eat out often a couple of times a day. Wasted work time calling company. Each call often took 20-30 minutes. My husband does not have an office-based job, and has had to pay for going over cell phone minutes in trying to resolve this issue. We have used more gas going back and forth to the grocery store nearly every day to buy a couple of items just for that day. We have been unable to have people over at our house. We have been unable to cook food in our home for two months! We often have to throw out food that has not kept in the cooler.

Eating out often, and all the other items stated above, have been extremely expensive for my family. Many people would ask for compensation for all of the above issues. We are looking at a case, where it was decided in early December that the refrigerator should be replaced, and here we are nearly two months later, without a new refrigerator. We have been incurring all of these extra costs, during a time when the economy is poor.

At this time, I am not asking for compensation for any of the above items. I am just asking for a new refrigerator as soon as possible. However, my patience is wearing thin. I would assume your company would stand by its product (and its policy) and replace a poor product. Truly, I just want a refrigerator. I have never experienced anything like this. I feel that LG still has a chance to redeem themselves in my eyes.

Here are my concerns broken down: Although the folks answering the phones initially are very nice, they appear to be reading off of a script. They have no power or authority to make anything happen. After two months, we are very tired of hearing "Sorry for the inconvenience". One time my husband asked to speak to a supervisor, and he was told that it wouldn't change anything if he spoke to a supervisor, because it had to go through this process.

I was told that I could not be given a supervisor's number or extension. It appears that this process has so many steps and red tape, that each person is responsible for a certain part, but nobody who has any power over the bigger picture is involved. If they are, we did not know how to reach them. And actually were denied at times. I am concerned that LG would not stand by a product that died after 2 years. I feel that LG has been extending this process hoping that we would wear down and give up. I promise that the only acceptable outcome to this is to receive a new refrigerator, and I will not stop until this end is reached. Even if it becomes difficult. It is a matter of principle as well. If I have to involve outside parties, I will.

I feel that whoever is over the entire process (not just supervising a piece of this) needs to be consulted. I am not going to tolerate having to go through several more departments, more red tape, and more waiting, in order to receive a product that works. I know that there is someone who can make this happen quickly. Please forward this letter to the appropriate executive that has the power to fulfill the promise of replacement in a timely manner. Thank you for taking the time to hear my concerns and my experience.

Juliann of Clinton, IA January 27, 2010

I purchased a LG Refrigerator Model #LFX25960SB in November 2006 and after 1 yr 2 mo I came home to a completely frozen refrigerator section. Absolutely everything was frozen solid in the upper part of my 2049 refrigerator including my suntea jar which busted into peaces. Now 3 years and 2 months later, after purchase, the refrigerator almost started on fire!! I thought I smelled something hot and it turned out to be the light bulbs socket on fire. Where you screw the light bulbs in it is BLACK. I unscrewed the bulbs and called LG-they told me too bad it was over 3 years and warranty was up. I would have to pay for a service call and parts. I told him I spent 2049 and had no intentions to spending one more penny on this refrigerator and hung up.

I then researched to discover a number of these refrigerators have had the exact same problem. I don't understand why there is not a recall-potential fire and nothing is being done. I called LG again tonight and got a different customer service rep and now they are sending a technician- paying for parts and labor because it is a KNOWN problem. They say it needs a computer panel replaced and it will be fine. I will NEVER buy LG again!!!!! The energy rating has also been wrong from the beginning and I found out that if you register they have to send you a rebate and pay you annually as long as you own the refrigerator. I plan on doing that as well.

Kelly of Venice , FL January 25, 2010

We bought an LG refrigerator in October of '06. It wasn't delivered until February of '07 and wasn't really in use until April of '07. We were renovating our kitchen and didn't finish until then. Anyway, about 6 months after we installed it, little pieces of plastic kept showing up all over the refrigerator. I couldn't figure out what was breaking. As time went on bigger pieces started breaking off and now we're up to chunks of plastic breaking off. The glides on the drawers are broken the hinges on the door are broken off, the light cover is cracked. The bin covers have completely broken off.

In other words, anything that is plastic inside the refrigerator (except for the actual inside shell itself) is either completely broken, cracked or chipped. We started calling LG's customer service department (coincidentally) 1 week after our warranty expired, and they refused to do anything because the warranty had expired. We've tried to explain to them that it's not a warranty item, that the whole interior of the refrigerator (not the shell, but the rest) is made of defective plastic and should be replaced.

We've been trying to convey this for 2+ yrs. Finally, during conversations with an LG representative, in December of '09 and January of '10, they agreed that if we would pay to have an authorized LG representative come out and say that it was defective plastic then they would make concessions for it. Their representative came out on January 14th (which I had to pay 100 for, out of my own pocket), said it was obviously defective plastic, not owner abuse or normal wear and tear. He called LG, from my house, and reported his findings.

The LG tech said to fax him his report and they would give us concessions on the equipment. I faxed the report to him the next day. We didn't hear anything from them for a few days (meanwhile another big chunk of plastic broke off) so I called them. I requested a supervisor, who said that they weren't going to do anything for us because the warranty expired. I was shocked. I went through the last 2-3 yrs with her again over the phone and her answer was, "Sorry! Your warranty has expired. There's nothing we can do." I asked her why she made me pay 100 to her representative if the answer was still going to be "the warranty expired"? She basically said, "it is what it is"! She eventually said she'd send my request to corporate for their response, which surprisingly was "We aren't going to do anything for you!".

I think this is so wrong. My parents had the same refrigerator for 30yrs and never had anything like this happen. For this to be defective plastic, not even wear and tear or abuse by us, and for them to do nothing is not right. There are so many websites full of people with this exact same problem! Something needs to be done about this.

Instead of LG doing the right thing and fixing this for us, they are hiding behind their customer service reps. You can't get a corporate address, phone number or anything past their customer service people. I've never been so angry and frustrated in my life. I would never buy another LG product in my life, and quite frankly, I'm surprised that America is allowing them to get away with ripping off our citizens like this. It is so wrong.

Who can I go to to get help with this? 2000+ may not be a lot of money to some people, but it is a lot of money for us. Not only do I not have money to go buy another brand new fridge, I can't even keep things on the shelves, of this one, because the shelf holders are broken. Keep in mind, we've only had this thing for 3yrs and we've been dealing with this after having it for only 6 months. That's crazy! Again...my parents had the same refrigerator for 30 yrs! Somebody help me. Please!

Laura of Holbrook, NY January 23, 2010

Ice maker broke.We stopped getting ice,flap on door didn't work. Tech came couldn't get parts for three weeks. LG sent wrong parts.We waited two more weeks for new parts.Tech fixed refrigerator then cooling fan not working. Again waited for parts another two weeks,we had to go buy an ice maker in the meantime.Tech comes again replaces fan. Fridge worked three weeks. Besides all this,we kept telling tech the front panel was leaking leaving water marks that will not come off.None of thetechs handled this problem they blamed us.We then lost water again because the main hose for the water and ice maker,exploded in the middle of the night and flooded our basement. Tech came said we need a new hose. This took weeks because they couldn't get the part because it "never happens". He took it off a fridge in one of the showrooms. He puts the new hose on and leaves. Never turns the water on to check if it's working. Of course, when we turned the water on it did not work. We called again,now we are told we need a new relay.Couldn't get the part for three weeks.

David of Glen Rock, PA January 21, 2010

We bought an LG 3 door, bottom freezer, refrigerator about 2 years ago. It is the worst refrigerator we have ever had. All of the drawers or their guides have cracked or completely broken. The ice maker is the slowest in history. It takes about 8 hours to fill it's tiny bucket. The chute gets clogged about once a week and you have to remove the bucket and clear it. The switch for the light in the refigerator quit working and melted it's fixture. To remove the bulbs I had to break it open because it had welded togeather.

When you contact LG they just tell you "your warranty has expired". So I guess their products are only built to last as long as the warranty. BUYER BEWARE!!!! Well, my days of buying LG products has expired! Do as I am doing and tell everyone you know about this company. Maybe we can drive them out of the U.S. Market.

Terrance of Bemidji, MN January 19, 2010

The drawers in our refrigerator constantly fell off the tracks. The dealer sent someone out and 'fixed' them. They've never worked and still don't. I contacted LG customer service and received an immediate response stating, "Dear Value Customer, we will be passing your information along." Never heard from them again. Sent another email and received the same response. Sent another email expressing my concern about their lack of customer service and never heard from them again. I will never buy another LG product.

Paul of Everett, WA January 18, 2010

Handles fell off drawers. Inside of cooler overheats. Handle is about to fall off. MANY MANY contacts with LG with on results. Finally had contact with Washington State Attorney General, There will be a hearing in 6 to 8 weeks. Will advise of results

Po of Clearwater, FL January 18, 2010

I purchased an LG 3 door french style refrigerator model# LFTC2376ST June 18, 2008. On 12-18-09, I took my shelves out for cleaning and noticed that there were substantial cracks. I generally do not put very much weight on these shelves aside from an occasional gallon of milk. I contacted LG in regards to my shelves and they told me that the refrigerator only comes with a 1 year warranty and that they could not assist me with the repairs. My concern is not so much the cost of having to replace the shelves. It is a question of the quality of the product. Should I expect to have to replace these shelves every 1.5 to 2 years? Are the shelves only built to last that long so LG can continue to make money the way printers and ink cartridges do?

The component of the plastic selves bristle and falling apart to little particles. I have 4yrs Home Deport warranty, but it did not cover removable part. I am debate to have a someone to make self for it or to replace the self to support the two veg drawer. It costs 217.00 that will last for another 1 1/2 years again. also,I have other two shelves that cracks same location. If anyone has a chance to read this article please save yourself trouble do not just purchase for look or style. Purchase items more functional and endurance and spicaly Life's Good (LG)

Pat of Emeryville, CA January 16, 2010

Purchased LG Model LCF22740 French Door, bottom freezer refrigerator. The same problem has occurred repeatedly since 6 months of purchase, three repairs to date. Keeps happening. Freezer ices up. Not just my problem. Have found hundreds of complaints exactly like mine. LG will not support its product, claiming one year warranty. I think it's time for a class action suit.

koula of westfield, IN January 14, 2010

My LG refrigerator is a nightmare!! Upon delivery ice maker wasnt working. They had to exchange it 2 more times for the ice maker. Then started having problems within a couple of months with ice maker and temperature. The service repair has been out 3 times and LG said after the third time they could replace it. But no one is trying to help me or do that for me. So many people have had the same problem yet they are not fixing or replacing them. How awful!! They have the worst customer service I have EVER experienced. I WILL NEVER BUY AN LG AGAIN!!!! the worst refrigerator I have ever had!!!

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