LG Refrigerators

The fix process went surprisingly well. I had predicted a disaster. Door came off easily as did the old hinge. I draped a towel in front while the power was off to retain the cool. In the old days we used to put the old fridge out in the garage after the remodel where it cooled beer for 20 more years. Those days are gone. I have a LG washer dryer combo that was very high end at the time of purchase. They have performed perfectly for ten years now. My LG dishwasher went bad two months after the warranty ran out. I took it apart, took one look and put it back together. Whatever I did it must have reset the circuit board or something. Works fine now.

* Tech showed up today. Michael who works for LG direct service. He not only had a compressor on him to replace the default one but had all the tools to get it done today. He was very professional and and explained to me contrary to other reviews on here that LG has upgraded and improved their software and the compressors so hopefully this will not happen again. Only took him about 90min to get it all fixed as he knew his stuff! * Fridge is fixed and running only two days after I first called customer service on a weekend at no cost on labor or parts.

I don't write many reviews on anything but feel that this was deserving as I'm sure others had valid unpleasant experiences, but mine was a very positive one. If anyone else has this issues don't hit the panic button based on other's reviews. I don't know if it helped the cause but I was very calm and understanding when I called them to explain the problem as well. Products are going to have issues but I will judge a company based on how they deal with those problems and LG handled this very professional and I am very satisfied. Hopefully this repair holds up but if not if they deal with it the same way this one went they will retain me as a customer on future purchases. I do really like the fridge as well so 5 stars both for the fridge as well as the service.

When I told them it wasn’t working, they said they could come the following day, which was a Saturday. I was impressed that they came out even on a weekend. They took care of it early in the morning and got us up and running. So I was really happy. I had a big party planned and the technician got the refrigerator all fixed up before that. It started cooling down really well, and everything was fantastic. The technician was a nice gentleman, and very cooperative. He worked with us.

All-around, I was happy with the service that I got from LG. And I would be calling them again if I have any problems with the refrigerator. I’m happy that they have their own service department. A lot of times you get different companies that are servicing the product, and they gotta run to LG to get the parts. The guy we had here is directly connected with LG, so it’s part of their system. And I know, being in the business, that if you’re dealing with the in-house manufacturer, they have better availability of parts and technical support than a middleman. You get a couple of people down this chain, and now you gotta order the parts and it takes longer. But the guy we had was able to come with the parts and then he did the job, and that makes the difference. I would absolutely recommend them.

The first time, I called LG and they immediately had a guy over the next day, which is unheard of. That was outstanding service. He replaced something and then, exactly five days later, it was out again. And this continued for seven times but it's finally fixed now. There's nothing else to replace except for the shelf. Nowadays, it's very difficult to get water separate from the ice. You almost have to flip a switch, and I think LG's new ones are this way. You flip a switch to do water after you put ice in it. I like the feature of two different places.

I wish LG had better training on the repairmen. The last thing the repairman fixed was the condenser in the freezer. And I believe that was the problem the whole time. He would've saved LG a ton of money, and me as a customer a ton of time, by being able to diagnose it a little better instead of replacing every part on it. But I would definitely recommend LG. They always answered my call and they always tried. Their customer service is outstanding. The fridge had some problems, but in the end, they fixed it and made the situation right.

It took about nine months to get the refrigerator done. But I love it. My favorite feature is that little extra door on it, but the shelving is not adjustable enough. I can’t get them on the height I would like them. And on the dishwasher, the settings are not made for American dishes. It’s small in the rack and certain spaces, and not as flexible as my older one was and it seems to not hold as many dishes, either.

We had purchased a 5 year protection plan. We called the Home Depot with all the paperwork, account, model numbers in hand. After the typical automated system trying to get you to do everything on-line we were finally in contact with someone who pretended to be interested. After the painful research in order to verify our warranty, the finger was pointed at LG. During the transfer to LG and pushing all the buttons to get me to the right department, someone eventually picked up the phone and hung up on me. Back to the Home Depot warranty line, wading through their automated phone system and again on line with a human who gave me more information that was neither warranted or needed, told me that LG would have it fixed in 24-48 hours. I was happy for the moment.

Finally, again through the automated System and long wait “because of the virus” I got to speak to someone who again had to verify the existence of our warranty. Oh boy, this is how I wanted to spend my life! I explained, the purchase, warranty, model number, code inside the door, yes it was plugged in, yes the light came on, yes the ice maker had no ice, no there was no cold air when I opened the doors and no the water dispenser was not providing cold water. Yes it was really broken.

Three days later, an appliance center 50 miles away called in a very non-English speaking voice called me to confirm that I “had a refrigerator LG that is not working and can be repaired” Yes she did say “refrigerator LG”, if I set an appointment and paid for the repair at the time of service and would have to call LG for reimbursement after the repair. This offer and the person didn’t sound like a viable and credible situation. I asked if they were following up on my Home Depot Claim... no answer.

I called Home Depot, went through the automated system again and they said to stay away from this offer and wait for LG To call. And they were so interested, they assigned a “case manager” to my claim, oh boy. My “case manager” called, we went through the whole story, again, and she assured us that she was “on the case”.

Two days passed, the mysterious appliance repair shop left an automation voice mail, “We can fix your refrigerator if you call us and authorize us to order the parts. The parts will take about a week to arrive. We can then set up a service appointment”. We called our “case manager” went though another automated system asking us if we would rather find what we wanted “on-line” waited and finally got a real person. Asked for Ashley to which we got silence and “do you know what department she’s in?”

More time another explanation of the story and then finally Ashley’s phone rang, and rang and rang and then Ashley’s electronic explanation of how to use the Internet to get answers and how to leave a message for her and she would call right back. She did, seven hours later. She then came to the realization that we had lost all of our food, drinks, and no refrigerator at all! For the last six days.

It’s Friday night, but before she goes home for the weekend she’s going to “send an email to our local Home Depot to see if they can let us borrow a refrigerator on Monday” Assuming that we can easily do without a refrigerator til then. I asked if this week long period was typical of the wait for service? She said “unfortunately this isn’t very long at all, it may take weeks”. Tomorrow, Sunday, will mark the seventh day of eating out, buying bags of ice for the milk and juices and regretting we were so naive to spend more money on a warranty, and NOT to go through the product reviews posted by others.

Our issue became noticeable day 1 when the appliance was not cooling properly. The first indicator was the milk, (which was stored on the refrigerator door rack to accommodate a gallon size, was WARM. My wife proceeded to purchase a thermostat to monitor the temperatures within the cavity of the unit. For the limited cubic space it has, the temperatures varied considerably. We proceeded to contact Customer Service, and for a unit "right out of the box", we immediately encountered additional challenges.

1- Our first contact was with a Customer Service Representative in the Philippines who spoke Very broken (if any) English. (Follow up calls were just a bad.) For such global company you would expect them to have better matched resources to offer its customers. 2- To have a Technician visit the situation, they would potentially charge a $50 Service Call. (Again, the unit is not even a week old. That policy took some arm wrestling, but it led to being waived.)

3- Fast forward, a Technician did arrive at the house to physically and wirelessly confirm the settings. "NO PROBLEM". At this juncture, my wife was getting a bit perturbed and stated a temperature measuring 40 degrees "is not only a problem, it's a health hazard". The Technician's solution was to recommend we rearrange the contents where items as mustard, pickles, salad dressings, butter.... should only be on the door racks. Items as milk, even though the door has a rack to accommodate a gallon container, should go on a shelf. (It's noteworthy to mention; we've stored milk on the refrigerator door for the last 40 years with no temperature problems!) When we proceeded to challenge that rationale, his final cure all was the "straw that broke the camel's back"... "we just haven't adapted to it yet". Those remedies are very shallow for a unit that costs ~$2,000 with supposedly "state of the art engineering".

We can't fathom how a major entity as LG can be so deficient in some basic engineering features compounded further by their shallow offerings for customer satisfaction. We did not proceed with the Extended Warranty they offered primarily due to its cost. Layered on top of that, the manner they addressed the above circumstance further discouraged us as I have strong reason to believe we would likely get the same run with any service calls. That, and reading other reviews, causes me to proceed ahead with fingers crossed on both hands. For their sake, I hope LG reviews these posted complaints as they are legitimate issues they should take some ownership of. I (and others) will have serious second thoughts about purchasing ANY of their products with an LG name plate.

After calling whoever he had to call, the discrepancy was resolved. I paid the bill and was told to wait 24 hours for the unit to completely cool. 24 hours later and neither the refrigerator nor freezer are adequately cooled. I called LG and was told the tech would not be available over the weekend or Monday and that someone would contact me in 1 or 2 business days to discuss scheduling. What?? I asked to speak with Executive Services Dept and was put on hold of 1.5 hours. Finally someone spoke with me but had little more to offer. The tech was texted and will hopefully contact me. When, I don’t know. All my food has spoiled. I still don’t have a working refrigerator and have no idea when the issue will be resolved. Not a happy camper. Life is not good at the moment.

I contacted LG support again to ask how to remedy this because we weren't sure if it was a leveling issue or something else. The agent that I was connected to just tells me to unplug it and plug it back in, and adds that if it isn't resolved we would need service for a fridge that we had just received. To top it all off, the serial number matches a fridge that was made in April 2020. How terrible does your quality control procedure have to be for this to happen? I'm 0/2 in receiving a brand new perfect product. I went with LG because people said they improved (partially because of my Korean bias), but man stay away. Currently debating if I should ask Lowe's to replace the unit or if I should go with a completely different refrigerator. Terrible. Just terrible.