LG Refrigerator--Repeated Problems, No Resolution from LG

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#1
We are at our wits end trying to deal with LG Electronics USA about a repeatedly failing refrigerator we had for 3 years (model #LG LMVS30776S, original purchase price of $2,649). It broke down 4 separate times leaving us without a functioning refrigerator for over 30 days. The following is an excerpt of an email we sent to LG executives 6/11/18 trying to initiate a resolution before we were forced to buy a new Whirlpool refrigerator because we could not depend on the LG unit any longer (they did not respond):

June 2017: MALFUNCTION: Increasing temperatures, no ice production
IMPACT: Required a new compressor; several weeks without functioning refrigerator

August 2017: MALFUNCTION: Again, increasing temperatures, negligible ice production
IMPACT: Required software update and ice buildup mitigation; several days without functioning refrigerator

Sept 2017: MALFUNCTION: Again, increasing temperatures, negligible ice production
IMPACT: Ice buildup mitigation; several days without functioning refrigerator

May 2018: MALFUNCTION: Again, increasing temperatures, no ice production
IMPACT: Required another new compressor and major repair to leaking coolant system; several weeks without functioning refrigerator

It is obvious to us--and verified by the technicians who came out to repair our refrigerator--that LG compressors are flawed, break down regularly, and are--at best--replaced with new compressors but with the same flaws. At worst, customers either can't get anyone to fix their refrigerators or LG gives them their usual stall/round-around/ignore routine and some have been without their working refrigerators for MONTHS! After looking into similar complaints at (http://www.corporate-office-headquarters.com/lg-electronics-usa) and the Facebook page called LG Refrigerators - LIFE is NOT GOOD (https://www.facebook.com/LgRefrigerators/), we realized we are just one of thousands who LG Electronics USA is refusing to deal with in an ethical way to resolve our dispute. Also of note is these websites: https://www.consumeraffairs.com/homeowners/lg_refrigerator.html, https://www.bbb.org/us/nj/englewd-c...equipment-repair/lg-electronics-0221-26000674.

Can someone finally get LG to listen and to respond to their customers who paid good money for bad refrigerators and deserve to get their money back?
 

weihlac

Verified Member
Jun 30, 2017
1,532
1,516
113
Maui Hawaii
#2
When did you buy this appliance and what warranty did you receive/purchase? From your post it appears that the item was purchased in 2015 and malfunctioned in 2017. Did your warranty extend to the 2017 malfunction?
 
Likes: jsn55
Sep 26, 2017
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#5
In addition, make sure that the extended warranty doesn't run concurrent with the manufacturer's warranty. It should be stated in the warranty documents but if it is concurrent, it only gets you to April 2018.
 
Likes: Sam and jsn55
Jan 22, 2015
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Colorado
#6
In addition, make sure that the extended warranty doesn't run concurrent with the manufacturer's warranty. It should be stated in the warranty documents but if it is concurrent, it only gets you to April 2018.
and a lot of extended warranties do exactly that. Run alongside the factory one. So you are only getting an additional 2 years, instead of the 3 that you think you are getting
 
Sep 28, 2018
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#7
We are at our wits end trying to deal with LG Electronics USA about a repeatedly failing refrigerator we had for 3 years (model #LG LMVS30776S, original purchase price of $2,649). It broke down 4 separate times leaving us without a functioning refrigerator for over 30 days. The following is an excerpt of an email we sent to LG executives 6/11/18 trying to initiate a resolution before we were forced to buy a new Whirlpool refrigerator because we could not depend on the LG unit any longer (they did not respond):

June 2017: MALFUNCTION: Increasing temperatures, no ice production
IMPACT: Required a new compressor; several weeks without functioning refrigerator

August 2017: MALFUNCTION: Again, increasing temperatures, negligible ice production
IMPACT: Required software update and ice buildup mitigation; several days without functioning refrigerator

Sept 2017: MALFUNCTION: Again, increasing temperatures, negligible ice production
IMPACT: Ice buildup mitigation; several days without functioning refrigerator

May 2018: MALFUNCTION: Again, increasing temperatures, no ice production
IMPACT: Required another new compressor and major repair to leaking coolant system; several weeks without functioning refrigerator

It is obvious to us--and verified by the technicians who came out to repair our refrigerator--that LG compressors are flawed, break down regularly, and are--at best--replaced with new compressors but with the same flaws. At worst, customers either can't get anyone to fix their refrigerators or LG gives them their usual stall/round-around/ignore routine and some have been without their working refrigerators for MONTHS! After looking into similar complaints at (http://www.corporate-office-headquarters.com/lg-electronics-usa) and the Facebook page called LG Refrigerators - LIFE is NOT GOOD (https://www.facebook.com/LgRefrigerators/), we realized we are just one of thousands who LG Electronics USA is refusing to deal with in an ethical way to resolve our dispute. Also of note is these websites: https://www.consumeraffairs.com/homeowners/lg_refrigerator.html, https://www.bbb.org/us/nj/englewd-c...equipment-repair/lg-electronics-0221-26000674.

Can someone finally get LG to listen and to respond to their customers who paid good money for bad refrigerators and deserve to get their money back?
Thank you for taking the time to let us know about your experience with your refrigerator. What you have described is far from what we expect any of our valued customers to experience. I can definitely understand how upsetting it would be to put so much time and money into a purchase ending in this result. I would love to help you out. If you will, please click the link pasted below for further assistance. ^TH https://refrigerators.lgsupport.com...4CF2E21306D5E2B9A9D895EA1394924&agent=4581099
 

weihlac

Verified Member
Jun 30, 2017
1,532
1,516
113
Maui Hawaii
#8
Thank you for taking the time to let us know about your experience with your refrigerator. What you have described is far from what we expect any of our valued customers to experience. I can definitely understand how upsetting it would be to put so much time and money into a purchase ending in this result. I would love to help you out. If you will, please click the link pasted below for further assistance. ^TH https://refrigerators.lgsupport.com...4CF2E21306D5E2B9A9D895EA1394924&agent=4581099
"email we sent to LG executives 6/11/18 "
The original post in Forum: Aug 14, 2018
Today's date: October 19, 2019.
Intervals of 2 & 4 months. That's a lot of rotting food.
This "response" does not engender any confidence for LG fixing anything in a timely fashion (if ever).
 
Likes: krisseye
Oct 19, 2018
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Florida
#9
I sure hope clicking the link to LG works for you. I submitted my issue and documentation to LG but did not get a response or feedback.
I took a different approach and contacted the state attorney general, consumer relations. They followed up with LG. Now case is closed with state because LG says my problem with refrigerator is environmental issues.
I will be anxious to hear if you get positive feedback from LG. Good luck.
 

jsn55

Verified Member
Dec 26, 2014
8,062
7,949
113
San Francisco
#10
Ah, now I understand the use of the term "environmental issues" in regard to a refrigerator. It means that the refrigerator has issues in certain environments, like warm, humid southern Florida. This is just nuts. If that's the case, why is LG selling the appliances in the wrong environment? How on earth would a consumer know to check the environment before purchasing a refrigerator?
 
Oct 19, 2018
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Florida
#11
Ah, now I understand the use of the term "environmental issues" in regard to a refrigerator. It means that the refrigerator has issues in certain environments, like warm, humid southern Florida. This is just nuts. If that's the case, why is LG selling the appliances in the wrong environment? How on earth would a consumer know to check the environment before purchasing a refrigerator?
Yes. I agree. Why should I or anyone be penalized because the refrigerator is not up to warm weather standards. We keep our house cool throughout the year.
 
Feb 11, 2018
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#12
Ah, now I understand the use of the term "environmental issues" in regard to a refrigerator. It means that the refrigerator has issues in certain environments, like warm, humid southern Florida. This is just nuts. If that's the case, why is LG selling the appliances in the wrong environment? How on earth would a consumer know to check the environment before purchasing a refrigerator?
I could understand if the refrigerator were in a garage (definitely not recommended), but I have no doubts that the house itself has A/C. So what environmental issues are we talking about--except, perhaps, an environment of corporate irresponsibility?
 
Oct 19, 2018
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Florida
#13
I could understand if the refrigerator were in a garage (definitely not recommended), but I have no doubts that the house itself has A/C. So what environmental issues are we talking about--except, perhaps, an environment of corporate irresponsibility?
LOL. Great interpretation of environmental issues. That's funny but sad.
 
Oct 19, 2018
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Florida
#15
Likes: Neil Maley