Life's Tough with LG appliances and lack of warranty support

TL/dr

I’d advise that you DO NOT BUY this or any LG appliance.

  1. Don’t by any LG products until you know how this turns out, and then ONLY if you’re satisfied with how they handled it – because if you ever have to have warranty service done, this is what you should expect.
  2. Help us spread the word with the hashtag: #GrandmaDeservesCleanDishes
  3. Help us spread the word with the hashtag: #LivingWithDementia

Make sure you check for any updates, below.

Background

We have a family of 8, including a live-in grandmother with dementia. A reliable dishwasher is essential for our family. We’d never owned an LG appliance before, so we took a chance. Hey, “Life’s Good” with LG, right? (Spoiler alert: Apparently not.)

We bought this dishwasher from Lowe’s in 02/2018. Several times since then it simply won’t turn on. To resolve this we’ve had to flip the circuit breaker (“have you tried turning it off and on again?”). Although terribly inconvenient, that’s worked until a few weeks ago.

Now that little “reboot” trick doesn’t work anymore. After a LONG time diagnosing with LG they concluded we’d need a service tech to come out – which, despite the fact that we registered our product with them upon installation, they refused to do until we could provide them with the original receipt.

Once we found the receipt in our records (lucky for us, we kept it and found it! Otherwise LG would have us fix it out of our pocket – or buy a new one from another manufacturer), LG scheduled an “authorized service technician” to come out and see us.

So, here we are about two weeks of hand-washing later… Our repair tech is supposed to be here in the next day or two… except, when we called to find out when he was going to arrive – it turns out, he’s not.

Yup, that’s right. LG’s tech “declined” the appointment because apparently, he’s too busy to help a grandma have clean dishes. No worries, LG contacted another service tech and dispatched them, right? Nope. They didn’t reschedule, and they didn’t even call us. They had us waiting another week before we’d have to call them and say “hey, where’s the tech you were sending”, only to hear something along the lines of “oh yeah, he canceled. So sorry. Let’s start you all over again and put you back at the end of the line. You’re good with hand-washing dishes for a few more weeks, right? Oh, and no, we won’t be extending your warranty to cover the month or so that you weren’t able to use it.”

So, if you want a $900 dishwasher that won’t turn on after 6 months, get an LG.

Updates

#1: 8/29/2018, 15:41

LG Dishwasher Fiasco

#2: 8/29/2018, 16:49

After I gave LG another hour to find a repair tech who could come out sooner than the 5th of September (aka “3 weeks of washing by-hand”), they stopped responding. Either they were too busy trying to find someone to fix it, or they didn’t want to work with me any more.

#3: 8/30/2018, 09:08

LG finally responded (the next day):

Joe, we would recommend reaching out to Darrell’s Appliance directly at435-752-9022 to schedule/confirm a convenient appointment date/time.

I replied that we’d returned it to Lowe’s for a refund (Lowe’s was very helpful. THANK YOU, LOWE’S!). We are sorry that LG apparently thinks 2 months of downtime for a 6-month old appliance is somehow acceptable.

Keep this in mind when considering purchases of LG products.

What can you do?

  1. Don’t by any LG products until you know how this turns out, and then ONLY if you’re satisfied with how they handled it – because if you ever have to have warranty service done, this is what you should expect.
  2. Help us spread the word with the hashtag: #GrandmaDeservesCleanDishes
  3. Help us spread the word with the hashtag: #LivingWithDementia

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