I purchased an LG French door refrigerator model # LFX33975ST on 6/22/14. I paid $2263.94 for it.
6/ 4/18: The refrigerator and freezer stopped working. I called LG. They set up an appointment for 6/7/18 for a technician to come. All of our refrigerator contents were in coolers or garage refrigerators by this time.
6/7/18: An LG technician came and determined that the compressor needed to be replaced. He told me he had to order it.
6/12/18: An LG technician came and replaced compressor (8 days after the unit stopped working.)
The new compressor did not cool the unit or completely freeze things in the freezer,, so I called again. LG set up an appointment for 6/18/18.
6/18/18 - Technician came on 6/18/18 and installed a second replacement compressor.
6/27/18: refrigerator and freezer and icemaker stopped working. I called and was told that there were not available technicians at the time but that someone would call me within 24-48 hours. I was told a dispatch team would call me. I asked to speak to a supervisor but was told that there was no way I could do so. I was told to call at 5:00 and ask for a supervisor. I was again not transferred to a supervisor. I spoke to April, who told me that, “since it is a reclaim, she will transfer me to the Reclaim Department to dispatch. She told me that the next available appointment would be 7/2/18 from 1-5 PM.
7/2/18 –I called LG and was told by Lara that the unit is now to be dealt with by the ‘reclaim department’ since we had reached our total allowable number of service visits
7/11/18 : LG came again to look at the unit
8/1/18: I called LG because refrigerator was making a loud rattling sound after the second replacement was installed. I also told them that the refrigerator and freezer and icemaker were not cooling/operating correctly. I was told that this noise was due to the new compressor. I was told there is a 30-day service warranty on the repair.
8/2/18: I called LG to set up a service appointment. There were no appointments available.
8/8/18 – The unit was still not working correctly. I called LG and was told someone would call me back. Nobody called back.
8/13/18 : I called LG because the refrigerator was not cooling and the freezer was not freezing and ice maker had stopped working after the second replacement compressor was installed. I was told by John, a supervisor, that the case had ben sent to the service manager and our unit is considered “LG Out of Warranty”. He said he could see all of the documentation of what has happened with our unit. He said there is a limit of 4 work orders and then LG understands that the customer doesn’t want to keep repairing the unit. He said he would send our case to a Service Manager and for proper resolution. He said that LG “may buy the unit back”. He also said that they offer a “100% guarantee that they will do what the customer expects” and that a case manager would contact me within 1-2 business days.” I told him I wanted a refund and that I do not want another LG product.
9/11/18 –Called LG and was told by Chloe that a Service Manager would call me within 1-2 business days. She said ‘a defective return authorization” was needed and there were no available technicians at the time. She said that that someone needs to declare that it is “unrepairable” and that ‘it is a “Reclaim.’
She said a technician would call me before 4PM that day. Nobody called.
9/13/18 – I called because I never received a call back from LG. I called and was told by Mia that the case was already sent to a ‘special department” and that I should receive a call back within 24-48 hours.
9/19/18 I called because I never received a call back from a technician. Is poke to Mia who transferred my to Terry (the Supervisor of Executive Services).
I was told by Terry that the executive department would provide “a resolution or repair.” Terry stated that he would send a request for availability for someone to come to our house to deem the unit unrepairable.. He said that the most recent repair is covered under warranty for 90 days and that our unit is out of warranty and qualifies for a “reclaim”. He told me that “reclaim” means that they will give me a 15% rebate off the purchase of a new LG refrigerator. He then said that he is doing a ‘courtesy reclaim” which he said means that they will come and look again at the unit. If they come again, he said the technician would have to declare the unit ‘unrepairable’ . He said that this is the only possible resolution to the problem. They will only offer a 15% rebate off of a new LG refrigerator. I told him that I do not want another LG refrigerator and that I want a full refund.
9/26/18: Currently, the icemaker does not work and the refrigerator and freezer are not operating effectively.
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