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At least a not so reasonable facsimilie thereof. When part of the plastic door latch on my microwave broke we bought an LG unit to replace it. It lasted 45 days and we have been trying to get warranty satisfaction ever since. The story is best summed up in an e-mail I sent out tonight.
On July 30, 2008 my wife and I purchased an LG microwave, model LRM1260SW, serial number 803TAWM00961, through the Best Buy store in San Marcos, TX. After 45 days of use the microwave failed to heat food. We first contacted Best Buy and were told it was outside of their 30 day return policy and the warranty would have to be handled by the manufacturer.
During my initial call to customer service on September 17, 2008 I was told that LG did not support this model with service.
On September 18, 2008 my wife contacted your Customer Service department and spoke with David. David told her that within 3 business days we would receive a packet containing return information and a return mail label for the defective microwave and that once it had been received by your company we would receive a check within 7-10 working days for the $113.65 cost of the unit.
Believing the issue had been resolved, I contacted Panasonic and purchased the parts necessary to repair the microwave your unit was to have replaced.
The next contact was a letter from your Customer Advocacy Group dated September 24, 2008 stating that to resolve the problem you needed a “Proof of Purchase” and “Related Work History”. On October 1, 2008 my wife contacted the Customer Advocacy Group at the number provided in the letter and spoke with Troylynn. After receiving a copy of the sales receipt via fax, Troylynn told my wife that we would receive a check for $113.65 along with a shipping label and pick–up authorization to return the defective unit within 10 days.
Today, October 10, 2008, I received a letter dated October 03, 2008 from Stacy Casals, Supervisor, Customer Information Center. This letter states that to receive “reimbursement up to the amount of $113.65”, I need to purchase a new LG microwave (LG, Goldstar, Sunbeam) within 90 days, send a copy of the receipt and the labels from the old unit to the LG Microwave Reimbursement Department. After your company gets this letter from me, the letter states that I will be issued a check in 6-8 weeks. My wife immediately contacted the Customer Information Center and spoke with Aura. Aura told her that all conversations with customers are recorded in the Consult file word for word and there were no entries from either David or Troylynn. Aura also told her that LG does not issue refunds and further stated that we would receive the full original purchase price even if we replaced it with a lower priced unit, contradicting the wording of the letter.
Considering that this process is taking almost twice as long as the microwave worked, the fact that I have repaired and am using my previous Panasonic microwave, and that promises made by two different representatives of your company failed to materialize, I have no desire to purchase or use another of your products.
In addition to the addresses listed above, a printed copy of this e-mail is being sent via US mail to Michael Ahn, CEO/President, LG Electronics, USA; 1000 Sylvan Avenue; Englewood Cliffs, NJ 07632.
Thank you for your assistance in resolving this issue.
Don A Griggs
GySgt USMC/Ret
The copy and this cover letter is sealed and ready to go out in tomorrows mail.
October 10, 2008
Mr. Michael Ahn
CEO/PresidentLG Electronics, USA
1000 Sylvan AvenueEnglewood Cliffs, NJ 07632
Dear Sir:
Enclosed is a copy of an e-mail that I sent to your Customer Service Department for your information. The e-mail details the problems I have experienced with the warranty on a defective LG microwave.
I thought you would be interested in seeing how your company is being represented.I can only hope that the lack of consistency, concern, knowledge, and honesty exhibited by employees in the different departments we have dealt with in your organization is the exception rather than the rule.
If you have any questions, my wife or I can be reached at xxx xxx-xxxx.
Sincerely:
Don A Griggs
GySgt USMC/Ret
On July 30, 2008 my wife and I purchased an LG microwave, model LRM1260SW, serial number 803TAWM00961, through the Best Buy store in San Marcos, TX. After 45 days of use the microwave failed to heat food. We first contacted Best Buy and were told it was outside of their 30 day return policy and the warranty would have to be handled by the manufacturer.
During my initial call to customer service on September 17, 2008 I was told that LG did not support this model with service.
On September 18, 2008 my wife contacted your Customer Service department and spoke with David. David told her that within 3 business days we would receive a packet containing return information and a return mail label for the defective microwave and that once it had been received by your company we would receive a check within 7-10 working days for the $113.65 cost of the unit.
Believing the issue had been resolved, I contacted Panasonic and purchased the parts necessary to repair the microwave your unit was to have replaced.
The next contact was a letter from your Customer Advocacy Group dated September 24, 2008 stating that to resolve the problem you needed a “Proof of Purchase” and “Related Work History”. On October 1, 2008 my wife contacted the Customer Advocacy Group at the number provided in the letter and spoke with Troylynn. After receiving a copy of the sales receipt via fax, Troylynn told my wife that we would receive a check for $113.65 along with a shipping label and pick–up authorization to return the defective unit within 10 days.
Today, October 10, 2008, I received a letter dated October 03, 2008 from Stacy Casals, Supervisor, Customer Information Center. This letter states that to receive “reimbursement up to the amount of $113.65”, I need to purchase a new LG microwave (LG, Goldstar, Sunbeam) within 90 days, send a copy of the receipt and the labels from the old unit to the LG Microwave Reimbursement Department. After your company gets this letter from me, the letter states that I will be issued a check in 6-8 weeks. My wife immediately contacted the Customer Information Center and spoke with Aura. Aura told her that all conversations with customers are recorded in the Consult file word for word and there were no entries from either David or Troylynn. Aura also told her that LG does not issue refunds and further stated that we would receive the full original purchase price even if we replaced it with a lower priced unit, contradicting the wording of the letter.
Considering that this process is taking almost twice as long as the microwave worked, the fact that I have repaired and am using my previous Panasonic microwave, and that promises made by two different representatives of your company failed to materialize, I have no desire to purchase or use another of your products.
In addition to the addresses listed above, a printed copy of this e-mail is being sent via US mail to Michael Ahn, CEO/President, LG Electronics, USA; 1000 Sylvan Avenue; Englewood Cliffs, NJ 07632.
Thank you for your assistance in resolving this issue.
Don A Griggs
GySgt USMC/Ret
The copy and this cover letter is sealed and ready to go out in tomorrows mail.
October 10, 2008
Mr. Michael Ahn
CEO/PresidentLG Electronics, USA
1000 Sylvan AvenueEnglewood Cliffs, NJ 07632
Dear Sir:
Enclosed is a copy of an e-mail that I sent to your Customer Service Department for your information. The e-mail details the problems I have experienced with the warranty on a defective LG microwave.
I thought you would be interested in seeing how your company is being represented.I can only hope that the lack of consistency, concern, knowledge, and honesty exhibited by employees in the different departments we have dealt with in your organization is the exception rather than the rule.
If you have any questions, my wife or I can be reached at xxx xxx-xxxx.
Sincerely:
Don A Griggs
GySgt USMC/Ret
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