ComplaintsforLG Electronics

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Ongoing Quality and Safety Issues with LG 34GK950F-B Monitor – Request for Resolution To Whom It May Concern, I am writing to file a formal complaint against LG Electronics regarding a persistent issue with my LG 34GK950F-B ultrawide monitor, purchased in 2019. I have already had the monitor repaired once under warranty for a defect related to the internal ribbon cable, but the issue has unfortunately reoccurred. This ongoing problem has caused screen flickering, blackouts, and color distortions, which I believe are directly linked to the failure of the ribbon cable connection. While LG has repaired the monitor previously, the problem has resurfaced, indicating that the underlying cause may not have been properly addressed during the initial repair. Given that this appears to be a manufacturing defect or design flaw, I am concerned not only about the performance of the monitor but also the safety of the device, as repeated failure of the ribbon cable could potentially lead to electrical malfunctions or other risks. Despite my efforts to resolve the issue through LG's warranty process, I am now left with an unreliable and potentially unsafe product. I am requesting that LG take the following steps: Provide a permanent solution by replacing the faulty ribbon cable or offering an upgraded design to prevent future failures. Review the product’s design and quality control processes to ensure that other customers do not face similar issues. Offer a satisfactory resolution that ensures both the functionality and safety of the monitor, such as providing a replacement or further repair at no additional cost. I feel that LG has not adequately addressed this recurring issue, and the product’s continued failure reflects poorly on the company’s commitment to quality and customer safety. I am seeking a fair resolution through the BBB to ensure that my concerns are taken seriously and that LG provides a proper and lasting solution.

  Business response

  11/25/2024

   11/25>Dear Customer,
  Thank you for your message. We sincerely apologize for the difficulties the customer has faced with their unit. Due to your product is already well beyond LG's limited warranty timeframe they will not be able to assist with an exchange, refund or covered service. You are being sent below their out of warranty department's toll free number should you elect to schedule a flat rate service.
  Transfer number:  ************
  Note: Out of warranty hours are 7 days per week 8AM -7PM CST
  LG considers this case closed. Thank you for your understanding.

  Customer response

  11/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Regards,
  **** ******

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a washer dryer combo from *****. The unit was defective. We called *****, ***** told us to get ahold of LG we did so. They sent out a technician. The technician lied to them(From their CSR's mouth) and said there were no parts available but to us said they needed to order parts. We thought they were ordering parts and then called back 2 months later, we had to call them. We spent over 2k on this combo uint and it runs for hours and does nothing! Then when their tech contacted us to get a scheduled repair, the tech, little did I know, text me from some random number and didnt even give his name. He told me to give him my name and address and phone number. I am like, I am not giving him any of this information as I do not know who he is. It went back and forth and I told him we are asking for an RA. he said, "Good luck on your RA now" I said Are you threatening me? Do not call me again or I will call the cops. Then the Presedential Liaison tried to close the order 2x cause I said I didnt want the guy threatening me at my house. I finally gave in confirmed the call and they didnt bother showing up or calling. These people need to give me an RA so we can return this and get our money back since they cant seem to warranty or repair anything ever!

  Business response

  11/13/2024

  11/13/2024

  Dear ****** *********
  

  Thank you for bringing your concerns to our attention. I truly apologize for the frustrating experience you’ve had with your washer/dryer combo and the difficulties in obtaining a resolution. Your satisfaction is important to us, and I appreciate the opportunity to address your complaint.
  

  I understand that you feel the technician’s communication was inadequate and that your interactions with our team were less than satisfactory. I sincerely regret any distress this has caused.
  

  Regarding your request for a refund, our records indicate that there was only one service visit recorded for your unit in July 2024. For us to approve a refund, there typically needs to be documentation showing that the unit is not repairable and has undergone multiple repairs with various parts replaced. I understand this situation is frustrating, but we have not received sufficient documentation to support the claim of irreparability.
  

  However, I want to ensure we address your concerns appropriately. I recommend that you provide us with any additional documentation or details about the unit's performance issues that might help in reviewing your case further.
  

  Your feedback is crucial, and we want to make sure we find a resolution that works for you. Please feel free to reach out directly, and I will personally assist you in this process.
  

  Thank you for your patience, and I look forward to hearing from you soon.
  

  Best regards,
  

  Carlise
  Presidential Liaison
  LG Presidential Escalations Department

  Customer response

  11/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Your presidential liaison Briune was abusive after never calling me for the whole time she called me repeatedly within minutes cackling uncontrollably and being condescending and abusive. Your company lacks the business ethics necessary to perform the basics of tasks and be respectful and professional. I have requested that no one from your company call or contact me again. If I am unsatisfied with getting my money back I will just take you to court and have the phone logs and the texts messages to prove what I am saying. You guys need to take more care in whom you place the reputation of your company in cause even at this point I want nothing to do with lg now or in the future because of the abusive nature in which our family is treated by your representatives.
    As you can see briune called me 3x with in a short amount of time and then was completely rude to me until I got fed up and cursed at her and then she called me back cackling on the phone. What is wrong with you reps?!?
  
  Regards,
  
  ****** ********

  Business response

  11/19/2024

  11/19/2024

  Dear ****** *********
  

  Thank you for bringing your concerns to our attention. I sincerely apologize for the negative experience you had with our representative. This behavior is not acceptable, and I understand how frustrating this has been for you.
  

  I acknowledge your request for no further contact and will respect your wishes. I will now close out my BBB case, and ask that you do not respond back to this email.  
  

  If you choose to pursue legal action, we will cooperate as needed. Thank you for your patience, and I regret that we could not provide the service you expected.
  

  Best regards,
  

  Carlise, LG Presidential Liaison

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a whole house of appliances for over $5000.00. ********* stopped working not even a year old ,after about 50 phone calls, getting replaced parts still not working. Reached out to corporate, was told would be replaced. Sent out another tech with more parts, still not working. This company has all people answering in *****, no help, cant get ahold of anyone. Need help. Need this resolved.

  Business response

  11/12/2024

  11/12: This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. ** would like the opportunity to review the file for potential further assistance. 

  Customer response

  11/12/2024

  
  Complaint: 22539396
  
  I am rejecting this response because:
  
  They have been reviewing it every day ,I call them them every other day, if not every day and get the same answers, theyre working on it. They have sent out people to repair it twice taking up hours of my time with no results. There are no way to repair it.  They tell me theyre going to call me back. They tell me theyre gonna take care of it and they do nothing.  I need more information than were going to review. It ! Are they going to replace it ? if thats what theyre going to do then Im satisfied if theyre not then I am not.
  
  Regards,
  
  ******** ********

  Business response

  11/17/2024

  11/17: This customers rejection complaint has been received and carefully reviewed. Thank you for your response and feedback. As of 11/14 the customer has accepted a exchange for the unit.

• Initial Complaint

  11/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ bought 2-6-2021 stopped cooling October 22 2024 ** **** just keep giving us the runaround. At this time we have a repairman coming DECEMBER 6, to DIAGOSE not fix it, waiting 2 months for a repair, living out of coolers, and being unable to even have family over for Thanksgiving is completely unacceptable. We spoke to a manager 11-4 named *** who said we would get a refund or replacement, our choice, if not resolved by 11-9 and on 11-9 another manager said sorry we cannot honor that because you do have a repair date scheduled in December. At this point we want either an immediate repair or a refund so i can buy a new frig and have family over for the Holiday

  Business response

  11/11/2024

  11/11>Dear Customer,
  Thank you for your message. We sincerely apologize for the difficulties the customer has faced with their unit.
  To assist further, we would like to review the file. Please provide a copy of the original proof of purchase, which should include the purchase date, dealer information, list the ** unit and the total amount paid (before and after tax). Additionally, we ask for a picture of the units model serial tag, as well as confirmation of the spelling of your name and mailing address.
  Please remember to retain possession of your unit until a resolution is reached. Thank you for your cooperation, and we look forward to resolving this matter.
  
  

  Customer response

  11/11/2024

  
  Complaint: 22536785
  
  I am rejecting this response because:

  LG already has this information.  Our date of purchase the model and serial number etc, This is just another stall tactic,  We have been waiting nearly a month for a repairman, and thats just to diagnose, not fix the problem,  we were told we would receive a refund or replacement if not resolved by last Saturday.  we just keep getting told that its been escalated and someone will call us back in a few days, nothing but a runaround.  We feel that at this point going this long without a refrigerator and no hope in sight of a timely repair, we are justified in asking for a refund is in order.
  
  
  
  Regards,
  
  ********* ********

  Business response

  11/14/2024

  11/14>Dear Customer,
  Thank you for your message. We apologize on your repair delays. ** is offering you:
  1. A Store Credit as an exchange to shop for ANY unit/s of your choice exclusively on (******) in the amount of $1,568.13. This is pro-rated due to the unit is beyond **'s 1 year limited warranty. The store credit is valid for 5 years from approval. So if you do not use all of it at once then you still have the remainder of the 5 years to use the remainder amount. You will also have a brand new warranty that starts over on your date of purchase & free delivery. Please respond to your assigned case manager for further assistance.
  
  Please remember to retain possession of your unit until a resolution is reached. Thank you for your cooperation, and we look forward to resolving this matter.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an ** refrigerator/freezer in November 2020. Because of Covid backorder, I received it in February 2021. On August 7th, I called ** as my fridge and freezer were no longer cooling and all of the food was spoiled. I have made dozens of phone calls to ** with no resolution. I keep hear from them, " I will send an email to the escalation team and you will receive a call in ***** hours." I have not received a call. I have spoken to management twice and they give me the same "I will send an email" line. It has been 3 months with no refrigerator. I have 3 teenagers in my home. This is taking an excessive amount of my time and money. I was told on one of my phone calls that I was approved for a refund or replacement on August 19th as there are no available service technicians in my area. I have provided my proof of purchase multiple times through text and email. I am not interested in a replacement and will only be accepting a refund as I do not trust ** or the quality of their products.

  Business response

  11/08/2024

  11/8>Dear Customer,
  Thank you for your message. We sincerely apologize for the difficulties the customer has faced with their unit. Our records indicate that this customer has accepted a refund in the amount of $1107.58. 
  Please go to the provided weblink and submit your requested information so that **'s ****************** can approve your reimbursement. You will receive an update on your refund once your info has been properly submitted. Our records also indicate that you have been submitted for a courtesy compensation in the amount of $300 under reference number CNN241108820060.Please remember to retain possession of your unit until a resolution is reached.
  Thank you for your cooperation, and we look forward to resolving this matter.

  Customer response

  11/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am disappointed that it took this level of escalation in order to have this matter resolved, but I am thankful that this issue now seems to be well on its way to a resolution. I just submitted the necessary documentation and will further update when the refund is received.
  
  Regards,
  
  ******* ******

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 29th of this year, I purchased a TV & Soundbar package through the LG Partner Store. Both items shipped separately, the soundbar being shipped through *****. While the TV arrived just fine, my ***** tracking number didn't update for several days after it shipped. After opening a claim with the courier, they informed me the package was lost via the attached email & to contact the shipper to begin a claim. After informing the Partner Store of this, they apologized & told me they would have to talk to ***** to resolve the issue. I followed up the next week after not hearing anything & the Partner Store said they would refund me the MSRP of the soundbar package since they could not offer a replacement. I have also attached a screenshot of the text confirmation from Partner Store rep stating this. After another week with no refund or follow up, I reached out again to their customer service and was told that the previous information was incorrect; LG is unable to offer any sort of replacement/refund for the item that was never delivered. I'm reaching out to ideally get a refund or replacement for the item. Thank you.

  Business response

  11/08/2024

  11/8>Dear Customer,
  Thank you for your message. We sincerely apologize for the difficulties the customer has faced with their unit. To assist further, we would like to review the file. Please provide a copy of the original proof of purchase. Thank you for your cooperation, and we look forward to resolving this matter.
  
  

  Customer response

  11/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  As requested, here is my proof of purchase.

  Please let me know if there's any other info I can provide. Thanks!

  
  Regards,
  
  ******** *********

  Business response

  11/12/2024

  11/12>Dear Customer,
  Thank you for your response and receipt. Our online orders team has escalated to our promotion department to see if they can offer an approval for a promo code to use towards a new purchase. You will be updated soon. Thank you for your understanding and cooperation.
  
  

• Initial Complaint

  11/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our LG refrigerator's compressor died in June of 2024. We solicited a warranty repair from LG, but their ETA for a repair person was over a week, where we could get our own repair person in under 3 days. They informed us of the policy that we may be reimbursed for the part and some of the labor for the repair, and to send them the receipt. I contacted them to send the receipt on 6/26/24, 8/27/24, 9/26/24, and today, 11/6/24. On the first two contacts I was given a ticket number (different each time) and told that I would hear from LG about next steps in 24 hours. On the third contact, 9/26/24, the LG agent directed me to call and speak to someone, who in turn asked me to text a copy of the repair receipt, which I did. Today, I followed up again and was told that my request had been "forwarded to higher management" and there is nothing that can be done. I am seeking what I think is a reasonable resolution - for LG to make good on their warranty promise of reimbursing us for the part/labor that we sourced when their repair service SLA was unnecessarily long, considering we had no fridge in the meantime and lost hundreds of dollars of food.

  Business response

  11/07/2024

  11/07>Dear Customer,
  Thank you for your message. We sincerely apologize for the difficulties the customer has faced with their unit. We ask for a picture of the unit’s model serial tag for further assistance. Thank you for your cooperation, and we look forward to resolving this matter.

  Customer response

  11/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  
  *** *********

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** agreed the stove was defective and issued my funny money/ points. I am unable to spend the points for the replacement of the stove. I want a check mailed to me so I can buy a new stove that is not a fire hazard.

  Business response

  11/07/2024

  11/7>Dear Customer,
  Thank you for your message. We sincerely apologize for the difficulties the customer has faced with their unit. Our records indicate that this customer has confirmed being able to use their Store Credit at ****** to make their new purchase. ** considers this case closed. Thank you for your cooperation in resolving this matter.
  
  

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mail control board not working. I called customer service and did everything they told to do to reset control board and it did not work. We went though and bank of question for about 40 minutes. The *** finally said the control board is bad. But here is the problem he will not send control board until I have a technician come out and tell him the control board is bad. I am not paying a tech. $150.00 out of my pocket for a $200.00 part that I can install in 20 minute. I am a MHE tech 4 mechanic (retired). Also I need 2 roller (wheels) for the bottom basket. FYI this washer was registered on 11/06/2022 so all serial number and proof of purchase is on file.

  Business response

  11/07/2024

  11/07: This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. ** would like the opportunity to review the file for potential further assistance. 

  Customer response

  11/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *******

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 19, 2023, I purchased an LG refrigerator through ******. On October 24, 2024, I reached out to ****** regarding issues with the unit, and they advised me that LG would contact me within 24-48 hours as it was still under their warranty. On October 28, I received a text message indicating my service appointment #1 had been canceled. I called LG, and they informed me that they would reschedule a technician for October 30. However, this appointment #2 was also promptly canceled, and I was asked to wait another 24-48 hours while they attempted to locate a new technician. I then received another appointment #3 notification for November 1. I took the day off work, but upon calling the technician to confirm, I learned that they had not accepted the appointment because my location was outside their service area. They recommended that I notify LG of this issue. On November 1, I called LG to inform them of the canceled appointment and requested an escalation, which did not occur. I called again on November 2, asked for escalation, and spoke with a supervisor. Still without resolution, I requested further escalation to a manager. Finally, the issue was escalated to LG’s Presidential Liaison, who informed me that I would need to wait until November 14, while they try to locate another technician to qualify for a replacement. When I asked for an estimated delivery time for a replacement, I was told the earliest availability would be during the week of November 18-22, pending delivery scheduling. With Thanksgiving approaching (20+ Guests) and +3 weeks without a functioning refrigerator, I am requesting that LG provide an immediate replacement or refund me the cost of the original purchase and to compensate me for the loss of food. This has been a costly loss with no refrigerator and two children at home, who bring their lunches to school everyday until this loss. Lost work time for an appointment that shouldn't have been should also be considered!

  Business response

  11/06/2024

  This customer’s complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your LG products, and we deeply apologize on any inconvenience you experienced. LG would like the opportunity to review the file for potential further assistance. 

  Customer response

  11/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I am currently awaiting the refund confirmation.  I have received communication from the service department and Presidential Liaison.  The Liaison closed out the service ticket, without any verbal communication that was requested on multiple accounts.  She indicated that I would be issued a full refund.  This was expected, but the time frame of this process was unacceptable. 

  I do not trust LG, until a refund is fully issued and received. I would like a phone call from my Presidential Liaison or upper management within the Presidential Ranks.  

  
  Regards,
  
  **** ** 

  Business response

  11/19/2024

  11/19: This customer’s rejection complaint has been received and carefully reviewed. Thank you for your response and feedback. The email to accept the fund should arrive this week, if not please contact ************. At this time LG considers this case closed. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩