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Wednesday, 7 October 2020

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Our LG double oven stove has been broken twice this year. In February, the bottom convection oven of the seven year old stove wouldn’t work and a local repairman determined a controller board was broken. Over $330.00 later the oven was repaired. Six months later, the repairman confirmed the same thing had happened. We were disgusted and talked about repairs or buying a new stove. My husband, not one to sit back and take anything without a discussion, called the company to explain the situation about the board having lasted only six months. 


He spoke with the initial call centre person for the better part of an hour, then asked to speak to her supervisor. A stern sounding man reported that the board was only guaranteed for a month. How ridiculous is that! My husband kept his cool and referred to the man as sir, listening, then saying what he thought. The man finally offered my husband $200.00 which was not sufficient. After an hour and a half, he was told to call to speak to the same man in two days as the company would have a final determination. Of course my husband called back. 


The full cost of the repair was covered. The repairman was surprised to receive a call from the company covering the total cost of the repair as well as the part. “That never happens,” he told us. 


We asked him what he thought were the best appliances from the various brands he deals with and he named LG. If they are the best, how long do the worst appliances last these days? Obviously, the more functions on an appliance, the greater the chance of problems. My mother’s old stove only cooked and baked but it lasted for generations. However, that stove was a huge improvement from a wood stove.


To us, it was worth my husband’s time to have the total cost of the repair covered. How many people have the time or determination to do the same? Shouldn’t a company guarantee its parts for longer than a month? If not, the quality should be reflected in the price. Also, who knows why the company covered the cost? What magic words did the trick? Maybe it was my husband’s investment of time over two days or his attitude which brought the positive result? We will never know.


Meanwhile, the stove has been working well for the last month but the controller board is past its guaranteed date. We’ll see what happens.


27 comments:

Shammickite said...

I think you should start getting some estimates on a new stove, just so you are not left in the lurch in the middle of Christmas dinner preparations!
And yes, manufacturers should definitely guarantee their products for longer than a month, that's downright ridiculous! Good news that the company covered the cost. It just shows that persistence pays off.

DJan said...

Sometimes politeness and perseverance pays off. Sounds like the company might actually know it's not a very reliable item, if it is only guaranteed for a month! Good job by your hubby. :-)

Boud said...

Sometimes it's easier for them to pay up and get a caller to go away. Persistence pays. A flat refusal to stop insisting, and knowing what you want them to do is the trick.
I wonder if the company got a shipment of bad parts and is stuck with them, so they're fobbing them off on customers.

John's Island said...

Thank you for writing about this. I often wonder why appliances of all sorts, and especially the more expensive ones like ovens, don’t last like they used too. I’ve got to give your husband a High-5 for the way he approached this. I’m going to bet that most folks would have called LG and gotten all upset and angry on the phone and ended the call with no resolution. Dealing with Customer Service these days is a challenge of its own. Congrats on the way things turned out. Let’s hope that new controller board is the last one you’ll need.

Debra She Who Seeks said...

That's how appliances are these days, designed to break down and be replaced quickly. It's a real racket.

Elephant's Child said...

The warranty covers a month??? That is a marked lack of confidence and pride in their product.
I am so glad that your husband persevered and feel for those without his time and fortitude.

Rose said...

We have hot a new dryer and a new washer since Roger's stroke..and both times the delivery guys says they are only made to.ladt 6 or 7 years. Talk about saving the planet...holding companies accountable woukd help a lot. I would be willing to pay more for something that would last.

Go back a few years prior, but after Roger retired..we had stive with the flat top..I call it ceramic but dont think they are. It might have been 5 yrs old. I was baking cornbread and burned it...I thought i had just miscalculated how long it had been in. So made another pan and put the timer on...smelled it burning well before the time was up.

I could not turn it off. I had Riger go throw the switch. I left it in the off position and he turned the switch back on and there was a big pop..

We had it hailed away...I would not have touched no matter what a repairman did. I told Roger, what if it had been a meatloaf and I had left it baking to run to the store.. our house might have burned to the ground!

William Kendall said...

When I use the word 'sir', it's not in a friendly way. It's when the person I'm dealing with is so irritating that I'll use that to substitute calling him what I really think of him, which would involve curse words.

Rhodesia said...

Well done to your husband, my husband has also done well with complaints he also always goes to the top man!! Keep safe Diane

bill burke said...

They don't make appliances as good these days. Great job your hubby did on the phone, politeness goes a long way. They probably didn't expect him to call back but that's what you got to do. Hopefully, this board will keep on working for you.

Ruth Hiebert said...

i am happy for you to get those repairs paid for. I had an upright freezer that quite promptly as soon as the warranty was over.I was told it wasn't worth repairing. It was one year old. That smarts when that happens

At Home In New Zealand said...

What a wonderful husband you have! Not many men would have the patience to persist like that and I'm happy he ended with a good resolution. It should not have been needed though. An appliance should last and operate properly, but unfortunately today so much seems to be built to be shoddy. Happy cooking :)

Tanza Erlambang said...

great job ....the company covers the cost and call repairman .....

thank you for sharing the story, we will copy you and your husband patience to contact company ....

Happy cooking

Joanne Noragon said...

I have nothing but time, and am happy to spend it being a fine example of a polite, determined, fail-not customer.

The Padre said...

Big Hugs

Red said...

Another person who hags in on discussion about products is my wife. Sometimes it pays off. she will also ask for the supervisor.

Anonymous said...

Keep us posted.
Your husband had the patience and the know how. :)

Helen said...

How frustrating but an excellent result from your husband's diplomatic endeavours.

Retired Knitter said...

The best refrigerator I ever owned was an LG, but it's mother board (control board) failed at 18 months. After weeks of trying to get the right part (we had a 12 month warrantee), we were forced to accept the simple fact that LG (a Korean product) had stopped making the replacement part we needed and our unit COULD NOT be fixed. We were informed by our repair folks that we needed to buy American" made." They carry replacement parts for those units on their trucks and if needed they can order parts. You see, in America, we have laws that American companies must follow that say manufacturers MUST continue to support with repair parts - appliances that have been discontinue - support them for 10 years by continuing to manufacture replacement parts. Korea doesn't have that restriction. So when they stop making an appliance they stop making replacement parts AT THE SAME TIME.

So we bought a GE - which we don't like as much but can be repaired. Living without a frigerator for a month cured me of buying an LG. And that lesson cost us a total of $5,000 within 18 months - each unit costing about $2,500 a piece. Frustrating!

One last little bit of information - just because GE is an American company doesn't mean 'Made in America.' Our unit was built in Mexico!!! BUT GE (an American company) must continue to provide replacement parts for 10 years for units they are no longer making.

I will never buy another LG product. Yes, it is the best product if it is working - but when it isn't working it is a crapshoot as to whether you can get it fixed or not.

judee said...

I have a very expensive LG refrigerator and it is a great disappointment. Although we have not had any difficulty with its function, the body on the inside of the refrigerator is a nightmare. The main glass shelf is so thin, it broke in my hand when I took it out to clean-they replaced it for a fee but I had glass in my 3rd finger that swelled up and require medical attention multiple times. In addition, the shelves are not cleanable. Any spills get in-between the plastic and cannot be cleaned. My refrigerator looks terrible inside because I cannot clean it and I certainly won't remove the class again. I won't be buying any LG appliance ever after this experience. I wish I knew what was better... I am glad that you are able to get satisfaction.

JudithK said...

Ah. The notorious "mother board" that runs everything, no matter the brand. Hard to get an appliance without one. I have a very basic gas cook stove, but unfortunately, it has a "motherboard," controlling the thermostat, the timer, etc etc etc. Hard to find a basic stove that doesn't want to do your thinking for you. There ought to be a consumer recognition award for your husband's efforts.

Glenda Beall said...

I am like your husband and won't take no for an answer. Recently, after spending many hours on the phone with a company that charged me for products I never received and then on the phone with the credit card people, I wrote and sent a certified letter to the CEO of the bank that sent the credit card bill every month with added interest. I explained in a nice way what was happening to me and asked the CEO if she would get it straightened our for me. I also mentioned I had talked with an attorney. I received a phone call the day my letter was received and in a very shot time my problem was solved. I received another statement showing I did not owe the credit card company or bank anything at all. In today's world where we seldom get to speak to anyone with authority in a large company, we are told lots of things that never happen, but a letter to the top person usually will take care of the issue. This is the second time I have had to do this, but it works.

PerthDailyPhoto said...

I think polite determination can be a winning combination Marie. One month guarantee does definitely not sound long enough, fingers crossed this time all will be well but perhaps you should keep your eyes open on the sales around this time of year ✨

Anvilcloud said...

Sue can be tenacious and polite. I tend to get fed up too easily.

Mage said...

You are married to aa good man. Yes, I really enjoyed yesterdays pictures, but I liked today's story ending better. I leave all the talkiing to G.

Debbie said...

my refrigerator is LG, i have not had any trouble with it and have had it a very long time. i hear all the time "they don't make um' like they use to"!!

i have heard, i have no real knowledge, but have heard that it is very difficult to get appliances since the pandemic started. that if you need a dryer, january is the earliest you can get one!!

i do think it was your husbands persistence that paid off!!!

baili said...

this is good that things ended well dear Marie

our worst experience was Sony tv that we bought after long saving many almost seventeen years back but it lost it's colors suddenly with an immediate electricity shock ,that was shocking to loose t.v within two years only it was very expensive 22 thousand rupees that was one month salary of hubby then
hubby told me that many had same complains as the whole batch had manufacture defect
best wishes for your next stove oven my friend
blessings!