Washing machine a washout
I AM mailing you regarding my experience with the poor product, client service and after-sales backup with LG.
I purchased an LG washing machine in mid-2016 from Makro, which carries a 10-year warranty on the direct drive.
On April 20 this year, the machine gave us a fault error. Due to the lockdown, my only recourse was to contact LG on their WhatsApp line. I had managed to get a private technician to investigate: his diagnosis was the direct drive was faulty, and because it was still under warranty, I should contact LG. LG replied that they were still awaiting permits for essential services.
On May 1, I messaged again, and only got an automated reply. Same on the 4th, 5th and 6th. Only on the 6th did they actually reply. By this time I had arranged with their repair representatives in Westmead, IRS Tronics, to send our their technician.
They reported back that over and above the direct drive, I need to replace the drain clutch, rotor and stator. I also had to pay for labour despite the direct drive being under warranty. Labour was not covered, which is the first time I was made aware of this.
I gave them the okay and paid for the labour plus the two parts which was R750 plus R598.32. The part was ordered, and the technician sent out to repair. I was then informed that the gearbox was also faulty which I have to pay: R1 818.95. In effect, every moving part on the machine now suddenly needed replacing! Had I been informed at the start, I would not have agreed to this, as it was now better to purchase a new machine.
I gave them the go-ahead and paid for this. The part arrived and was now the incorrect size, they had to order a correct one from Dubai. On May 13 I emailed LG customer service to voice my dissatisfaction with what had happened. My previous Speedqueen machines lasted us over 25 years without issues, here this LG machine packed up in four.
LG contacted me and agreed to refund me for all the parts and labour paid for, and still repair the machine as a goodwill gesture. I now had to wait for the part. LG’s representative, Olivia, stopped replying to my follow-ups, and has never replied to any emails subsequently.
The part finally arrived on June 24. I was then contacted by Genevieve from IRS, who said I had to pay for the drain clutch, rotor and stator again. When I pointed out that this was covered as per LG, she had no knowledge of it. It also meant that these original parts were removed without my knowledge.
On June 26, the machine was finally repaired, and tested by the technician. This was a Friday. On Monday the 29, we found that the drum did not spin, causing the machine to show an error. I contacted all parties, IRS now said that they needed to collect the unit and take it to their workshop for inspection. We were then informed that the gearbox was faulty! So this would be the third gearbox to fit!
The saga continued and now I await for the 3rd gearbox part to arrive.
Ouma Ramaru, the Consumer Goods and Services Ombudsman, responds: The machine is now under the manufacturer’s warranty, so out of the Consumer Protection Act’s warranty.
The brand needs to live to its promise and repair the machine within that 10-year warranty they gave to the client. In my view it was wrong of the brand to make the clients pay for parts of the machine that are still under warranty.