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A new twist on customer service?





I have been in the customer service profession for over 50 years, but never have I

experienced this unique way of taking care of the customer.

In July of 2021 we bought an LG refrigerator from a popular big box store and

enjoyed the advantages of having a new appliance that kept our food at the

proper temperature. In November of 2023 we experienced a loss of that constant

temperature a newer refrigerator usually has. After going through all the scenarios

in the manual to no avail, I called the customer service number for LG.

I did not expect a human directly in today’s world. After being directed to their

website I put in a ticket for service with all the information required. Then I was

directed to a live text chat (still not sure what that is). They spent the first 20

minutes asking me if I tried all the scenarios in the manual. When I replied in the

affirmative, they terminated our session. I called back and had to go through the

whole dance again with some other human? Bot? This time I was told they

needed to schedule a service call for me. Then our session was terminated again.

At this time, my wife came home from her workout, and I asked her to take over.

After 2 hours she got the message, they would schedule a service call in the next

2- 4 days. After 24 hours with no communication from LG, she called a

recommended local appliance repair company, and they actually answered the

phone. The technician said that LG has a big problem with condensers on that

model of refrigerator, leading to a lawsuit. He said he has that condenser in stock,

could be out that day, and it would cost us $700 to fix it. He did recommend that

we stay the course with LG because our parts and labor would be covered under

the warranty. 3 days later a professional service repairman came to our house on

time, looked in the refrigerator at the panel and determined that they did not

have that particular condenser in stock. He could get it ordered from LG, and

hopefully be back to fix it in 2 more days. By the way, it was our first human

contact with anyone in this customer service chain with LG.

My wife checked in and saw the part was ordered and we had faith we were going

to have resolution soon. 24 hours later we had no more information on when we

would receive the part and could call to schedule service. It showed up 48 hours

after they had ordered it. We called the repair company to schedule a repair call,

they gave us a window of 3 hours the next day. We waited anxiously planning

what we would do having this modern convenience in working order. 30 minutes

after the window closed, we called the repair company, and they said it was

another 3 days before they could get out there.

A total of 11 days without a refrigerator that is only 2 years old, never getting a

live person from the greedy manufacturer that created this giant stainless steel

kitchen decoration, and an unempathetic repair company.

When did the customer stop being the focus of the company? Once the funds

clear? We will not be purchasing another LG product and want to spread our

stress-filled story of inconvenience because of that company’s lack of caring about

the people that fund their bottom line.

It really makes the Chewy’s of the world stand out.

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