LG exceeded my consumer expectations

illogicalerror on 19/09/2022 - 12:13

So I bought a microwave for $300 3 years ago. It doesn't do anything but heat up leftovers from time to time. Then suddenly it just stops heating. Light comes on, dish spins round, nothing happens.

I call the supplier (Appliances Online) and they tell me there's a 2 year warranty on that and to call LG.

I call LG and tell them about my microwave, they ask a few questions, have I got the original invoice etc… then they tell me that they will get in contact with Appliances Online and get them to send me a new one. 20 minutes later Appliances Online calls me and asks which date would be convenient to deliver my new microwave, and if I'd be interested in upgrading. No, no, just another one the same thanks.

And a few days later they dropped off my new microwave and picked up the broken one. :)

There's just so many stories of poor outcomes and sheddy service on here I thought I'd share that. There's some companies out there doing it right.

Electrical & Electronics LG

Related Stores

LG Australia
LG Australia
Appliances Online
Appliances Online

Comments

  • pharkurnell on 19/09/2022 - 12:20
    +3

    Good to hear a good outcome…

    queue the 1290428309842309 bad outcomes now…

    • Pigey on 19/09/2022 - 12:24
      +3

      Will never buy LG again after boot loops…

      • bazingaa on 19/09/2022 - 12:28
        +1

        hehe, good old Pixels

      • Benno007 on 25/09/2022 - 08:57

        Same, but mine was an LG flip phone back in 2006 lol

  • jeeg on 19/09/2022 - 12:33
    +2

    wow. That's good customer service considering that it is already out of warranty.

  • sharkyoz on 19/09/2022 - 12:35
    +1

    nice to hear, sometimes you get lucky

  • barge-in hunter on 19/09/2022 - 12:42

    This is a good news story - that lg didn't push back.

    Flip side, the company was only following the law. $300 is definitely on the pricier side for a microwave so most people would consider 3 year life span as below expectations

    • Jimothy Wongingtons on 19/09/2022 - 12:54
      +4

      they still could have kicked up a stink about it instead made it super painless for op, good on them i guess

    • [Deactivated] on 19/09/2022 - 13:56
      +2

      $300 is definitely on the pricier side for a microwave

      I suspect it's been a while since you purchased a microwave oven. Our last one was close to $1K and was in the "mid-range" price category.

      For $200-$300 it's going to be a fairly basic LG, Sharp, Samsung, Whirlpool, Russell Hobbs etc

      • barge-in hunter on 19/09/2022 - 14:08
        +1

        Fair call OzDJ - it has been a while. My last one was $129 at ALDI 4 years ago.

        Before posting, I did simply google microwave and the shopping carousel that came up showed 90% under $250… Damned personalistion

        • [Deactivated] on 19/09/2022 - 14:35
          +1

          I just visited SMH and, based on what we've been discussing here this afternoon, the ads at the top of the page are for microwaves 🤣

        • illogicalerror on 20/09/2022 - 08:09
          +1

          Many of those more expensive microwaves are a hell of a lot more than just beep and nuke em devices tho. All sorts of features and cross purposing.

          My microwave before this one cost me $60 at Target. Went for 10 years before I decided it looked a bit tatty and gave it away and bought a new one. Was pretty happy with that.

  • freefall101 on 19/09/2022 - 13:49

    I had an Epson projector a few years ago, lamp blew. It was well out of warranty but the lamp in it hadn't done anywhere near the rated amount of hours.

    Called them up, told them the problem, they shipped me a new one. It was great service.

    That said, it might be out of warranty but it's unreasonable that a $300 microwave that's lightly used just stops working after 3 years, or a projector lamp to go bust with 1/5th of the rated hours on it. The ACCC make a big deal out of what's a reasonable expectation for a product, for LG it'd be a lot cheaper/easier than trying to fight those situations to just hand over a new one.

  • jason101 on 19/09/2022 - 14:52
    +1

    I bought a LG 75" TV, 2 months later all of the numbers on the remote control wore off (not one or two, ALL text on all buttons), this was with less than usual use (as we have a multi function remote for most common functions), LG told me sorry - "wear and tear", not covered under warranty. I had to cause a serious fuss/angry calls etc to get a $30 remote replaced….Seriously burnt my confidence in LG warranty.

    • 76F on 19/09/2022 - 15:58

      I emailed LG and they replaced the faded remote for my 65" OLED TV. Have had it for just after 2 years.

      Even though your LG TV is out of manufacturer's warranty already, we have filed a free of charge replacement for the remote control as a good will gesture from LG Electronics

  • franco cozzo on 19/09/2022 - 15:20

    opposite of my experience…they wouldnt honour my genuine warranty claim and instead tried to state ebay were responsible as i bought the tv new from there via a major retailer

    • JimB on 19/09/2022 - 16:11

      The major retailer should have given you a separate invoice even if you purchased via eBay

      Appliance Online, TGG, Officeworks etc. provides separate invoices.

      • franco cozzo on 19/09/2022 - 16:55

        i had all my invoices….lg just didnt want to foot the bill for the repair so passed the buck. never again..

  • Brian McGee on 19/09/2022 - 15:28

    I had to mention the consumer guarantees before they honored the 10 year inverter warranty (parts and labour) rather than their sneaky exclusion after unboxing.
    I also had to drop it in for repairs, jealous of the door2door service.

  • bmxr on 19/09/2022 - 16:19
    +1

    Also had a good experience with LG.

    Bought a $900 4K monitor when they were new tech.

    About 3 years later started developing purple/red blooming around the corners. Outside of warranty period, called them up/sent some photos, dropped it at an approved service centre. They gave me a brand new one no questions asked, all I had to do was drop it off and pick up the new one. About 3 years later, again it's starting to develop the same issues, but 6 years out of a $900 monitor is acceptable to me.

  • solidussnake on 20/09/2022 - 05:29

    It's actually illegal under ACL for retailers to fob you off to the manufacturer since they actually sold it to you, but great news about LG

    • illogicalerror on 20/09/2022 - 08:11

      If there's no warranty left it's a great place to send you for device repair.

      • tonyjzx on 20/09/2022 - 19:32

        i dont think really appliances online had any other choice… its out of the 2yr warranty

        knowing their rep i mean them fobbing you off is about the best you can hope for from that mob

        other retailers are infamous for fobbing you off while its still under warranty!

  • Danstar on 20/09/2022 - 06:13

    Similar experience with my Split system (still in warranty)

    Contacted them online about a minor issue with the mouth of the AC getting stuck as it goes up and down; they told me who to contact, someone came a couple days later, fixed the issue.

  • SuperDeluxe7 on 20/09/2022 - 14:45

    Had same problem with mine (not heating) - was due to issue with magnetron with is covered by 10 year warranty, and apparently a semi common issue with LG's. I had to drop into one of their authorised inspection/repair centres (which are in really inconvenient locations on far outskirts of Brisbane) and stump up for the $88 inspection cost. Parts were covered though. Probably wasn't worth the effort/time to get it repaired tbh.

    • illogicalerror on 21/09/2022 - 11:28

      Should have told them to stick their inspection fee in their slots mate.

      But yeah, I think it's just that I live in such a remote area that they would have had me returning it for repair if it made sense as well.

  • Tleaves on 08/10/2022 - 10:58

    Sounds like their service is not normalized yet in australia. In korea, LG is one of the top two white appliance companies as Samsung. Hope LG gets better here in au too.

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