Customer service gone

[hulahips]

I'm about ready to explode and wonder if it's me? We just bought a new refrigerator from home depot (a LG). When purchasing of course we were talked into the 5 yr warranty to protect ourselves. The sales woman also wrote down the number for Warranty and circled it and said any problems call this and they will take care of you.
OK after 3 weeks a problem develops. I call. After waiting at least 1\2 hr trying to get a "live" person on the phone, Finally one gets on and says I have to call LG not home depot. After another 1\2 hr I get someone on line but I can barely understand her but I hang in there. She had me try this, try that, and I told her, look send someone here. I'm not a refrigerator repair man. She told me if she does and there is no problem, I will be charged. I told her no we have a warranty. Got no where. After another 1\2 hr of trying to figure out why alarm isn't working when door is left open, she said OK Monday I can send someone. Told her not good, important Dr that day, now about another day. She said no can't schedule that now, I have to call back again next week. Told her put supervisor on and got no where with that either. Now I have to spend my time going to store and wait for sales person go complain. This is outrageous. Customer service islong gone. I've had it

[CFrance]

Told you not to buy an LG!!!

[Navy (SSBN 633)]

Lg=ugh

[Jima64]

In my opinion Home depot should be dealing with this defective product the first year. They are so quick to sell you everything but the moon for a commission or to meet sales quotas. Hope this gets settled for you soon. This is also why I buy a very basic appliance that meets my needs.

[hulahips]

It's Not LG. It's the lack of customer service. I find for most every situation today you are Lucky if you get a person on the phone. I don't have 1\2 hrs to spend on the phone waiting for a person. By the time I've spent the time pressing 30-40 numbers I am fit to be tied. I honestly think they want you to give up and hang up therefore they dont have to deal with you

[mtdjed]

Do I understand that the door alarm does not work when the door is open? That is urgent? Can't wait until another day?

Make sure the door is closed. Problem solved until Monday.

[hulahips]

Don't think you understand. Of course not urgent but needs to be checked and it can't be checked if I can't get a person on the phone to assist me. It's just frustrating today when you have to make calls again and again and you can't get a person on phone. Long story but just needed to vent

[Villageswimmer]

Sounds crazy but have you tried unplugging, waiting a few minutes, and plugging back in? Sometimes the computer needs resetting. Worth a try.

[virgind]

I use to repair appliances and never did like LG. GE has always worked good for me. And dont get the fancy ones just more to go wrong and frustrate you. Same with cars dont care for fancy just something that is reliable. Bottom line does it works.

[mtdjed]

Don't think you understand. Of course not urgent but needs to be checked and it can't be checked if I can't get a person on the phone to assist me. It's just frustrating today when you have to make calls again and again and you can't get a person on phone. Long story but just needed to vent

I understand need to vent as I did several months ago on air conditioner outage. But pick your battles, save your blood pressure. Googled LG door alarms and saw following. Read all as there were instructions as to how to shut off and turn on the alarm.

When the power is connected to the refrigerator, the door alarm is initially set ON and the light above the door alarm button will be on. When either the refrigerator or the freezer door is left open for more than 60 seconds, the alarm will ding to let you know the door is open. When you close the door, the door alarm will stop dinging. The door alarm can be disabled. If you want to disable the door alarm function, press the alarm button then the light above the alarm button will turn off.

A previous poster suggested turning off power and restarting. Sounds like there should be an alarm button with a light above. I would see if your literature describes alarm button and light above. If so see if light is on, if not then press button to see if it comes on.

How to Shut Off an LG Fridge Beep

LG refrigerators offer a door alarm that will beep if the refrigerator, or freezer, door is open for an extended period. The alarm will beep every few seconds until the door is properly closed. The alarm is helpful if you are unaware that you did not properly close the door. If you prefer to turn the alarm off, you can do so at any time.


Instructions

1.Locate the control panel on the front of your refrigerator.


2.View the control panel and locate the "Alarm/Lock" button on the far-right side of the control panel.


3.Press the "Alarm/Lock" button on the control panel one time to turn off the door alarm beep.


4.Press the "Alarm/Lock" button a second time to turn the door alarm beep back on.



Read more : How to Shut Off an LG Fridge Beep (4 Steps) | eHow (http://www.ehow.com/how_8348448_shut-off-lg-fridge-beep.html)



That could be the reason the company says that if no defect you may be charged.

[CFrance]

It's Not LG. It's the lack of customer service. I find for most every situation today you are Lucky if you get a person on the phone. I don't have 1\2 hrs to spend on the phone waiting for a person. By the time I've spent the time pressing 30-40 numbers I am fit to be tied. I honestly think they want you to give up and hang up therefore they dont have to deal with you
Actually, setting aside the problems people have with the LG refrigerators themselves, the problem IS LG if it's their customer service you are having trouble with.

If you go to LG web site and click on customer support, they have an online chat person. I've always found these online chat support people faster and easier to deal with than those over the phone. We use them for all our utility and appliance problems. No wait. No hanging on the phone. No problems understanding people. The internet can make your life a lot easier.

[GeoGeo]

I can understand the OP venting. I thought we were the only ones that had issues with customer service. I wish I had a penny for every minute I have spent on the phone on hold waiting or trying to explain to the umpteenth person my problem. I make a special effort to let a company know when one of the employees does a great job. On rare occasion you get that person who will even go above and beyond to help you. My thanks to those good people. And by the way OP, LG is a company I would never buy from again, myself, because of their customer service. Hope the earlier posters suggestion helped you. If not, try Googling your problem.

[CFrance]

I can understand the OP venting. I thought we were the only ones that had issues with customer service. I wish I had a penny for every minute I have spent on the phone on hold waiting or trying to explain to the umpteenth person my problem. I make a special effort to let a company know when one of the employees does a great job. On rare occasion you get that person who will even go above and beyond to help you. My thanks to those good people. And by the way OP, LG is a company I would never buy from again, myself, because of their customer service. Hope the earlier posters suggestion helped you. If not, try Googling your problem.
I was going to suggest googling the problem, but I did it myself first and didn't come up with much. Mostly it was the problem of the door alarm staying on.

Off topic, but I had to disable the LG door alarm in our last house because it scared the devil out of the dog!

[Jaggy]

we had major problem with Samsung and the 3rd repairman... yes, the 3rd, recommended LG... so go figure.. I had to deal with Samsung customer service until I lost my mind,, the nice people at Home Depot found my mind and put me in touch with a Home Depot supervisor in Alabama, who fixed my problem with a new fridge.. so.. bottom line.. you never know.. buying a new appliance is almost like playing the lottery..
sometimes you win but mostly you lose..

[HimandMe]

I'm about ready to explode and wonder if it's me? We just bought a new refrigerator from home depot (a LG). When purchasing of course we were talked into the 5 yr warranty to protect ourselves. The sales woman also wrote down the number for Warranty and circled it and said any problems call this and they will take care of you.
OK after 3 weeks a problem develops. I call. After waiting at least 1\2 hr trying to get a "live" person on the phone, Finally one gets on and says I have to call LG not home depot. After another 1\2 hr I get someone on line but I can barely understand her but I hang in there. She had me try this, try that, and I told her, look send someone here. I'm not a refrigerator repair man. She told me if she does and there is no problem, I will be charged. I told her no we have a warranty. Got no where. After another 1\2 hr of trying to figure out why alarm isn't working when door is left open, she said OK Monday I can send someone. Told her not good, important Dr that day, now about another day. She said no can't schedule that now, I have to call back again next week. Told her put supervisor on and got no where with that either. Now I have to spend my time going to store and wait for sales person go complain. This is outrageous. Customer service islong gone. I've had it

I agree

[rubicon]

We replaced all our kitchen appliances (Samsung). We visited several places not only for product, pricing but for service. The last place I would buy an appliance is Home Depot because beside the issue the OP had, their installation practices/rules are not conducive to a good experience.

We settled on Best Buy because the sales guy was very engaged, their installation practices are excellent. The installers, one who lives in the villages, were outstanding and did a picture perfect job. We went back about two months after our installation and the sales guy remembered us and spent time in answering any questions/comments we had with our new products.

At one time top of the line GE was good but not any longer. We did relocate our GE stainless steel refrigerator to the garage. Beside it being noisier than Samsung the ice maker wasn't the best and we do not make ice in the garage.

Our dishwasher is so quiet I find myself checking to see if it is running.

Overall customer service in this country has gone to pot (maybe its because of pot :D) with so much offshore customer units, voicemail and general loss of interest by management to care for customers. So when you do find someone who is good make them your best friend because s/he is a keeper.

[outlaw]

I'm about ready to explode and wonder if it's me? We just bought a new refrigerator from home depot (a LG). When purchasing of course we were talked into the 5 yr warranty to protect ourselves. The sales woman also wrote down the number for Warranty and circled it and said any problems call this and they will take care of you.
OK after 3 weeks a problem develops. I call. After waiting at least 1\2 hr trying to get a "live" person on the phone, Finally one gets on and says I have to call LG not home depot. After another 1\2 hr I get someone on line but I can barely understand her but I hang in there. She had me try this, try that, and I told her, look send someone here. I'm not a refrigerator repair man. She told me if she does and there is no problem, I will be charged. I told her no we have a warranty. Got no where. After another 1\2 hr of trying to figure out why alarm isn't working when door is left open, she said OK Monday I can send someone. Told her not good, important Dr that day, now about another day. She said no can't schedule that now, I have to call back again next week. Told her put supervisor on and got no where with that either. Now I have to spend my time going to store and wait for sales person go complain. This is outrageous. Customer service islong gone. I've had it

It seems reasonable to me that if you insist that a repairman come to your residence, and there is nothing wrong with the frig other than operator error, that this would not be covered under warranty.

[tcxr750]

My impression based on experience with other companies is that the call center is overseas. The staff uses a flip chart to assist because they don't know the product. They speak english , but don't understand it. Most owners manuals that come with a product have a trouble shooting guide that sometimes helps. Extended warranties are profitable. An internet search is usually helpful because someone else may have encountered the same problem.

[Jima64]

I can understand the OP venting. I thought we were the only ones that had issues with customer service. I wish I had a penny for every minute I have spent on the phone on hold waiting or trying to explain to the umpteenth person my problem. I make a special effort to let a company know when one of the employees does a great job. On rare occasion you get that person who will even go above and beyond to help you. My thanks to those good people. And by the way OP, LG is a company I would never buy from again, myself, because of their customer service. Hope the earlier posters suggestion helped you. If not, try Googling your problem.

Most call centers are oferseas and they do send the people theough functional english classes. Of course the accent can get in the way. Funny how they have such Americanized first names. My wife was a cs for a major bank and another time with aol and they were required to follow the scripts or get in trouble. I do like my LG phone. Best 5.00 I ever spent.