LOL! Okay.
Well, LG is one messed up, very compartmentalized organization. The very first man I spoke with in “customer service” told me that they’d file a claim, and I have a new fridge in week. That was around the 3rd week of June. From that point, I’ve dealt with no less than 10 people. Yep. 10. The point where the tide finally turned was when I found the email address for the President of LG posted on a consumer advocacy website, and shot off a politely scathing email regarding the astounding lack of consistency and actual customer-focused service. From that point, I started dealing with a pretty competent lady who was able to get a new claim filed, and helped me figure out how to fast track the process. The person I’m dealing with via texting from LG went so far as to contact my dealer, get the right information, and is sending me the tags I need to place on the fridge and photograph it to assure legitimacy. I am currently waiting for those RA tags. The refund isn’t even close to what I had calculated from my invoice. So, not to be an a-hole, but I requested LG send me a copy of the invoice THEY are working from, so I can rectify the refund discrepancy. What’s good for the goose is good for the gander.
IN THE MEANTIME…this is where it gets weird… I got a call yesterday afternoon from some other guy in the “LG back office”, informing me that I need to send in yet ANOTHER proof of purchase. (WTF, I know.) I explained that the claim had been re-filed by the presidential liason, with a new case number. I explained that the invoice was already sent in and was in my file already. He said nope I need to send in another one. I ask for the case number he had. This is an altogether different number from any of the other numbers I’ve had since June 8. Now, this could be related to the filing of the food spoilage claim which was around $300. But, another LG rep had offered me another $250 for “my troubles”. IDK. This company is so messed up.
What I struggle with the most is comprehending how a company the size of LG, with vast resources at their fingertips, can be so inept when handling a simple claim. The number of people and departments I’ve had to deal with mind boggling. Ponder this: Their service department has no records of my serviceman - an LG serviceman - ordering parts, and making a total of 6 visits to my house in 2.5 years. Nothing. The packages the parts arrived were sent via UPS from LG. How do they not have records?? They sent the parts!!!
Customer service has no records of anything. How are these departments not able communicate with one another? Certainly LG has an IT dept that can enable communication between depts. This is not a Covid related issue. This is a poorly run company. Period.
There are companies much smaller than LG with only a fraction of the resources available to them as opposed what LG has - that provide better problem solving and customer service help throughout this whole virus episode. The ONLY thing that makes one iota of sense is that LG is doing this on purpose, in hopes that customers will just give up their claim to a refund. Assinine? Yes. Conceivable? Yes. Probable? I hope not, but it is possible.
And ya wanna know the first time they offered even a hint of finding an alternate cooling unit for me? July 30. The fridge died on June 8. Figure that one out. It took 52 days for LG to get their repair team to contact me, and see if I needed an emergency refrigeration unit. 52 days. How that company is still in business exceeds my mind’s ability to comprehend.
So I am waiting for tags to arrive in the snail mail, which I need to place on the fridge by the serial number and model number, then photograph and send in. This prevents fraud, I suppose. From there, they send me a check. Whew.