I gave a one Star, because I could not give a “0” Star. LG has a slick customer service system, complete with a number of screens and bypass sub-companies that pretend to provide customer service. I had warranty problems with a LG Washer bought in 2016 leaking within a few months of purchase. I called for service a couple of times and each time, their warranty/customer service wanted to fix over the phone. I followed all the superficial steps and then continued to have leaks. I asked the contacts in warranty/customer service if they were capturing all the calls in their CRM systems and was assured they did. I was concerned, and after 6 months of leaks, I decided I better buy the Premier Extended Warranty Plan in Jan 2017. What a waste of money both for the Washing Machine, the Warranty, and a whole lot of my time over the phone talking to service non-support people who promised help. Each time service rep came to my home, they said they could not find leak. I had photos and videos, not only of LG Washer leak, but also cabinet damage from Leak. BUT everyone from service reps who came to my house and all internal people refused to review my photos. When internal support finally promised to escalate to next level support, I thought problems would be solved. They have a couple of intermediary support companies contracted to take care of the so-called warranty and customer support. The original internal support people said they were told to stop the escalation-NO reason; just STOP. WHY? Bottom line, after one and half years and numerous calls, emails, wasted time for someone just to pick up phone calls to assist, damage to my cabinet, lack of use for my LG Washer since leaked, I gave up. I had to dump my LG Washer AND dump my LG dryer since they matched when I purchased them. Crazy, but three months after I dumped the washer, I received a SURVEY asking for feedback on my Presidential Escalation Specialist contact. After I started survey, the next slide said, “have you been contacted by Presidential Escalation Survey?”, I entered “NO” and then the survey abruptly ended! Two weeks later I received another one of these SHAM SURVEYs, and same thing happened. As soon as I entered my 1st response again, NO” I have not contacted, SURVEY ENDED!! Give me a break. I have contacted BBB and completed all required details, and current response was LG disagrees with your complaint. I will continue and am starting a grass roots initiative to get others involved. DO NOT BUY LG AND DEFINITELY DO NOT BUY ANY EXTENDED WARRANTY!!!!
