LG Electronics Informative - Don't Buy LG Bad Product Bad Service Bad Attitude
ARIZONA -- This is a really long article and I apologize for the length but this has been an unbelievable experience and the American People are being milked of their hard earned money and then being insulted for it! Please make sure you read all the pages! I am really tired of getting robbed and then pushed into a corner and ignored!
I purchased the LG Tromm Wild Cherry Front Load Washer and Dryer in March 2007 it is now August 2007. I paid $2,994.12 when all was totaled up with the two drawers, cords, vent, dryer, taxes and delivery!
I too have a mold smell in the washer. I don’t care how pretty this set is or how many bells and whistles it has, when your clothes smell like mold all the positive goes out the window!
I called LG service informing them I had done all the proper maintenance per the manual and I suspect the smell is coming from under the rubber gasket closest to the tub. There is water and debris under the gasket and that my fingers were not small enough or strong enough to clean under the seal.
I was told the following by LG's service department, use a butter knife to clean and dry under the gasket, I refused stating that I saw nothing in the manual suggesting this should be done especially with a butter knife. Fearing this would void my warranty I refused stating if the manufacturer wanted me to do this they should have provided a tool with instructions. He then suggested I have one of my kids come over and clean my washer for me once a week! I told him again that I had cleaned my washer per the manual’s instructions and I feel the rubber gasket is defective due to the stagnate water underneath the seal. He told me to use 1 cup of bleach to 1 gallon of water and clean the seals. I again told him I saw nothing in the manual about doing this. He said they would send a technician out to replace the seal. I told them I did not think this would correct the problem, unless the seal is redesigned the problem will reoccur.
I had to wait one week for the service appointment. The night before the appointment the technician calls me at 8:30 in the evening and tells me I need to go to Home Depot and purchase some ZEP, he is not replacing the seal, I am using too much soap and he is going to clean the residue out of the machine using the ZEP (this product is for the removal of MOLD & MILDEW).
The following day the technician comes he tells me that the owner’s manual was written by Koreans and it was not properly interpreted regarding the measurement of the soaps and fabric softeners that I should only use 1 ounce. The technician gave me a little cup for soap and told me not to fill it above this line. I told the technician I have used the HE detergents per the owner’s manual, I have measured the HE soap and fabric softener according to the manual, I have cleaned the filters per the owner’s manual, I have dried the seals per the owner’s manual, I have left the door open per the owner’s manual and the main drain hose is installed per the owner’s manual. When I asked him why the instructions were not corrected or the customers notified he informed me that it was suggested to the Koreans and because it was not their idea they would not do it, anything they do has to be their idea. He also went on to inform me that the boss in Korea thinks Americans are stupid and lazy. I asked the technician where the company was located in North or South Korea. He said in South Korea. That the corporate office was close to North Korea but the manufacturing plant was in the Southern part of Korea. This did not leave me with a real warm and fuzzy feeling especially after my son just spent a year of his life protecting them from the North Koreans!
The technician then used ZEP for the removal of MOLD & MILDEW to clean my washing machine (this is not in the manual either!). He requested a large towel to blot the soap that was in the bottom of the washer after he ran the cycle telling me that the washer does not remove all the soap after a cycle! Yikes no wonder my clothes are all smelly! Well, he assured me this would solve the problem and my worries would be over if I remembered not to use too much soap. I took the little cup he gave me and using the manufactures recommendation on the bottle poured the amount into the cap, I then transferred it into the cup he gave me and to his dismay it was the same amount using Wisk Tide was just a little more. He put in a load of towels, put in the soap himself, started the machine and reassured me this would work before he headed out the door.
Forty minutes later I have a finished load that still smells like mold!
I called the LG service department after going online and printing out pages of comments about mold and the LG frontload washer! I told them I wanted them to pick up the appliances and refund my money as I would have to purchase a new washer and dryer. Well, they told me they would have to escalate the call and it would take 4-6 weeks until I heard from someone. They told me that they do not do refunds. They told me they would give me a $15 a week allowance to go to the laundry mat! HA! I hope the North Korean’s have a good aim! I am done with LG, their products, their service and their unprofessionalism.