LG Complaint - Life's NOT Good - LRE30955ST
I purchased this range on 6/1 and it was delivered on 6/10/08. On 6/28 we experienced a problem. After running for a short time, the range went into "OVEN LOCKDOWN" which locks the oven door (with a turkey breast stuck inside) and disables all the top burners. I called LG explained the problem and even told them that I suspected the circuit board was bad. On 7/2 the repair guy (sub-contracted) showed up without the circuit board, looked at the range and said the circuit board was bad and they'd have to order it and he didn't know how long that would take. On 7/9, having heard nothing, I called LG again and was told that the part would be sent to the repair place and they would contact me in a few days.
I asked why the part couldn't be shipped overnight - after all I had been without the working range for 9 days - and (get this!!!) was told that for "Security reasons since 9/11" they aren't able to send electronic components overnight (hello???? Dell just shipped me an entire computer full of electronic components) After more complaints, they finally admitted that the circuit board isn't being manufactured anymore and they had to "locate" one - this for a $2000 range that was manufactured in Jan 08. I asked to speak with a supervisor - too busy to get on the line but would call back within a half hour. Four hours later I called and the person had gone for the day. I asked for another supervisor who rattled off the same excuses. I finally turned to the LG Website and through "Contact Us" sent an email describing my problem. Within a couple of days, I got a response saying they were still trying to locate the part - and then a follow up saying to disregard the first email and that they would be replacing the range.
All they needed was the purchase receipt which I faxed to the number they gave me. I also sent an email advising that the receipt had been faxed. That was on Friday and when I hadn't heard anything by Monday, I called again. The person I had faxed the info to wasn't in and they couldn't find it so I faxed it again to their team leader who told me it would take a couple of days for the approval to be sent to the Best Buy corporate office and that I would hear from them within a couple more days to arrange for the swap. I said that was unacceptable as I'd already gone 16 days without a working range. I asked for a supervisor who told me the same thing - but after some heated argument was miraculously was able to get the replacement approval, but I'd still have to wait for Best Buy corporate to do their part.
Thankfully, Best Buy cares more about their customers than LG because within a half hour of getting off the phone with LG, a young lady called from Best Buy Corporate with their approval number and all I had to do was contact a local store. The swap occurs tomorrow and I'm just holding my breath and hoping that the new range actually works. I would have gotten some other brand, but I also purchased the matching microwave at the same time and it's already been installed. I'll never, ever buy another LG product.
UPDATE: It's now 7/17 and Best Buy swapped the ranges today. After the delivery guys left, I turned the oven on to test it - set it for timed convection cooking for 3 hours. After 30 minutes, it shut off all by itself. I called the store and will be returning and cancelling the order and buying another brand and hope for the best.