Diagnosed as issue with our stove. At no point we were told it would be difficult to get the part. It took 3 tries before the correct part was sent. Repair was completed on the stove finally however it took more than 5 weeks to fix. Fast appliance took no responsibility for the incorrect part and kept blaming LG. At the end of the day, the stove was finally fixed(so far) however when it came to completing the transaction and paying for it, they were very uncooperative at negotiating the price. I was more than happy to pay for the price of the part, they already had the initial 90.00 for the service call but I did not want to pay a penny more. Very poor customer service.
- Approximate cost of services:
- $325.00
- Company Response
Hello Carol, The repair took 3.5 weeks. When we ordered the first part from LG the part came with wrong connections and we reordered a part. 2nd part came with right connections but the wrong size. We contacted LG technical support to complain that they had a wrong part number on their diagram and I needed a solution for an unhappy customer, they told us to open a claim and if they approved it the customer would get a new stove ( even if the stove was not under warranty). After 5 days LG asked us to come again to your place and take pictures of this part (to be sure that the problem was with their diagram). We received " rejection " from LG regarding this case because they found a right part with right connections and they would ship that part on Monday. Finally when we received the part we booked you in the next day. When it comes the time to order parts for LG appliances, we always rely on LG's diagrams. There is no guarantee that the part is not defective. You have to understand that LG played a big part in this. We have no control over the parts they are sending to us. Our responsibilities were to do the right diagnostic and install a part that will make the appliance work. Our company does not produce parts, they come from the manufacturer. Nobody knew that it could take 3.5 weeks to get your stove fixed. All our appointments were on Friday and the part order could be proceeded only on Monday. We lost half of the time on weekends because LG does not ship products on weekends. Regarding the $90 for the service fee, nobody asked us to refund that money, so I am not sure what you are talking about. You were fully aware of the price of the repair and you said that you needed it to be fixed. After we installed the right part you decided that you would not pay us for the service because it took a while to fix it and asked our technician to go away from your place without any payment. You called us right after the technician left your place and asked for a compensation because you had been waiting for a long time for the part, you wanted to pay only for the part and take the labour cost off. I did my best and gave you some compensation but it did not satisfy you. I even told you that if you did not want that part, we could take it off and return you ALL your money back. We provided you with solutions, we went to your place about 4 times with no additional charge , it shows our diligence and desire to help. The appliance is fixed and working now and it has 4 month warranty on parts and labour. Sorry for waiting that long time for a right part, I totally understand you. However, we did our best to make you satisfied.