Last month I wrote about the hassle of proving I was the original and rightful owner of my refrigerator. In the end LG Electronics agreed refrigerators shouldn’t break at 13 months and sent a technician my way on their tab.
He was here last week. I showed him a photo of Stef holding a chunk of ice from under the freezer tray. I pulled out my phone to play the sound the fan sometimes made, but he stopped me.
“I know what it is,” he said.
We needed a totally new assembly for the rear of the freezer compartment. It would have to be ordered.
The photo on the left is what I’m about to throw out. It’s not physically broken. This wasn’t a part gone bad. This was a system poorly designed. This was a ‘soft recall.’
Why did LG make me jump through all those hoops? Were they looking for a way to avoid responsibility? They know problems on my model’s freezer are common.
Why didn’t LG or Lowe’s, where we bought it, reach out to their customers first? There are probably loads of owners who see their 12 month guarantee is up and hope for the best. They end up swallowing LG’s mistake.
Engineering is complex. There will always be design flaws. I understand that part.
The difference between a good company and a bad company is how they handle a situation like this. LG handled it poorly.