Tag: LG Corp.

This Was Handled Poorly

The difference between a good company and a bad company is how they handle a situation like mine. This was handled poorly.

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.

IMAG1385He 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.

IMAG1437The 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.

Problem Solving Day. I’m Only One For Three!

Marquis, an Anthem CSR, told me there was a problem with the way my account was set up. He called back and left a number from which he cannot be reached. The recorded voice answered as Blue Cross of Georgia. Well played.

fridgeWe’ve got three accounts that have become pains-in-the-ass (Pain-in-the-asses? I never know). For two the problem stems from our wanting to pay! The other has to do with a refrigerator warranty and a receipt.

I have a moment to write while I await Anthem Blue Cross’s reply to my tweet. That’s what it’s come to. I’m tweeting for insurance help. There must be something in HIPPA that makes me a law breaker by now.

I have been attempting to get an autopay account set up for my insurance plan. The form asks for an account number. There is none on my card. There is none on my bill. The numbers on the card that aren’t called account number don’t work either!

Marquis, an Anthem CSR, told me there was a problem with the way my account was set up. He called back and left a number. The recorded voice answered as Blue Cross of Georgia. None of the options lead to him or his department. Well played.

I tweeted for help and was pointed to help@anthem.com. So far no response. Not even an automated ‘thumb sucker’ note acknowledging my message.

The second call went to my county’s tax collector. I spent thirteen minutes listening to mind numbing music and being reminded my call is very important. Important alone wasn’t enough to truly convey their feelings.

A tax bill I never received has gone past due. Life was so much easier where I could call and say, “Look… see how we’ve never missed a payment in 23 years?”

Now it’s paid plus a penalty. Great.

Finally there’s our refrigerator, a lovely LG. It’s started making noise and the freezer isn’t staying defrosted as it should. We’ve had it 13 months.

LG has agreed to extend the warranty (I sense this is a systemic problem they know about) with proof-of-purchase. In the tumult of moving we lost the receipt from Lowes.

After a dreadful time getting nowhere with the local store, I finally spoke to someone at the home office. The next morning received a receipt (with prices, but no specific items listed) via email.

I have enclosed copies of your purchase records as requested. It is sufficient for warranty and tax purposes.

When I presented it to Rick from LG he typed,

If I submit your case with this document this will be reject by upper management.

More emails will be sent. More calls to come. Why is it so difficult to make things right?

I’m one for three and that’s the one I paid with a penalty!