Complaint / review text:
My LG washing machine broke down after 13 months use. Had a 2yr guarantee, tried to call the services centre usine number given on back of manuel, eventually got through after 2 days to be told they hadn't dealt with LG for 4 yrs! Eventually got through to service centre Fri 7/04/06, company called ServiceLine, arranged for someone to call out Tues 11/04, took day off work they never showed up. After much to do the service call centre arranged for someone to call out at 8am the following morning, he left at 8.45am saying I needed a part & if it was in stock he would get someone to drop it in tomorrow, but instead of ordering it there and then he waited until the end of the day.
Following day they were unable to come out, serviceline unhelpful, no one senior to talk to, manager was 'out', argued that it was there mistake and they should put themselves out ie courior the part across but no they don't do that. I tried to explain the meaning of customer service to no avail. Would only promise for the following Tuesday 18/04. Rang LG who were sympathetic but could only advise I wrote in with a complaint, again explained customer service and that they were Service Lines customers but again it idn't sink in, again refused to put me through to a senior person.
No washing machine over Easter but at least an engineer was coming on Tuesday. Another day off work but when I rang to confirm a time they hadn't had the part in, the delivery hadn't arrived. Couldn't confirm a day at all. Rang LG and after much complaining the call centre person spoke to Serviceline and told me to ring in 20mins when they would give me a time fo today when the engineer would be out. Two phone calls later the Service Centre call centre staff laugh down the phone when I suggest the engineer coming out today. Ring LG and my call is esculated to Jason in the escalation team. Who rang Serlines esculation team and I was promised a phone call from the engineer to let me know when they would be coming out. No phone call came even though I chased it again with Jason. It is now 17.37 and I have no idea when my machine will be fixed.