Skip to Contents

GSL545NSQV
GSL545NSQV
GSL545NSQV
GSL545NSQV
GSL545NSQV
GSL545NSQV

In Line With Your Design

A+ Energy Rated American Style Premium Steel Fridge Freezer, (Gross Capacity 601 Litres)

GSL545NSQV

  • LINEAR COMPRESSOR
  • 10 YEAR WARRANTY ON THE LINEAR COMPRESSOR
  • WATER & ICE DISPENSER
  • LARGE CAPACITY

Enlarge

 

GSL545NSQV 2 5 1 1
Decent product; appalling customer support I bought LG because I thought the quality was good. The product is good quality. I had a problem within 2 months. This in itself wasn't necessarily an issue but I have been badly let down by LG customer support. I would never buy another LG product. Here is a copy of an email I sent to LG's UK head; draw your own conclusions... Dear Mr Young, I am emailing you in the hope that you can get an issue resolved for me as your customer service seem unable to organise this. It is the relatively trivial task of collecting a Freezer door that was replaced under warranty. Let me give you the history: I purchased an LG American style fridge freezer on 14th May this year (2014). After a few weeks, the water dispenser started leaking. I phoned LG customer services who said LG's subcontractor would call to arrange a time to come and fix. So far, so good. The subcontractor did call and a date for repair was arranged. The engineer visited and agreed there was a genuine problem but said a new freezer door would be required. He said he had arranged for a new door to be delivered. he said that when the door arrived, I was to inspect it and give LG a call to arrange for an engineer to come out and fit the door. I asked when the door would be likely to arrive or if I would be given a warning so that someone would be in. 'Helpfully' he stated that he didn't know. I thought the advice to inspect the door was ludicrous; for one thing the door is a large object that unpacked hanging around in my house was not practical and that if there was damage who was to say it wasn't me that caused it? In any event, two days later I got a voicemail and text from an engineer (unnamed) which said that an engineer would be round to carry out the repair a week later (on the Thursday). I assumed (reasonably in my view) that it had been decided that the door would come with the engineer. The next Thursday came- no engineer. I had re-arranegd my time to ensure I was in. I called LG the following day and was told there had been a mix up and the door needed to be ordered; clearly the door had not yet been ordered. I was assured that I would be told when the door was due to be delivered. So we were back to plan A. The following Wednesday, I got a call from LG asking me to answer a satisfaction survey on the repair (which, of course, had not happened yet!). I re-iterated that what I wanted was an answer as to when the new door would arrive. I got a phone call back that evening from LG and the representative said he would chase it up the following day and I would get a call back. I got a call bask on the following Sunday. The representative said that there were no doors in the supply chain so no fix date could be forecast. He asked if I would like the issue to be escalated. I said yes. I got a call the next day (Monday) on which the rep re-iterated that the door was on a long lead time as it needed to be manufactured but offered an 'uplift'. In English this meant I could have a replacement Fridge/Freezer or my money back. This seemed eminently sensible until I was told that I would be given a code which I was to give to the retailer who would then give me a replacement unit to the value I had spent or a refund. I asked what would happen if the price had gone up; the rep didn't know. I asked what would happen about collection of the old unit- the rep said the retailer would do this. I asked if that would entail a charge; the rep said possibly. So now I was in the ludicrous situation whereby I would have been out of pocket to get a £1000 product less than 2.5 months old working satisfactorily! I had assumed a replacement would be sorted out by LG tyo and the old unit taken away by same. I told the rep not to stop the order for the door (which as you will recall was on a very long lead time) and I would consider what to do after calling the retailer. The following day, out of the blue with no warning, a replacement door arrived! This was the door which was not in the supply chain and needed to be manufactured! I accepted the door and phoned LG for a repair slot to fix the door. LG's subcontractor called later that day and the repair was schedule for Thursday (2 days later). On Thursday, the repair man arrived (same person as the first visit); reprimanded me for not opening the packaging and checking the door and proceeded (with my help) to unpack the door. After much huffing and puffing, he needed my help to fit the new door! This was clearly a 2 man job and only one had been sent. When he had finished, he went to leave and I asked him about taking away the old door. He said he couldn't take it as his van was too small and suggested we phone LG. I did this immediately and was told that it would be collected the following Thursday (one week away). I felt this was unreasonable as a freezer door is a large object which takes up a lot of space. I was told nothing else could be done at which point my wife took over and complained. She asked to speak to someone senior and was told they would call back within 24 hours; she was told this callback would mean the Thursday collection date would have to be cancelled! My wife insisted that the Thursday collection date stand in case nothing earlier could be arranged and still insisted on the callback. This was agreed to. At one point in the call, the rep suggested we take the door to the local dump! A clearly ridiculous suggestion- if the engineer couldn't get it in his van, how could we get it to the dump!? No call back was received....and the following Thursday no collection took place. I phoned again the following Tuesday and was told that a collection would happen two days later on the Thursday (4/9/2014). Mid- morning of the 9th, I phoned LG and Sean the rep admitted that the Thursday had not been confirmed. I was not happy....If it had not been confirmed, why was I not given a courtesy call to give me another date (and an apology)? I asked to speak to someone senior. I was told that a senior customer care agent would ring me back. In the afternoon, Chris called me back. I told him the complete sorry tale of trying to deal with LG customer services. He was sympathetic, agreed it wasn't good enough and said he thought I had been very restrained considering the issues I had faced. He said the person dealing with collections was away- I don't consider this a valid excuse. He offered me an extra 6 months warranty- I feel this is a fairly woeful compensation frankly for the hassle and having wasted 3 Thursdays waiting for either a repair or two failed collections. Chris said he would phone me today with a solid date for picking up the door. He asked me what days were convenient and I stated that actually the door would be put outside the front door from today because I have building work going on and there is nowhere else to put it. He said as long as it was in a dry place that was ok. Patiently, I explained that there was no dry place to put it so it was going to have to go outside. He agreed that I had a point. By 3pm today I hadn't heard back so I called LG and asked to speak to Chris. I spoke to a female rep who put me on hold, then came back and said Chris had no update so there was no point in speaking to him. Her attitude was extremely poor for a customer services rep and took no consideration of the trouble I have had. I asked her to get Chris to call me before the end of the day. She said there was no point as he had nothing to say. I wanted to speak with him to understand why head office (for whom he was waiting for an answer) was so slow and when I could expect an update. I don't think that's unreasonable for a CUSTOMER who has been waiting for over two weeks to have a fairly large object collected as the result of a warranty repair for a product 3 months old with a value of £1000. She then bluntly stated: "Chris will NOT call you. He is very busy". At which point I hung up in order to preserve my blood pressure. So I still have YOUR freezer door and no prospect of it being collected. I am dealing with a 'customer service' team who depending on who you speak to are incompetent, downright rude or incapable of getting the faceless LG head office people to take action. If this freezer door is not collected within a reasonable time; I will be sorely tempted to arrange for a scrap merchant to come and collect it and send LG the bill. I implore you to get this sorted out for me; a customer who has spent £1000 on one of your products. Afterwards, I respectfully suggest you get your customer service and repair organisation and systems sorted out because they are badly letting down your company. 05 September 2014
1-1 of 1

Recently Viewed

close
GSL545NSQV

GSL545NSQV

top