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LG Customer Care Portfolio

Leveraging Artificial Intelligence to create a truly customer-centric service


LG Support is always looking for the next way to provide an exceptional customer experience. We would like to introduce our Portfolio of Customer Care offerings, with a focus on finding the best & fastest way to find and solve any issues that our valued customers may be experiencing.

Leveraging artificial intelligence, machine learning, deep learning, and a continued passion for new technologies, we strive to Predict, Prevent, and Intervene in the issues affecting you most!

LG ProActive Customer Care

Getting Started with ProActive Customer Care

  1. Visit our LG Smart ThinQ WiFi Connect Guide and follow the instructions there.

  2. Once your device is Connected, ProActive Customer Care is enabled by default, and you will begin receiving your monthly status update, and alerts to help prevent issues before they happen!

Looking for more information? Discover LG ProActive Customer Care

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In addition to the convenience of remotely controlling LG smart appliances (including starting and stopping your washer and dryer, telling your refrigerator to make more ice when you’re on the go) via the app or voice commands using Amazon Alexa and/or Google Assistant, LG ProActive Customer Care will:

  • Notify the user of certain operating issues or errors and provide guidance on resolving the issue.

  • Deliver monthly usage reports detailing the previous month’s product performance, notification history, and current operating status of the product. It will even remind the user to perform routine maintenance.

  • Detect issues that could potentially cause increases in energy usage and water consumption and provides corrective guidance to improve efficiency and save the user money.

LG ProActive Customer Care is now available on select 2018 models of Wi-Fi enabled LG washers, dryers and refrigerators with plans for expansion in 2019 to additional smart appliances and models – including previous model years.*

LG TelePresence

Another aspect of LG Future Service designed to enhance customer satisfaction is called LG TelePresence. It’s a dynamic new virtual tool to aid issue diagnosis on LG appliances and home entertainment devices and expedite service.

LG TelePresence enables expert technicians to remotely diagnose product issues via video access on any smartphone. Through the LG TelePresence mobile app, initiated by LG Service Support during a service phone call, LG users can grant customer support agents one-time video access to get a firsthand look at the issue as it is explained to accelerate the diagnosis and repair process. Equipped with the TelePresence tool, LG Customer Service can better diagnose the problem and then either explain to the user how to fix a simple issue and avoid the need for a service visit or dispatch the right service technician and part to repair the device quickly.

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LG Remote One

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Available for LG Smart TVs, LG Remote One can aid in both diagnosing and resolving product setting issues with your LG TV remotely to avoid the hassle of scheduling an at-home service visit. During a service phone call, LG Smart TV owners can grant LG customer service agents one-time, remote access to the TV Menu to check settings and make adjustments as needed. The service, which requires the TV to be connected to the internet, is available on all smart model TVs with WebOS 3.0 or higher.

Other Services


Our AI-powered Chatbot can help solve many customer service inquiries, including finding help articles and videos, setting up a repair, finding a Service Center, and more!

Try LG Chatbot

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Web Buzz Monitoring

We're searching the web to find the issues that are affecting you most! Visiting Social Media and millions of websites, we strive to identify the mass-voice of the customer, so we can deliver solutions as early as possible.

We hear you, and we're ready to help.

*Current eligible ProActive Customer Care models include:

  • Refrigerators (LFXS28566D, LFXS28566M, LFXS28566S, LFXS28968D, LFXS28968S, LFXC22526S, LFXC22596S, LFXS26566M, LFXS26566S, LFXS26596M, LFXS26596S, LFXS26973D, LFXS26973S, LFXS28596D, LFXS28596M, LFXS28596S)

  • Washing Machines (WM9500HKA, WM9000HWA, WM9000HVA, WT7200CV, WT7200CW, WT1901CK, WT1901CW)

  • Dryers (DLEY1901KE, DLEY1901WE, DLGY1902KE, DLGY1902WE)