Complain about a product or service

LG Dryers

Ruben of Pembroke Pines, FL November 12, 2009

Bought an LG Dryer three years ago at best buy. The motor just went out last week. Spoke to one rep last week who said the motor should be covered for at least five to eight years. Would not give a name called back today and spoke to a rep, who basiclly said after one year thats it, no warranty unless you buy the extended warranty. I would like to get a REAl straight answer. I would not expect such a highly rated product to have a major failure so quickly.,

george of flagstaff, AZ November 9, 2009

I paid a fortune for theses pieces of ---- vibrates all over the floor and after coming out of LG dryer feels like sandpaper shold have kept my old energy unefecient top loader

Leighton of Gwynn Oak, MD October 7, 2009

LG Dryer Stainless Steel Tub Cracked along the seam and rollers failed in only 4 years on this very expensive dryer. LG refussed to even supply the parts free after the repair facility asked them too. So we must make exspensive repair or trash unit.

We will never buy LG anything again and will tell everyone we can about their crappy products and the fact that they dont back them even when it is an ovious manufacturer defect!

Helene of Iowa City, IA October 2, 2009

Purchase LG HE Dryer from Best Buy. One year and 2 months later, the dryer will not dry. Called LG Customer Service. They offered the names of 2 repair centers 1/2 hour away, neother of which will servie our area. No one locally services the dryer and it is out of warranty ( 1 yr warranty on a 1200 dryer???-shameful) We cannot find anyone to fix it. DO NOT BUY LG PRODUCTS!!!

Billie of Huntersville, NC September 23, 2009

MY LG dry does not dry clothes in a timely fashion. I takes 2-21/2 hours to dry a routine load. The service technician from the Geek Squad (Best Buy) gave me a lot of bull and not solutions to my problem

Weiling of Brooklyn, NY April 2, 2009

I have a LG dryer DLG2526W and I have not been able to use it for a month because the product uses 3/8? N.P.T. gas CONNECTOR to connect dryer to gas line. Most stores do not carry the 3/8 N.P.T. gas CONNECTOR, they all carry 3/8? universal gas CONNECTOR which has a different thread.

I called LG, but they don't know anything about gas connectors and this product, they transferred me to their parts distributor who had a complete lack of knowledge of their product which makes them useless, and frustrating. I spoke with multiple people, and each time was told I needed a different part, the cost range of all these parts varied from 6 to 107, and all I kept saying was that I simply needed a 3/8 N.P.T gas Connector. But they don't know what that is.

I found it a bit troublesome, and potentially dangerous, too that they would randomly advise customers on parts relating to gas lines when they are so obviously unfamiliar with the dryers and their workings. Their customer service was absolutely incapable of being any help. Good luck to anyone who needs assistance with an LG product.

Mark of Gatos, CA February 8, 2009

Based on good reviews from Consumer Reports and a favorable impression when house-sitting for friends, we purchased an LG Steam Washer and matching dryer a little over a year ago when we bought a house. The washer has been just as good as promised. The dryer ... well ... dryer might not be quite the right term; maybe the 'kind-of-dry-er' or 'not-quite-as-wet-as-before-er" might be a better name.

Sensor dry is touted as a green/energy-saving feature. The dryer decides how much is enough. You don't waste electricity drying when you don't need it. Unless, of course, it's almost always wrong.

For the first many weeks, we thought we must be doing something wrong (the controls are somewhat complex). We experimented with different settings, but rarely had the correct results. After a few months, our neighbors were remodeling their house and came to ours to wash clothes. After a few times my neighbor asked what in the world was wrong with my dryer. She could never get clothes dry unless she switched to a timed cycle.

That finally prompted us to get warranty service. LG was responsive and sent a repair technician. The technician confirmed that the unit was not drying properly, but told us the problem was probably a clogged venting system. The recommendation was to clean the vent system and to run the dryer disconnected from the venting in order to prove the theory. We did both. We cleaned the venting with forced air (it wasn't really dirty at all) and ran the dryer disconnected but got the same result). We called the repair technician and reported the result. He said that LG would have to reauthorize further repair.

We waited. After several months of soggy clothes that needed to go through a dry cycle two or three times, we called LG again. They sent the same repair technician. This time he disconnected the vent hose himself and ran some wet towels through the dryer cycle. When the dryer shut itself off, the towels were still very wet. He reported this to LG and was authorized to replace some parts related to the sensor system (which had to be ordered).

When the parts arrived, the technician came and installed them. We were looking forward to (finally) dry clothes on the first try from our 1k+ dryer (the one with twin sensors for extra high accuracy). Are you guessing ahead that the clothes didn't dry properly? Good guess. They didn't

I called the technician. He said if the dryer wasn't drying that he didn't know what else to do to fix it. He suggested that it needed to be replaced. I called LG. They said the technician needed to return and call their technical support for additional assistance. The technician returned and retested the dryer with the same results. He actually sat and watched the entire cycle dry. With about 20 minutes left in the drying cycle, the dryer 'sensed' that the dry was complete and shut off. The clothes were still somewhere between damp and wet. The technician called LG support and (this is where it got REALLY good) the LG support rep said ... these dryers are designed for use in Europe where people don't want their clothes fully dry because they go hang them out to finish drying.

We were on the border of laughing. The repair technician was on the border of rolling his eyes. Then it got ugly. The technician said that if LG said this was normal performance, then there was nothing more he could do. So I called LG quickly while he was finishing up. They asked to talk with him. I personally listened while he told them that the dryer was not working properly and, in his opinion, should be replaced. LG forwarded him back to the same rep who said, essentially, that leaving the clothes wet after a sensor dry was completely normal.

So I asked the technician, is this normal? If it was normal, why would you have bothered coming out here several times, replacing parts, etc...? He told us that this was not the way other LG dryers (both similar and identical models) worked. He said that, in his estimation, based on the bizarre response, that LG must have something very wrong with this particular model and was, more or less, trying to cover it up.

After that, LG said they would replace the dryer, but first wanted a second opinion from another repair servicer. They put us in contact with another company, who told us they did not work in our area. I called LG back and they said oh, okay, try this other company for your second opinion. I pointed out to them that they had just assigned the company who already serviced the unit multiple times and said that it needed replacement. LG said, oh, well then we'll have it replaced.

That was when Cassandra first called us. She asked if our problem had been resolved. We said no and retold the story. She said she would turn the unit over to another department for replacement. She said we should expect a call within a week or two. She asked me to fax her a copy of the purchase receipt (which I did). The next day she called to say the fax was missing pages. I refaxed the document and called to to confirm receipt. After about 3 weeks, Cassandra called back to see if the issue had been resolved. Well, we had never been contacted by the (supposed) department that does replacements. She put us on hold awhile then came back and said that they wanted another technician to do an evaluation (???).

My partner then called and asked to speak to a customer service supervisor. He got a representative who claimed to be a supervisor who said they needed another evaluation of the unit before it could be replaced. They assigned a service repair company (the same company they assigned the time before that didn't service our area). We called this company and they confirmed that they (still) didn't service our area. The company rep sounded very professional so I asked, "LG says that these dryers are designed not to fully dry the clothes when using the sensor cycle, is that your experience when servicing them?". He nearly laughed. Never heard any such thing.

I called back LG and said this company doesn't service our area. LG replied that they would reassign the service to (yes, you guessed it) the same company that originally came 4 times and said the unit needed replacement. A few days later Cassandra called back and asked if the unit had been repaired (this was getting almost funny). We said no and Cassandra said she would submit the unit for replacement. I pointed out that she had (according to her) already done that. She said no, I never submitted it for replacement (???). She took information about the house, flights of stairs, etc..." Then she asked me to write up a full summary of everything that had happened and fax it to her. I did and that was the last I ever heard of anyone from LG.

Oh ... and just like everyone else complains ... the clothes from the washer STINK. They really, really STINK. It doesn't matter what detergent you use or how much fabric softener you put in. The clothes come out smelling sour and repugnant. Well, after all, what do you want for more than two thousand dollars, anyway?

Kjersti of Vb, VA February 1, 2009

We purchased a front load LG washer and dryer set in Nov. 2005. We bought what we thought would be a great purchase to assist with doing large loads with minimal water use. We were willing to pay the 2000. for what we thought was a good investment for often used set of appliances.

The LG washer smells all the time. We have left the door open, bought Smelly Washer to clean it with and wiped it down. We just live with it. The bigger problem is that after just three years of moderate use the dryer drum is cracked. The appliance repairman said that it was not anything that we could have caused. We did not move the dryer, it just started making a loud sound, and that was the rollers that were disrupted.

After 3 years we have to replace a 750.00 dryer. That is unimaginable to me-that is a lot of money. I hope that there will be a class action suit against LG as there seem to be a lot of unsatisfied product owners. I must now go and buy another dryer. We have had the additional expense of a service call, plus the stress of having to make another purchase.

Betty of Savannah, GA December 31, 2008

We purchased what we thought was a dream dryer the LG Dryer! It has been a nightmare, it does not dry clothes without restarting it two or three times, the clothes come out wrinkled and we gave up on getting service from LG or Best Buy long ago. It is going to be given away and we will go back to our old tried true brand. WILL NEVER BUY ANYTHING MADE BY LG AGAIN!!! I HOPE THAT A CLASS ACTION SUIT WILL BE FILED I WANT MY MONEY BACK!

R. of Oakland, IA August 12, 2008

I bought a LEG Gas Dryer DLG5932W in 6/3/05. Since the beginning of 2008 I have had a repairman here 4 times to reset the dryer. A motherboard had to be replaced and since then the overload heat sensor on the dryer housing trips for an unknown reason. Our repairman that has come every time says he is unable to get an answer out of LG and that he is aware of three other gas dryers that have this same issue.

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