Buying a new kitchen range should be a rather straightforward process. And yet Consumerist reader Bruce says he hasn’t been able to get anyone at LG to give him an honest answer about the appliance on which he wants to spend his cash.
After Bruce found an LG range that looked good — and which had received a decent rating from our kin at Consumer Reports — he looked online and found some people complaining that the appliance’s plastic knobs were prone to melting and that LG would not replace them because it’s a cosmetic issue.
“I called LG and spoke to a customer service representative who told me that LG was indeed aware of the problem,” writes Bruce. “They had redesigned the knob and it was no longer made of plastic but it was now metal. I also specifically asked if the knobs were metal rather than plated plastic and he assured me that the knobs were now not plastic but metal.”
The LG rep also said that if he somehow ended up with a range with plastic knobs, LG would replace them for free.
And so Bruce ordered the range through a local retailer. But when the store called LG to ask about the knobs, it discovered that even the new knobs were indeed still plastic.
Bruce called LG to try to get to the bottom of the matter. “[The LG CSR] was very polite and she acknowledged that the LG employee had given me false information. Unfortunately she said that LG would do nothing about it.”
He suggested that LG extend the manufacturer’s warranty for a year. She countered with an offer of three months.
From Bruce’s letter:
Here is where it gets even more insulting. She suggested that I purchase an extended warranty for the range (which I discovered was an additional $107.97 plus tax). I called the LG Premium Care Department and upon reading the terms of the extended warranty it is stated:
“LIMITATIONS OF COVERAGE- This contract does not cover:
… G. Cosmetic damage such as, but not limited to scratches, dents, rust, stains. Non-functional parts such as, but not limited to, plastics, finishes, knobs and dials.”
I understand that the knobs usually cost around $70 each and since 5 are needed that adds up to $350 which is about 1/4 of what the range cost ($1350.00).
Not only did LG give me false information about the knobs, but also suggested that I purchase an extended warranty which would not cover knob replacements.
Bruce has sent the same letter to LG customer service, which has yet to reply.