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Posts: 1
Registered: ‎07-01-2018

LG Refrigerator bought 3 months ago - not working

[ Edited ]

We bought our LG refrigerator at Best Buy on March 26th and it was delivered on March 31st. We also purchased Geek Squad protection. We transferred our frozen food from the old refrigerator to the new one and noticed that in couple of weeks the temperature in the freezer was not cold enough to freeze the food. We changed the temperature from -3 (what was a default set up) to -6 to see if that will work. When we waited long enough and all the food in the freezer was thawing, I finally contacted Best Buy and Geek Squad and was told that I should contact LG, because refrigerator is under manufacturer warranty for up to 1 year. I contacted LG and got RNN # {removed per forum guidelines}, and they connected me with repair specialists in the company called Fix My Appliance Now (215-953-0777). I contacted Fix My Appliance Now and was told that a repair specialist can come next day on Saturday, June 9th between 9 am and 12 pm. He was supposed to call me half an hour before he arrives. Repair specialist called me on Saturday, June 9th telling that he is on his way to my house from center city. Half an hour later he called again and informed me that he got an urgent repair call and has to attend this urgent matter, therefore he will not be able to get to my house on Saturday, and said someone will come on Monday. On Monday, June 11th I called Fix My Appliance Now to check when repair specialist will come and was told that the guy who supposed to come on Saturday called out and they do not have any available specialist to send to me on Monday. I scheduled another appointment with Fix My Appliance Now for June 20th. Repair specialist came and didn’t say or explain much about what is wrong with the fridge, but said that the parts needed for the repair might be on back order. After calling them several times to check on the timing of the repair and not getting calls back, we finally posted a message on the LG Facebook account. We were contacted immediately and given another RNN# {removed per forum guidelines} and scheduled appointment with LG factory technician to come over on June 29th – Paul. Paul was very nice and knowledgeable and explained to us that there is not one part, but several parts that are not functioning in the refrigerator and it might take some time to repair, because some parts might be not in stock. Almost a month later of back and forth communication with all the companies named above, I am stuck with no working refrigerator for 2 months out of 3 months since we’ve bought it. I have a disabled and diabetic husband, and 3 children ages 5 to 12. I needed to borrow a small refrigerator from my friends to keep some small amounts of food for my husband and kids, and most of the time to eat outside, which increased our expenses drastically. In addition to that, I sent a spoilage reimbursement request to Geek Squad 10 days ago and never got response from them either. Please HELP!

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Registered: ‎11-29-2016

Re: LG Refrigerator bought 3 months ago - not working

Good afternoon, MargaritalK,

 

Welcome to our forums, albeit under such unfortunate circumstances.  I can only imagine your disappointment when the refrigerator you’ve purchased stopped working as expected, especially so soon after making your purchase.  Knowing how essential a working refrigerator is to our everyday lives, I truly apologize for the frustration this experience has undoubtedly caused.

 

While we’ll be unable to expedite the repair process, I am thankful LG is working to repair your refrigerator under their manufacturer warranty.  Going forward, I would recommend continuing to work with LG to repair your refrigerator, and I’m optimistic the parts needed to repair your refrigerator will be installed soon.

 

Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
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