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New Member
Posts: 9
Registered: ‎03-28-2018

LG Washer Wt1101cw - just keeps breaking. LG will not fix or replace. My lemon/ defective

[ Edited ]

We bought a LG High Efficiency Top Load # WT1101cw washer in late 2013. It was one of the highest rated with consumer reports.  Unfortunately for us we got a lemon.  We purchased this for our second home and wanted to buy a good one, not time for problems. During the first 18 months it was used less than 20 times and at times would take a longer than expected time to work, we were busy, only there on the weekends and didn't notice how bad it was positioning.  Then we started spending more time at this house and actually using the washer. It was constantly going out of balance. Called LG, they said it was not a solid ground or out of level. New home sold flooring and leveled. For the next 5 malfunctions we called Customer Service and finally they figured it needed a new main board.  Great now works until you get into the spin cycle. We call again- they want to blame the floor etc.  It started out just adding one refill to the wash now it goes for hours.  We basically have to be home to try to catch it when it stuck refilling over and over.  We tried to live with it but it's just not functional- takes hours per load unless you want sit, wait until it stuck right before the high speed cycle and pull out the closes.  Called LG - they said they could send someone else out and we could pay them, why should I pay for something that has never worked since we bought it?  Of course we've already tried to get this fixed and LG couldn't get it fixed. We unfortunately have had other family issues to work on and haven't been able to pursue this as much as I'd like too. We are not back home for an extended time and can focus. 

 

Today I called LG ( Case# {removed per forum guidelines}, called store manager- corporate doesn't return calls,  Best Buy Customer Service Case #{removed per forum guidelines}and Best buy customer advocates Case # {removed per forum guidelines}.  All of them said nothing they could since it's out of warranty. Each asked did you buy an extended? Why would I buy and extended on a product that wasn't working right? Shouldn't a warranty be extended until the product actually works? 

 

 I tried to call BB corporate and no one will return my call. I talked to three LG technicians in and out of BB and LG. All asked me was I aware that LG had production problems with some of this specific series washers? I said no. They said this was common knowledge. Are there any product recalls? I have not received them! They then asked me if the board had been replaced, had it been reprogrammed and had the suspension and motor assembly been replaced? I said isn't that allot for a new washer?  They said that all three is what "might fix it".   We have a new board, programing but not new suspension. My impression from what I learned it LG didn't want to take anything apart and just did the minimum.  Is there anyone at corporate who could talk to LG's manufacturer rep and get my almost new washer fixed? 

 

For the record we have over 50 hours + 5 just today,  time spent since buying this to get service. Not to count 100+ hours spent having to sit waiting for the final spin cycle to pull out the cloths.  LG is not willing to take care of this and I need BB's support to get it fixed or replaced or refunded. I have a lemon.  

 

I need it fixed or I have to just through away and buy another washer.  Help!!!

Posts: 1,299
Topics: 18
Kudos: 159
Solutions: 57
Registered: ‎10-19-2017

Re: LG Washer Wt1101cw - just keeps breaking. LG will not fix or replace. My lemon/ defective

Hello bikewalk1,

 

Thank you for joining the Best Buy forum community, though I’m sorry to hear that you’re having problems with your LG washing machine.  Having an appliance that doesn’t work correctly is definitely not a pleasant situation, so I’m sorry you’re going through that.  

 

In terms of what Best Buy can do for you regarding your washing machine, as you’re saying that it was purchased in 2013 and you do not have a Geek Squad Protection Plan (GSP), options would be quite limited.  Generally speaking, if your area is supported by a Geek Squad repair team, Geek Squad may be able to send out an Agent to assess and repair the unit, but that would be a service you would have to pay for out of pocket.  As you mentioned you’ve already spoken to an Agent, it sounds like there could be multiple issues causing the refilling issue.  In order to check to see if your area is covered and set something up if you would like to pursue a Cash on Delivery (COD) repair with Best Buy, you should be able to call Geek Squad at 1-800-433-5778 for more details.  

 

In terms of processing an exchange, you’re well outside of the Best Buy Return & Exchange Promise, which is typically 15 days for most customers and products.  From what you’re saying, the product is also likely outside of the Manufacturer’s warranty, which is usually one year, though some parts may be covered longer.  For information on what parts may still be covered by the manufacturer, I would advise that you should contact LG. 

 

You had mentioned that there were issues with your model of washing machine.  In looking at the model number you provided, it does not appear to be in the list of recalled models for LG top-loading washing machines as those were WT5001CW, WT5101HV, and WT5101HW.  For more information about that recall, you should be able to take a look at LG’s informational page here or the Consumer Product Safety Commission page about that recall here.  As it doesn’t appear to affect your model, though, I don’t believe this would affect the status of your manufacturer warranty. 

 

Though it sounds like this information may have already been checked when you called previously, for me to double check your purchase to ensure that you don’t have a GSP and that you provided the correct model number, please send your phone number and email address in a private message.  As you may know, you should be able to send a private message by clicking on the blue “private message” button in my signature.  I hope this clarified some of your questions, but if there is anything else I can assist with, please let me know. 


Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎03-28-2018

Re: LG Washer Wt1101cw - just keeps breaking. LG will not fix or replace. My lemon/ defective

This reflects my experience since buying this- LG won't fix it and you won't help hold them accountable. I am pretty much going to have to just throw it away. Can't even donate it since it isn't working. I have lots of other LG products I have bought from you- TV's etc that's why I went with this brand. I don't think you understand how hard it is working with a C/S service department located in China or India( Not sure which country LG's is in but it's off shored. Please send my case to your LG rep.
New Member
Posts: 9
Registered: ‎03-28-2018

Re: LG Washer Wt1101cw - just keeps breaking. LG will not fix or replace. My lemon/ defective

To all who buy LG's - Best Buy did not help me with this after it first stopped working and I've had to continue to work with LG that has and continues to just deny, deny. Deny. Don't worry at this point I am not giving up- too many wasted hours and a washer I can't even donate. Next stop - twitter, POTUS and BBY President. I bought this local because I thought I'd be taken care of if we had problem. Please note store managers have not power. If you read my case this started in 2013 and even then the manager could not help and BBY stuck me with working with LG direct. Buyer be ware! PS- I am not going to take this - look for more updates. The response I got from BBY was an excellent form letter - deny, deny, deny..... Really. I am going to buy some of your stock today- see you at the next stock meeting. Write down my name.
Posts: 1,299
Topics: 18
Kudos: 159
Solutions: 57
Registered: ‎10-19-2017

Re: LG Washer Wt1101cw - just keeps breaking. LG will not fix or replace. My lemon/ defective

[ Edited ]

Hello bikewalk1,

 

While I understand that this wasn’t the answer you were looking for, I will be sure to record your posts here at the Corporate Office so that they are on hand if changes are considered going forward.  I appreciate you taking the time to reach out with your thoughts.  For any further questions regarding contact with LG representatives going forward I would advise to speak to LG directly.  Thank you.

 

Respectfully, 

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎03-28-2018

Re: LG Washer Wt1101cw - just keeps breaking. LG will not fix or replace. My lemon/ defective

Wow- it's me again. BBY customer service has responded twice to me. I won't copy the private email - but I will say that both were form letters to let me know they understand I am not satisfied.  And they will forward my case to let people know I am not satisfied with no solution.  Wow- would you feel better? No solution.  The lemon saga continues. Please look at my posts on twitter. No solutions!

 

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New Member
Posts: 9
Registered: ‎03-28-2018

LG Washer Wt1101cw - just keeps breaking. LG will not fix or replace. Fixed/ see details

After 3 years, 100's of hours of wasted time trying to wash clothes, hundreds of gallons of wasted water,  over 20 calls to Best Buy, LG, tweets and bloggs---- LG finally acknowledged that our problems were part of known problem and partialy recall.  The first service company they sent out turned out to be a scam and only took LG's money to go do first visits, never ordered parts and after many complaints including mine no longer contract with LG. After 20-30 calls to LG (that's hours on hold) corporate, bloggs, tweets LG finally gave us some attention and when a compentant service company came out LG acknowledged they knew about the software and hardware issues we had based on when our was built in 2013 area.  When the newest parts to include tub suspension was ordered and replaced - a maracle happened. It's worked since then.  For the record the local Best Buy store and area VP management basically said over and over - we just can't help. It didn't matter how much business we did with them, you are on your own. Lession learned.  I just wanted to encourage anyone buying an LG washer or dryer to closely consider their warranty options.  If you buy it from Best Buys and you have an issue you need to understand you are on your own, they will call no one for you, they will tell you they brought it up to management, management ( regional manager/ VP in my case), corporate will read you their paragraph regardless and it's on you and only you to get a multi billion dollar compnay LG, regardless of the fact they know of the issues to fix your washer. What I learned was there is no reason to buy these from a local company with the thought they will help you with issues, buying at the lowest delivered/ installed price vendor on line or not and then call your insurance company and buy a warranty.  I would like to end with LG did after 3 years, 100's of hours of calls and my time fix their know problem.  Thank you LG. Best Buy - shame on you.