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AIBU?

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Original poster

To say LG are being bloody awful!?!?

15 replies

SENSummer · 03/10/2025 19:12

We bought a big fancy £1400 fridge freezer just under 3 years ago. It was an investment as I’m a hobby baker and we like to buy well and buy once.

It broke 3 weeks ago. We rang LG right away and were told they don’t have their own engineers but outsource to local agents. It was a long wait. We contacted the agents directly and sent some emails they asked for. They said it likely needed a fan replacement but basically LG are awful for parts and nothing is in stock. They said it would be weeks before they could get it… if ever and advised us to ‘just buy a new one’. Obviously I was a bit horrified. £1400 for less than 3 years of use!!!

British Gas sounded positive about fixing it so got them out but they’ve now been waiting for these parts for over a fortnight with no expected arrival dates. So suspect they can’t get them either (even though they made it sound like they could).

I’ve sent an email to LG and made several phone calls citing the consumer goods act as it’s certainly not lasted an appropriate life expectancy (multiple sources suggest you’d expect at least 10+ years out of a fridge freezer of this calibre) but they just do not care. No responses, absolutely fobbed off on the phone. A few of the advisors I’ve spoke to (not all) seem to have extremely poor levels of spoken English. I’m not phased by foreign call centres at all usually but they honestly couldn’t understand what I was saying. I was trying to explain we have a disabled child in the house and being without a fridge freezer for 3 weeks now is awful. That particular advisor didn’t seem to understand what ‘disabled’ meant. I kid you not. Feel like tearing my hair out.

I have sent an email and laid out clearly that they’re in breech of the consumer rights act but that was days ago and no reply. Not even an acknowledgement.

Please tell me we havn’t wasted £1400 on a fridge freezer that’s lasted us less than 3 years because LG won’t stock or sell a £50 fan we need replacing?!?!?

OP posts:
Anononony · 03/10/2025 19:17

If they can't fix it I'd be expecting a massive discount off a new like for like one. 10 years out of a fridge/freezer would be poor IMO, my mums one still works fine (ok the main milk holder bit is taped together but otherwise fine) and that's at least 25 years old! Our built in fridge must be at least 15 years old and works fine (same taped up bit as my mums!). Don't most white goods have a 5 year guarantee?

Get onto them on public social media if you haven't already

SoScarletItWas · 03/10/2025 19:17

If you google the model number + replacement fan, can you find the part? Even if generic?

The contact some local electricians and see if they can fit it.

I know that’s not ideal because you’re right that LG should be doing more. But at this stage I’d give up on LG and sort it myself. This is a situation where you can be right, or you can be happy.

MidlandsGal1 · 03/10/2025 19:20

Can you not find the part and fit it yourself? Alternatively buy a cheap fridge to tide you over and sell it once your main one is repaired.

Did you got get a 10 year warranty with your fridge? We have multiple LG appliances and all came with a 10 year warranty

Original poster
SENSummer · 03/10/2025 19:31

MidlandsGal1 · 03/10/2025 19:20

Can you not find the part and fit it yourself? Alternatively buy a cheap fridge to tide you over and sell it once your main one is repaired.

Did you got get a 10 year warranty with your fridge? We have multiple LG appliances and all came with a 10 year warranty

We did but it turns out the 10 year warranty is literally just on the big compressor or something like that. Basically the big part that if it goes it’s game over. We were surprised as thought 10 years meant all failure issues but it did not.

OP posts:
Original poster
SENSummer · 03/10/2025 19:32

MidlandsGal1 · 03/10/2025 19:20

Can you not find the part and fit it yourself? Alternatively buy a cheap fridge to tide you over and sell it once your main one is repaired.

Did you got get a 10 year warranty with your fridge? We have multiple LG appliances and all came with a 10 year warranty

I’ve just had a look and I think this might be a possibility actually. Didn’t think of it before x

OP posts:
HÆLTHEPAIN · 03/10/2025 20:01

Did you buy it directly from LG?

madaboutpurple · 03/10/2025 20:12

It could be worth contacting the consumer problem pages at newspapers because as soon as companies get into the papers they are keen to sort problems out.

Original poster
SENSummer · 03/10/2025 20:45

HÆLTHEPAIN · 03/10/2025 20:01

Did you buy it directly from LG?

No marks electrical

OP posts:
Notmymug · 03/10/2025 20:56

Is it the freezer that has stopped working or the fridge? Our similar priced fridge freezer had a problem with the freezer side defrosting, the fan bit kept stopping, had to unscrew a panel to get it going again a few times but hasn’t done it for about a year now and working fine,

whattheysay · 03/10/2025 21:01

Usually my dh buys generic parts or sometimes the branded parts online and fixes it himself. If he doesn’t know how there always a YouTube video on it.
E-spares comes to mind as a parts supplier but there’s bound to be other ones too.

HÆLTHEPAIN · 03/10/2025 21:12

SENSummer · 03/10/2025 20:45

No marks electrical

Show quote history

That’s who you should be in contact with then because that’s who your contract is with. You have no consumer rights with LG themselves. Any warranty LG offer is in addition to your consumer rights and technically they can impose any terms and conditions they like on it.

I’d contact Marks Electrical and see if they can offer any help - though I wouldn’t count on it after 3 years. In order to pursue any rights you have for a remedy, there are certain things you may need to do. As it’s over 6 months since you bought it, they could ask you to prove it was inherently faulty. As in this was always going to happen - this is often done by getting an independent report. The contact you’ve already had with LG may be useful for this.

It’s up to Marks to decide what, if any, remedy they want to offer. This could be a repair, replacement or refund, but any refund offered can be reduced to take into account the use you’ve already had. Of course all of this is based on them playing nice and actually agreeing to deal with it. If they don’t then you could potentially go down the small claims route for some kind of remedy. Altenatively, if you paid on credit card you could also potentially pursue a section 75 as the credit card provider is equally liable with the seller.

Of course you can still pursue LG under the warranty but as you’ve seen, that’s not the easiest!

Good luck.

winnieanddaisy · 03/10/2025 21:57

Complain to trading standards . If that doesn’t do the trick send an email to the CEO of the company.

HÆLTHEPAIN · 03/10/2025 22:02

winnieanddaisy · 03/10/2025 21:57

Complain to trading standards . If that doesn’t do the trick send an email to the CEO of the company.

Trading standards won’t get involved because technically LG haven’t done anything wrong, as I explained in my post above.

A CEO email may do something but again, LG don’t have to do anything.

BooksAndHooks · 04/10/2025 08:53

Worst company I’ve ever had to deal with. Five month old washing machine broke causing damage to a brand new kitchen. I was without a machine for months complaints led to nowhere, no compensation for the damaged kitchen, no costs covered for the months of laundrette costs.

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