LGs have balance weights. The model we had a weight race around the drum whereby they would move to self adjust to try to counterbalance the washing load. Yet another point of possible failure if this model is similar, and those weights are jammed and won’t move.
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That sounds plausible, I guess by coming here I’m weighing up the likelihood it’s a fault of the machine vs user error for reasons stated prior. This is a good thought, another possible fault. Thankyou so much.
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Is this LG Customer Support or Appliances on Line “Legendary Service” that is the cause for the angst?
It’s not uncommon for retailers to try and pass off product claims to be resolved directly between the Customer and Manufacturer’s representative. Sometimes this can work well. If it does not work out the retailer has little to loose as any angst is not directed at the retailer. Despite the retailer being directly responsible per the ACL (Australian Consumer Law).
It may prove inconvenient or difficult - is there an option to temporarily relocate the FL onto a different surface/location to demonstrate that the severe imbalance (potential fault) is not directly due to the current installation? It sounds very much as if you have a fault with the machine - however without detailed knowledge of the floor structure of your property and expert assessment of the floor there will always be some doubt as to the true cause.
P.S. Your observations of the satisfactory operation of the previously installed Electrolux FL In the same setup and mine of an older timber property with minimal sized joists of the day our Miele suggest a FL can function satisfactorily on a timber floor. If the LG is not faulty is it “Fit for Purpose” a further point to consider re the ACL?
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Hi Mark, thankyou so much for the further info and your points are excellent (hence considering advice from ACCC re ACL). So I am chatting with AO who have said :
I understand, it is a usual warranty detail with most retailers, where as all the service calls are free of charge, however if the item is found to be faulty by things like misuse/abuse by the user, the service is charged for, that is not unusual. I think there may have been more of a miscommunication there. As the item is under warranty LG is to send a technician to help, and if the machine is faulty, by the machine’s fault or natural causes, then it is all under warranty. Whereas if the item is found to be damaged and faulty by user, the service may be charged for.the angst came from having a dialogue with LG.
Our house is 900mm off the ground. A friend’s house is over 2m or so off the ground and their Whirlpool works a treat. We have the necessary clearance at the rear of the machine, yet the hose is nowhere near close enough to the hot tap. That can be sorted, no problems. But you’re absolutely 100% correct, fit for purpose, I only saw those notes regarding elevation after the unit was purchased and I am not convinced the elevation is a problem. I am mindful of sounding like I am whining but to be fearful of washing because you’re concerned about structural damage, that’s just a whole heap of crazy right there!
But I am so glad I came here, you Mark, everyone, has been so helpful. I am going to book a service call via AO - it was their installers - hoping I can get some traction. Will keep you posted, it’s not possible to put the machine somewhere else. Thankyou Mark.
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If one ponders the issue with ‘elevation’ it is going to be floor boards that depending on build can individually flex and sag providing an unstable not just uneven surface. Either is more likely the higher the weight. The weight is at the feet not uniformly distributed which exacerbates the problem if there is one. It is a comparatively easy thing to remedy IF it has any relevance here.
If there are flexing boards a wood or metal panel on top of the flooring would be the easiest treatment but as stated there is not always enough clearance to raise the washer. It is often possible to reinforce questionable flooring from below; although 900mm crawl space is not generous it should be sufficient for a smaller person.
The thread seems of the mind there is something wrong with the washer - such as can be gleaned from text - so structural information is simply for awareness of some issues that might be brought up and how or whether they could be relevant.
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Ahh good ole LG, bought a front loader from them about 20 years ago. The drum broke away from the mounts, I think, about a couple of weeks after the warranty expired. I had no end of problems trying to either have it fixed or replaced. Their attitude was the warranty had expired so not their problem. Needless to say I’ve never bought one single LG product ever again.
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Changing corporate identity is easier than changing corporate culture.
The pre-ACL days were so good for manufacturers but much less so for their customers. Some of us still remember LGs evolution from Goldstar to Lucky-Goldstar to LG late last century. Cynics felt it was an attempt to escape their poor products and reputation. Today LG often has excellent product performance but reliability and longevity can be hit or miss. In my case longevity was a miss even with the ACL so I am not as enticed by excellent performance tests as I otherwise would be.
Support? Seems reminiscent of the Lucky-Goldstar era?
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ahhh yes Goldstar remember it well. Thing is LG may or may not have excellent appliances these days but I wouldn’t know, they forever lost me as a customer, I was quite shocked at their attitude.
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We live in an elevated house. Like you, our house shook like crazy when the front leader was spinning. Towards the end of its life, it was becoming noisier and fixing it (replacing bearings and related costs) was uneconomical so we replaced it with an LG top loader (long story there with initial purchase) and most of the time we don’t even realise the machine has finished its load until we get the notification on the app.
We’ve had a few frontloaders over the years. We moved here 10 years ago with one from our previous home. Replaced it with another. Top loaders seem to last longer but that might just be anecdotal for us.
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Thankyou si much for your feedback Andi. I wish we could put iur top loader in, the cabinetry would require a complete refit of the laundry - it’s new cabinetry installed by the previous owners. I’ve raised a service request with Appliance Online with no response. Being a brand new machine, am hoping it isn’t at end of life! Thankyou
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Hi Phil, really appreciate your insights. The floor is tiled. The height is 900mm off the ground. There are cracks in the tiles below the machine that have only appeared in the last couple of months. I’ve raised a service request with AO - last Thursday - no response to date. Will keep following up though.
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You may be best placed to go formal with a Letter of Complaint to Appliances Online if you are not getting reasonably crisp responses.
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Hi Phil et al, bit of an update. Approached AO, I remembered the installers didn’t finish the install as they had to go elsewhere, I didn’t realise exactly how little they did during the install. So two came yesterday and were horrified - the hot water hose had been left in situ but not connected, the empty cycle up to 1400 - the house shook the carport rattled, so they concluded the machine is definitely faulty. I just want to reach out to all you wonderful people who gave me such sage advice, k really appreciate it, thankyou.
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You are so welcome and we are grateful for your recognition and hearing about a good outcome. I hope the replacement is everything you hoped for from the original and provides years of service.
BTW, in your discussion do not lose sight of the warranty start and end date including the facts as stated, the installation was not done properly and the machine was faulty and Electrolux gave you the run-around. I would be asking for a written statement of a new warranty start date coinciding with the replacement machine.
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