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  • I called a week ago and spoke with Tommy on 11/23 to order a part for my LG refrigerator. The part that houses the thermostat and the light bulbs melted from the housing and dropped down, probably because the light bulbs did not turn off after the doors were shut. Tommy was great to work with on that day and ordered the part I needed and said that the part would take two days to get in. Five stars for that day. Today I called in to find out if the part had come in and to see about setting an appointment for installation. The first person I spoke with said I wasn't in the system. Then I was placed on hold. Then I got someone else who I think was Todd who knew nothing about the previous conversations and I just asked to speak with Tommy again so I didn't have to go through the entire scenario again. Todd became argumentative and not helpful. I finally got back to Tommy again and he did find the part and remembered our initial conversation about the part melting. It seemed like he had to reconstruct the information again, asked me my name and phone number and the address again. Then I was put on hold again to wait for dispatch to schedule the appointment for service. When I spoke with dispatch I was asked all the same information all over again. My phone call lasted 17 minutes. Today there just seemed to be a lack of internal communication within the company as far as taking care of a customer. We'll see how the repair goes and I will update the review at that time. But for now I am thinking I should have gone to the place where I purchased the refrigerator. I know I ordered the part and so I wanted to go through with the service so they would not be stuck with the part on their shelves. But for today I am ranking my experience with 2 stars because I wasn't called after the part came in and when I did call in to follow up they had lost my record; it took them so long to reconstruct the initial order and then to schedule the actual service. To be continued.
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