I have a LG front load washer and dryer that I purchased new 4 years ago. Of course, I purchased the service plan as I have always had good luck with these plans at Best Buy - until now.
I have had both the washer and dryer repaired 3 times for leaking (washer) and thumping noise (dryer) when tumbling (without clothes). The service company Best Buy uses is a joke and it's a crap shoot with him actually trying to figure out what is wrong. On the last repair (the 4th one, that Best Buy said needed to occur to go for the No Lemon Policy), I had a repair setup by the Geek Squad and guess what - a NO SHOW the next day (second time this has happened with the same repair company). When I called back and raised cain about taking off from work a second time (this happened once before), they apologize (no offer of anything for my trouble) and had the repair company come out.
This repair visit is approximately one month (had they come when they were supposed to, it would have been closer to two months) prior to the expiration of my service plan. I had already decided I wasn't renewing until I knew what they were going to do. When the repair person showed up, he asked me what he was supposed to do. I told him I don't know, you work for them, they said you had to come out and look at the appliances for the No Lemon Policy to be enforced. Well, the washer still leaks (he turned some spring on the front of the door so now you see it when you open the door) and the dryer makes a thumping sound when it runs (without clothes as well).
He said he couldn't find out why it was doing it, but he would submit his report and it would be up to Best Buy to decide what to do. After waiting quite some time, I called customer service 3 different times and left a message with my contact from a previous incident regarding the no show. Still no return phone call. Finally, I submitted an email on the website and finally got a return call this evening.
After being on the phone for an hour with one person and then a supervisor, I was told that my claim would be denied because my service plan had expired (I pointed out it was in force during the last repair and would have still be in force if they would have followed up) - I was also told by the first person that had I renewed my plan, it would have cancelled out the previous visits and I would have had to start over on the repair count under the No Lemon Policy. The supervisor then went on to say that they insurance company that underwrites the policy would have denied it because seals, etc. Are considered accessory items (really, I thought that was part of the appliance!) and I only had one qualifying repair on each item under the No Lemon Policy (even though they have been out a total of 7 different times on each item!).
So, now I am stuck with a leaking washer and a noisy, thumping dryer and out $199 dollars that I paid for a USELESS service plan.
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