Product review (1 stars): terrible machine and customer service
I purchased the WT1701CW Top Load Washer from an authorized dealer in December 2014, and it was installed Jan 2015 with the completion of my new house. I moved in my new house in March and the washer has begun to have problem every since.
The problems are: 1. The rinse in normal cycle is literally 45 seconds long with very little water sprayed on clothes 2. the washer will stop randomly during the cycle for no reason 3. The most critical problem is that the washer leaves detergent marks on all clothes, regardless of what detergent I used, how much detergent I used, or what cycle I chose. Once the detergent marks are left on clothes, they are nearly impossible to remove unless extensively hand washed. The detergent residues left on the clothes have caused allergy to my family member, especially to my pregnant wife. This is a tremendous health hazard, so we have no choice but hand wash our clothes even since.
Given these aforementioned problems, I have contacted LG's authorized service multiple times, and they have sent service person 7 times to come in trying to repair this machine. Firstly, they replaced the top control board. Nothing was improved. Then, they came in to replace the bottom control board, however, the service person found out that the part came in was incorrect. Then, he went back and request new part to be shipped. Three weeks later, two new boards came in and they were exactly identical as the incorrect one that was sent three week ago. When the service person opened the circuit board case to take a picture of the original bottom control board, he found out that the board in the machine was incorrect as well! There was a multipin socket that has nothing connect to it. Therefore, it turns out that the machine came out of the factory with an incorrect bottom control board in the first place, and the LG service department has no idea how to repair it (given the fact that they sent three incorrect bottom control board). This makes me believe that the LG WT1701CW model I have has essential design problems that LG is incapable of addressing. Additional complaints about the customer service: the customer service of LG is such a pain that dealing with them is time consuming and inefficient. Every time I called, the customer service representative was trying to educate me how to operate the washer correctly, use the right detergent in right amount, even though I have told him/her multiple times that I have literally tried everything possible. Three months have passed since the first time LG started to repair the washer, and I still don't know when this is going to end. I bought what supposed to be high end washer, but end up having to hand wash all my clothes for months. So far, LG has sent technicians from three different tech service store, and they are trying to send a fourth. The LG tech support consistently evaluate the machine to be functioning as supposed to, while the machine constantly leaves detergent marks on the clothes. The LG executive customer service basically told me that they will continue to send tech service but will not replace the unit unless THEIR tech support determine this machine is not repairable.