ComplaintsforLiebherr Appliance Service Center USA

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -I purchased a Liebherr fridge on July 3rd, 2021, and it was delivered on July 21st, 2021. From the day we turned it on, the fridge had multiple manufacturing defects. We requested repair from Liebherr for the first time on July 26th, 2021 -To date, we have had six repair attempts on the unit. The dates of our repair attempts, and names of the service providers, are listed below: - August 11th, 2021, ******** Appliance Repair - August 30th, 2021, ******** Appliance Repair - August 30th, 2021, ******** Appliance Repair - December 1st, 2021 - ******** Appliance Repair - January 14th, 2022 - ******* APPLIANCE - March 11th, 2022 - ******** Appliance Repair After the December 1st repair attempt, I began requesting a replacement unit since it had been so long since we purchased the fridge and still had a malfunctioning unit. I was told that they would try one more repair before requesting a replacement of the unit. That 5th repair attempt was completed on January 14th, but they did not request a replacement unit, despite my request that they do so. They instead ordered another service attempt. After the 6th repair attempt, I again requested a replacement unit. On 3/24, they told me that my replacement request had been denied and that they would continue trying to service the unit. Since December alone, I have placed 15 phone calls to Liebherr's service department to try and fix these issues and have spent a total 4 hours and 14 minutes on the phone just with them. This does not include the considerable time I have spent coordinating with their contracted service providers, or the contact attempts which came between the months of July 2021 and December 2021. Since it has now been 7 months that we've been trying to get this unit repaired, have dealt with 6 service attempts, and have spent considerable time trying to coordinate with Liebherr's service team, we are taking the next step of formally complaining in the hope that we can get a replacement unit sent to us.

  Business response

  04/29/2022

  Business Response /* (1000, 8, 2022/04/07) */ We have tried to resolve this issue several times but to no avail so far. In good faith, we made concessions for this customer that are outside of our warranty responsibility. This customer purchased the Liebherr refrigerator, from a non-authorized, internet dealer (overstock.com) at a heavy discount and it arrived to the customers home damaged. The customer also complained of a noise that, none of our authorized service providers could hear or validate after several trips to the customers home. The customer did request a replacement in December 2021 but their request was denied because the manufacturer warranty does not cover damage or replacements due to damage. The customer was instructed to contact their selling dealer to make a damage claim or request a replacement. At this point, we are willing to refund the customers purchase price ********** and remove the CS **** from the home at our expense. Please let me know when we are approved to call the customer and work out the details.

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