By Tammy Van Boening| STC Senior Member
When my husband and I sold our previous home and purchased our current one, we decided to include our old washer/dryer set as part of the sale and to upgrade to much better appliances. After extensive research, we purchased an LG Front Loading washer/dryer set that had advanced technology: no belts, all electronic controls, and so on. Basically, the set was a computer on wheels that did everything but put the clothes in the wash for you. We also wisely decided to invest in a Service Protection Plan. We confirmed that the plan covered all things functional—including electrical and mechanical—for the machine before purchasing the plan. After only three years of owning this washer/dryer set, we have already had four service calls, and not for trivial stuff either. Let’s just say that we have not been happy with it at all.
Well, yet another problem is starting, this time with the washing machine. All the text on the front panel that shows you the cycles that you can choose from (i.e., Permanent Press, Cotton, Delicates, and so on) is slowly “melting” away for no apparent reason. The whole panel is starting to look like one of those heat-transferred t-shirts with the graphics peeling off. This is definitely not good. I need to be able to turn the washing machine to the correct cycle, right?
I called the Customer Service line for the Service Protection Plan that we had purchased, described the problem to the Customer Service representative in detail, and explained that I would like the front panel of the washing machine replaced. “No, absolutely not,” replied the representative, “as this is a cosmetic issue and not functional in nature. The washing machine still works.” I had no patience for these stalling tactics. I replied very firmly that it is definitely a functional issue as I can’t use my washing machine if I have no idea what cycle I am selecting for my clothes. I really don’t want to wash my delicates on the Ultra White/Hot cycle, for example, right? The representative sighed heavily as I was obviously bothering him and not comprehending what he was trying to tell me. He blithely replied, “Go get the User’s Manual and align the diagram of the panel in the manual to the panel on your machine so that you can select the correct cycle.”
To say that I was flabbergasted by his dismissive reply is an understatement. I can’t repeat what I exploded with, but you can just use your imagination and fill in the vitriolic nature of my reply. Suffice it to say that his manager’s manager’s manager understood my complete disbelief at his response and she personally placed the order with the directive to replace the panel, no questions asked.
As a technical communicator, I am the biggest proponent of a user’s manual as anyone, but really? Even this was more than a bit too far for me.
