LG Refuses Warranty Coverage for a Defective Washing Machine Door Gasket

On February 6, 2026, I purchased a new LG washing machine for approximately $710 and have been using it for about six months. On the morning of June 11, 2026, at around 6:00 AM, approximately six minutes after starting a wash cycle, the door gasket (rubber seal) suddenly came loose from its position. I immediately contacted LG authorized service and provided all requested information, including photographs documenting the failure.

The authorized service team visited my home at a mutually convenient time and inspected the machine on-site. During the inspection, the technicians confirmed that the door gasket had detached, was visibly deformed, and showed clear physical deterioration. Following instructions received from LG, the service technician temporarily reinstalled the gasket and tested the machine. However, due to the visible deformation, the gasket leaked water. This leakage was documented both in a video recorded by the service technician and in records requested by LG headquarters. The findings were also officially documented and signed on the authorized service report.

Despite this documented evidence, two days later the service center informed me that LG headquarters had rejected the recommendation to replace the defective gasket free of charge. I was told that the repair would not be covered under warranty and that I would be required to pay approximately $183 for the replacement. According to the service representative, LG claimed that the problem resulted from improper use and suggested that we had not followed the instructions in the user manual.

I strongly reject this allegation. I have been using LG washing machines for approximately 25 years and am well aware of proper washing practices. Items such as socks and undergarments, which could potentially affect the gasket area, are routinely washed inside protective laundry bags purchased specifically for that purpose. I have always used the appliance carefully and responsibly.

Unfortunately, this is not the first time I have encountered a similar issue. In the past, the same authorized service center in Adana refused warranty coverage for a gasket problem on my previous LG washing machine and requested payment for the repair. At that time, I was forced to purchase the gasket myself and arrange a separate installation at my own expense.

What makes the current situation particularly unacceptable is that this washing machine is still under warranty, and the service report, photographs, and video evidence clearly demonstrate that the gasket became deformed and detached on its own. Nevertheless, LG has labeled the issue as user error without conducting any independent expert assessment, technical examination, or objective review of the documented evidence.

LG Türkiye offered a discounted repair fee, but I declined because I do not believe I should bear any cost for what appears to be a manufacturing or material defect. My request is straightforward: either the defective gasket should be replaced entirely free of charge under warranty, or the washing machine should be replaced with a new unit.

I ask LG to correct this unfair decision, honor its warranty obligations, and resolve my complaint without placing responsibility on the customer for a defect that has been documented by its own authorized service network. If a satisfactory resolution is not provided, I intend to pursue all available consumer rights through the Consumer Arbitration Committee, CIMER, and other relevant channels, supported by the service reports, photographs, videos, and written communications related to this case.

As a customer who has chosen LG products for many years, I expect the company to stand behind its products, support its customers after the sale, and protect both its reputation and customer satisfaction by resolving this matter fairly and without additional cost.