Pretty much everything else could be done differently:
- Calling in a warranty claim involved going through a troubleshooting script that wanted me to do things that my fridge could not do. LG needs to get their documentation in order so that their call center staff can at least approach being useful.
- LG punted me to an authorized service center first thing. I'm in the Bay Area which should, IMO, be a large enough market to have sufficient LG direct staff. LG needs to hire more repair staff.
- The third party ignored me for a few weeks and then I started making noise in LG's general direction. LG probably needs to up their warranty rates to entice third parties to actually service these calls.
- LG finally sent one of their techs out. He called me, I described the symptoms and the temperature graphs to give him an idea of what's going on. He finally admitted that he didn't have ANY parts for this fridge on his truck. So I told him to order what he thought needed. That took about two weeks. On his first visit he identified more stuff he wanted to replace so that took another few days because the west coast distribution center didn't have the parts and he missed the cutoff for the east coast center. LG needs to get their American logistics in order.
- LG pushed really hard to get the tech out here ASAP even though he had some idea as to what was wrong and was in no position to fix anything. LG ought to stop relying so heavily on useless metrics.
It's been a long enough time I don't remember the precise symptoms and I've no idea what actually failed beyond a thermistor so it's impossible to suggest engineering improvements. However I think LG ought to work on training their own techs to get their diagnostic skills up to snuff.
Although I'm pretty sure it's not one of LG's horrific linear compressors, I suspect the compressor failed or there was a refrigerant leak. Unlike the above poster I've working knowledge of automotive A/C not small appliances. In a car the refrigerant will carry the lubricant, so a refrigerant leak can indeed cause problems as the compressor eventually runs dry. For all I know the fridge's compressor uses an oil free design and failed for other reasons. I think the tech checked temperatures at the condenser and was happy with that – but remember unlike on a car refrigerators have no ports to check pressures. That's crucial in diagnosing problems, so techs are kinda flying blind here.
If the problem was with the sealed system then the solution is: LG needs to engineer their fridges properly. Fixing the sealed system in the field is something you can do (except for the yoder loop in the insulation) but it takes time and skill, things that most techs don't have. Basically those repairs won't last. Working with aluminum (welding, brazing, soldering) is tough, although I think LG is moving to using fancy compression fittings for repairs.
If it's basically anything else they need to again work on training their techs to diagnose these things properly.