PEACE OF MIND IS PART OF THE PURCHASE: NEW LG CANADA SURVEY FINDS AFTER-SALES SUPPORT SHAPES APPLIANCE CHOICE
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More than nine in 10 Canadians say customer service or warranty programs factor into appliance purchase decisions, while 77 per cent say strong customer service support would make them more confident buying from a brand
News Summary:
- A new LG Canada survey finds 92 per cent of Canadians say a brand's customer service or warranty program factors into an appliance purchase decision, while 77 per cent say they would feel more confident buying from a brand known for strong after-sales support.
- When service is needed, Canadians want certainty: 90 per cent say knowing the cost of a repair before work begins is important, and 90 per cent say being able to reach customer support quickly, without a long wait, is important.
- LG CareQ is built around those expectations, combining personalized support with certified LG technicians, genuine LG parts, transparent flat-rate pricing, multiple support channels and connected care through the LG ThinQ® app.
TORONTO, Oct. 5, 2026 /CNW/ -- For Canadians, an appliance purchase does not end at checkout. New research commissioned by LG Electronics Canada finds support after the sale is part of the buying decision: 92 per cent of Canadians say a brand's customer service or warranty program factors into an appliance purchase, and 77 per cent say they would feel more confident buying from a brand known for strong after-sales support.
The findings also show why that support matters when something goes wrong. Sixty-four per cent of Canadians agree they have replaced an appliance because getting it repaired seemed too complicated or expensive, while 47 per cent agree they would pay a small premium for an appliance brand that offered faster, more reliable repair service.
LG CareQ is LG Electronics Canada's dedicated customer service and after-purchase support team, designed to reduce uncertainty and give customers greater peace of mind throughout product ownership. With a connected view of the LG products in a customer's household, LG CareQ can provide more personalized support, alongside certified LG technicians, genuine LG parts, transparent pricing, multiple service channels and connected tools through the LG ThinQ® app.
"An appliance is a long-term purchase, and the experience should not stop once it is installed in your home," said Melissa Maker, cleaning expert and LG brand ambassador. "LG CareQ is about making ownership easier to navigate, with trusted expertise, clear next steps and support Canadians can turn to when they need it."
That focus extends LG's Life's Good commitment beyond the product itself, helping customers get more from their appliances through every stage of ownership.
How LG CareQ delivers peace of mind:
Personalized support for the whole LG household
Canadians also want support that understands their household: 61 per cent say it is important to have a customer service agent who understands their situation, while 60 per cent say the same of a technician. With visibility into the LG products associated with a customer's household, LG CareQ can provide more relevant guidance and recommend settings and features suited to the products they own and how they use them.
Clear, predictable repair costs
Ninety per cent of Canadians say knowing the cost of a repair before work begins is important, while 64 per cent say knowing the cost upfront is among the support features that would make the biggest difference to them. LG CareQ's Out-of-Warranty Flat Rate program provides one upfront price for common repairs, covering time, labour and parts, with nationally consistent pricing and no hourly rates.
Trusted service from LG-trained experts
LG CareQ repairs are performed by certified LG technicians using genuine LG parts. Service is supported by LG's own Canadian parts warehouse with same-day parts shipping1, helping technicians access the parts they need more efficiently.
Fast, accessible support
Ninety per cent of Canadians say being able to reach customer support quickly, without a long wait, is important, and 91 per cent expect a technician to arrive within one business week of contacting customer service. Customers can connect with LG CareQ by phone, live chat, email, WhatsApp or text by messaging *CARE to 1-587-742-2623, as well as through a sign language option offered in partnership with Asign Canada. LG CareQ also offers quick Repair Turnaround Times in major cities.
Proactive, connected care
Through the LG ThinQ® app, customers can access maintenance reminders, usage data and self-diagnosis features for a more connected support experience. The survey found 78 per cent of Canadians would appreciate clear, guided next steps if a major appliance breaks down, and 63 per cent would find a proactive alert service for potential appliance issues valuable.
To learn more about LG CareQ or to book a service appointment, visit https://www.lg.com/ca_en/support/
Methodology
LG Electronics Canada commissioned Burson to conduct a survey of 1,500 adult residents of Canada, fielded online by Leger from Aug. 5 to 9, 2026. The sample was drawn from Leger's web panel and weighted by age, gender and region to reflect Canada's population distribution according to 2021 Census data. For comparative purposes, a probability sample of 1,500 respondents would have a margin of error of plus or minus 2.5 percentage points, 19 times out of 20. All survey findings cited in this release are from this study.
About LG Electronics Canada Inc.
LG Electronics Canada, Inc. is the Canadian subsidiary of LG Electronics Inc., a global sales innovator in technology and manufacturing headquartered in Seoul, South Korea. LG Electronics Canada, with its head office in Toronto, Ontario, is comprised of three business units - Home Appliance Solution, Media Entertainment Solution, and Eco Solution. LG Electronics Canada is focused on delivering award-winning products known for blending style and technology. These innovative products include TVs, audio solutions and portable devices, home appliances, residential and commercial air solutions, computer monitors and laptops, and industry-leading OLED and LED digital display solutions. For more information, visit lg.ca
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SOURCE LG Electronics Canada
Media Contact: LG Electronics Canada, Inc., Shari Balga, C: 647-261-3603, [email protected]
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