For many Kenyan households, after-sales support is still a frustrating maze of unreliable technicians, substandard parts, long wait times and wasted weekends hauling bulky appliances across town.
LG is betting that this experience doesn’t have to be the norm.
With the launch of its Best Care Trailer, LG is using mobile service units to rethink how after-sales support works in Kenya. This shifts it from reactive, inconvenient and risky to proactive, accessible, and trustworthy.
After-sales is broken
Kenyans spend a lot of time researching specs, prices, and brands before buying appliances. But what happens after the purchase? That’s where things often fall apart.
A faulty fridge doesn’t just mean an inconvenience, it means spoiled food and wasted money. A broken washing machine means extra costs at the laundromat. And when official service centres are far away or slow, many people turn to unauthorised technicians who may not have the right tools, training, or genuine parts.
Those quick fixes often create bigger problems:
- Warranties get voided
- Appliances fail again weeks later
- Repair costs pile up
- Units get damaged beyond recovery
The true cost of poor after-sales support isn’t just financial it is time, stress and trust.
Enter LG’s Best Care Trailer
LG’s answer to this system failure is mobile.
The LG Best Care Trailer is a mobile service unit that brings certified LG technicians, professional diagnostics and genuine OEM parts directly to where customers are.
LG officially launched the Best Care Trailer in Kenya on September 4, 2025, but the idea builds on a longer history. The company has been running mobile care and delight service buses since 2010. It offers routine service, repairs and outreach in towns where access to service centres has traditionally been limited.
What changes for the customer?
Once the Free Routine Service is activated in a region, LG assigns dedicated technicians on-site for both carry-in and in-home repairs. The target turnaround time is within 24 hours, which is a big deal in a market where appliance repairs can take days or even weeks.
Here’s how it works in practice:
- Microwaves & audio products:
Customers bring them directly to the Best Care Trailer for same-day service. - Bulky appliances (fridges, washers, TVs, etc.):
Customers book via LG’s call centre or at the trailer station for in-home repair scheduling.
For out-of-warranty products, LG waives diagnosis, home visit, cleaning, demo and labour fees. Customers only pay for any parts that need replacing. And yes, all LG appliances are eligible for the service.
In a competitive market where specs and prices are increasingly similar, the brands that win are the ones that:
- Reduce friction after purchase
- Build long-term trust
- Protect the customer’s investment
By bringing service closer to the customer, LG is flipping the old model on its head.
It also opens doors in smaller towns and rural areas, where access to authorised repair centres has always been a barrier. According to LG, the goal is to use the mobile service to build trust, loyalty, and positive word-of-mouth across Kenya and East Africa at large.
LG’s Best Care Trailer shows what happens when a brand treats service as seriously as the product. And if competitors are paying attention, this could push the entire industry to raise its game.
For now, LG customers can contact the Best Care Trailer team to find out when the mobile unit will be in their area:
📞 0800 54 54 54
💬 WhatsApp: +254 700 545 454
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