I purchased an LG LCD/LED flat-screen television in January 2012. In late June or early July the television stopped turning on. I contacted LG and a service contractor was dispatched to repair the television. It was approximately a week between when the television broke and I contacted LG and when it was repaired. During the week of October 1st through October 5th the television broke again (the brightness level began flickering and an intermittent blue bar, approximately 1/5th the width of the screen, appeared vertically down the side of the screen and I do not recall exactly which day the problem started).
I again contacted LG and again a service contractor was dispatched to repair the television. The service technicians arrived on October 10th, at approximately 1pm, and again repaired the television. Shortly after they left I found that the television would go blank after it had been on for a while. The length for which the picture would remain on varied, but it seemed to last longer if the television had been turned off for a while. The blue light in the lower right-hand corner remained on (it didn't turn to red) so the television was on, but there was no picture or sound.
I called the service contractor who stated they would need to order a part (the contractor returned and tried to fix it with what they have but the problem remained). I then contacted LG to report the problem in order to make sure it was documented and to find out exactly how many times I would have to go through this before LG would admit they sold me a defective television and send me a new one.
I found my experience dealing with LG's customer service to be extremely frustrating. The representative who I initially spoke with, **, was unable to assist me so I asked to speak with a supervisor. The supervisor I spoke with, whose name I cannot recall, seemed to be determined to do anything except assist me. I asked her how long this was going to go on, how many times I was going to have to go through the aggravation and inconvenience of having my television broken before LG would take responsibility for the lemon it sold me.
The supervisor seemed determined to place the blame on anyone except LG (me, the service contractor, the retailer, Amazon), anyone except the company who actually manufactured the defective product. She kept insisting (in a deliberately obtuse manner) that she "cannot predict the future." I wasn't asking her to predict the future, I was asking her how much aggravation and inconvenience I would have to go through before LG would provide me with the product I paid for: a functioning television.
Since the first supervisor seemed to be deliberately refusing to assist me, I hung up and waited a couple of hours so that I would not be furious when I tried again. Once I had calmed down I called back to LG's customer service phone number and asked to speak with a supervisor. I spoke with ** who was just as unhelpful as the first supervisor I spoke with. I asked ** to have the part that the service contractor needed shipped overnight, so that they would be able to return and fix my television the next day, October 11th. ** refused and again attempted to shift responsibility for rectifying this problem to anyone other than her.
She stated that shipping was between the service contractor and the parts department, and when I asked her to contact either or both to ensure that the part would be here the next day she refused. I asked her to connect me with the parts department, so that I could speak with them about having the part shipped overnight, and again she refused. She informed me that the parts department does not converse with anyone as unimportant as the consumer.
I then wrote a letter to LG explaining the situation and how upset and frustrated I am by it. In response they sent me several "canned" form letter type responses that did not help, in any way, in resolving the problem. I called the service contractor on the Monday following the most recent breakdown, October 15th, to see if they had even received the part and they had not. They contacted LG's parts department and were informed that the part had been shipped "recently" and did not have a tracking number. Since they ordered the part on the previous Wednesday I do not know why it would only have been shipped "recently" on Monday, six days later.
I continued to write to LG, requesting that my letter be forwarded to someone in a position of authority, and was continually assured by the customer service team that no one in authority is interested in resolving this problem, so they would not bother them with my letter. I was, after a week of back and forth correspondence, eventually offered a 3-month extension of my warranty.
When I responded that, at the very least, considering all of the time I have spent and inconvenience I have been put to as the result of their having sold a defective product (and the fact that I no longer have any faith, whatsoever, that this lemon will continue working for more than a few months at a time) I would like them to extend my warranty for a full year I was told that they couldn't possibly extend my warranty by a year because they don't offer extended warranties. So they can extend the warranty by three months, even though they don't offer extended warranties, but not by a year, interesting.
I am now stuck with a lemon of a television that I expect to start throwing sparks or performing some other interesting trick at any time, and which LG refuses to replace. All-in-all, LG's response to this matter has been terrible. If you are planning on purchasing any electronics in the near future I would strongly advise you to avoid LG products at all costs. The frustration you will experience and the time you will spend trying to get your product to work will not be worth it in the long run, I can tell you this from personal experience. LG's complete and total refusal to accept responsibility for their products is maddening.
HONG KONG -- I had purchased a 'LG' TV (Model:26LG30R-TA) in the Fortress shop (Hopwell Centre-Hong Kong) on 1st Feb 2009. The TV was delivered to my house on 7th February 2009. During the last Christmas in 2011, my LG TV was malfunction and there was no picture after I switched on. In many occasions, I had to wait for more than 15 minutes before the picture became visible. I thought it was due to humidity, therefore, I did not contact the 'LG' customer service center (tel:(852)3543-7777) until 30th January 2012.
When I explained to the LG staff about my TV's problem, the staff did not log my compliant or asked for more details or referred to the Repair Section to rectify the problem. In stead, the female staff asked me to provide the receipt of my TV. When I told her that I had lost the receipt, she simply told me to copy the model no. of the TV set and serial no. at the back of the TV set and asked me to approach Fortress to get a copy of the purchase invoice.
As I had to work on the week days, therefore, I had waited for a few days and visited the Fortress Shop on 4th Feb 2012 to request a copy of the purchase invoice. The staff from the Fortress Shop after checking with the computer record and told me that the warranty of the TV was expired on 2nd February 2012 (two days ago), as the warranty period for my TV is for 3 years.
I had contacted the Customer Service on the phone immediately to explain the situation. The staff from LG insisted that the warranty was expired and later a male staff call me to inform that he could arrange someone from the Repair Centre to check my TV without charge. After the repair technician checking my TV and the Repair Centre contacted me to inform that there is no spare part to repair my TV.
After I had waited for a few days without any further information from LG Customer Service, I had decided to call them. Unfortunately, one of their staff insisted that they do not take any responsibility, as my warranty was already expiry. I had sent a letter to the Consumer Council (Hong Kong) to seek help from them with the following reasons.
When I reported the problem, if the Customer Service Staff handled immediately, my TV would still under the warranty period. The warranty policy was not clearly stated to the customers, as I purchased the TV on 1st Feb 2009 and they delivered to me on 7th Feb 2009. The 3 years warranty period should be counted from the date of delivery and not the date I ordered the TV set. When LG sent a technician to check my TV, that gave me an impression that they had admitted the responsibility to fix it, otherwise, they should sent him to inspect my TV.
Few weeks ago, I received a call from Consumer Council and a gentleman told me that LG is willing to replace a similar TV set to me, as the one that I purchased was out of stock. I was very happy about the arrangement, unfortunately, after one week I received another call from Consumer Council that LG has changed their mind and decided not to replace my malfunction TV. I am preparing to take legal action and bring the case to the small claims tribunal. I am happy to share the outcome at the later stage. Kind regards.
ENGLEWOOD CLIFFS, NJ -- LG Plasma Televisions... BEWARE!!! For anyone considering purchasing any LG plasma television, please read this very carefully. My name is **. I had a very horrible experience with LG. I spent nearly $5000 on a 50PY2DR set. Within 2 years of use, if you want to even call it that, it was broken. Keep in mind that I own numerous televisions and, this set was barely even used. I contacted LG with my concern and, they offered to pay for the part/parts and I would foot the bill for the service. Naturally, they chose the cheapest way out and only replaced the Y-board.
Shortly after this horrific experience, after my floors were scratched to hell, lo and behold... the television was broken again. This time it was outside of the warranty period. LG recommended one of their repair places near our home in Greenwich, CT. The technician was kind and astute enough to inform me that an improper repair was done originally which caused the TV to break again. Both boards were supposed to be replaced, not one. LG figured they would take the cheap way out. I would have to come back to them in the future when my TV broke again in a short period of time.
DO NOT deal with this company. They are NOT REPUTABLE. Their customer service agents in Huntsville, AL are idiots with barely a pulse. I WOULD NEVER, EVER purchase one of their products ever again. In fact, I wouldn't even take one for free. They DO NOT care about customer retention. They are merely interested with making an initial sale. Bottom Line: Their products are sub par... in fact, they suck!!! Management should review their customer experiences. I understand that the Koreans really do not care about customer retention. Their interest lies only in making a sale. BEWARE!!! My serial number is 508KCUK2H958.
I would like to start by thanking LG for swindling me into purchasing, what I thought was a great TV. After one year almost to the date of me taking it out of the box it crapped out on me! I brought it in to get fixed, where I was expecting to have it repaired at my expense, as the warranty was about a month overdue. I was fine with paying to have it repaired, because I actually liked the TV. But I received a phone call from the service center saying, the whole screen was toast and the repair cost was the same as a new television.
I was informed that LG "customer service" might be able to work with me and extend the warranty due to the extent of the repair. I was told to give my proof of purchase and that the warranty department would be happy to work with me to get my TV fixed, that made my day! Two days later I was notified, by a supervisor, that they were not going to work with me on my problem, and that I am a proud owner of a one-year-old 50" $2000 disposable piece of LG trash! GREAT!!! First-hand heads up if you have a year to live by LG electronics, as that is as long as they last!
ASHBURN, VIRGINIA -- I've had my LG 42LB1DR-UA LCD TV for 2.5 years now, and I'm generally very pleased with it, especially the built-in DVR feature. It did recently have a common power supply failure however. I've noted that others have commented on the same topic, and wish to suggest a method to prevent a recurrence. I'm an electrical engineer, and looked over the failed power supply board on my unit. The failed parts are obvious: under-rated electrolytic capacitors that bulge out when they fail. The problem is that LG design engineers did not properly de-rate the components selected... the breakdown voltage rating is too low for the application.
Replacing the electrolytic caps (1800 uF 16V and a few smaller ones nearby) with the next standard size (1800 to 2200 uF at 25V, etc) will probably prevent this problem, though one might need to get creative in order to get the larger parts to fit on the board. While the set was open, I also noticed that the DVR disk drive is a common Seagate SAS/SATA 160 GB unit... it can easily be upgraded to 320 GB. Something to think about after the warranty runs out. :-)
SAN DIEGO, CALIFORNIA -- I'm on my 4th power supply unit in 2-1/2 yrs, @ $172.45 (part only) online replacement price for a TV that cost over $3000. LG refuses to acknowledge either quality control or design problem with their power supplies. The first two were within warranty but now all LG responds with is "Out of Warranty". I also own a new Kenmore refrigerator (made by LG) that has already had to change the power unit in it to meet original advertised energy savings. What is up with this company? I will never buy another LG product and I recommend you do the same.
I bought an LG LCD HDTV in September 2007 at a cost of $850. In October 2008 the motherboard was fried. After paying a $108 diagnostic fee, I was quoted $850 to repair it. LG agreed to repair it for free. In October 2010, the TV has more motherboard issues. LG quoted a $75 diagnostic fee but will not cover the repair or parts. The supervisor I spoke with explained that with higher technology and more computer parts there is a higher chance of malfunctions. I have a 15-year-old Magnavox that has never had an issue.
Warning to all those who purchase LG electronics; They Sell Lemons and they claim no responsibility or accountability for their faulty products. Needless to say, I will never purchase another LG product and will not recommend one to anyone I know.
My LG 42" Plasma TV failed within a couple years of purchase because of a board failure. LG won't warranty repair TVs over a year old. Well, someone filed a class action against LG in the New Jersey federal court (Newark) for defective LCD and Plasma TVs. I found the information when I googled "LG class action."
Less than 3 years old and a circuit board went out. Television repair shop called me to tell me that the board was $380.00 which was more than I paid for the television. I contacted LG and they just blew me off telling me that the television was out of warranty. Well if it is only going to last less than 3 years, I will NEVER purchased anything in the future with the LG name on it. Companies today don't have a clue on how to keep their customers happy.
I was very surprised that the power source could go bad on a LG TV I bought in 2005 that was a bedroom TV with minimal use. I purchased two LG's at the same time and the other one gets primary use and is fine. LG customer service tech that I had online contact with was not at all helpful. It seemed almost as if he was not interested in helping from the time I got into the chat room.