LG Electronics

$3000 and 3 years later fridge died. 2 Appts made by LG for technical support by company called A&E who didnt show up for either appt. 2 Days of my time wasted. LG sent a compressor and dryer to my house (guess they must have had a clue as to what had gone wrong) for the A&E repair person. They're still lying in my hallway. When is LG management going to take responsibility for their products. They're hiding out and uncontactable. We are fobbed off by their pleasant customer service people on a daily basis. Never, never, never again will I buy an LG product. I look forward to seeing this company go out of business. There really should be a class action suite against them. The more I read about their failing refridgerators, the more I realize this has affected people across the country.

Summary:
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Bought a LG 75" TV from COSTCO on July 05th, 2018. After only 4-month of use, the TV broke on Nov 06th, 2018. It has been 6 weeks since and I still waiting for the Technician to come out and fix the TV.

Details:
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11/06/2018:
* My husband contacted LG for warranty repair on my LG 75" TV (purchase date: 7/05/2018, two-year warranty). The customer service rep created Case# [protected] and pointed John O. (Technician) to our case and instructed us to wait for his phone call.
1-week later on 11/13/2018:
* Technician contacted my husband and instructed him on the phone to go through troubleshooting process. After ~30mins, he said he know what the problem was and he will order the parts to fix it.
11/19/2018:
* TV Parts arrived at my house. With multiples unsuccessful phone calls attempted and finally the next day, my husband was able to contact the Technician to let him know that the parts have arrived. He told my husband that he won't be able to come out to our house until Nov 26th.
11/26/2018:
* The Technician didn't show up and my husband couldn't contact him at all. The next day, he called back and told my husband that he was busy and he would like to reschedule until Nov 27th.
11/27/2018:
* The Technician came out to look at the TV. He told us that he won't be able to fix the TV until he opens the Ticket with Tech Support. Then, he was on the phone with them for ~1 hour. After back-and-forth conversations between them, the Tech Support advised him that he won't be able to fix the TV because the LED panel is broken. So, he told us that he will have to place an order for all the parts and will come back once the parts arrived.
12/04/2018:
* FedEx representative contacted my husband to schedule a delivery time for the LED panel due to freight item. We want the TV to be fixed as soon as possible so we've scheduled the time to pick the item up ourselves at FedEx Hub on the same day. Then, my husband was able to contact the Tech and scheduled an appointment with him on Dec 06th. This is the only day that the Tech is available so my husband ended up take a day off from work just to accommodate.
12/06/2018:
* No show again so, my husband called Customer service just to find out that the Technician was out sick and will be taken off the rest of the week. So, he requested to have another Tech but the customer service rep told him that no one is available.
* I called Customer Service back and requested to have another Tech to assign to our case. The rep (Jay) then told me that he has to contact the Technician to close out the ticket first, then it can be assigned to a new Technician. After on-hold for ~30mins, he came back and told me that there is no point get another Tech since one TV's part that we need is currently on back-order and won't be available until mid-Jan, 2019 for the TV to get fix. So, I told him that I would like to speak with his supervisor to escalate this further. After another 30mins on-hold, I was able to speak with the supervisor and then he told me to submit the receipt for them to review the case to see if we are qualified for a full refund or a new TV.
* My husband submitted the receipt at 2pm on the same day. Then, I called customer service back to see if they have received it. The rep told me that they have the receipt and proceed forward to the Processing Department which will take 5-7 business days.
12/10/2018:
* I called Customer service to see what is the status on the case. Luckily, I did because the rep told me then that I need to submit a more detail receipt. So, I asked her why they didn't tell me this last week when I submitted the receipt. She gave me no explanation.
* My husband requested a detail receipt from Costco and submitted on the same day.
12/12/2018:
* The Technician (John O.) contacted my husband and wanted to schedule an appointment to come out and fix the TV. According to him that we should have received all the TV parts. However, the last part we received which was the LED panel that we've picked up from FedEx Hub on Nov 04th. NO NEW PART was sent to our house.
* I called Customer service to ask what was the mix up and if what the Tech told us is true then the representatives have been lying to us all these times since they told us:
1. No Tech is available
2. Can't assign another Tech
3. TV part is on back-order
4. Submit receipt for an approval to be refunded
So, the rep could not explain it to me and so, I requested to talk to an Executive Service Rep. After 30mins on-hold, an Executive Service rep then told me that based on LG online update, we should have received all the parts and she went on to tell me that my request for refund or new TV will be denied. She advised us that we should wait for the Tech to come out and fix the TV and that is our only option at this point. They offer me no other option but to wait whenever the Tech is available. This is NOT GUARANTEE that the Tech will be able to fix the TV.
Now, here is the problem. We spent a lot of money of this TV and it is still under warranty since we just have it for 4-month. On top of that, we have been paying for cable TV more than a month without a TV. Moreover, it is very difficult to have all the TV (breakable) parts in the house with two young kids. We have no room to keep it and it is currently sitting in our Family Room which is the only room is big enough for our kids to play. Also, we plan to have a Christmas party at our house and currently no TV and no space to host the party.
LG is a big company and they should be responsible for their faulty products and their words under warranty and care more for the customers. We have continued to be patient with their process and they are still tagging us around with no concrete resolution in sight.

Consumer's Desired Resolution:
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We would like to get a replacement LG 75" TV or just give us back the refund so we can get a new TV to use. We have already suffered for over a month without a TV and no place for the kids to play.

I have a model 50PK950 LG TV about 5 years old. It developed a problem
of turning itself off after about 5 minutes. I called the LG customer service
department [protected] on January 29th and paid $260 (contract [protected]) to have the set repaired. A service repair has yet to occur. LG has scheduled 4 different times to come and repair the set - Feb 2, 6, 9 and 12 and no one ever showed up. The company has customer service reps (over seas guessing from their accents) that don't seem to have a grasp of reality. They (LG) schedule their vendor repair companies for times that the companies don't even know about. A total boondoggle. I have wasted several days off work waiting for these repair men who never come. I finally cancelled the service with LG and am hoping to recover my money.

Ray

L.G. Send, a technician mid June and took my T.V. both the LG service technician and the representatives at L.G. reassure me that my unit was under warranty. The technician came on four different occasions to my place of residence. The first time he came he said that there was a problem with the main board on the unit and that he was going to order that specific part that was needed to fix this issue. When the LG service technician left my residence he reassured me that the repairs were going to be at no cost to me since he said that my unit was still under the manufacture warranty. Also there is to note that I had on audio problem on the unit went the technician arrived for the first time to service my unit by the time he left there was a problem with the video and audio which happen by some sort of mystery to me. Than he tells me that the unit needed that specific part or parts now and that he was leaving but that he was coming back once the part got to him.
The second instance in which the LG service technician came to fix the issue a lapse of about a month and half went by. In the tran-course of the waiting for the parts and having no communication with LG or their certified service provider. The unit remained in my residence with the promise of the technician that he was returning to fix it soon. He came back but this time had order the wrong part so then he left and once again promised to come back with the solution. The third time he came he brought a different part, which he said he had to wait for and that the process took yet another month. At this point the technician decides to take the unit to his repair shop Risen Services LG Repair. He tells me that he is going to fix the issue for sure and that was why he was taking it to his shop. In the between time there are no phone calls or any kind of communication from either LG or their service provider. No one contacts me to inform me went the unit is going to be return to me.
As a costumer I called L.G. several times and every time they ask me if they could give me a call back or return my call. A call which they never was return. I never received a call or emails letting me know the status of my product. After being persistent and calling LG and calling the repair service and having the technician tell me that LG was going to replace my unit with another one because that specific part was in backorder one of the managers at LG in Huntersville Alabama in 201 James Record Road decides to inform me that my unit is not under warranty. The manager asked me to email her copied of the receipt of purchase. I send her a copy of the receipt via email and her response was as follows. Dear Mr. Cabrera,

I am very sorry, but I tried to speak to you on the phone, but I did not get a response. I’m very sorry to be the bearer of bad news, but the site you purchased this unit from is not authorized to sell LG products. The products they sell do not come with a warranty, and I cannot send this case forward. Unfortunately, the unit does not have a warranty. I’m sorry I could not do more to help you.

Thank you,
Christina Carroll
Executive Services Supervisor LGEAI
201 James Record Rd. / P.O.Box 240007 / Huntsville, Al 35813
p. [protected] ext.7026 / f. [protected]

After speaking with Mrs. Carroll on several occasion she proceeded to provide me with one of the worst costumer service I have ever received before from any other company. I ask her what LG was going to do to revolved this issue since one of their certified repair technician services had my unit. Her response there is nothing that we can do to help you. I asked Mrs. Carroll why both the representatives at LG and their certified LG repair services were misleading me. Note her response was that they made a mistake and there was absolutely nothing that she could do. Mrs. Carroll announced to me that since I had purchase the item online and since the webpage I purchase the item from was not one that was covered by LG that my unit now did not have a warranty. My response this was why than was everyone else in your corporation and your certified service provider telling me other wise. Her final solution to this issue was to have the unit return to me by the service provider. Note she does not guarantee that the unit is going to be return in the same state that it was before their technicians came.
The costumer service that I was faced with was appalling at it’s absolute best. I has been nearly four month since their first attempted to fix this issue. I now find out by Mrs. Carroll that the four month I have been without my product was due to my negligence I was the one the made the mistake according to her. She event went as far to insinuate that I was trying to take advantage of the warranty. Which made me feel as the costumer feelings of anguish and disrespected by the LG Company or corporation.