LG / defective sound system
On June, 2008 I purchased a 47" a LG package (LCD -TV with an audio system, from Best-buy in Markham. Few weeks later, when my children finished school I installed the system. The TV worked but the Audio system did not work. The sound was horrible, no access to the setup menu and the DVD did not work at all. I called Best-buy and I was told to call LG directly. So I called the LG customer service and they recommended that I buy new HDMI cables. I did but no luck. They kept suggesting different things but nothing worked. I kept calling the customer service (Note the LG Canada customer service they work Mon to Fri - 9am to 5pm!! and the LG USA referred me back to the LG Canada who only work when I am out at work). Anyway, my calls to the customer service continued with no luck at all. By October I was told to take the unit to a designated LG repair shop, so I did. I was told it would take a week and they will call me back when the unit is ready for pickup. But two weeks have passed and no call. I called them to find out that they were waiting for a new DVD and sound parts, and they will call me within a few days. Another two weeks and no call. I called the repair shop and found out that they have received the DVD and the Audio parts but they were waiting for a motherboard parts!! I called LG and I was put on hold for 45 minutes and when they returned back the line went off. I called again and the same thing happened on hold for a long period and when they return the line hangs up, this had happened many times. I sent a fax explaining the problem and asked them to replace the unit with a new one as I am not ready to take back a defected brand new unit.
My fax was received but no reply from LG. I sent them an email, again no reply. I talked to a customer service and asked if a supervisor or a manger to talk to me but they said no that is not possible.
However, I was informed that a new replacement unit order was issued and i will receive the unit within few days Nothing happened! I called almost every day but I get the same answer wait.
I asked if they can speed up the process so I can get the replacement unit before the new year holidays. They said they will call me. The holidays passed and here we are in January 2009 but nothing happened. Still I am waiting for my unit back. The same answer always, "WAIT...WAIT...someone will call you", but never anyone did return my call!
Since I purchased the unit I have called LG at least five times a week. Sent them e-mails, fax mailed them asked them to call me back but so far I did not receive any reply not even when they put me on hold for over half an hour and they hang the line up on me, they never call back to apologize or return my calls. I never ever had experienced a horrible treatment from any other company in the past.
I even asked them if they can provide me with a temporary working unit till my replacement unit is ready, just for the year end holidays and school winter vacation. Their answer was a complete neglect! and a big NO.
Before anyone purchases any product from LG please try their customer service and find out their treatment. also you can send me an e-mail to find out more about this unacceptable treatment, horrible service and cheap products!
Imagine you purchase a product for the summer vacation and summer ended and Christmas and new year holidays passed and winter holidays passed and you are still waiting from LG to have your system back. This is unforgettable nightmare!
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