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CB Consumer Electronics LG Electronics Complaints #562-581
LG Electronics

LG Electronics review: poor services

S
Author of the review
11:49 am UTC

Summary:
--------
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:
--------
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:
------------------------------------------
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.

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