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Rating: 1/5Terrible customer and warranty support. Avoid this company AT ALL COSTS!!!!
This review is from: LG 65UB9800 65" Class 4K Ultra HD 2160p 240Hz 3D Smart LED TV w/webOS
Pros: Good if you never encounter any issues.
Cons: This is a review of warranty and customer service of LG. We are having terrible experience getting LG 4K TV repaired under manufacturer warranty. Review is for last year’s 65” model 65LA9650, but since review is for customer support, it applies to any LG product since you’ll be dealing with the same people.
Originally we were happy with this TV, and even left 5 star review back when in was originally purchased in holiday season 2013. However, this summer we started to experience vertical grayish lines going across the screen in few areas of the screen. The defect was mostly visible on pale colors, with videos such as sports or nature. It was also especially visible and causing distraction to the viewer when picture was moving around, creating an effect that something is sticking to the inside of the screen.
We called LG for warranty support. LG sent technician to our place where he identified the problem, and ordered replacement panel. After the panel was replaced, the issue became worse. Now instead of few grayish lines in the screen, we had full array of them covering nearly every spot. It appeared LG has replaced one defective panel with another. LG technician right away told us that since the panel was replaced, that was the ultimate fix. We of course requested further service. LG technician started to agree that problem needs to be continued to be worked on, but requested we call LG customer support to have second panel replacement approved or for possibility of getting replacement TV. We haven’t received either.
LG customer support line has few tiers of support. The first tier, which picks up nearly instantaneously, are very basic support where it seems LG has hired bunch of 16-18 year olds. Not a single time I got to speak to anyone knowledgeable or even anyone with mature voice at this level. For problem like ours, we were always transferred to so called VIP line. But to even speak to someone there we were constantly on hold for 20 minutes to 1 hour. On few occasions call was dropped or the person picking up accidently ended up hanging up the phone, and not a single time anyone bothered to call back prompting us to call again and go through painful process.
Originally, we were told we would be contacted by Resolution Center within 3 days that takes care of long standing or repeated issues. After we haven’t received a call within a week, I called back and talked with a supervisor. I was told that they don’t have any Resolution Center I was told about, and this is support line to deal with. I was also told that they weren’t planning on calling us since technician informed them that the issue was fixed. I said that is impossible since technician confirmed issue still exists and actually has gotten worse. They said they would find more info and call us back. No one has called.
Other Thoughts: Second technician also identified and agreed the issue was there. Took multiple pictures with his cell phone and sent them to his manager. However, the issue is hard to spot on cell phone camera, and much better visible in person. On a side note second technician has suggested that even if we get replacement panel approved, it could likely arrive with the same issue as LG has bunch of refurbished panels with similar issues floating around. We replied that this was in no way acceptable for expensive 4K TV.
After we call LG again we get told the same thing, issue doesn’t exist. The findings were based of cell phone pictures however, that were reviewed by the management. Their own technician’s opinion apparently doesn’t matter. We complained again and tried to escalate further with management. In meantime we took a video of the issue with high quality camcorder and forwarded it to them.
None of this helped and they only agreed to send in technician again. We also have 55” same model TV that was located at different address, and that TV has flawless picture. For next technician visit we decided to bring the other TV over to do some side by side comparison. Technician again agreed the issue was there on 65” and called tech center and confirmed it with them. But then again ended up taking view pictures with his phone, assured that this would be taken care of, and left. Now we are again struggling and arguing with “VIP” support that claims issue doesn’t exist.
This has been by far the worst warranty and customer support experience we ever had, and we do own a lot different equipment and has dealt with various manufactures quite often. I also work in IT industry myself and in past 15 years have never encountered support to be so abysmal.
Their customer and tech support works against the customer, not for it. They will go great lengths to prove customer wrong, make dubious claims, escape their responsibilities for addressing issues under warranty and even provide decent customer support in general.
AVOID this company at all costs. You can go with any other major manufacturer and be in safer hands, even if there are issues you can push to the management and get things resolved, with LG effect would be opposite.
It has been 3 months of struggle with warranty about to expire and no resolution in sight. LG has only managed to make the problem worse. We will be filing complain with BBB, and also hiring independent TV repair analyst to perform investigation and then taking LG to court. If you want to avoid this terrible experience after spending your hard-earned money on their products, go with different brand. My family, my work colleagues and I will never make the same mistake again.
21 out of 33 people found this review helpful.
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