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rhsauer

Unsatisfactory Warranty Service Experience with LG

Question

I have an LG OLED C6P that I bought in January from Best Buy for a handsome price.   About 10 days ago, a vertical line of pixels went dead (black), with one pixel in the middle of that line glowing bright green.  I called LG's customer service line and they referred me to an authorized repair shop near my home.  The repair shop asked for pictures of the TV, the flaw, the sticker on the back with the serial number, and my receipt, all of which I sent to them at that time.  After waiting for several days, I called the repair shop and was told that the part they needed (a new screen) was on backorder with no ETA.  

I then called the LG customer service line again and asked if there was an ETA on the new screen and was told "no."  I asked for a replacement TV and was told that I needed to speak with a supervisor.  I asked to be transferred to a supervisor, who confirmed that there was no ETA on the part they needed and that they could not arrange for a replacement TV without going through a long and involved process that sounded like it would take weeks with an uncertain outcome.  

I told her that I felt that this entire experience was unsatisfactory -- that LG had my money (not a small amount) and all I had was a broken TV -- and that LG should accommodate their customers.  She responded that LG did not have my money because they didn't sell retail -- the store I bought the TV from had my money.  I replied "Really?  This is an LG TV, under warranty from LG, and you're going with that argument?" -- and she cut me off, saying repeatedly "I'm not going to argue with you, sir" -- and then hung up on me.

I called LG again today, and was told the part is still on backorder with no ETA.  The customer service representative said I should call again tomorrow.  LG has never once called, emailed or otherwise reached out to me about this.   At this point, I'm on my 10th day of looking at a broken TV with no idea when (or even if) LG will honor their warranty.

I'm writing this post simply to let other people thinking of buying an LG product about this experience so they can figure this into their purchasing decision.

 

 

 

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