LG Electronics
Warranties they promise but dont honor when something happens

I bought a LG tv from Bestbuy on 3/10/08. Four months later, I had a problem with it. I had sound but no picture. I thought to myself, its four months old and I have a one year warranty. There should not be a problem getting this fixed.

I called LG to report the problem in early July. I went through the whole routine trouble shooting process. It didn't work, so they scheduled an appointment with a local subcontracted tv repair shop.

I told the repair shop that I have sound but no picture, and without even looking at the tv they ordered a circuit board from LG. It didn't work, and I have the same problem. The employee from the repair shop said it had to be the front panel that is broken.

I call LG to follow up with them to find out what to do next. I also request LG to use another repair shop because of the way they do business. You always have to leave a message with them, and they will call you back. I work retail, so that's hard to answer a personnel phone call when you have a customer standing in front of you.

LG agreed to use another repair shop so I start doing business with the second repair shop. I told them when I made the appointment that the front panel needs to be replaced and the circuit board has already been replaced by the first repair shop. An employee from the second repair shop comes out to my home late July to confirm that the front panel is the correct part that needs to be replaced.

They ordered the front panel from LG, and came out to my home to replace it on 8/4/08. It didn't work, I still have the same problem. The employee from the second repair shop says the circuit board needs to be replaced. I told him that it has already been done by the first repair shop. The employee tells me that they may have installed an incorrect circuit board.

I call LG, frustrated that I want an exchange. The rep from LG says you must have 3 unsuccessful work orders before an exchange can be requested. The rep says let the repair shop do what he must do this last time. If it still does not work, LG will exchange the product.

The second repair shop comes out on 8/12/08 to install the second circuit board. The tv still doesn't work. I told the repair shop that this is the third unsuccessful work order and I am going to exchange the tv.

I call LG to inform them that the third work order has been done and failed. The tv is still not working. I request an exchange and the rep from LG says fax a copy of your purchase receipt, and a copy of all three work orders. It will take up to 24 hours for them to receive the fax. Once they get the all the information, LG will make the decision to accept or deny the exchange. The rep continues saying he does not know how long it would take for LG to make the decision.

The first time I faxed the information I called 24 hours later to confirm they received the fax. LG said they did not get the fax. I did the same the second time. I waited 24 hours, then called LG to confirm they received the fax. This time they got it, but two of the work orders were on the same sheet of paper. LG says all three work orders must be on a separate sheet.

That's how far I got so far. The tv is still not fixed. This entire ordeal has taken me over a month, and it just got me this far. There is still no resolution. I believe they are dragging this claim out till the warranty expires or they hope I give up. This is my only tv and monitor in my home, so my source of entertainment has been limited.

Company: LG Electronics
Country: USA
State: New Jersey
City: Englewood Cliffs
Address: 1000 Sylvan Avenue
Phone: 8882430000

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