I am an American living in Spain who was looking for a DVD player with a hard drive to record programs while I am at work. Besides a programmed record mode (necessary to record when I am not at home), I was looking for a machine capable of recording in 2 languages (in Europe, many American shows are shown in translation, but a second audio channel offers the English audio feed).
The LG 497H DVD player with hard drive seemed to fit the bill. The shop assistant assured me that yes, indeed, it could record in 2 languages, and of course, it had a programmed record setting. I bought the apparatus.
When I connected my LG DVD player, I found that it was capable of recording in English when I manually hit the record button. But, I could NOT record in English when I programmed it. After 2 days of configuring and trying every possible thing I could think of to get it to record in English using the programmed recording mode, I gave up and decided to contact customer services. I originally planned to do this by telephone, however, LG's customer service number in Spain is pay-to-call number (similar to a 900 number rather than an 800 number in the USA). Therefore, to contact LG's customer service by phone, I needed to pay, even though the headquarters are in my own city, Madrid.
Instead, I chose to send an email. After all, I had only one simple question. Specifically, "I can record the second audio channel manually, but I cannot get the DVD player to record in English when I program it. How does one accomplish this?" I DID NOT HEAR BACK FROM LG FOR 13 DAYS!
13 days later, I received an email, describing how to record in English manually, but not answering my question as to how to accomplish this with a programmed recording. I decided to pay the "LG customer service telephone ransom" and coughed up the money necessary to contact LG Spain by telephone. After a few minutes, a technician gave me some shocking news. The LG (RHT497H) DVD is capable of recording the second audio channel, and is capable of programmed recording, however, the 2 features do not work together — meaning that programmed recordings (unlike manual recordings) can only be made of the primary language. This is to say, it is impossible to program the apparatus to record the English audio feed!
I could not believe my ears! Why would an electronics company make a programmable DVD player capable of recording 2 audio feeds, but neglect to allow for programmed recording of 2 audio feeds? I did not have a good answer, but since the DVD player was incapable of performing the function for which I had bought it, I decided to return it. When I arrived at the store the next day, they informed me that my 15-day return period had expired, so they could not help me. I would have to contact LG.
OK. LG's DVD player (RHT 497H) surely has a design flaw. Add to this the fact that LG's 13-day delay in answering my simple question meant that I could no longer return the apparatus to the store where I had purchased it. I figured this was an open and shut case. I would write an email explaining my problem with the device, and how LG took nearly 2 weeks to answer my question, and I would get a refund, or an exchange for a DVD player that functions properly (capable of recording English and Spanish audio feeds when programmed).
I wrote LG Spain two more times explaining my problems.in both emails I asked for a refund or exchange. Both responses took over 1 week to arrive. Both described how to record in English manually, which was no help, since I needed to record in English when not at home. Neither response even mentioned my request for a refund or exchange.
Since my emails were proving futile, I decided once again to "pay for the privilege" of contacting LG's Spanish customer service department. I explained my case in my best Spanish, how the machine did not perform the functions that I needed, the delay in responses to my emails, and how this delay meant that I could no longer return the machine.
The polite operator told me she would speak to her superiors about my case, and contact me in the next few hours. She did, but not with the news I wanted to hear.
Her superiors had decided that since neither the manual nor the product description on the website ever specifically states that the Dual Audio Record and Programmed Record work together, I have no case. This is not very logical. I think if one asks the question, "Can this DVD player record English and Spanish versions of the TV programs here in Spain?" and the answer is yes, and then asks, "Can this DVD player be set up to record when I am not at home?" and the answer is yes — it is only logical to assume that you can record both languages with a programmed recording.
I then asked about the 13-day delay in answering my question. When I wrote the original email, I had no idea that I could not record in English with a programmed recording. I thought that LG's customer service department would tell me how to configure my menus to do so. That this was an impossibility never entered my mind. Therefore, I was not in a rush to return the device. However, LG's 13-day delay in answering my query meant that I was stuck with a DVD player that was of no use to me. Since LG's shoddy customer service caused me to be unable to return the DVD player, could they at least help me exchange it for a model capable of recording the way I need it to?
The receptionist told me all she could offer me for the delay were her sincerest apologies. I was flabbergasted! I asked to speak to her superior, so I could try to explain my situation. She told me that there was nothing her superior could do for me either, and refused to put me through.
So, the LG RHT 497H was designed poorly. This is to say, some engineer thought it would be a good idea to allow for dual language recording, and a good idea to allow programmed recording, but overlooked completely the fact that someone might want to use the 2 features together.
And, LG Spain's Customer Service Department took nearly 2 weeks to answer a simple question, which resulted in my being unable to return the poorly designed product.
And, despite my having pointed out both the design flaw, and the poor customer service which has caused me such trouble, LG has begged my forgiveness, but refused to help me!
For any foreign resident living in Spain looking to by consumer electronics equipment, learn from my experiences. If you think you might need to use the customer service department, you would be wise to choose a company other than LG España.
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