In English for better searchability.
Dissapointment. I have had my 50' LG plasma TV for 3 months. 2 of these it has been at a repair shop, and now as it is Christmas i have been Threatened by my kids to bring it back even if it is not repaired (right picture). LG simply seems to ignore the Shops request for Technical Advice and requests for Parts.
I have been baffled by LG's negligence and conduct when it comes to serve customers and support servicepartners. I have been in the service and customercare business for many years and never ever experienced anything closely compared to this. I therefore decided to tell this story so that future customers and servicepartners could get a chance to think again, and maybe choose a brand which care about their customers.
The Story So Far. I am a ordinary middleaged audiophile which live in Norway. Some years ago I put toghether a quite astounding surround audio system. Since that time I have been looking for something to match the sound and found sometthing that suited both wallet and quality demand. The design and picture on the LG 50PC1R was appealing and I found this was the moment to spend my savings.
For 3 weeks I was very happy, but then strange pink fields stared to appear when the set was cold (left picture). They appeared in the grey tones of the picture, and was easily provocated by fiddling with the contrast control.Ater a few hours of warming up they was more or less gone. I contacted the shop which adviced me to call LG Nordic support. (norway tel 80018740). they pointed me to my closest authorized repair shop and they piked up the TV set. That was more or less the last I saw of my LG 50PC1R.
The Shop's experience:
Dalens Radio TV, Diagnosed the set with their available tools without finding any fault, The problem was clearly Visible, so they queried LG Nordic Support without getting answer. They kept the TV for 2 weeks waiting to get help to solve the problem. Reluctant to dismiss this, they forwarded the TV-set to the Norwegian main repair shop for LG,
RadioTV service, had a look at it, adjusted it found it to be ok and sent it back to me. They used a week to accomplish this. When I Turned the TV on , it was obvious that the TV was worse than ever, and should never have been returned unrepaired. On the phone RTS told me that it was difficult to get tech details from LG.
STRAX got the TV November 21st, On the phone they told me that it would be no problem getting the tv fixed by christmas so I let them have it... 2 days after they got the TV they told me that they had to replace the panel, and that it usually took 3 days to get parts. It looked promising to get the Set back before december. I called from time to time, and they told me that they were frequently trying to get the right partnumber and some techical advice from LG After a lot of phonecalls i got frustrated that LG never answered their servicepartner and contacted LG Nordic directly. They of cource put the blame on the servicepartners, all in all they seemed to be relatively uninterrested in the fact that I have been without my expensive tv set for almost 2 Months. The service representative at LG Nordic tried to organize a replacement set , but even with this long service history this was dismissed by the LG service manager.
Christmas eve is due in two days, and I already get an evil eye from my kids wondering if there will be a TV set in our living room for Christmas. My hopes of getting "any value at all" for my money before the first part of 2007 are vanishing, and I hope that readers and Servicepartners of this are reconcidering future purchases from LG.
This post will of course be updated on any new development
LG TV support .Poor service level,Problem support
Viser resultater 1 til 6 av 6
12-21-2006, 22:06 #1
Support Negligence and careless attitude by LG Customer Service. My experience
12-22-2006, 17:16 #2
Har lest om VELDIG mange svensker på minhembio.com sitt forum som er utrolig misfornøyd med LG Nordic sin serviceavdeling og kundeservice også... Så det er vel ikke no nytt...
12-22-2006, 18:33 #3
Man bør nok ikke være så 'snill' og overbærende har jeg skjønt etterhvert. Jeg har vært i noenlunde samme situasjon selv, og fant ut at man kommer ingen vei ved å være 'snill' og bare vente. For meg tok det riktig nok 'bare' fem uker, men surt var det uansett. Man har visse rettigheter når man kjøper noe i Norge. F.eks. skulle du jo hatt en midlertidig TV når det hadde gått én uke. Dette står i Forbrukerkjøpsloven.
Så skulle du vel også kunne ha krevd å få hevet kjøpet/fått helt ny TV istedenfor at de skulle reparere den. I mitt tilfelle (Sony) var det også rot og sommel med delebestilling (d.v.s. veldig tungvint system hos Sony) som utgjorde mesteparten av ventetiden, men til slutt fikk jeg heller en helt ny TV (etter å ha kontaktet Forbrukerrådet).
<dato>LOV-2002-06-21-34</dato> Lov om forbrukerkjøp (forbrukerkjøpsloven).
12-23-2006, 14:21 #4
Vel. Strax sevice gav også opp å vente på deler fra LG... etter snart en måned. De synes at det var for ille at jeg skulle være julen ute tv i stua. Så de skrudde faktisk sammen apparatet og sendte det hjem til meg på "julepermisjon" selv om de ikke hadde fått reparert det. Så får vi se om det kommer noen deler utover på nyåret.
Strax ser iallefa ut til å ta hensyn til kunden. Fjær i hatten til dem.
12-23-2006, 15:35 #5
Du skulle hatt ny TV nå (egentlig for lenge siden), spør du meg.
12-25-2006, 17:09 #6
kontakt selger, og krev ny tv eller heving av kjøp.