LG Customer Service is appalling!

JJ_Egan

Might be worth a look on MSE see if LG are signed up to the RESOLVER service .

[Deleted User]

diamonds wrote: »

Someone recently had an issue with unauthorised replacement motherboard who eventually got somewhere, have a look round the forum, they may well be able to give you contact details.

Hello, that was me. The only email address I've got is cic.uk@lge.com, and the only phone number is the published one. You need to ask to speak to the resolutions team.

I'm having a problem with them still, as i've returned my phone to get it 'fixed' (after the wrong mainboard was installed) but they can't give me an update of progress and they've had it for two weeks.

diamonds

ringo_24601 wrote: »

Hello, that was me. The only email address I've got is cic.uk@lge.com, and the only phone number is the published one. You need to ask to speak to the resolutions team.

I'm having a problem with them still, as i've returned my phone to get it 'fixed' (after the wrong mainboard was installed) but they can't give me an update of progress and they've had it for two weeks.

was just about to post such after your thread update, you beat me to it:rotfl:

grumbler

discogirl77 wrote: »

A shockingly bad series of events occurred - issues with the hours they can send a courier to collect your phone,

Shocking? You seem to be deluded about warranties. Many manufacturers don't offer courier service and one has to post a faulty item.

why it says on the warranty that they will 'repair or replace' the phone at their discretion but when questioned won't actually replace,

Is it not what "at their discretion" actually means? Yes, if they can't repair it, they will replace it.

lack of understanding of customer service protocol etc.

Does such 'protocol' exist?

I eventually sent my phone in to them via post (they sent a very flimsy plastic envelope...)

You were lucky if you relied on this envelope and didn't add some extra packaging. It's not uncommon for phones to get damaged in transit, and you'd be the only one to blame if this happened.

... I phoned up again to complain and demand a replacement... Also, they said that in theory they can just keep having my phone back to their repair centre until it is 'fixed'.... I pretty much insisted on a replacement phone ...

It's worth knowing your rights when demanding and insisting. Their 'theory' is correct.

[Deleted User]

discogirl77 wrote: »

Hello

Thank you - if I bought the phone over a year ago can I still ask the vendor for a replacement?

Their warranty only gives you 1 year of cover, which may explain why they never wanted to deal with it.

They came and picked mine up using DPD couriers.

grumbler

ringo_24601 wrote: »

Their warranty only gives you 1 year of cover, which may explain why they never wanted to deal with it.

2-years' warranties are more common for mobiles. Are you sure that LG are one of very few mainstream manufacturers offering pathetic 1 year? I am pretty sure they aren't.

diamonds

EU product warranty is 2 years.

http://europa.eu/youreurope/citizens/consumers/shopping/guarantees/index_en.htm

grumbler

diamonds wrote: »

EU product warranty is 2 years.

http://europa.eu/youreurope/citizens/consumers/shopping/guarantees/index_en.htm

Urban myth.

It's the seller's 'warranty' similar to UK's 6-years' one under SoGA. Nothing to do with manufacturers' warranties.

>> The EU 'goods must last a minimum two years' rule is a myth

diamonds

Hold the seller to account if LG are problematic that was my point

grumbler

And my point was that it wasn't a 'warranty', SoGA was already mentioned in this thread and the document you posted a link to added nothing to SoGA:

...after six months in most EU countries you also need to prove yourself that the defect already existed on receipt of the goods, for example, by showing that the defect is due to the poor quality of materials used.