LG Ask 83 Year Old Lady To Carry Her John Lewis £1400 LG 55" OLED TV To Another Room - On Going Saga

Strongbow1

The LG (its big) TV came from JL last Dec 2019.

 After many trials and tribulations the DVD and Recorder connections failed a few days ago.
OK you say, JL is great on customer service, just ring JL tech.
2 hours later, give up. No answer.

Tues, go and see nice gentleman in local JL emporium, after much cajoling he agrees to arrange an out sourced ICTV contractor engineer visit.
 
Wed, ICTV is supposed to call to arrange a visit to resolve the fault.. Nothing.

Thurs, afternoon, JL call, the engineer ain't not a coming, youwill have to ring LG. Finally give up on JL and agree.

Ring LG, quick to answer, call cuts off twice, maybe explains the quick answer.
3rd call attempt, gen gent controls a £1400 TV over the internet. Wow, must be smart technology, this should crack it.  
Finally after 30' of tweaking settings we agree to a factory reset. We factory reset and re-tune etc, no TV channels now, and still have the original fault, so recall LG.

After 15' of following instructions from a LG lady, no luck. She now suggests a 83 year old lady should move a 55" TV to another room to check the aerial. 

The aerial worked before the factory reset. 

LG lady now wishes to terminate the call after 83 year old lady says she cannot move it.
What happened to John Lewis customer service?  
----------------------------------------------
One feisty lady really needs help.
The TV is not responding to the DVD player or the Humax Recorder service requests.
DVD sound only is being received on top of normal TV channel sound and video.

Please remember 2 devices are failing to connect.
Any help or guidance will be much appreciated.

Thanks

flashg67

Pretend she got some help to move it, tried another aerial, it still didn't work, so it's back where it was?

forgotmyname

flashg67 said:

Pretend she got some help to move it, tried another aerial, it still didn't work, so it's back where it was?

Been there and done that with TalkTalk Broadband.  Test the plug/socket etc.. test the master socket
knew this was a waste as the connection was fine until they switched to TT.

Eventually get put through to the next level tech's and they were great. They understood I had tested things and
knew everything my end was fine.  Then the internet connection dropped mid call and he said yes just seen that.
Came back and dropped again.  He found they had done something wrong their end.  Few seconds later and he
said it will be like a new connection. Leave the router on for a while etc.

neilmcl

If only there was a Praise, Vents and Warnings section of the forums 🤔

https://forums.moneysavingexpert.com/categories/praise-vent-warnings

JJ_Egan

Factory reset   >> did she then setup and tune the channels ??

Strongbow1

JJ_Egan said:

Factory reset   >> did she then setup and tune the channels ??

Thanks for response.
Yes. Set up internet and piles of other stuff. LG said to call again if needs be. Would not tune so called, see 1st post. Followed more set up instructions Finally 83 year feisty lady instructed to move TV to another room to check antenna. Looks for nearest and biggest window.
More later today.   

Strongbow1

neilmcl said:

If only there was a Praise, Vents and Warnings section of the forums 🤔

https://forums.moneysavingexpert.com/categories/praise-vent-warnings

Thanks, we are more "vent" at the moment.   

RumRat

Strongbow1 said:

neilmcl said:

If only there was a Praise, Vents and Warnings section of the forums 🤔

https://forums.moneysavingexpert.com/categories/praise-vent-warnings

Thanks, we are more "vent" at the moment.   

I don't think that was aimed at you....

unforeseen

After 15' of following instructions from a LG lady, no luck. She now suggests a 83 year old lady should move a 55" TV to another room to check the aerial. 

Did the person at the other end actually know she was an 83 year old lady? Probably one bit of information that the 83 yo lady forgot to mention to them. 

Strongbow1

Thanks for all the reply's.
Fri, no promised call. We call LG. More attempts at tuning. Original fault now on back burner.
LG give up. An email will give instructions for collection. Email asks for about 6 photos before they will collect. Then no TV.

Manage to self tune channels. Had intuitive solution that worked. Will apply for LG job.
LG call again as we are taking pics. Top man Lewis resolves all problems / faults in 30 minutes.
New TVs have so many gizmos.


If you have LG TV probs, RING LEWIS.  
Thanks again for all reply's.

RumRat

Ahhh So PEBKAC? Exasperated by dumb CS.....