LG poor after sales support C2 OLED TV

Cragdoo71

Thought I'd share my recent experience with LG support

Bought my 48" model (LG OLED48C24LA) from Richer Sounds back Sept 7th , took delivery on 15th Sept. Setup was easy enough, and happy with the TV. On 28th Oct TV refused to power on. 29th Oct I called LG support in UK, to request repair. Support Engineer logged a support case and informed me the TV needs a new mainboard, and a local support tech would be in touch.

TV repair company contacted me on 31st Oct to say they would be visiting on 1st Nov. On the 1st Nov, tv repair engineer arrives and says "we're here to uplift your TV, no replacement parts have been provided", so they take the TV away and leave me with a reference number. I call LG support and complain that I wasn't informed that the TV would be uplifted, the manager apologises and says they would expedite the part/repair.

8th Nov I get a message from TV repair shop, they need to order a part. Jump forward to 15th Nov (today) and I call for an update, to be informed the part is still on order, I ask what part and am told ....a main board. 2 weeks after saying the TV needed a new mainboard, they order a main board. So I called LG support back and complain. The support tech escalates to a manager for an exchange, as I refuse to wait any longer for a repair. Currently waiting for a call back, to advise on next steps.

So I've only owned the TV for 8 weeks, and for 2 of those 8 weeks the TV has been in the repair shop. Poor , and making me regret my decision to buy LG for the 1st time.

update 20th Nov it's now 5 days since my case was escalated to a support manager for a call back , but no call back so far, and I've been chasing daily for the manager to call me, but still nothing. Will be contacting LG tomorrow demanding a replacement, not a repaired, TV ...let's see what happens

update 21st Nov checked with repair shop, replacement parts still haven't been received. Contacted LG support asking !!!!!! is going on. Informed my escalated case had been closed on Friday 18th Nov, with a note saying "chase repair". Not a happy bunny, so a new escalation case raised and I demanded a manager calls me today, advising a replacement TV is being dispatched ASAP, or I speak to trading standards .... abysmal customer service

update 21st Nov - 2 surprise surprise no call from manager today. I call their help line *AGAIN to get an update, and same old same old "a manager will call you, your case has been escalated". I demand to be put through to a manager, but informed their phone system doesn't work like that, and get assurances a manager will call me ...just like every day last week when I called???. So now I can't speak to anyone who can help me resolve my complain ....shocking

update 21st Nov - 3 Wow... I have an actual person on the phone, speaking to me about resolving my case

parts due at repair center 23rd Nov and LG expect the TV to be returned by Friday this week, because the parts are imminent, they have to go through with the repair. Told them if the TV is not back with me by Friday...Monday at the absolute latest, I will be calling back (they provided a direct dial number for the resolution team) with a few choice words and fully expecting a refund/replacement. They also offered a 3 month warranty extension or a 10% LG voucher ...took the warranty extension, as wont be buying anything LG again

update 23rd Nov LG support called to say they're chasing the repair shop for an update

update 24th Nov called repair shop myself for an update. The replacement mainboard was received on 23rd Nov, however they need to order a replacement screen. Called LG support back and after me venting my absolute disgust at their customer service, LG now writing off my TV , and starting process for replacement. credit note being issued (2-3 days to receive) and TV to be uplifted, once it gets back from repair shop. They should have done this from the start !!!

So here's my dilemma ...do I just replace the TV like for like and hope that this was a one off or do I look at alternative manufacturer? I can't go any bigger than 50" screen size due to TV location, so I'm limited by OLED choice. Every review site and comparison site always comes back to C2 as best of it's class for the price/size etc. The worrying part in all this has been the support from LG , 4 weeks to resolve an issue is not acceptable. As it is it's going to be at least another week or 2 to get the old TV uplifted. Repair shop still need to return the TV to me , then retailer need to arrange uplift

debitcardmayhem

Just a question really , why did you not get Richer Sounds involved first, your contract is with them

DullGreyGuy

Any particular reason for going the LG rather than Richer Sounds route given your statutory rights are with them?

Many happy users of the C2 and so suspect yours is a one off issue. Have an older "c" model and it was going strong after 6 years until it got knocked over a month ago or so. Personally will be replacing it with another "c"... C2 or its replacement will depend on when funds are available. 

matelodave

Generally Richer Sounds give 6 years warranty on stuff they sell, so they should have been your first port of call and may have just replaced the TV rather than faffing around with trying to get it repaired especially as it was less than two months old.

It's probably a self inflicted injury on your part by going straight to LG whereas it should have been sorted out by the dealer under the Consumer Rights Act and TBH RS has a pretty good reputation for sorting stuff out.

TimSynths

My RicherSounds tv developed a fault within a week, called them, they said pop it back, I did, and they swapped it for a new one- couldn't have been easier.

diystarter7

debitcardmayhem said:

Just a question really , why did you not get Richer Sounds involved first, your contract is with them

I jest you not, I was going to say the same as I read the post, why  not?
We bought a OLED tv 75 incher not LG but  Sony. A week after we bought
it, I accidentally pressed some button and its linked to sky q, now and another box and hi-fi sytem.
the screen went blank. On a Sunday I rang richer sounds, though the cs is not open the guy answering the phone 
asked me a few questions, then told me to check the cables - it was a lose cable, my fault but here was me thinking tv was  busted.

Our children have used RS in the past and they along with posters here recommended them and I'm pleased 100%.

OP, I hope it gets sorted.

diystarter7

Btw - anyone not family with OLED. The picture quality, you can't beat it.

DullGreyGuy

diystarter7 said:

Btw - anyone not family with OLED. The picture quality, you can't beat it.

Unless you are in a very bright room (though they are getting better at this) 

Cragdoo71

debitcardmayhem said:

Just a question really , why did you not get Richer Sounds involved first, your contract is with them

as the TV was over 30days, and still within manufacturers warranty, RS support line put me straight through to LG support

Cragdoo71

Generally Richer Sounds give 6 years warranty on stuff they sell, so they should have been your first port of call and may have just replaced the TV rather than faffing around with trying to get it repaired especially as it was less than two months old.

It's probably a self inflicted injury on your part by going straight to LG whereas it should have been sorted out by the dealer under the Consumer Rights Act and TBH RS has a pretty good reputation for sorting stuff out.

How can it be self inflicting if I call the RS support line, which then, due to age of TV , put me straight through to LG support?? i followed RS process ...hardly my own fault

Cragdoo71

so this does come with a happier end. Same TV in the Black Friday sales is £200 cheaper than the one I bought. Bought it for £999, so will be refunded the full amount and currently priced £799, so I will save myself £200 for a couple of week's hassle