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LG BH200 $75 Rebate for Canadians

post #1 of 18
11/10/08 at 7:52pm
Thread Starter 
Hello, fellow Canadians. I thought it might be good to start this thread, after seeing others start to call LG Canada about taking advantage of the $75 rebate talked about here.

I called in to the 1-888-LG-Canada number and talked to Carlos and it seems that at the moment, the $75 rebate is limited to only the US, since he had no idea what I was talking about and didn't know anything about the BH200/BD-Live issues. He did suggest that I send an e-mail to customer service, using the form provided on the website. I added the same link as the first one in this post, so that Canadian customer support could see what's going on and I asked what they plan on doing to address this issue.

Hopefully some other Canadians can post their experiences, so that we can get a cohesive effort going to get the same rebate that our southern neighbours are enjoying.
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post #2 of 18
11/11/08 at 7:45am
So, I just got off the phone with LG Canada.

I'm guessing she's had calls from other people, because as soon as I stated I was calling about profile 2.0 on the BH200, she raised her voice and sounded very defensive. She gave me the same spiel about how it's a different part of LG, different warranties, different laws, and how Canadians were never promised profile 2.0.

I told her about the BH200 press release and how it mentioned BD-Live. She asked for the link to look at it, and I informed her about how LG removed the page when we started trying to use it for leverage.

I was then put on hold, and when she came back, she sounded much calmer and apologetic, saying they didn't know about the press release etc...

She took my personal information, along with where and when I purchased my BH200, and told me I would get a call back.

She said it might be a few days before I hear back, because it's being escalated to the legal department etc... She said she thought I'd hear back by the end of the week.

So people, get calling... we're obviosuly not getting the profile 2.0 player we were promised, but hopefully we can get the same compensation as those in the US.

The number to call: 1-888-542-2623
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post #3 of 18
11/11/08 at 8:21am
That number is for Canada only, right?
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post #4 of 18
11/11/08 at 8:27am
Yes, it's LG Canada.

Quote:
Originally Posted by GizmoDVD View Post

That number is for Canada only, right?
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post #5 of 18
11/11/08 at 11:10am
Thread Starter 
stpat, that's great news! Naturally, I haven't received a reply to the e-mail I sent in. Of the three e-mails I"ve sent LG over the last couple of months, I've gotten a reply back exactly zero times.

Anyway, it's good to know that someone is making some headway with LG and I hope we get a positive reposnse back.
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post #6 of 18
11/11/08 at 12:14pm
I'm not going to mess around waiting for their Legal department to think up some excuse for not honouring this rebate (Canadians traditionally get the shaft because we don't have the demographics to warrant them bothering), and I'm getting very discouraged about LG's lack of commitment to fix their firmware to resolve problems like the audio and video dropout of their HDMI implementation on this player (or at least their apparent reluctance to release any info to support/deny this, other than to say "Go buy the BH300!"). I don't really care much about the Live stuff, but having my supposed-to-be-perfect-quality movies screw up with blackouts and audio drops is getting very old, very quick, even my kids were yipping at me about it when we were watching Kung Fu Panda the other day.

All that said, because my machine is less than a year old, and it is obviously malfunctioning where my other HDMI sources are not, I will be returning it for refund tomorrow and I will purchase a better-supported product going forward, unfortunately with a BD-only player though. The $29 HD-DVD drive that I picked up for the XBox 360 will have to suffice for playing my dozen+ HD-DVDs, at that price I'll pick up a second drive as a future backup when I return the BH200.

Long story short, if you are still under warranty, and not pleased with the BH200, throw it right back at them, as that is the only thing that will get them to notice that you are not going to take their tactics of dropped support. I would take this whole speech back if there was some glimmer of hope that they will continue support, but because they are not saying a word, I can only assume the worst and am not waiting for the warranty to run out before I do something about it.
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post #7 of 18
11/11/08 at 12:49pm
Thread Starter 
So speak of the devil, after commenting on the chronic ignore from LG Canada, I got an e-mail back and I could only smile sadly out of frustration.

Quote:


-----------Reply to Customer Enquiry------------
Hello

Thank you for contacting LG Customer service. We are here to help provide you with the answers or guidance you need. If you require further assistance please submit a new request or contact customer service at 1-888-542-2623 Monday to Friday 8:00 AM to 6:00 PM Eastern.

Due to the nature of your question please call LG customer service at the number above for live assistance.

Regards
David Herbert
LG Canada

Keep in mind I called that very number and they instructed me to send an e-mail in.

*sigh*

Quote:
Originally Posted by Bearnutz View Post

Long story short, if you are still under warranty, and not pleased with the BH200, throw it right back at them, as that is the only thing that will get them to notice that you are not going to take their tactics of dropped support. I would take this whole speech back if there was some glimmer of hope that they will continue support, but because they are not saying a word, I can only assume the worst and am not waiting for the warranty to run out before I do something about it.

I agree with that sentiment, although my player was purchased some time ago, so there will be no return for me. As with your own situation, it's not the lack of BD-Live that's really bothering me, as much as the signal it sends to owners.
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post #8 of 18
11/11/08 at 12:58pm
I've sent three emails as well, and got responses to two of them (the same response you got).


Quote:
Originally Posted by guste View Post

stpat, that's great news! Naturally, I haven't received a reply to the e-mail I sent in. Of the three e-mails I"ve sent LG over the last couple of months, I've gotten a reply back exactly zero times.

Anyway, it's good to know that someone is making some headway with LG and I hope we get a positive reposnse back.
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post #9 of 18
11/11/08 at 2:11pm
I sent an email and got the same reply to call the 1-800 number. I did not received the promissed return call from the CS rep yesterday. I will f/u with a call tomorrow and report back.
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post #10 of 18
11/11/08 at 3:23pm
guste, I can certainly identify with that frustration. "Chronic ignore" indeed!

Seems that response from "David Herbert" is the standard reply from LG Canada for almost any issue. A couple months ago I submitted their online form with detailed information about the BH200's complete inability to play anything beyond the title sequence of the UK version of Planet Earth HD DVD. I figured that was the best way to ensure all pertinent info would be forwarded to the engineers--especially the firmware versions at issue. Who knows what would be passed on from a phone call, not to mention email questions aren't restricted to Monday-Friday. First response from "David" was that Region 2 was the problem... I resubmitted with more info. Of course "due to the nature of [my] question", I had to call them back. I was shocked that "David" couldn't or wouldn't forward the info without hearing from me again. I'd guess they're paid per email and per phone call...and that both emails were marked as "resolved".

Add this excuse for "customer service" to the growing pile of reasons I'll be avoiding LG in the future. Then again, maybe LG Canada will provide the Profile 2.0 update. Only joking of course. LG hasn't released a BH200 update of any sort since June.

For laughs--because that's about all we have at this point--here's what LG Canada deemed insufficient to act on:
Quote:


-----------Original Customer Inquiry------------
Received Date : 8/30/2008 02:44:04
The type of inquiry : Software/Hardware updates
Product/Model No. : DVD&VIDEO&SET TOP/BH200


Planet Earch (HD DVD) - UK version (5 disc set) -------- NOTE: This is HD DVD, which is completely region free. The entire world is the exact same region (unlike DVD and Blu-Ray). This is a resubmission of an issue I previously reported (see the original submission below). David Herbert replied that non-playback is normal due to "region 2". That's true for DVD, but HD DVD should play fine world wide. As a result of the erroneous reply from David, I'm resending the issue with this disclaimer at the top. Unquestionably the issue is real. Note also that the discs in this set load just fine in the BH200--no region errors or anything, unlike PAL or region 2 DVDs. However, nothing happens beyond the introductory sequence. The main menu is not displayed. Playback and navigation are impossible. As well, as I noted originally, the title *does* play with a earlier firmware (BH02080124R). Finally note that this disc doesn't even play for people with the BH200 in the UK. Again, that shows it's not a region issue. The remainder of my question/comment is a repeat from the previous submission. I'm hoping you can provide info as to whether a fix for this set is on the way. Thanks for looking into this. -------- The UK version of Planet Earth (HD DVD) plays fine with the January firmware (BH02080124R), but does not play beyond the title screen with any of the newer firmware. Both BH02080402F and BH02080620A fail to play beyond the title loop. This has been reported for multiple BH200 users ( see http://www.avsforum.com/avs-vb/showthread.php?t=1002769 ). Note that the North American HD DVDs are fine, including the BBC version released in North America. It's just the HD DVD set sold/shipped from the UK. We purchased ours from amazon.co.uk. I assume this is a known problem, but wanted to flag it just to make sure. Do you know if there is a fix on the way? It's a little frustrating to have that tremendous set but be unable to play it. A fix would be most appreciated. Thanks. Lastly, sincere kudos for developing and releasing such an outstanding player. Thanks!

(note: sorry about the formatting--their system stripped out the paragraphs)
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post #11 of 18
11/11/08 at 7:41pm
Thread Starter 
I'm thinking of submitting an e-mail to customer service, regarding a recurring problem I'm having with the LG customer service. Something about intermittent problems with it sucking

Seriously though, it feels like this is going to be fumbled around at low-level support and we're going to have to take it and like it for now. I'm going to try calling again tomorrow.
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post #12 of 18
11/12/08 at 3:39pm
LG called while I was at work. The message my daughter took "looking into the Blu Ray rebate/upgrade will contact you in a couple of days"

I hope they are not thinking of offering a $75.00 rebate towards the purchase of the BD300. I already purchased a Panasonic BD35, Canadians cannot get netflix streaming and there track record on BD support has been poor.
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post #13 of 18
11/17/08 at 7:52pm
Thread Starter 
Well, I've been away for the last several days, so nothing on my end and it looks like no one else has made any progress, but I was looking in the 'Firmware Watch' thread and happened upon this golden nugget. It sounds like a crock of BS, but still provides some hope. I'm going to actually call and check into it, tomrorow.
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post #14 of 18
11/18/08 at 6:27am
I haven't heard back from LG yet. I called around tuesday last week and was told they'd call me back hopefully by then end of that week.

I guess I'll call them again today. I will post my results.


Quote:
Originally Posted by guste View Post

Well, I've been away for the last several days, so nothing on my end and it looks like no one else has made any progress, but I was looking in the 'Firmware Watch' thread and happened upon this golden nugget. It sounds like a crock of BS, but still provides some hope. I'm going to actually call and check into it, tomrorow.
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post #15 of 18
11/18/08 at 12:43pm
Thread Starter 
I just got off the phone with LG. I spoke to Scott who I told about our issues. He put me on hold for about 10 minutes while he 'checked with the techs'. After getting back on the line he told me that there would be no update for the BH200 to provide BD-Live functionality for Canada. He went further and said that they had tried to do the update in-house and that it didn't work. He also said that there would be no rebate for Canadians, because they hadn't promised the BD-Live functionality. I explained the global press release and he said that LG Canada is separate from the US and Korea and that they did hold any resposibility for anything. His customer service skills weren't that great either, which added to my annoyance.
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post #16 of 18
11/18/08 at 2:54pm
Quote:
Originally Posted by guste View Post

I just got off the phone with LG. I spoke to Scott who I told about our issues. He put me on hold for about 10 minutes while he 'checked with the techs'. After getting back on the line he told me that there would be no update for the BH200 to provide BD-Live functionality for Canada. He went further and said that they had tried to do the update in-house and that it didn't work. He also said that there would be no rebate for Canadians, because they hadn't promised the BD-Live functionality. I explained the global press release and he said that LG Canada is separate from the US and Korea and that they did hold any resposibility for anything. His customer service skills weren't that great either, which added to my annoyance.

interesting.
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post #17 of 18
11/18/08 at 4:21pm
Quote:
Originally Posted by guste View Post

I just got off the phone with LG. I spoke to Scott who I told about our issues. He put me on hold for about 10 minutes while he 'checked with the techs'. After getting back on the line he told me that there would be no update for the BH200 to provide BD-Live functionality for Canada. He went further and said that they had tried to do the update in-house and that it didn't work. He also said that there would be no rebate for Canadians, because they hadn't promised the BD-Live functionality. I explained the global press release and he said that LG Canada is separate from the US and Korea and that they did hold any resposibility for anything. His customer service skills weren't that great either, which added to my annoyance.

Funny when I go to the global LG site I am given the option to choose my region and imagine my surprise when Canada, both English and French, is listed as one of the options. It gives me the impression that LG Canada is part of the LG global family. Just another example of large corporations ripping off Canadians.
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post #18 of 18
11/25/08 at 1:08pm
so Canadian don't get the $75 rebate i don't think will buy any LG product
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