Originally Posted by vze33jng
Just an update...
Some may recall that I (along with alster and some others) had noticed that the LH90 isn't forwarding DD5.1 along the optical output as designed and stated in the manual.
I had called LG and had a tech out to look at it, but he was intent on swapping out the main-board, which I thought was ridiculous. In the end, I spoke with a support supervisor from the executive services department at LGE who, in turn, put me in touch with the most engineer-ish CS rep they have on-hand.
The last time I heard from Erika or Jared (The reps in order of appearance) was on 4/7/10 when they called two weeks after my original inquiry to let me know it was a design flaw and that they were looking at how to resolve it.
Well, Friday, I decided a month should be long enough to chew on it and called them back. Jared told me that he had been in touch with the factory to the engineers in charge and (though it sounds like they blew him off) they were going to have a meeting to resolve this. His own admission is that they aren't likely to make a firmware update at this stage, though he believes I could motivate them to do that with my powers of coercion and persuasion that he had thus far seen. More likely, is that they would send a tech to me with special instructions to use the service remote to change how the EDID works.
Obviously, this doesn't seem an attractive option, and I have others in mind than just myself. It isn't right that they should forget that everyone may not have the latest in AVR technology, and might need the optical-out still.
I will let you all know where this goes... but my original hopes are somewhat lessened, now.
I finally have an update, but you aren't going to like it any more than I do.
LG has been in touch with me for several months about the optical output issue. I have been told that part of the delay involves a complete lack of communication channels between LG-USA and LG-Korea. Also, I was told that they were using my exact hardware (BS) to re-create the situation and come up with a fix. I have been told that a new firmware is in development to address this particular issue, and that it would only apply to my TV (more BS).
Finally, I was told that they had a fix!!! According to them, I needed to be downgraded to a previous firmware (undisclosed version) on a USB drive, then have the service remote change some EDID. Not exactly what they said they were doing, but if they dropped the ball on this aspect of the Tv in the first place, I'm not exactly surprised to find them telling me one thing and doing something else.
Last Friday, a technician appeared at my door. He had the service remote and nothing else. He tried to follow the instructions (he had written down from an email, a real techie, this guy) for accessing the EDID screen, but couldn't find it. He called tech-support and a fellow named Mark told him I needed a new AVR. The fix had been performed and the receiver still didn't see the DD5.1 stream, so it must be on my end. Except that the tech didn't DO
anything. He just looked at menus and exited them. He hung up with tech-support and explained that Dolby Digital is just hype, and I should be able to live without it. Yay! (Maybe i'll sell my 55" LCD in favor of a 19" black and white tube TV, since it's all just hype anyway
I emailed the Customer service rep I had been in touch with all this time, then called him, and he was troubled that the technician didn't have a clue what to do. He said he sent explicit instructions and that it should be obvious what to do and how. He set up a repeat service call to the same tech with a new set of instructions to follow. Two days ago (Friday again), the same tech showed up with the same piece of paper he had from before and no USB stick. I asked him where the software update was, and he said, "Oh, the cigarette lighter? That's what I call those. That won't fix this. You need a new mainboard. Those customer support guys don't fix anything; their job is to make people happy." He proceeded to go into every screen he could with the service remote, but nothing was where his hand-written notes said they should be.
He called tech-support again, and the fellow on the other end told him he needed to replace the mainboard. He told me he would be happy to do it, but he knows that I don't want to. He said he'd just lay the TV down on the floor and take 30 or so screws out and pull the case and swap boards. Easy-peasy. Oh well that I've already had the TV calibrated... my loss. Oh well that I have tree kids and my carpet is the absolute last place my TV should be face-down.
He left it in my court. He says he know the firmware won't do anything. He is waiting for my phonecall to schedule service.Final results
Time spent: 7 months
Reps on the phone: 3
Possible solutions proposed by LG : 4
Times I have been told what to want: 6
Number of channels passing to my AVR: 2
The only good thing to come from this: LG entended my warranty by another year (though in my state, I get 4 anyway). I also got the model number for the service remote in case I want to buy it on ebay.
Maybe I should argue that they purchase me a new AVR, or at least a switch to cycle between four optical sources.
This isn't over, for me.