Originally Posted by racer69
They sent a tech out and you didnt have to pay anything? wow thats great service! I live in a small city and there are no authorized local servicers - i would have to haul the tv 150 kms to a bigger city.
I'm a repair tech by trade - with hundreds of models out there do you really expect them to have the parts in their vehicle ready to go? He'd have to drive an 18 wheeler freight truck to meet that demand!
perspective - some consumers act so spoiled...
You think I'm spoiled? I purchased a brand new product at full price from an authorized dealer. I took my money, and told LG "I think you are worthy of the hard work and (limited) time I have to make this money. So here are some dollars of appreciation for a product you produce." And in return I got something that doesn't work as described.
In my opinion, those dollars are worth something that does work as described, which is a functioning TV that is Brand New. That is how customer service should be done. Not to mention the fact that they spend the money to have a technician come out for 6 hours plus they sent a replacement panel that contained everything besides the main board and power supply/case.
To assume it costs much more to just ship me a replacement is ridiculous. Not to mention that is what I purchased..a new TV.
It is my fault I purchased one with a crap warranty, you are right. That is on me. How dare I assume that because it states they can "replace parts at their disclosure" means that if 90% of the product is defective they wouldn't just replace it.
Don't get me wrong. I am thankful...I was getting ready to post on here that the tech came out and replaced it, and it is functioning well now. And to say I am pleased so far. But truthfully, I have dealt with many a company, and I know where those certificates of appreciation will go next time I want a TV.
And you are a perfect example of good customer service. If there isn't a tech around, they should ship you a new one or do in-store replacement.
The value of retaining a satisfied customer for life is unmeasurable. As a service technician, you should understand that. The way my experience was handled could have made me purchase $20k worth of product from them, if not more - refrigerators, TV's, Washer/Dryer. Like I said, unmeasurable. But I didn't even receive an apology for the trouble it caused me, the time I had to take off work to be home to meet the tech - twice. Very short sighted on LG's part.
Maybe you're right, I'm spoiled. I've been spoiled by awesome experiences with awesome companies. Frankly, I'm not so sure I think that's a bad thing. If you are satisfied with taking off work to meet technicians when your brand new products stop working. And jumping around from brand to brand hoping to find something that you can stick with, then that's your right. I don't see it that way, and I don't see the big customer loved companies conducting business that way either.
If anyone wants some naked LG TV pictures, I can post.