LG 55EF9500 and 65EF9500 OLED Owners Thread - Page 654 - AVS Forum | Home Theater Discussions And Reviews
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post #19591 of 24645 Old 05-12-2016, 08:38 AM
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Anyone in here use bias lighting?

I used it years ago on my Pioneer plasma. Wasn't sure if it's a benefit to this TV in a completely dark room.

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post #19592 of 24645 Old 05-12-2016, 08:39 AM
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Bias lighting is really to help not so great blacks in a dark room. I have an Ideal Lume that I have not used since I sold my GT30 and got a VT50.

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post #19593 of 24645 Old 05-12-2016, 08:56 AM
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So the "diagnosis tool" was a 5-100 grayscale sweep in 5% patterns when I told LG multiple times that the issue was at 1-4% grayscale. He connected to LG via his smart phone, so they could see the patterns via a livestream. They claimed everything was perfect looking, until I started to complain at their testing methods. At one point the LG rep was like "please tell the customer to leave the room" because he was refusing to allow me to show him my own 2-4% patterns that easily show the issue. I was furious that they called me a liar to begin with, then they wouldn't even let me properly show the issue. I refused to leave the room in my own house, obviously.

After I kept complaining, they did the sweep a few more times and saw "very minor" banding (at 15% lol?), and authorized the panel swap. I'm still pissed off that LG is simply calling me a liar over and over when my tech level far exceed the tech who came. The LG rep had to explain the difference between USB 2.0 and USB 3.0 when plugging in the "diagnosis tool". He had no clue how to use the TV, the LG rep would tell him to do something and I had to do it instead.

What's funny is they used the USB input settings (not my calibrated settings). These use 95 OLED light, when I use 35 OLED light. Dark edges and banding are severely reduced when running the TV ultra bright. They really are doing everything in their power to attempt to stop exchanges at this point.

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Originally Posted by the_jaguar View Post
My 65EF9500 had a lot of banding issues that I was enduring for the past 4 months - had been told by BB and in-store LG reps that the banding would go away after ~500 hours, which it didn't. The banding remained the same (I have posted pictures on this thread last week). After calling LG and lodging a complaint, their tech come over and verified that there was a bad case of banding and a little bit of the yellow piss stain issue too. I had a couple of phone calls with Charles and he approved my exchange to a 65E6P. I should have my new TV soon. The process was hassle free - I must say LG is doing the right thing here. I don't think there are many other companies that do right by their customers. I am looking forward to enjoying the new TV with minimal banding and uniformity issues.

Thanks for all the advice and help.
Seriously? They are refusing to upgrade me to an E6 until I go through this headache of an exchange process. Even after sending them pictures, they called me a liar (claimed I was attempting to "fool" them) when I suggested if I could just skip the repair and upgrade to the new model. I even offered $1000 to "upgrade" instead of panel swap.

Really wish there was a direct line to Charles.
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Last edited by Tyrindor; 05-12-2016 at 09:11 AM.
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post #19594 of 24645 Old 05-12-2016, 09:06 AM
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Originally Posted by Tyrindor View Post
So the "diagnosis tool" was a 5-100 grayscale sweep in 5% patterns when I told LG multiple times that the issue was at 1-4% grayscale. He connected to LG via his smart phone, so they could see the patterns via a livestream. They claimed everything was perfect looking, until I started to complain at their testing methods. At one point the LG rep was like "please tell the customer to leave the room" because he was refusing to allow me to show him my own 2-4% patterns that easily show the issue. I was furious that they called me a liar to begin with, then they wouldn't even let me properly show the issue. I refused to leave the room in my own house, obviously.

After I kept complaining, they did the sweep a few more times and saw "very minor" banding (at 15% lol?), and authorized the panel swap. I'm still pissed off that LG is simply calling me a liar over and over when my tech level far exceed the tech who came. The LG rep had to explain the difference between USB 2.0 and USB 3.0 when plugging in the "diagnosis tool". He had no clue how to use the TV, the LG rep would tell him to do something and I had to do it instead.

What's funny is they used the USB input settings (not my calibrated settings). These use 95 OLED light, when I use 35 OLED light. Dark edges and banding are severely reduced when running the TV ultra bright. They really are doing everything in their power to attempt to stop exchanges at this point.
So are they doing a panel swap or an exchange for the new e6?
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post #19595 of 24645 Old 05-12-2016, 09:08 AM
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So are they doing a panel swap or an exchange for the new e6?
They are swapping the panel, and then if that panel doesn't work I can get a refund or upgrade to the E6. However, my banding/dark edges are pretty severe but they never showed up on their "tests", so I wouldn't be surprised if they just claim the new panel is good - even if it's not.

It's a big joke, I called again and asked why other people aren't having to go through this process, and they said "no one has ever been allowed to bypass the repair policy". We must repair the TV once before we offer upgrades or refunds".
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post #19596 of 24645 Old 05-12-2016, 09:09 AM
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Just took delivery of my 65EF9500 from Chris from Cleveland Plasma. Its a 603 build date so hopefully I get a good panel, but I'm not going to look for any issues!!
You sound just like me, I have a 604 build and Loving it!
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post #19597 of 24645 Old 05-12-2016, 09:11 AM
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They are swapping the panel, and then after I can get a refund or upgrade to the E6 if the new panel doesn't work "to their standards".

It's a big joke, I called again and asked why other people aren't having to go through this process, and they said "no one has ever been allowed to bypass the repair policy". We must repair the TV once before we offer upgrades or refunds".
Funny how they're calling you a liar when that statement isn't true. Repair wasn't even an option in my situation. I was offered a refund, the e6, or upgrade to g6 at a lower cost.
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post #19598 of 24645 Old 05-12-2016, 09:13 AM
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It would be bad business to upgrade you at no cost or issue a 100% refund without one repair/swap attempt. I also don't believe anyone has actually gotten a free E6 upgrade after the first "bad" 9500.

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post #19599 of 24645 Old 05-12-2016, 09:15 AM
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Funny how they're calling you a liar when that statement isn't true. Repair wasn't even an option in my situation. I was offered a refund, the e6, or upgrade to g6 at a lower cost.
Any idea what VIP agent you talked too? I always dealt with Robert, but lately he hasn't been there even if I request to be transferred. He use to be the only agent that answered the direct VIP line, but the last 3 times i've called it's been 3 different people.

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It would be bad business to upgrade you at no cost or issue a 100% refund without one repair/swap attempt. I also don't believe anyone has actually gotten a free E6 upgrade after the first "bad" 9500.
This is my 4th bad EF9500, I have BB receipts to prove my exchanges but since I didn't do the "exchanges" via them they don't count it. I also had 2 bad EG9600s prior to the EF9500s, which was repair via LG (and failed completely shortly after). That's 6 LG OLEDs in the last year that have had various degrees of issues. I've had a hell of a year dealing with them.

My 1080p LG OLED still is flawless as ever, so someone might claim it's just a picky user but that TV doesn't have any of the issues that these much more expensive (and newer) models had.

Last edited by Tyrindor; 05-12-2016 at 09:24 AM.
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post #19600 of 24645 Old 05-12-2016, 09:19 AM
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It would be bad business to upgrade you at no cost or issue a 100% refund without one repair/swap attempt. I also don't believe anyone has actually gotten a free E6 upgrade after the first "bad" 9500.
I was offered a refund/upgrade on my first and only 9500. I was completely open to a panel swap/repair but it was never offered. My tech was pretty awesome though. He saw my issues immediately and really drove it home on the phone with LG. Maybe I just got lucky?
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post #19601 of 24645 Old 05-12-2016, 09:20 AM
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Originally Posted by Tyrindor View Post
Any idea what VIP agent you talked too? I always dealt with Robert, but lately he hasn't been there even if I request to be transferred. He use to be the only agent that answered the direct VIP line, but the last 3 times i've called it's been 3 different people.



This is my 4th bad EF9500, I have BB receipts to prove my exchanges but since I didn't do the "exchange" via them they don't count it. I also had 2 bad EG9600s prior to the EF9500s, which were done via them. That's 6 LG OLEDs in the last year that have had various degrees of issues.

My 1080p LG OLED still is flawless as ever, so someone might claim it's just a picky user but that TV doesn't have any of the issues of these much more expensive (and newer) models i've had.
Wow! 6 tvs? Sure you weren't being real picky? You married because my wife would have lost her patience after the second one. 😰

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post #19602 of 24645 Old 05-12-2016, 09:23 AM
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I've never heard of such a thing with returning a display for an issue, or having an issue with the first one. And the problem is when people saw posts like that they got a glow in their eyes and started to think:

"I have problem, I get E6 for free". Now the whole thing has fallen apart.

The process should be, bad panel = repair/swap. 2nd bad panel (as eval'd by LG) = 2nd swap, refund, upgrade, or something of the sort.

Replacing a product with something more expensive because you got one bad one is beyond stupid. And it is not like they were out of stock.

Regardless of what people claim to have gotten or actually did get, or have been told, the process has been made obviously more stringent due to some abuse.

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post #19603 of 24645 Old 05-12-2016, 09:23 AM
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Originally Posted by Ajresendez View Post
Wow! 6 tvs? Sure you weren't being real picky? You married because my wife would have lost her patience after the second one. 😰

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My LG 55EC9300 cost much less than any of those TVs and has none of the issues. Each TV has had different issues. Crosstalk 3D on one, perfect on the other. Dark edges on one, none on the other. Yellow band on one, none on the other. I kept exchanging to get one that had none of those problems.

My 4th EF9500 made me happy enough, but the dark edges and banding have gotten severely worse between hours 1500-2000. Every night scene looks like i'm looking through a scope, and whenever it pans I see tons of lines in the screen. It's so frustrating to see on such an expensive TV that is only 5 months old.

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post #19604 of 24645 Old 05-12-2016, 09:25 AM
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I would guess after 6 returns, they probably have you on a list.

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post #19605 of 24645 Old 05-12-2016, 09:29 AM
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This return thing is a bad one, just look at Costco, used to be able to return anything at any time, but people taking advantage of that policy especially with computers, now you have a 90 day return period...don't kill the Golden Goose....just my 2 cents
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post #19606 of 24645 Old 05-12-2016, 09:30 AM
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I would guess after 6 returns, they probably have you on a list.
Wouldn't surprise me but they only have themselves to blame. There are many users here that exchanged multiple EG9600s, and early EF9500 models due to the same issues. The EG9600 was an absolute embarrassment of a TV, with 12" dark edges on each side at 10% - basically 4:3 in any dark scene. Something like that should have never made it to the store at the price they were asking.

I (hope) the panel lottery is better than it was 5-6 months ago when I went through this, because many users here also went through the same process. I have no faith in the EF9500 anymore for long term 12-15hr/day usage. The degradation on my panel is very severe after only 5 months, so even if my replacement goes flawlessly - I'll likely sell the set and hope I have a better experience with the 2016 models.

I can see why people may think i'm being picky, but my LG EC9300 OLED gets used heavily and has none of these issues - it's sitting at over 4000 hours. Sure it doesn't have 4k, but it was only $1800 ~2 years ago.

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post #19607 of 24645 Old 05-12-2016, 09:31 AM
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I've never heard of such a thing with returning a display for an issue, or having an issue with the first one. And the problem is when people saw posts like that they got a glow in their eyes and started to think:

"I have problem, I get E6 for free". Now the whole thing has fallen apart.

The process should be, bad panel = repair/swap. 2nd bad panel (as eval'd by LG) = 2nd swap, refund, upgrade, or something of the sort.

Replacing a product with something more expensive because you got one bad one is beyond stupid. And it is not like they were out of stock.

Regardless of what people claim to have gotten or actually did get, or have been told, the process has been made obviously more stringent due to some abuse.
I agree with all of this 100%. Just sharing my experience.
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post #19608 of 24645 Old 05-12-2016, 09:39 AM
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I was offered a refund/upgrade on my first and only 9500. I was completely open to a panel swap/repair but it was never offered. My tech was pretty awesome though. He saw my issues immediately and really drove it home on the phone with LG. Maybe I just got lucky?
Same here - this was my first 9500. Charles straight up offered to swap it to an E6 without having to go through a panel swap. The tech who come to check the tv agreed to look at the 1 to 4% greyscale slides, netflix splash screen and "beasts of no nation", but he wasn't convinced until he plugged in his USB stick and tried out the patterns he had on there. He then did a video chat with his supervisor who saw the issue and they let me know that LG customer care team will get in touch me to possibly replace the tv.

I wonder if there is a manufacturing cut off date they look for, and anything post that date, they will offer a panel swap as the first option. My TV has a 511 build date.
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post #19609 of 24645 Old 05-12-2016, 09:48 AM
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Any idea what VIP agent you talked too? I always dealt with Robert, but lately he hasn't been there even if I request to be transferred. He use to be the only agent that answered the direct VIP line, but the last 3 times i've called it's been 3 different people.
I've talked to so many different reps at this point I've lost track. I've spoken to Robert before and Neil both very helpful.
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post #19610 of 24645 Old 05-12-2016, 09:55 AM
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Same here - this was my first 9500. Charles straight up offered to swap it to an E6 without having to go through a panel swap. The tech who come to check the tv agreed to look at the 1 to 4% greyscale slides, netflix splash screen and "beasts of no nation", but he wasn't convinced until he plugged in his USB stick and tried out the patterns he had on there. He then did a video chat with his supervisor who saw the issue and they let me know that LG customer care team will get in touch me to possibly replace the tv.

I wonder if there is a manufacturing cut off date they look for, and anything post that date, they will offer a panel swap as the first option. My TV has a 511 build date.
Me personally I think it's just a luck of the draw. My tech didn't need to verify with his own USB or slides once I showed them my three sources of how my TV was flawed they immediately without hesitation issued a RA and also the tech even said that he was surprised that his boss immediately issued the RA because he said he normally never does that but I guess it's just a luck of the draw who knows
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post #19611 of 24645 Old 05-12-2016, 10:00 AM
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Me personally I think it's just a luck of the draw. My tech didn't need to verify with his own USB or slides once I showed them my three sources of how my TV was flawed they immediately without hesitation issued a RA and also the tech even said that he was surprised that his boss immediately issued the RA because he said he normally never does that but I guess it's just a luck of the draw who knows
That's probably the difference. My tech was a 60-70 year old guy who claimed he "usually only works on old TVs". I showed him my slides and he said "well it's never going to be perfect". Again, this guy didn't know the difference between USB2.0 and 3.0 when the LG asked him to plug the flash in. He didn't make any comments on what he was seeing to LG, or the fact the slides I showed him were much worse than the slides LG was providing.

I explained to him that it's a $5,000 TV and standards are higher than those "old TVs" he typically works with. I explained there should be no dark edges, and banding should be minimal. He didn't really seem to grasp the issue. He did not know what banding was, I had to explain it to him. To me the issue is pretty jarring on a TV of this price (My slides here: https://www.avsforum.com/forum/40-ole...l#post43793370). Same pictures LG claimed "I faked".

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I've talked to so many different reps at this point I've lost track. I've spoken to Robert before and Neil both very helpful.
I got a girl (who seemed to be new) and when I asked to be transferred to her supervisor Charles so I could explain the situation, she refused. I mainly wanted to talk to a supervisor to express how terrible it is for a company to claim a customer is lying and I wanted to know their reason for thinking I took fake pictures.

I may call back later today and try again, because I still want to know why they assumed I was a liar. It's probably why they are putting me through so much crap.

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post #19612 of 24645 Old 05-12-2016, 10:09 AM
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They are swapping the panel, and then if that panel doesn't work I can get a refund or upgrade to the E6. However, my banding/dark edges are pretty severe but they never showed up on their "tests", so I wouldn't be surprised if they just claim the new panel is good - even if it's not.

It's a big joke, I called again and asked why other people aren't having to go through this process, and they said "no one has ever been allowed to bypass the repair policy". We must repair the TV once before we offer upgrades or refunds".
Hi Tyrindor. I just went through a panel swap and the result has been great. New panels seem to be working out for some of us. The LG Tech came out and he did not even have to run anything as he saw the issue immediately in regular content. Two major vertical bands and the one on right had a yellow tint to it.

I did note the process on this thread in the past 3 weeks. Let me know if you have any questions.

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post #19613 of 24645 Old 05-12-2016, 10:13 AM
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Hi Tyrindor. I just went through a panel swap and the result has been great. New panels seem to be working out for some of us. The LG Tech came out and he did not even have to run anything as he saw the issue immediately in regular content. Two major vertical bands and the one on right had a yellow tint to it.

I did note the process on this thread in the past 3 weeks. Let me know if you have any questions.
My panel swap looked severely worse, even according to the tech. I'm glad it is working for some. Gives hope to many on the thread!
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post #19614 of 24645 Old 05-12-2016, 11:16 AM
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Its here. 603 build
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post #19615 of 24645 Old 05-12-2016, 11:22 AM
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Nice!
My delivery is scheduled for Tuesday.

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post #19616 of 24645 Old 05-12-2016, 11:33 AM
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I've talked to so many different reps at this point I've lost track. I've spoken to Robert before and Neil both very helpful.
neil did everything for me, very helpful and responsive throughout. Based on what people have been saying in this thread I am starting to wonder if it's my own pics of beast of no nation that unscrupulous fellows have been using! 😮
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post #19617 of 24645 Old 05-12-2016, 11:35 AM
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For those who completed the panel swap, does it seem as if the majority received a better panel or worse? I know nenuco's vote.
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post #19618 of 24645 Old 05-12-2016, 11:35 AM
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Originally Posted by the_jaguar View Post
I wonder if there is a manufacturing cut off date they look for, and anything post that date, they will offer a panel swap as the first option. My TV has a 511 build date.
there is definitely a serial number cutoff for instant refund. The tech briefly verified my issue and called in the serial number and then told me that for my serial number if LG agrees it's defective they will only do refund and not even attempt a panel swap.

Last edited by 10k; 05-12-2016 at 11:41 AM.
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post #19619 of 24645 Old 05-12-2016, 11:39 AM
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For those who completed the panel swap, does it seem as if the majority received a better panel or worse? I know nenuco's vote.
overwhelmingly bad experiences reported with panel swaps here.
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post #19620 of 24645 Old 05-12-2016, 11:48 AM
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Question:

When watching UHD content, if it doesn't contain HDR than I can use any preset or custom picture mode just like normal viewing, correct?

But any UHD content that contains HDR forces the TV into a preset mode that I can't alter, right?

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