LG not honoring 90 day repair warranty on OLED
I'm so pissed at LG right now, so this is a partial venting and partly to let others know about LGs warranty practice.
Long story short, I purchased an 65EF9500 at the end of 2015 as a new 2016 model, this is when the panels were first introduced and we spent $5500+tax. We finished building our theater space and got the TV hung up about 6 months later. The TV has barely been used since then and back in July 2018 the main board failed shortly after turning on the TV for the first time in a long time. The TV had less than 200 hours use, probably closer to 100 hours - we rarely used it, preferring to use a projector for movies instead. Anyway, I called LG, explained all this and they gave me a 1 time good will warranty to repair the TV. I was surprised and happy. Problem was diagnosed to be the main board, which they sent a tech out to replace in Aug 2018. Immediately after I find the remote doesn't work, so I call LG support and they have me re-pair the remote (it's bluetooth for everything except power on/off). That works but when the TV is power cycled it no longer works and the remote needs to be paired again, so I call back. The tech tells me the remote is defective and I need to buy a replacement. That doesn't seem right since it works when it's paired and the TV loses it's settings, so it seems like the setting memory isn't getting power or is defective. The support tech just doesn't listen to me and I ask for a supervisor - none available but they'll call back. They never do. I call the repair tech 2 weeks later out of frustration with the support experience and he tells me the board is probably defective and it's backordered, so I wait... and wait, calling him a few times to see if the board is available - he said he would replace the defective board, but later he tells me I need to get approval from LG again.
I called and left voice mail at the LG main number on 11/1 and write in on 1/4/19, the email response tells me to call back and speak to the executive team. I speak with LG support on 1/15/19 and 1/23/19 each time with them promising to call me back from the executive team. The 1/23 call support agent offers another one time warranty repair and I ask if they'll replace the TV given the problems, he says they'll call back on 1/25/19 and will ask the executive team to call me back within 24 hours. No call backs from either the support or executive teams.
So I call today (1/31/19) and finally get to speak with their executive team, and they tell me I'm out of warranty, nothing they will do, I should buy a new TV from them but they'll provide me with a discount.
The repair had a 90 day warranty, which they were told within 30 days of the repair completing that the repair was bad. They have a record of it, the executive team confirmed that! But they won't honor the warranty now. The executive support person told me the warranty on the repair started on the day they offered the one time good will (July 1) the repaired board was installed by their tech on Aug 10, and I called them on Aug 10 that the repair was bad. that's 40 days after the initiall call and the same day the unit was repaired. Unfortunately I wasn't home whe the tech repaired the TV otherwise I might have caught this. My wife doesn't know how to use the automation for the theater so she couldn't check it. No matter how you cut it, the problem was reported within 90 days of the initial call. That seems like a breach of contract to me for their written/published warranty on a repair - even if the repair was good-will.
Has anyone else experienced this type of issue from LG and how were you able to resolve it? I spent so much money with LG (I bought a fridge, washer and dryer) around the same time as we were moving into a new house, and up until the failed repair, it seemed like things were going ok (I did have the fridge replaced 2 times due to component failures within the first year!).
I have just filed a BBB complaint with them and am considering legal action due to the breach of contract, but lawyers are very expensive and it seems like overkill for this situation when it would be reasonable for them to resolve this other ways. I was very calm and patient through all of these calls, I work with a support team and it's not right to yell at the agent for doing his/her job , they are just following policy, although it seems like the support team in the Philippines is not properly trained to troubleshoot problems and they get no soft skill training either.
Is LG just a bad company or am I just unlucky?
I still have multiple Pioneer Elite plasma screens, including one I bought back in 2000! They all still work really well. I guess I shouldn't expect a TV to last 20 years anymore but I would expect at least 2 years for something so expensive.
Last edited by RSouthern; 01-31-2019 at 05:37 PM.