Yes proceed legally, they don't have proper escalation policy. I tried complaining to LG CEO office email but it only got redirected to the same LG support guys i was dealing with.
My Bad experience with LG C9 65” OLED
- Thread starter rejin
- Start date
Yes, that is the worst and most frustrating part of it.
I tried escalated to CEO office and Head of service. I received the call from LG, and they told they will audio conference with someone who can make decision on the replacement. But to my shock, it was low level manager in my local area.
This is definitely not how a premium brand should work, but in India customer support is like this
Love4sound
Well-Known Member
In india if a brand or product attains premium tag due to demand and sales the customer becomes slave and the brand behaves in such a way that they are doing the customer a favour by selling the product. Customer is king is applicable to selected countries only.This is definitely not how a premium brand should work, but in India customer support is like this
If they can have " *Select models available in certain countries ". Then this also may be there in the terms and conditions which runs into many pages in very fine print . Hence may be the reason for no response from them.
Last edited:
Donivlapog
Well-Known Member
In consumer electronics space, India is lagging behind and it wont change. Lg, Sony and Samsung have exploited us, took advantage of lack of good Indian players in the market and the only way it will change is when we have local quality products available challenging them in technology and start of the art offerings with reliability.
On this thread we have discussed only the warranty experience of LG, Samsung, Sony. The so called premium brands.
Now that other brands are also making QLED, OLED etc are the warranty experience worse for Hisense, Toshiba, TCL, Mi etc?
Now that other brands are also making QLED, OLED etc are the warranty experience worse for Hisense, Toshiba, TCL, Mi etc?
My personal take will be like, I'll can replace the TV on a whim for these Brand ( can be from same brand ) , on the ground that the new TV are way, way less than the replacement panel they are asking for an old TV .
I do have an 5 year VU unit , still doing good and satisfied.
While I've see same TV being on a replacement barrage because of quality issues, mostly because of Transport. DOAs.
I've had bad experience with TCL TV couple of years back and have also mentioned it in earlier posts. TCL did not have the parts to replace and was giving some excuses day in and day out but then had to move legally after which they replaced the TV. Also as I mentioned earlier Mi had replaced a fellow FM's TV several times during the warranty period and also gave him full refund as he did not like the TV. The newer brands are maybe more considerate as any prolonged complaints in Social media might affect their standing on sales but the established brands like LG, Samsung, Sony etc... are arrogance personified as they are very well established and are least bothered about customer care (only in India).
Bad luck dear , LG is a leader in oled technology , Had been using B9 from last 3 years without an a issue though i run pixel refresher regularly , my usage is 5/6 hours daily , I bought primarily for European Satelite tv as it has HDR 10 content on it , Bad luck
TV Service Status Update:
I have been following up with the service branch head through emails, explaining that the TV issue could be due to a manufacturing defect or misdiagnosis. The panel seems to work fine when connected to JIQ, but fails when connected to the motherboard.
On April 19th, the service center called me to inform that they cannot replace the panel for free, but they can negotiate the panel price. I had already mentioned in my earlier email that I can pay up to Rs. 25k. They informed me that they will try to get the discount.
On May 2nd, I was informed that the discount had been approved and the panel would be shipped. The cost would be Rs. 25k plus labor. The panel was delivered on May 4th, and a technician visited on May 7th to replace the panel. However, the new panel did not turn on after connecting to the motherboard.
He then connected the new panel to Jiq and it passed test ( just like my previous " faulty panel"). So technician suggested it might be smps issue.
I asked him why it was not tried to replace smps on my previous panel and how they decided to replace the costly panel instead of this. I was told that they had received a new advisory from LG last week only, that if panel passes JIQ test they have to try replacing smps.
He ordered smps from store and waited for an hour, while he pushed me for extended warranty with the amount I am going to save now. The cost for smps is around 7k including 1.5k labour.
The replaced smps showed same issue. Then he ordered a new motherboard, saying that since it is a new panel, a new motherboard might work.
Another 30mins of waiting and him complaining that the previous technician should not have raised faulty panel since that too passed JIQ.
The new mobo arrived and showed same result, he checked all cable and told one of the short cable connector have corrosion/ dust and that might be a contact issue. Since that part was not in stock, he tried cleaning it with a rubber(eraser) , but that too didn't work.
Now that he had tried replacing all component, except wifi module, status led and speakers. He then told the TV has to be recalled ( taken to service centre) where they analyze more.
However, I declined this as they had done the same thing under warranty last June 2022, and I was returned the TV in working condition, but without any clarity on the issue and the solution provided.
I told him to bring whatever he want to fix and do it at my place, so I was told that he will get that small connector tomorrow and try to connect it.
Will post once the connector is replaced hopefully this week.
I have been following up with the service branch head through emails, explaining that the TV issue could be due to a manufacturing defect or misdiagnosis. The panel seems to work fine when connected to JIQ, but fails when connected to the motherboard.
On April 19th, the service center called me to inform that they cannot replace the panel for free, but they can negotiate the panel price. I had already mentioned in my earlier email that I can pay up to Rs. 25k. They informed me that they will try to get the discount.
On May 2nd, I was informed that the discount had been approved and the panel would be shipped. The cost would be Rs. 25k plus labor. The panel was delivered on May 4th, and a technician visited on May 7th to replace the panel. However, the new panel did not turn on after connecting to the motherboard.
He then connected the new panel to Jiq and it passed test ( just like my previous " faulty panel"). So technician suggested it might be smps issue.
I asked him why it was not tried to replace smps on my previous panel and how they decided to replace the costly panel instead of this. I was told that they had received a new advisory from LG last week only, that if panel passes JIQ test they have to try replacing smps.
He ordered smps from store and waited for an hour, while he pushed me for extended warranty with the amount I am going to save now. The cost for smps is around 7k including 1.5k labour.
The replaced smps showed same issue. Then he ordered a new motherboard, saying that since it is a new panel, a new motherboard might work.
Another 30mins of waiting and him complaining that the previous technician should not have raised faulty panel since that too passed JIQ.
The new mobo arrived and showed same result, he checked all cable and told one of the short cable connector have corrosion/ dust and that might be a contact issue. Since that part was not in stock, he tried cleaning it with a rubber(eraser) , but that too didn't work.
Now that he had tried replacing all component, except wifi module, status led and speakers. He then told the TV has to be recalled ( taken to service centre) where they analyze more.
However, I declined this as they had done the same thing under warranty last June 2022, and I was returned the TV in working condition, but without any clarity on the issue and the solution provided.
I told him to bring whatever he want to fix and do it at my place, so I was told that he will get that small connector tomorrow and try to connect it.
Will post once the connector is replaced hopefully this week.
pkhammu2005
Active Member
LG only allows us to interact these Franchise run employees only,with hardly any knowledge
Love4sound
Well-Known Member
So basically the diagnosis itself was not accurate. Still the root cause is not found. New panel doesn’t need new motherboard. Clueless technicians indeed
sunshine_vsk
Active Member
Looks like LG is providing On job training for their service technicians by using your TV as their testing unit. :-(
Update from 9th May
I called the service representative at what time he will be visiting to try replace the ribbon cable. I was told that another senior technician will visit today.
I called the other technician to check his available time, and I was told that the previous technician itself will come. Since there was no clarity between these guys, I asked them to discuss with they lead and let me know.
I received the call from their lead, that according to the technicians the TV has be to taken to service center for "more" analysis. I denied this, I was told that he will discuss with his manager and get back by evening.
Update from 10th May
Got the below whatsapp message from the Manager.
My options now are:
1) Allow the TV to be carried to service center. Looks like they offering the option for me to visit their service center is only a persuasive tactic to allow them to carry my TV.
2) Escalate issue again to higher official again
3) Try legal options and claim for the mental agony I have faced over the last 6 months.
4) Insist them to repair the TV at my home.
I called the service representative at what time he will be visiting to try replace the ribbon cable. I was told that another senior technician will visit today.
I called the other technician to check his available time, and I was told that the previous technician itself will come. Since there was no clarity between these guys, I asked them to discuss with they lead and let me know.
I received the call from their lead, that according to the technicians the TV has be to taken to service center for "more" analysis. I denied this, I was told that he will discuss with his manager and get back by evening.
Update from 10th May
Got the below whatsapp message from the Manager.
My options now are:
1) Allow the TV to be carried to service center. Looks like they offering the option for me to visit their service center is only a persuasive tactic to allow them to carry my TV.
2) Escalate issue again to higher official again
3) Try legal options and claim for the mental agony I have faced over the last 6 months.
4) Insist them to repair the TV at my home.
Technician came today to try replacing the ribbon cable. But LG had send him wrong cable by mistake. Instead of sending shorter of the 2 ribbon cables, they had send the longer one.
The technician left for the day, informing that he will call me once he gets the correct cable by tomorrow.
He took back the new smps and motherboard, new panel is still with me.
The technician left for the day, informing that he will call me once he gets the correct cable by tomorrow.
He took back the new smps and motherboard, new panel is still with me.
So finally after 5 months and 1 day of raising the complaint, the issue got resolved today.
There was no issue with the OLED panel, but it was wrongly diagnosed as a panel issue by the LG technicians. The actual issue was that there is some rust/fungus developed on connector cable.
The cable was replaced and the TV is working fine now, without any issues.
On Feb 19th , I had posted the possibility of wrong diagnose by LG technician here. But these technicians are very incompetent, and even though I raised this to technicians and their managers they were ready to listen.
Below are the chain of events that had happened as per my understanding.
June 2022: TV didn't turn on due to rust on connector. Technician wrongly diagnosed it as panel issue, and replaced panel under extended warranty. TV still didn't turn on as cable was not cleaned.
TV was then carried to service center for "more" analysis, and somehow when reconnecting few times the cable got a good connection and started working.
Technician wrongly thought that TV worked due to Pixel refresh completion and returned the TV with new(replaced) panel.
Dec 2022: I had not turned the TV ON for a week, as I was out of town. It was raining in Chennai, so the moisture could have again caused the rust or fungus to grow.
The technician again did the same mistake of flagging faulty panel.
May 2023: Panel was replaced, but the tv still didn't turn on. As I was paying from my pocket this time, I was adamant that I oversee their repair job.
I didn't allow them to carry the TV to their service center, and they had to a thorough step by step check and diagnose the exact issue, and found that the cable could be the culprit.
Replaced the rusted cable and it worked. Since my older panel was not faulty, technician removed the new panel and connected my older panel (anyway it was used for only 30 hours earlier) and it worked fine.
The newer panel was returned to LG
Expense
First Price Quoted by LG - rs. 1,29,318
Site Visit in Dec
Site visit charge in Dec = rs.472
Repair cost in May
Spare part = Rs.314
Labour = Rs.1859
---------------------------
Rs.2173
Total Damage : Rs.2173+rs.472 = Rs. 2,645 + a lot of mental stress.
Loss of LG: The panel that they replaced in June 2022 would not have been faulty. They wasted a good panel.
My Loss:
1) 5 months without tv
2) Lot of time for back and forth communication. Irritation for just loosing out of warranty by 7 days and being asked to pay 67k for replacement. Lot of dilemma whether to repair OLED or go for a cheaper new TV.
3) Lost Some good relation with LG sellers. As I had to use pressure tactics to push them to get better offer for panel replacement.
4) Chance to get a panel replacement under goodwill. I think LG normally provides only 1 panel replacement and I already got it in last June. Probably they will not offer anything next time.
5) Rs.2654/- , if the issue was correctly diagnosed in June 2022, the cable should have been replaced at that time under extended warranty.
Anyway it is finally settled. Happy to have my TV back.
Till yesterday my OLED was showing only absolute black , today it is showing absolute black along with other stunning colors
.
Thanks to all fellow members and mods for your help and guidance.
There was no issue with the OLED panel, but it was wrongly diagnosed as a panel issue by the LG technicians. The actual issue was that there is some rust/fungus developed on connector cable.
The cable was replaced and the TV is working fine now, without any issues.
On Feb 19th , I had posted the possibility of wrong diagnose by LG technician here. But these technicians are very incompetent, and even though I raised this to technicians and their managers they were ready to listen.
Below are the chain of events that had happened as per my understanding.
June 2022: TV didn't turn on due to rust on connector. Technician wrongly diagnosed it as panel issue, and replaced panel under extended warranty. TV still didn't turn on as cable was not cleaned.
TV was then carried to service center for "more" analysis, and somehow when reconnecting few times the cable got a good connection and started working.
Technician wrongly thought that TV worked due to Pixel refresh completion and returned the TV with new(replaced) panel.
Dec 2022: I had not turned the TV ON for a week, as I was out of town. It was raining in Chennai, so the moisture could have again caused the rust or fungus to grow.
The technician again did the same mistake of flagging faulty panel.
May 2023: Panel was replaced, but the tv still didn't turn on. As I was paying from my pocket this time, I was adamant that I oversee their repair job.
I didn't allow them to carry the TV to their service center, and they had to a thorough step by step check and diagnose the exact issue, and found that the cable could be the culprit.
Replaced the rusted cable and it worked. Since my older panel was not faulty, technician removed the new panel and connected my older panel (anyway it was used for only 30 hours earlier) and it worked fine.
The newer panel was returned to LG
Expense
First Price Quoted by LG - rs. 1,29,318
Site Visit in Dec
Site visit charge in Dec = rs.472
Repair cost in May
Spare part = Rs.314
Labour = Rs.1859
---------------------------
Rs.2173
Total Damage : Rs.2173+rs.472 = Rs. 2,645 + a lot of mental stress.
Loss of LG: The panel that they replaced in June 2022 would not have been faulty. They wasted a good panel.
My Loss:
1) 5 months without tv
2) Lot of time for back and forth communication. Irritation for just loosing out of warranty by 7 days and being asked to pay 67k for replacement. Lot of dilemma whether to repair OLED or go for a cheaper new TV.
3) Lost Some good relation with LG sellers. As I had to use pressure tactics to push them to get better offer for panel replacement.
4) Chance to get a panel replacement under goodwill. I think LG normally provides only 1 panel replacement and I already got it in last June. Probably they will not offer anything next time.
5) Rs.2654/- , if the issue was correctly diagnosed in June 2022, the cable should have been replaced at that time under extended warranty.
Anyway it is finally settled. Happy to have my TV back.
Till yesterday my OLED was showing only absolute black , today it is showing absolute black along with other stunning colors
.Thanks to all fellow members and mods for your help and guidance.
Attachments
Donivlapog
Well-Known Member
For everything they say panel is gone. We must spend 5k on a course to self educate ourselves to avoid their panel replacement trap.
This is what I posted at the start of the thread on Jan 21, looked like some other defect from the start.
Yes. Have been trying to convince the same to LG service from the beginning. Only once we interact with them after the warranty period, we will know how unprofessional they are.
Follow HiFiMART on Instagram for offers, deals and FREE giveaways!
Similar threads
