[Resolved]  LG Electronics — lg tv web os calls for software bug

Address:

600073

Dear customer service team,

I understand lg name stands by it's own in term of quality product as well as meeting the highest customer satisfaction index.
In above scenario, with highest confidence i purchased this tv in jan'18 which is used in range of 5 hrs a week.
It means usage pattern was (6 months * 20 hrs) = 120 hrs in 6 months span
Unfortunately since aug'18 tv had power issue (Displays only lg logo) and screen disappears and turns on with same logo.
Hence registered call booking through customer care executive (Complaint number : rnp[protected], dtd. 05-aug'18) with sms on the dealer details tirumala electronics - [protected] capturing above reference details)
Following day, authorised expert person came to ivestigate the issue & concluded as software issue followed pcb replacement if software bug is not fixed. (Reason confirmed was board heating) with clear target date for software as 5 days.
Till 17-aug'18, i tried to reach either the authorised expert person nor dealer with no response.
However cusomer care team assisted with contact number as listed below :
Asm : mr. Ajay kumar (Mobile : [protected])
While explaining the same, i proposed for replacement as i have this problem. He convinced me that it is board issue which can happen due to spike or it can be due to poor usage from my end.
When i reached customer team on 25th aug'18, to re - open the first complaint reference number as the first registered call reference was cancelled (Reason was customer not reachable) & closed.
Since it can't be re-opened, registered a second complaint : rnp[protected] on same day assisted with contact number as listed below :
Asm :mr. Nana morthy (Mobile:[protected])
Bsm : mr. Gopala krishnan (Mobile : [protected])
As the first and second number was not reachable, i tried to call bsm and spoke for 20 minutes inspifte of his busy schdeule to explain me the web os software has reached to his e-mail but have issue in downloading.
Hence he went for my favor to replace the board (Which was surprise for me, to see why should lg change the board for simple software issue)
As per his direction, lg authorised dealer called me from [protected] on same day to send next expert person as the first expert person is in kelambakkam area (Where they have network issue to reach).
Hence second expert guy visited my home at post lunch session, where i requested him to teach me on "know how" to handle this product as to avoid the customer handling issue as quoted by asm : mr. Ajay kumar (Mobile : [protected])
He explained the same, later we tried to reach the same person to get his confirmation on the knowledge gained by me thru' your expert person with no response
To add with, expert guy was not having the data log sheet on the initial complaint history which was reported reflecting for the software issue.
Hence he agreed to bring the job data log sheet to fix the issue. Till now i'm waiting for the same.
Please advice on the same.

Thanks
Senthil