LG Electronics — tv defective

Address:

45220

In oct i purchased a 49 inch lg television from a local retailer. Shortly after setting it up i started to experience problems with the set where it would black our losing sound and picture for up to 2 mins at a time. My original calls to lg service resultedin instructions to reset the television both factory and system with no long term remedy of the problem. Eventually i was told that a repair person would need to troubleshoot and "fix" the set at least 2-3 times before replacement could be considered.

The repair company was timely and responded professionally. They ordered and replaced the motherboard. Within days the problem reoccurred. I contacted lg service and they again placed a repair order. The company than replaced the only remaining board (Powersupply) and while talking to repair person he stated that there were no other parts to replace and that a replacement was the next step. Within 5 mins of the technician leaving my house after replacing the power supply the problem reoccurred. He did make asuggestion hat i ensure the hdmi cable was connected to hdmi. I ensured it was and the problem continues to occur. The technician than instructed me to contact lg again and request a replacement. Which i did on november 27th.

During the call of november 27th i was assured that within 3-5 business days i would be contacted. On dec 4th i received a response to an email i sent to lg inquiring about status of the decision. I was told that there was an open case cnn[protected]. I hadnot heard anything about a follow-up so chose to call last night and it was a "horrible" and "unprofessional" experience. Here is the sequence of events for my 4 telephone calls to get this resolved.

Call 1: the customer service person informed me that the above stated request number had not been placed with the correct department and that i would have to start the process over again. I stated this was not acceptable and i wanted to know if there was amethod of expediting to resolve this problem as i had already been patient and waited an extended timeframe only to learn that the request was not compelte satisfactorily. I was than connected to executive customer service whereby the representative proceededto tell me that "when that's the philippines" blaming the original call center for the issue. She than proceeded to provide me with what i assume is standard script as i have heard it repeatedly during each attempt to resolve this problem "i will place therequest and in 3-5 days you will..." to which i stated my dissatisfaction and requested an immediate response and action to replace the defective tv. She placed me on hold stating "i'll see what i can do". After approx. 15 mins she came back on the line andstated "hello mr. Howard" to which i corrected her and stated that she was talking to mr. Snyder. She stated "oh" and placed me back on hold without any other communication. Approx. 6 mins later my call was disconnected.

Call 2: i reached customer service and immediately asked to be connected to a supervisor. I was placed on hold for approx. 12 mins at which time i hung up and redialed customer service.

Call 3. I reached customer service and asked to talk to a supervisor and the representative did not hang up or place me on hold as she reviewed case with supervisor. She returned to the line and stated she would place me on hold for the supervisor. Approx.5 mins later the local supervisor came on the line and after explaining to him my complaint and issue he told me that the only recourse was to be connected to executive customer service to seek remedy for defective tv and to place a complaint about customerservice. I expressed my amazement about this process however went along with the process. He stated he would forward me to executive customer service. I was placed on hold and after approx. 10 mins i hung up and redialed lg customer service by this time beyondfrustrated with the process and planned to just have another request be placed pending my contacting the two of you today.

Call 4: the customer service representative placed the "new" request cnn[protected] however it was clear to me that he was unwilling to acknowledge the problem with the request on nov 27th and continued to make the same comments "i will call you back in 3-5days..."

I have sent an email for the past 3 days to senior lg leaders with no response.