Life is no good after I bought the latest model of LG 4K LED TV end of December 2014. Sometimes I wonder why I bought this substandard faulty product for such a high price(MRP Rs. 209900) because of which I am now going through a series of unfortunate events created by LG’s frustrating post sell support.
I bought my LG 4k LED TV(55UB850T) from Ezone(New shop opened at Marathahalli, Bangalore) and when LG installed the product I discovered that I’ve got a 740 hours used TV in a sealed pack! I couldn’t believe my eyes that this can happen when you buy such an expensive product! Anyone can check this by going to the ‘Main Menu -> General -> About This TV’ and there I could see the ‘Total Power On Time’. It should have been zero hours and needless to say that this was a used TV sold to me as new. When I reported this both Ezone and LG they started blaming each other. I have written emails to both Ezone and LG but still didn’t receive any legitimate answer from Ezone or LG about this fraud.
After 10 days of all the dilly-dally tricks Ezone eventually replaced the TV with another one(again a 4 hours used TV in a sealed pack!) which is a faulty TV. I reported the issue immediately to the LG and subsequently sent the picture of the screen to the LG technician who contacted me. I was told(and shocked) by the LG technician that all the LG Edge LED TVs has this ‘5% light leakage problem’. The issue is, when you see a movie or picture which has black / dark areas in it, some areas of the screen glows/appears in white patches and therefore, distorting the subtlety and nuances of the picture(not expect this from such a high-end TV!). I’ve reported this several times and guess what? LG says this is a known issue and as it is per the specification! I’ve nowhere seen this in any LG advertisement / public notice / Pubic awareness documents where LG declared a ‘5% light leakage’ issue exist in their Edge LED products. They never replied to my mail where I asked for the ‘specification’ they mentioned and I strongly believe no such ‘specification’ exist. If I were aware this before purchase(and I believe every consumers has the rights) I wouldn’t have bought this product at all.
The worst part it the LG customer support model. The ASM and BSM(Bangalore) are tied up locally as they take care of the local business. In this case, LG ASM/BSM are closely coupled with Ezone and with other vendors and, as they all are involved in this wrong business, they are tight-lipped – neither Ezone nor LG is responding to my emails with appropriate answers. When I reported this to the call center(and their managers e.g. Kabitha, Shruthi and Imran) and they all gave convoluted statements and false promises eventually pointing back to the Bangalore ASM/BSM who never showed an iota of interest to resolve the issue. Neat result? You got stuck in a deadlock situation where no way to reach to LG senior management(India or Global) who is accountable! Very hard to believe this? Just try to find escalation matrix(other than customer care no. or email from website) or contact details of individuals who are accountable(e.g. LG CEO/CIO or anyone from top management) in LG website(and you will find none)!
Furthermore, LG has given me a hard disk with preloaded movies which are not recognised by this TV! I also have reported this but still now no response! When I sent all these queries to the Bangalore ASM he just replied me saying that the TV is ok as per their ‘specification’ and they can refund me the money if I don’t like the TV! He didn’t respond to any of my queries(i.e. why used TV sold to me and which ‘specification’ etc.). When I replied asking clear statement about the refund of the additional two years warranty(which I bought from Ezone) I didn’t get any further reply till date.
This is a horrendous experience and harassment from LG I am going through which I wanted to share.
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