LG Electronics
Poor Quality and Poor Customer Care Service

I purchased an LG Home Theatre System from Best Buy on February 5, 2009. On March 22nd, 2009 the DVD player started to lose it's picture and every 5 to 7 seconds the picture would turn black but the sound would still be heard. I contacted LG hoping they would actually offer to replace the system since the product was only a few days past the 30 exchange period. They refused and made me have the item repaired. So I am basically stuck with a brand new now refurbished LG product. The HT963TA was actually on a list that was sent out to all ASC (service centres) which informed that the product was to be exchanged and NOT repaired. The product was taken off the list in February yet LG was too cheap to offer me a replacement.

Here was my letter to them:

On February 5th, 2009 I purchased a brand new LG home theatre system from Best Buy. On Sunday March 22nd, my family was about to sit down to watch a movie. During the start of the movie the screen started flashing black. The sound was always there but the picture kept turning black. I tried to replug everything but nothing worked. I took the unit upstairs to my other HD TV and the same thing happened. I tried using 3 different HDMI cables but nothing helped. I tried contacting LG who told me that the unit had to be brought in for servicing at AudioVideo RD. When I called, the person I spoke to told me that this unit was on a list that was to be exchanged and not repaired. I was relieved because I believed I shouldn't have to be stuck with a refurbished unit I paid full price for only last month. When I called LG back they told me that the list was an old one from December 2008 and that a new list was distributed in February 2009. They told me I had to have the unit serviced. I am asking you politely to reconsider your decision as I truly believe that LG has a better reputation than to force defective products onto it's customers when the unit broke down only days after the 30 day exchange warranty expired. If you insist I have my unit serviced I will have no other choice but to do so. However, I will make the general public aware of the service you have provided and the quality LG has put out on the market. I am not making any threats here I am just pointing out the facts of how my case was handled.

This was their reply:

Hello

Thank you for contacting LG Customer service. We are here to help provide you with the answers or guidance you need. If you require further assistance please submit a new request or contact customer service at 1-888-542-2623.

Unfortunately after the initial 30 days the unit must be serviced. Please take the unit to Audio Video RD to have it looked at.

Well, I am keeping to my word and I am going to make everyone aware of the way LG has handled my situation. They are putting out poor quality products as they had these products on a list to be exchanged. They are aware of the problems but refuse to replace them. Their customer (we don't) care centre is a joke and only after numerous phone calls will they call you back with an answer. A pathetic one at that. I suggest to the world that even if LG is offering their products cheaper than the competition it is worth paying the extra buck to get a quality product that won't force you to have repaired two weeks after the 30 day exchange policy. AVOID LG PRODUCTS!

Company: LG Electronics
Country: Canada
Province: Québec

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