Bests & Worsts Reviews from Amazon

Originally we were happy with this TV. But then we started to notice vertical grayish lines going across the screen in few areas of the screen. The defect was mostly visible on pale colors, with video such as sports or nature. It was also especially visible and causing distraction to the viewer when picture was moving around, creating an effect the something is sticking to the inside of the screen. We thought warranty support would take care of this, how wrong were we. We called LG and they sent technician to our place where he identified the problem, and ordered replacement panel. After the panel was replaced the issue became worse. Now instead of few grayish line in the screen, we had full array of them covering nearly every spot. It appeared LG has replaced one defective panel with another. LG technician right away told us that since the panel was replaced that was the ultimate fix. We of course requested further service. LG technician started to agree that problem needs to be continued to be worked on, but requested we call LG customer support to have second panel replacement approved or for possibility of getting replacement TV. We haven’t received either. LG customer support line has few tiers of support. The first tier, which picks up nearly instantaneously, are very basic support where it seems LG has hired bunch of 16-18 year olds. Not a single time I got to speak to anyone knowledgeable or even anyone with mature voice at this level. For problem like ours we were always transferred to so called VIP line. But to even speak to someone there we were constantly on hold 20 minutes to 1 hour. On few occasions call was dropped or the person picking up accidently ended up hanging up the phone, and not a single time anyone bothered to call back prompting us to call back and go through painful process again. Originally we were told we would be contacted by Resolution Center within 3 days that takes care of long standing or repeated issues. After we haven’t received call within a week, I called back and talked with supervisor. I was told that they don’t have any Resolution Center I was told about, and this is support line to deal with. I was also told that they weren’t planning on calling us since technician informed them that the issue was fixed. I said that is impossible since technician confirmed issue still exist and actually has gotten worse. They said they would find more info and call us back. No one has called. Another week goes back we call again, but get told exactly the same thing. After we inquired on how this could be possible, and that there is either confusion going on or technician was misinforming LG, rude supervisor suggested instead that I could be lying. We demanded someone else to be sent to look into the issue. After few angry conversations and lot of time wasted LG agreed to send someone else. Second technician also identified and agreed the issue was there. Took multiple pictures with his cell phone and sent them to his manager. However, the issue is hard to spot on cell phone camera, and much better visible in person. On a side note second technician has suggested that even if we get replacement panel approved it could likely arrive with the same issue as LG has bunch of refurbished panels with similar issues floating around. We replied that this was in no way acceptable for expensive 4K TV. After we call LG again we get told the same thing, issue doesn’t exist. The findings were based of cell phone pictures however, that were reviewed by the management. Their own technician’s opinion doesn’t matter. We complained again and tried to escalate further with management. In meantime we took a video of the issue with high quality camcorder and forwarded it to them. None of this helped and they only agreed to send in technician again. We also have 55” same model TV that was located at different address, and that TV has flawless picture. For next technician visit we decided to bring the other TV over to do some side by side comparison. Technician again agreed the issue was there, called tech center and confirm it with them. But then again ended up taking view pictures with his phone, assured that this would be taken care of, and left. Now we are again struggling and arguing with VIP support which claims issue doesn’t exist. This has been by far the worst warranty and customer support experience we ever had, and we do own a lot different equipment and has dealt with various manufactures often. I also work in IT industry myself and in past 15 years have never encountered support to be so abysmal. Their customer and tech support works against the customer, not for it. They will go great lengths to prove customer wrong, make dubious claims, escape their responsibilities for addressing issues under warranty and or even provide decent customer support in general. Few years ago we had similar issue with Sharp LCD TV, where we had single gray line going across the screen. After first visit Sharp has replaced the TV with newer model. No hassle and we got newer model. When I mentioned my experience with Sharp to LG, their reply was “Ok. Where is Sharp at now?”, meaning Sharp is not selling as many TV and not doing as good. This is how unprofessional they have been. AVOID this company at all costs. You can go with any other major manufacturer and be in safe hands, even if there are issue you can push to the management and get things resolved, with LG effect would be opposite. It has been 3 months of struggle with warranty and no resolution in sight. LG has only managed to make the problem worse. We have filed complain with BBB, and also intend to hire independent TV repair analyst to perform investigation and then take LG to court. If you want to avoid this terrible experience after spending your hard-earned money on their products, go with different brand. My family, my work colleagues and I will never make the same mistake again.