- Report: #206048
Report - Rebuttal - Arbitrate
Complaint Review: LG Electronics USA
LG Electronics USA201 James Record Road Huntsville, Alabama U.S.A.
LG Electronics USA, Zenith Rip-Off! In for repairs for same problem 4 times in 3 months. Hung up on me 2x in one day! 1 month for part - 1 month just to get authorization to return. Huntsville Alabama
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We called for service and waited until the next week for our set to be picked up. When we read "in-home service" in the manual, we thought that meant they would at least diagnose the problem in our home. They just picked it up and took it to their repair shop - where it sat for 2 weeks. Every time we called to check on the repair, the receptionist asked us (in very poor English, I might add) if we were sure they had our TV. After a few days, we were told that a part was on order and would be there in about 3 days. We called back in a few days and were told that the part didn't come in. We talked to the repairman who said they were ordering a new board. By the time they finally brought it back to us, we had owned the set for 31 days - 1 day too long to take it back to Best Buy. The receipt said they resoldered the board.
About a week later, we called for service again because the problem was not fixed and seemed to be getting worse. We were referred to another repair shop that actually did come to our home to diagnose the problem. They, too, ordered a replacement board for the set. After 2 weeks of waiting, the repair shop called us to inform us that LG notified them that they are no longer an authorized service facility and could not continue working on our set.
So, we called for service a third time. This time a company came out and picked up the set and took it to their repair shop. A week later they brought it back with a receipt saying they ran it in all six modes for a week and could find nothing wrong. This was a bunch of bologna.
We called for service a fourth time and, again, a replacement board was ordered. This time, we were told it would take a month just to get the part. We are still waiting for this part so that the set can be repaired.
We are fed up with waiting. Our warranty says that our set can be replaced after three repairs for the same problem. We called LG three times today. The first time, my husband asked to talk to the return department. He was put on hold without any acknowlegement. He waited for almost 10 minutes and then was hung up on. He called back. He asked again to be transferred to someone who could process a return authorization and, again, was hung-up on. I called back. I finally talked to someone who said he would put a REQUEST in for a return authorization. He said it will take 7-10 business days to get to the right department and another 7-10 business days to make a decision. We have to fax a copy of our receipt to a number that is long-distance to even start this process.
We have had this TV for 3 1/2 months and it has been in for repairs 4 times. This is totally unacceptable! We simply want a refund! Statistically, a customer who has a bad experience will tell 54 other people. I am going to make sure I am a statistic!
This report was posted on Ripoff Report on 08/14/2006 11:35 AM and is a permanent record located here: http://www.ripoffreport.com/r/LG-Electronics-USA/Huntsville-Alabama-35824/LG-Electronics-USA-Zenith-Rip-Off-In-for-repairs-for-same-problem-4-times-in-3-months-H-206048. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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