SM
Sipho M

1 reviews | Active since May 2020

09 May 2020, 12:31

LCD FAULTY

I have a problem with the LG Service Center in Rustenburg VHS Video & TV Service. I took my LCD LG50LA6130 for repair after we called LG South Africa and they referred us to them as their service provider. The LCD went in as it was blank on the screen which they check and they confirmed it was the Back Lights they quoted me R3998.00 for the repair which they did do I was away with work for weeks and I came back on the 24March 2020 which was a day before lockdown I then collect the LCD. I they tested it which and I went home after I connect the LCD for the kids to watch and after and hour or two it started showing a line and as it gets hotter it started showing more lines I then I called they told me to bring it tomorrow morning which I did and I drop it off by them the ask me to come check it in the afternoon. I called the several times and it was not ready and since it was the last day 26 March 20 which the lockdown will be starting the following day. I went and lucky when I came in they said it was done and I ask the technician what was the problem he told me he doesn't know what happen but the screen was cracked but all was now well I didn't want to ask to much question and I took the LCD and went hope I connect it again and it played again for few and it went complete dead so the next day my wife contacted LG and explain to them what was the problem they asked us to hold on until the Service Center is up and running again.Thursday 07.50.20 I tried the number it rang and I ask if they were open and ask what was my problem and then explained and I was told to bring the LCD again to check on my arrival I offload the TV and the shop assistant help me and test the LCD. And the owner said to me that they are going to book the LCD in as this was no longer the same problem that the TV came in with at first he ask me to pay a R100 and he started being defensive when I ask him how does want me to accept me pay R3998.00 for a LCD that played less four hrs and expect me to pay more. I explained to him why my suggestion were on this matter but he would listen and he wanted me to pay the R100 for checking the very same unit that came to my house for less than four hrs. I want to tell LG that I want their service center to take back the parts on the unit and give back my money since they saying this is not their cost. I ask the guy if we can do the rechargeable he refused and his very rude and my wife called him and ask him remove the parts and take the labor and he refused and say his not going to refund us he has done the job and we can go wherever we want his not going to give back the R3998 I want LG to give back my money

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Replies (8)
LG Electronics
LG Electronics's reply11 May 2020, 09:44
Official
Good day Sipho,

My name is Reuben from LG Customer Care.

I must apologize for the negative experience that you had to endure.

I will escalate your complaint to management and then an LG representative will make contact with you in order to assist you further.

I will revert to you with your complaints reference number shortly.

Warmest Regards
LG Customer Care

Best regards,

LG Electronics
LG Electronics's reply11 May 2020, 12:20
Official
Thank you for your patience.

A formal complaint has been registered on the system and your complaints reference number is as follows: VCU***

An LG representative from the complaints department will contact you as soon as possible in order to resolve your query.

Warmest Regards
LG Customer Care

Best regards,

SM
Sipho M's update13 May 2020, 11:10
Reviewer Update
LG please note I'm not going to wait forever I still have not received a call to assist me with the way forward and yesterday again my wife did call and we spoke to Patricia who promised to come back and as yet no one has come back till now. This is now taking long and I'm getting fed up with this. I need answers today and now
LG Electronics
LG Electronics's reply13 May 2020, 13:12
Official
Good day Sipho,

My name is Reuben.

I will follow this up and get back to you with feedback shortly.

My apologies for the inconvenience.

Warmest Regards
LG Customer Care

Best regards,

SM
Sipho M's update13 May 2020, 13:26
Reviewer Update
Reuben you very ************* after you rep**** on this comment I sent a reminder to your after care Whatsapp requesting you/on someone to call me nothing has happen. I will be from Rustenburg in the next two weeks and how do you expect me to move here without answers and that unit I left it with your service. You need to do something and stop making empty promises I've paid a lot of money to be continuing entertaining this nonsense.
LG Electronics
LG Electronics's reply13 May 2020, 16:26
Official
Dear Sipho,

I escalated your query to my Supervisor named Olivia who explained that she spoke with you, and that you were still not satisfied with the outcome, which left her in the position of having to escalate the matter to the Service Director. That's what she informed me of and explained to me that she had explained that to youas well

Are you saying that you were not contacted and informed of this?

Best regards,

SM
Sipho M's update13 May 2020, 16:40
Reviewer Update
You guys must stop lying and get to the point your so called supervisor only got to me after I posted this message 13h26 she called me at 14h14 the time that is recorded on my phone and he didn't say anything to me the only thing she said was that she has escalated the matter to the director and she will come back to me with the solution before the end of business of today which has not happen and now I receive your message which still doesn't solve my problem. And if she is saying I'm not happy with the outcome which outcome is she referring too? Who did she give the out come to definitely not me because she only told me that she is waiting for the director. My question to you is till when must I wait because at first the guy at your service center gave me a sick attitude which actually made me very furious and on top of it all he still want me to pay R100-00.I don't want stories I thought I'm dealing with human beings and trying to be understanding due to the current life stage but I am been treated like dirt I have been patient but now I have run of that.
LG Electronics
LG Electronics's reply14 May 2020, 12:00
Official
I do apologize for the inconvenience, sincerely.

The issue at this point is that the repair agent you used is not actually affiliated with LG according to LG records, so we as LG are trying to find out a way to assist you. We do understand that this is very frustrating to you and we are doing our best to asist you. I understand that your patience has run out and that you feel like we are treating you like dirt, but we are still in the process of finding a solution.

Warmest regards
LG Customer care

Best regards,