Hellopeter
Share Your Experience

1 reviews | Active since Feb 2012

21 Apr 2018, 14:23

Non-existent customer service

Three times I've had to take my TV to XecuTroniX for the same issue. I've been charged R2808.23 for new part that obviously have not fixed the issue. In addition, I now have a scratched stand while the TV was booked in.

LG Contact Centre and Social Media team only refers me back to XecuTroniX, no attempt to understand nor assist with issue at hand. No way to escalate the issue. No means to complain.

Seems like there is no customer service in place other than to redirect people back to either the store (if still under warranty) or to XecuTroniX (if out of warranty). No alternative contact number is provided other than the ********** 454 number.

This is frustrating

0
Replies (9)
LG Electronics
LG Electronics's reply23 Apr 2018, 10:39
Official

Good Morning,

Thank You for correspondence.I must apologize for the inconvenience caused .

An employee from lg will contact you shortly.

Best regards,

LG Electronics
LG Electronics's reply25 Apr 2018, 11:33
Official

Good Morning.

As per our service agent please see email below from Xecutronix.

Hi,

We’ve checked both our systems and we only have record of one repair.

JOB22539 – Main pcb was replaced in February at R2808.23

Unit booked in with scratches on the stand and the screen.

Kind Regards.

Customer Care.

Best regards,

's update30 Apr 2018, 14:02
Reviewer Update
UPDATE: No one from LG has contacted me as they suggested on the first comment 7 days ago. Instead, they forwarded this review to Xecutronix Johannesburg Team. Lolly from Xecutronix contacted me, based on our conversation, she remembered me from the time I went there earlier this month. She asked to get back to me once she knows what needs to be done.
LG Electronics
LG Electronics's reply02 May 2018, 16:23
Official

Good Day.

I have tried several times to contact you, the phone goes to voice mail . I left a message on the voice mail.

Kind Regards.

LG Customer Care.

Best regards,

's update24 May 2018, 15:48
Reviewer Update
UPDATE: A month after logging this HelloPeter review, still no contact from LG. Also, never received any voicemail as reported above. I'm not sure how LG is not able to get hold of me when Lolly from Xecutronix is able to reach me when she needs to, are you even using the correct number? Why have you not emailed me? Why have you not provided me with a number to contact you? Thanks to Lolly from Xecutronix, I have a number for Natasha to contact but also have not been able to get through to her. All I want you to know is two things: 1. What happens when Xecutronix cannot fix an LG device? Someone from LG must have an answer to this. It's really unacceptable to dump your customer when issues prop up with your product. Even if the issue the issue is not fixable, just come out and say it so I can cut my loses and buy another TV that works. 2. Is my TV issue an isolated isssue or the first time LG/Xecutronix encounter such an issue? If yes, why can't LG be willing to take the TV back to examine it and/or replace it with a similar model? If not, why does Xecutronix seem to not know how to fix it and have been charged for something that does not fix the issue? Can someone contact me with answers? OR is that too much to ask from LG?
's update24 May 2018, 15:48
Reviewer Update
UPDATE: A month after logging this HelloPeter review, still no contact from LG. Also, never received any voicemail as reported above. I'm not sure how LG is not able to get hold of me when Lolly from Xecutronix is able to reach me when she needs to, are you even using the correct number? Why have you not emailed me? Why have you not provided me with a number to contact you? Thanks to Lolly from Xecutronix, I have a number for Natasha to contact but also have not been able to get through to her. All I want you to know is two things: 1. What happens when Xecutronix cannot fix an LG device? Someone from LG must have an answer to this. It's really unacceptable to dump your customer when issues prop up with your product. Even if the issue the issue is not fixable, just come out and say it so I can cut my loses and buy another TV that works. 2. Is my TV issue an isolated isssue or the first time LG/Xecutronix encounter such an issue? If yes, why can't LG be willing to take the TV back to examine it and/or replace it with a similar model? If not, why does Xecutronix seem to not know how to fix it and have been charged for something that does not fix the issue? Can someone contact me with answers? OR is that too much to ask from LG?
's update24 May 2018, 15:48
Reviewer Update
UPDATE: A month after logging this HelloPeter review, still no contact from LG. Also, never received any voicemail as reported above. I'm not sure how LG is not able to get hold of me when Lolly from Xecutronix is able to reach me when she needs to, are you even using the correct number? Why have you not emailed me? Why have you not provided me with a number to contact you? Thanks to Lolly from Xecutronix, I have a number for Natasha to contact but also have not been able to get through to her. All I want you to know is two things: 1. What happens when Xecutronix cannot fix an LG device? Someone from LG must have an answer to this. It's really unacceptable to dump your customer when issues prop up with your product. Even if the issue the issue is not fixable, just come out and say it so I can cut my loses and buy another TV that works. 2. Is my TV issue an isolated isssue or the first time LG/Xecutronix encounter such an issue? If yes, why can't LG be willing to take the TV back to examine it and/or replace it with a similar model? If not, why does Xecutronix seem to not know how to fix it and have been charged for something that does not fix the issue? Can someone contact me with answers? OR is that too much to ask from LG?
LG Electronics
LG Electronics's reply28 May 2018, 10:13
Official

Good day

As per Lolly please see report below ,tech advised customer to bring the sounbar with cables to test on the tv.

Unit came in with HDMI problem and main board was replaced,few days later he came back complaining that the tv does not auto sync from tv to sound bar,tech advised customer to bring the sounbar with cables to test on the tv.

Kind Regards.

LG Service Team.

JOB NUMBER
MODEL
SERIAL
22539
47LA6210.AFB
306SASU0H662

Kind regards

Best regards,

's update28 May 2018, 18:56
Reviewer Update
I think you only got the tail of the issue and I get no one outside Xecutronics is willing to talk to me regarding this issue. Disappointing you have not responded to the questions posed in my last comment. Disgusting that you have not picked up the phone to talk this through with me or provide with a number. If the only way to deal an LG Electronics issue is keep taking the Xecutronics even when they have not resolved the issue and are clueless on it, then I understand and I've learnt my lesson. Never buying an LG again.