Friday, January 20, 2012

Faith in LG restored

Over the years we have purchased numerous LG products - often seeking them out in preference to other brands.  Both of our mobile phones are LG, the television we bought 14 years ago, the surround sound system, a dvd player to name some of the items we've bought.  They have all served us well.  So, a little over three years ago we chose an LG 47" LCD flatscreen digital television.  At $2,895 it was an expensive purchase.  The only thing we were disappointed in was that whilst we could record programs to the TV itself, we couldn't transfer those recordings to a USB stick so we could put them on a dvd or to watch on another tele, or at a later date after we had deleted them from the inbuilt hard drive.  We were under the impression we could do so when we bought it.  It also seems we can't even record shows to VCR like you can with most televisions as there is no audio/video out socket.  However, the picture was excellent, and the record feature did come in handy if we weren't able to watch something when it was on, or there were two things on at the same time.
Sadly, on Christmas Day 2011 our LG went kaput!  The screen was black, but all other features still worked - so we could hear, we could change channels, we could play - but not see - programs we had recorded.  Bill did some research on the net and came to the conclusion that it was the screen backlight which had failed.  Fortunately we still had the old LG TV in the dining room, so we weren't left without anything to watch over the Christmas period. We did try the TV out of the caravan, but it was miniscule compared to the 47" so Bill carted the dining room set into the lounge.  It still looks pretty small too, but better than the caravan set.  Contacted LG by email to see if it was repairable - they responded quickly but only to tell me to ring their Customer Care department to get details of an authorised repairer, which I did.  Lady also informed me that the set was "just out of warranty"! Trouble was, closest repairer is in Sale or Maffra.  Sale firm not open again till 9th January, Maffra firm still hasn't responded to two messages I left on their answering machine.  Quote for repair if it was the motherboard that had to be replaced (they don't repair at component level!) was $1000.  Had also rung a firm in Lakes Entrance, they were open between Christmas and New Year, and they quoted about $400 to replace a capacitor which is what Bill thought was the problem.  We had decided we'd at least get a quote from the authorised repairer before deciding what to do.  When I got the $1000 quote I sent another email to LG and said how disappointed we were that the unit had failed just four months out of warranty, and how we would never purchase LG again, and wouldn't recommend the brand to anyone ever again.  Lo and Behold, within 24 hours I'd received a response saying they regrettted the "untimely" issues we were having, and if I got the set assessed by an authorised repairer, at our expense, they would see how they could assist us!  So, off to Sale we trundled, with the TV in the back of the Jackaroo.  We had to go to Morelli's to get a copy of the original invoice (and in the process purchased a new lounge suite!) to send to LG.  We had to go back to Frasca's before 12 noon to pick up the assessment and finally learn what exactly had gone wrong.  Seems it was the screen, but not the capacitors (Bill had already decided that wasn't the problem, because when we thought we'd take it to Lakes for repair he took the back off the set to have a look at it) - rather, it was something in the actual panel that was switching on as it should, but then switching itself off, so no picture.  Cost to repair, $1200 because it mesnt getting a whole new panel (screen).
When we got home I fired off a copy of all the paperwork to LG, and got a very quick response to say they had received it, and would let us know the outcome in a couple of days.  Sure enough, while we were in Bendigo I got a phone call from LG to say that although the unit was out of warranty they would supply the part if we paid for the labour.  We agreed, and I told the man he had restored our confidence in LG products.  Now we just have to wait for Mr Frasca to tell us the TV is ready for pick up.  A good outcome all around.  Thank you Mr LG!

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