LG Warranty Woes

"andy"

"andy"

"andy"

Soldato
Joined
9 Jun 2005
Posts
13,988
hi

im looking for some advice on where to go next with this warranty issue i am having with LG. my nexus5 phone's power button broke (an early model before a hardware revision improved the power button design...)

they where quite good at first , sent me a pre paid envelope to send my phone off in. things looked good

well until i got a letter from SBE repair company saying they will not cover my phone under warranty and want money before they send me my still faulty phone back!. there phoneline isnt free and they put you on a hold loop so i have been trying to sort things with LG

on the phone i just get sent round in circles . a different person will phone me back and ask the same information i told someone else earlier before doing it all again

emails.... these started 2 weeks ago. after 10 days and me pushing they sent a reply that had nothing to do with my email (they had obviously not read it and where maybe going off the notes from the last phone call) emailed again and no reply. just ''we are looking into it'' auto replies

oh , they wont stand by the warranty because they say the phone has been opened. it hasnt. 100% . i asked for evidence and was told by the girl on the phone that sbe sent her photos but that she couldn't see what was wrong

oh and another month i think and SBE will destroy my phone and bill me for it apparently...

where do i go next ? is there someone who regulates such things in the UK ? any direct email addresses ?


thanks
Andy
 
sorry forgot to mention this that was my first port of call.

i was just out of the 30 days period and they (carphone warehouse) made a few phonecalls and said i would be best going with LG direct as it would be getting sent away either way (when i mentioned this brief conversation to LG they started blaming CPW for opening my phone... they didnt even take it out of my view

im sure anyone who could solder electronics could have fixed this but i never wanted to ruin my warranty (lesson learnt) problem now is that my phone is being held ransom for money
 
"andy" said:
sorry forgot to mention this that was my first port of call.

i was just out of the 30 days period and they (carphone warehouse) made a few phonecalls and said i would be best going with LG direct as it would be getting sent away either way (when i mentioned this brief conversation to LG they started blaming CPW for opening my phone... they didnt even take it out of my view

im sure anyone who could solder electronics could have fixed this but i never wanted to ruin my warranty (lesson learnt) problem now is that my phone is being held ransom for money
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had the same with that company, i called sony and it was all sorted. guess you need to call Lg look up the number at sayno0870.com saves you money on calls.
 
ive phoned 5 times , emailed about 4. they just ignore me or start the process again due to no communication at there end. cant actually believe how badly they are dealing with it
 
I would get back on the phone to LG and ask to speak to a manager, if they stick by their story that the phone has been opened ask to see the pictures.
 
arknor said:
request another pre paid envelope and poop into it, attach a hand written note saying "your customer support is"
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i honestly thought about this for a second about an hour ago... i was looking for email address on their site and seen the big ''arrange a repair'' button :eek::p

another option a few weeks ago was reporting it stolen by SBE and claiming on insurance but why should i !


just emailed asking for the evidence to add to doing so on the phone. also asked why i am expected to deal with SBE to get my phone back even though my warranty contract is with LG.
 
Demand to speak to a manager and don't be put off. Or demand to speak to complaints department, simples.

Sending yet more emails will just confuse it even more
 
I'd definitely email a director. I did the same for the sham company that is sky. Most diabolical company I've ever had had a contract with. Got resolved the next day.
 
Go back to Carphone Warehouse and let them deal with it now. Your contract is with them, not with LG, so no matter what "policy" they try to push on you, legally they're the company that you should be dealing with, even though you've sent it off already. As a customer you have a right to purchase goods that are fit for purpose. In this instance they aren't and you're getting nowhere with LG. You've also been without the goods for some time, so I believe you can also claim for non-use of the product as well. Get Carphone Warehouse involved asap and don't take no for an answer. Speak with a manager when you go, don't bother dealing with the frontline sales staff, they won't know how to deal with your issue.

Remember that your contract is with them, and as such they have a duty of care toward you as a customer. Remind them of this fact when you go in and if they try and push policies on you, inform them that policies are not law.
 
Hey man have you had any luck yet? I work in Carphone so I can give you some advice on their returns policy and stuff, you are maybe safer asking to speak to a manager like CHokKA said as for the most part the front line staff are students like myself and really wouldn't know what to do.

Ehh, if the phone was bought from Carphone they should honour the warranty, but some companies (huawei) do not deal with carphone and all we can do is give you a number to ring them. Its odd but as far as I know theres not much we (front line staff) can do about it.

I wasnt aware LG worked like this, so you really should bring it into carphone and explain the problem... more than likely they will send it off and their own engineers will fix it, or have they refused to do this?

As much as this has been a horrible experience stay calm, but firm with the manager that whatever problem has developed with your phone is not your fault, Even if it gets sent back in and refused by the engineers if you can stand your ground something will be done for you .

Hope you get it sorted man! My only warranty/RMA has been with overclockers and it was handled very well
 
Experiences like this ended up with me buying an iPhone. I hope you get it sorted but you'll have to fight through the retards just to get any sort of acknowledgement that this isn't right.
 
LG customer service is horrific and LG's service practices are underhanded at best. I certainly will not be buying another LG product.
 
johnny_702 said:
I wasnt aware LG worked like this, so you really should bring it into carphone and explain the problem... more than likely they will send it off and their own engineers will fix it, or have they refused to do this?
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From what I read in the OP he can't TAKE his phone into Carphone Warehouse as it appears to be held to ransom by SBE.
 
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