** FEEDBACK WANTED ON LG PRODUCTS (FREESYNC) & CUSTOMER SERVICE/WARRANTY!! **

[Gibbo]

Hi there


LG have approached me as they understand they need to improve after care and also understand their is some concern on their FREESYNC monitors. As such they want feedback from customers.

Basically, what LG want to know is what problems you can see with the spec of the 29UM67/34UM67 Freesync monitor, how that would affect you when gaming, and what would have been a better choice for spec?

My LG rep understands the power of these forums and really wants some direct feedback on this part.

Also how would you rate the LG service centre and warranty handling?

So, gloves off.....................

 

[ElSenor]

I don't have either of the Freesync monitors, but I do have the 34UC97. Here is my post from that thread on customer service. My monitors backlight bleed became worse within the first month and by that point I had owned it too long to deal directly with OCUK, so I had to the LG RMA process.

Mar 2: Called in and created the ticket. They asked for photos and I submitted them the same day.

Mar 16: Call in because I haven't heard back and it has been two weeks. Turns out they never transferred my photos onto the ticket so their techs haven't even reviewed the ticket. The agent promises me they will expedite this for me and apologizes.

Mar 24: Call in because I haven't heard back since the 16th. Agent checks ticket, say techs agreed it need to be repaired. Asks when I would like it picked up? We agree on Mar 26. He instructs me to take it off the stand and only turn in the monitor to the courier. I ask why I can't use the box it came in, he says the courier will bring there own and to not use me box. OK, simple enough.

Mar 26: Take time from work to meet the courier. Courier showed up with a box for 60" flat screen TV. Asks if my monitor is OLED? I tell him it is OLED backlit, but the display is IPS. Long story short, he doesn't want to take it because he knows it will get damaged in this box. Also, claims that he has been taught not to take "TVs" that are OLED without the stand. He calls his company and informs them. I call LG a bit upset, they assure me the courier will arrive with the correct box tomorrow and apologize for the inconvenience.

Mar 27: Courier calls me to meet up again. Says he doesn't think it will fit again, his company gave him a box for a 55" curved LG TV. We meet up again, more time taken from work, and we agree it shouldn't go in the box he brought. He was a nice guy and I couldn't fault him for not wanting to take it, it would be on him if it was damaged. The company he works for chose the box, not him. So we call LG. This agent wasn't very helpful. He called the courier's company and spoke with them, don't know what they discussed because I was on hold. He comes back and says he is sorry, but they will have to reschedule it again. I lost my cool. I told him this was ridiculous, I've been trying to do an RMA with them for close to a month now and I'm not taking anymore time off of work to meet their couriers! I asked why I couldn't just use the original box in the first place and he said they couldn't guarantee I'd get it back. I asked him to escalate it. He comes back on the phone and says they will e-mail the tech center to make sure they return my box and if not they will send me a new one, then he hung up right after finishing. I called back, explained to the new agent that the previous guy just hung up on me...that didn't get me anywhere, but he did assure me that what the previous tech said was in the ticket and he would talk to him about customer service. I got my box out, packed it with the couriers help.

This is the new bit.

2 Apr: Monitor is delivered. Very impressed with the turn around time. Initial impressions of the monitor aren't very good. After warming it up and recalibrating it with the i1 Display Pro to 6500K @ 100Lum I found a lot of backlight bleed in the bottom right corner. This was very noticeable even in broad daylight.

7 Apr: Called LG again to report back that the backlight bleed is still there and it is now worst. Rep on the phone was very short with me, as if I was bothering him with my call. I called him out and he became a nicer to speak with. He didn't ask me if I wanted to do the survey, probably because I would've down rated him. I sent photos of my monitor in yesterday and I'm waiting to hear back.

13 Apr: LG called and said the monitor looked to be in spec. They said that I should not use the monitor in a dark room and should use a brighter background. I normally use my monitor in the dark, that's why I have the lum set low. They said I could send more pictures or a video so the engineers could looking again. Here are the vid I sent.

https://youtu.be/Fmy7K0kFNv8
https://www.youtube.com/watch?v=Fmy7K0kFNv8

18 Apr: LG called and said they looked at the videos. They said monitor is within spec and to not view it in a dark setting. The backlight bleed shown in the right upper and bottom corners is visible in broad daylight. Dark content viewing is just not good. Highly regret this purchase.


All-in-all, I regret buying this monitor. If by some miracle LG can repair the backlight bleed, I will be happy, but it still would've not been worth the hassle.

 

[Nexus18]

1. the freesync range sucks! 48 is the lowest it operates on your panels, this simply isn't good enough and makes freesync completely pointless on LG screens imo, with my rig in sig, I drop below 48 fps a fair bit when playing demanding titles so it would be instantly noticeable with the stutter and screen tear when freesync has turned off. From what I have read about gsync screens, which operate down to 30FPS, it apparently feels extremely smooth with the FPS around that, surely could you not even get it down to support 40FPS like the benq screen? Saying that, even 40 isn't great....

2. 2560x1080 res. is simply not good enough for 34", perfectly fine for 29" though.

3. You need to be more open with the problems of these UW IPS screens i.e. excessive IPS glow and/or back light bleed. I had to go through 2 x 29um65 to get a good enough screen. My first two were awful and when I contacted LG live chat to see about sending my second screen to LG to get it fixed rather than trying another screen out, I was told this:

"that looks to be fine and within acceptable standards. Use your screen in a bright room with a lower brightness setting and see if the bleed/excessive IPS glow is noticeable then with an image that isn't all black"

They later then said that this was just a problem with the tech. lol....

- firstly, how many people game in a dark room at night?
- how many games and films are there with very dark backgrounds throughout? here are just a few: alien games and films, space films like gravity, interstellar, space games like EVE, the nolan batman films, dying light at night time, pretty much any horror game or film and I could list hundreds more
- lowering the brightness does help a lot, but it isn't really ideal if you want a bright punchy/vibrant looking screen

Just for reference, here are my first two screens with a brightness of 20%:

Spoiler

4. Please stop with the awful glossy plastic finish, it just makes products look cheap, not to mention, a finger print magnet, I used a brush pad to remove the glossy finish on my 29um65 and it looks a million times better:

Spoiler

 

[SiDeards73]

As someone buying a Freesync screen this year, i can honestly say i wont even bother looking at the LG offerings when they are up against much better screens. Im an LG fan as well, i have a 50" LG Plasma in one of my rooms and a 50" LG LED 3D TV in another, so im aware of their build quality etc.

The problem is the current Freesync screens they are offering just cannot compete with alternative products. Im not a fan of superwide at all i have to admit as well.

Would love to see some 144hmz 1440p Screens from LG and especially a good IPS one quite like the forthcoming Asus one.

As it stands right now, im not considering anything less than 1440p 144hz with a freesync range of minimum 20hz, if LG can match that and even do it with an IPS Panel and not pillage my wallet in the process they can gladly have my cash

 

[Tephnos]

Almost every written experience of LG warranty returns for their monitors has been abysmal - there's no reason to buy an LG over someone else like DELL for that reason alone. If it dies on you, or doesn't work properly, you're on your own unless you DSR it.

 

[ShivP]

I've had poor aftercare from LG as well. Was trying to get a replacement power adapter for my monitor and essentially had one response saying "Contact Tech Support and they will send you a new one out." Contacted this "Tech Support" numerous times and no response, and then a month or so later I get a random prepaid label through on my e-mail?!

Ended up buying my own replacment

 

[Daniel - LG]

Thank you all for the feedback so far, it is invaluable for us to be able to improve our service and products

It is really appreicated and will be used towards improvements

 

[thebennyboy]

Wouldn't mind having an LG rep on here, would certainly improve customer satisfaction.

 

[Daniel - LG]

I am overclockers account manager at LG - thought i best get myself on here so I can talk to you all directly!

 

[Marine-RX179]

I've been anticipating the release of the LG 29UM67 for a long time, and already have money stashed aside ready for the upgrade...but as soon as finding LG only having a narrow Freesycn range of the 48-75Hz, I threw that thought right out the window despite months of waiting.

I think LG really dropped the ball on this one in terms of the Freesync range, they had the chance to get my money, but they missed the boat. I am now looking at other brand monitors instead, possibly 2560x1440 IPS Freesync monitor.

 

[BlairH]

I have a 34UC97 and it's a decent monitor; but it has profound backlight bleed, which has now become noticeable, even during the day.

I purchased the monitor on the basis that it has a "3 Years On Site Warranty" as advertised here: https://www.overclockers.co.uk/showproduct.php?prodid=MO-120-LG

However, from what I understand from previous posters, it's not a "true" on site warranty, and it involves returning the display for repair and it's usually gone for some time. This acts as a barrier to me requesting a repair. I've been looking into the prospect of purchasing an LG OLED TV when the technology comes of age, but when I see reports of this nature, of poor service, etc, it turns me off to the possibility.

My question therefore is this. My 34UC97 has considerable backlight bleed; what can LG do to quickly rectify this? I feel that if my repair is quickly turned around, fewer prospective buyers will flock to competing displays, such as the Samsung, Dell and the forthcoming Acer curved display.

 

[Clairvoyant]

I purchassed a LG Flatron 29UM65-P (29") UltraWide Monitor from OcUK. And the Backlight bleed is visable on dark screens. I rang LG CS and all I got was basiclly use it during the day in a well lit room.

Hello I work during the day so only get to play when the kids are in bed. That means night time.

I have yet to ring up and make more noise. (need to find the time to do so). But I also bought LG as it stated on site warranty.

Dont think I will buy LG again.

 

[ElSenor]

I have a 34UC97 and it's a decent monitor; but it has profound backlight bleed, which has now become noticeable, even during the day.

I purchased the monitor on the basis that it has a "3 Years On Site Warranty" as advertised here: https://www.overclockers.co.uk/showproduct.php?prodid=MO-120-LG

However, from what I understand from previous posters, it's not a "true" on site warranty, and it involves returning the display for repair and it's usually gone for some time. This acts as a barrier to me requesting a repair. I've been looking into the prospect of purchasing an LG OLED TV when the technology comes of age, but when I see reports of this nature, of poor service, etc, it turns me off to the possibility.

My question therefore is this. My 34UC97 has considerable backlight bleed; what can LG do to quickly rectify this? I feel that if my repair is quickly turned around, fewer prospective buyers will flock to competing displays, such as the Samsung, Dell and the forthcoming Acer curved display.

Yes, it is definitely not on-site repair. Not sure if you saw my post further up, but I've just gotten off the phone with LG and been told my monitor is within spec.

Daniel - LG

Can you please look at these and honestly tell me that is within spec. Yes, I have yellowish light in the room, but looking at the bottom and upright corners, you can see that is not from the room. I can see that even in daylight when viewing dark content. Not really sure what to do now as I'm still not satisfied with the monitor.

Mass Effect 3
https://www.youtube.com/watch?v=S6gPHt45M60

Netflix - Suits
https://www.youtube.com/watch?v=Fmy7K0kFNv8

I've been advised not to view dark content in a dark room. Seriously, how is this an answer?

 

[BlairH]

Yes, it is definitely not on-site repair. Not sure if you saw my post further up, but I've just gotten off the phone with LG and been told my monitor is within spec.

Daniel - LG

Can you please look at these and honestly tell me that is within spec. Yes, I have yellowish light in the room, but looking at the bottom and upright corners, you can see that is not from the room. I can see that even in daylight when viewing dark content. Not really sure what to do now as I'm still not satisfied with the monitor.

Mass Effect 3
https://www.youtube.com/watch?v=S6gPHt45M60

Netflix - Suits
https://www.youtube.com/watch?v=Fmy7K0kFNv8

I've been advised not to view dark content in a dark room. Seriously, how is this an answer?

"Within spec" is a misnomer used to dismiss claims. You're not sold a product based on an opaque specification that the consumer isn't aware of until there's a problem. The real question you should ask is "is it fit for purpose?"

This being a curved display designed for entertainment use (21:9 aspect ratio movies and games) it is reasonable to assume that plenty of dark content will be displayed. Moreover, it is also reasonable to assume that such content will be played back in dark environments. It is in these environments that the backlight bleed will make itself visible.

With the above in mind, the monitor clearly is not "fit for purpose", as intended. If the manufacturer tells you to change your reasonable use patterns, that's a fair indicator that the product is flawed.

 

[ElSenor]

"Within spec" is a misnomer used to dismiss claims. You're not sold a product based on an opaque specification that the consumer isn't aware of until there's a problem. The real question you should ask is "is it fit for purpose?"

This being a curved display designed for entertainment use (21:9 aspect ratio movies and games) it is reasonable to assume that plenty of dark content will be displayed. Moreover, it is also reasonable to assume that such content will be played back in dark environments. It is in these environments that the backlight bleed will make itself visible.

With the above in mind, the monitor clearly is not "fit for purpose", as intended. If the manufacturer tells you to change your reasonable use patterns, that's a fair indicator that the product is flawed.

Just got off the phone with LG again. The rep was nice, but he didn't really understand what I'm talking about. Unless I send them "a picture of the monitor with a blue background in a well lit room" they wont be able to book it in for repair. They couldn't see the issue in either of the videos.

Here is the screen before repair:


Here it is after


Bottom right got significantly worse. They are refusing to accept the dark background pictures now. I don't get it. Of course I don't really see the bleed on a blue background in a well lit room, but that's the situation I use the monitor in. The rep has agreed to get a supervisor to call me back tomorrow.

 

[BlairH]

Just got off the phone with LG again. The rep was nice, but he didn't really understand what I'm talking about. Unless I send them "a picture of the monitor with a blue background in a well lit room" they wont be able to book it in for repair. They couldn't see the issue in either of the videos.

Here is the screen before repair:


Here it is after


Bottom right got significantly worse. They are refusing to accept the dark background pictures now. I don't get it. Of course I don't really see the bleed on a blue background in a well lit room, but that's the situation I use the monitor in. The rep has agreed to get a supervisor to call me back tomorrow.

Let me know how you get on. It's unfortunate that the monitor seems to have this issue; my example is worse in the top corners.

 

[TNA]

I tend to always stick with Dell monitors for how great their customer service and warranty is. Got a 1080p and a 4k dell monitor in my house and very happy with its them.

If something was to go wrong, one phone call and the next day I have a replacement unit at my door. That right there is what I want from other companies. If LG can offer that then I would certainly consider them for my next monitor purchase.

By the way, I have a 50 inch plasma TV that is LG, very happy with it. Had it for a few years now. Just hope it does not break as I don't even think it was more than the standard year warranty.

My Dell monitors have 3 year warranty on them. When a manufacturer can offer more than 1 or 2 years, I take that into account when purchasing. It shows confidence in the quality of the product to me and gives me piece of mind.

 

[ElSenor]

Let me know how you get on. It's unfortunate that the monitor seems to have this issue; my example is worse in the top corners.

I got a call back from a supervisor just before 6pm last night. I don't remember his name, but he did say he was their most senior rep. He explained why they wanted the blue background/well lit photos, they want to make sure the monitor isn't physically damaged. I told he was the first to explain that and he agreed that there is an issue with the monitor. I was away from home when the call came in and I got back too late photograph the monitor. So, I will be doing that this afternoon. I don't think they work on weekends, so I don't expect to hear anything back until next week. I'll keep updating this thread.

20 Apr: Received confirmation e-mail from LG that they received my newest photos. Just waiting for a call back, hopefully today or tomorrow.

 

[Nasher]

Wow I actually considered buying an LG for a while, won't be now.

Even my 4+ year old BenQ doesn't have backlight bleed anywhere near that bad. Or any of the other issues.

Weird how their TVs dont seem to have issues like this.

 

[BlairH]

Wow I actually considered buying an LG for a while, won't be now.

Even my 4+ year old BenQ doesn't have backlight bleed anywhere near that bad. Or any of the other issues.

Weird how their TVs dont seem to have issues like this.

Yeah, like I said, I've been toying with the idea of buying an LG OLED display; as LG have really put their faith in the OLED tech for a number of years and so will most likely have the most mature and reliable OLED tech in their displays. However, the general customer service expectations is putting me off somewhat.

If I can get an absolute commitment from LG, that backlight bleed of the type photographed in my counterpart's post above is unacceptable, and that LG has a policy to rectify those type of problems, I'll gladly (1) RMA my monitor for repair; and (2) buy an LG OLED for the living room.