Noozeez – Some brands become famous for making excellent products and some become better known for their spectacularly bad customer service. While Samsung and Sony are known for the longevity of their electronic and their readiness to handle any issues, this certainly isn’t the case for other brands. Typically, a blog post is written from an outsider’s perspective, but this one will include a lot of personal anecdotal reasons as to why the brand LG is dead to me.
The Tale of Woe
Most of us can clearly remember the days when tube televisions were the best on the market; the best you could purchase. They weighed hundreds of pounds and were incredibly difficult to move. For this reason, I purchased one of the first plasma televisions on the market as I was sick of moving a 36” inch Sony monster from home to home. The weight of the product was overbearing and required more than two people to move. Basement deployment was nearly impossible.
At that point, plasma was the new hot electronic and it took a long time for them to become affordable for the average family. Plasma was quickly followed by several other technologies that were equally fresh when they first showed up on the market. However, I owned a plasma. It was made by HP and had a whitewash feature to prevent screen burn-in, or so it said. Needless to say, with a gamer in the house, the TV lasted a dramatically less time than had the five hundred pound Sony.
The next purchase was an LG 1080p LCD 55” television. The picture on that television in comparison with the plasma was insane. Everything was crystal clear and it felt as though you were in a movie as you were watching it. Don’t even get me started on how amazing it was to watch a blu-ray disc on that television. To say that my household was thrilled with the purchase would be a gross understatement. However, that excitement was to be incredibly short-lived. Cut to three years later, when I returned home from a full-time shift at my day job. I was geared up to watch an episode of Sons of Anarchy when I turned the TV on and got a rapid cycling of all of the menu functions. I unplugged the tv and then tried again. It didn’t work. Needless to say, I called customer service and was very polite in relaying my issue. I was greeted with a less than stellar response. I was told that the motherboard was fried and I would have to pay for the repairs, as my warranty had expired. To make a long story short, the repairs and shipping of that TV to a certified repair center cost nearly half what the TV had cost when I purchased it. During the time of my ownership, prices had fallen as the market was gearing up for a whole new batch of technology. I could have replaced the TV for less than it cost to fix it, professionally. So that’s what was done. Two years after that purchase, I had the same problem. Once again, the television simply quit working, right outside the warranty date. LG’s customer service was less than helpful, again. The costs were similar; $400 to fix the television or $500 to buy a brand new one. Guess which choice was made this time. I bought the new one, except this time, I went with an entirely different brand and declared LG dead to me.
The moral of this story is not that LG is a substandard company that is making useless products. I’m positive in both cases, the situation was an absolute fluke. However, in dealing with their customer service department, I was expecting a somewhat apologetic –or at least sympathetic –person and what I got was lackadaisical, throw your hands in the air, couldn’t care less attitude. I felt personally scorned by the company itself, as a result of customer service.
Customer service is supposed to be the line of defense between a brand and frustrated customers, and therefore, the responsibility lies with the person on the other end of the line to allay the customer’s concerns. Have we become a society to whom this doesn’t matter? Are electronics companies making so much money that they just don’t care about a product they’ve manufactured, going kaput after two short years? Had LG cared a little more, they may have retained a customer who isn’t willing to steer future customers away from that purchase.