LG NZ support

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LGSAM

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Master Geek
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#2063227 27-Jul-2018 06:31

networkn:

LGSAM:

It seems that the retailers are happy to help you out, but if the manufacturer doesn't come to the party then their attitude changes quickly .

I agree. I also understand why. The retailer is reselling the product and putting a margin on top of the wholesale cost. If the manafacturer doesn't come to the party, the retailer ends up exposed to the loss of the entire value of the item, despite having made only x% margin. I am not saying this isn't how it should work, resellers continue to operate despite this, so they have accepted it, however it's not a pleasant concept. If you make $500 on the sale of a $5000 TV, and then end up holding the can for the 5K....

I believe it should be LG paying for repair , unfortunately it looks like the only way to get to them is via Harvey's .

LGSAM

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Master Geek
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#2063240 27-Jul-2018 06:36

eracode: @LGSAM We had an expensive 60” Samsung Smart TV that developed exactly the same fault as yours after 3-1/2 years. I went directly to Samsung NZ about it. At first they tried to put me off by saying ‘outside warranty’ etc. So I asked (on the phone) for the matter to be escalated. The supervisor also tried to stall me but I mentioned CGA a couple of times and they agreed to send someone round to look at it.

Two guys turned up in a van, looked at it and agreed it wasn’t good enough. They went out to the van and came back in with replacement 60” screen which they just happened to have brought with them in the van.

They took the telly off the wall, laid it on the carpet, disassembled it, put the new screen in - and there we were with effectively a brand new TV. They also replaced the Wifi hardware module with a more recent version. I was impressed and rapt.

I know yours is an LG but our story is just an example of what can be done.

That is impressive , I am surprised they had a replacement screen . Well done .

Paul1977

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#2063357 27-Jul-2018 10:03

The couple of times I've contacted LG they have gotten back to me pretty quickly. But I believe it was Australian support (and I'm not convinced who I spoke to was even based in Australia).

Mine was a new TV, but I initially went directly to LG support because it was unclear if it was a fault with my TV or a firmware bug.

In the end I didn't make a lot of progress directly with LG so went back to the retailer who contacted LG themselves and I ended up getting a replacement unit.

Obviously you're in a different situation as your TV is a lot older, but I tend to think you will get more traction going through Harvey Norman.

I agree with everyone else who has commented to not go in making demands or being confrontational. The most important thing is to get Harvey Norman onside so they go to bat with LG on your behalf.

jonathan18

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#2063553 27-Jul-2018 12:20

I recall earlier comments here on GZ re the lack of NZ-based support from LG, and that that could cause hassles when dealing with problems; I'm pretty sure it was in the context of advice I sought on front-loader washing machines, as I recall this was the main reason I discounted buying an LG machine.

I agree with the above advice re dealing directly with HN - it's somewhat easier to follow these things up in person, rather than solely via email; it's also their job to liase with the manufacturer, and if they're not based here in NZ and more difficult to deal with, that's their issue to manage not yours.

Agree also that you're bound to catch more bees with honey (I think that's the expression?!), so the attitude you take into this may well affect the final outcome and the speed in which this is determined.

LGSAM

237 posts

Master Geek
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#2063558 27-Jul-2018 12:27

jonathan18:

I recall earlier comments here on GZ re the lack of NZ-based support from LG, and that that could cause hassles when dealing with problems; I'm pretty sure it was in the context of advice I sought on front-loader washing machines, as I recall this was the main reason I discounted buying an LG machine.

I agree with the above advice re dealing directly with HN - it's somewhat easier to follow these things up in person, rather than solely via email; it's also their job to liase with the manufacturer, and if they're not based here in NZ and more difficult to deal with, that's their issue to manage not yours.

Agree also that you're bound to catch more bees with honey (I think that's the expression?!), so the attitude you take into this may well affect the final outcome and the speed in which this is determined.

I agree , I have no reason to believe HN will not try to help out but had hoped LG would have more local support .

Paul1977

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#2063714 27-Jul-2018 15:42

jonathan18:

Agree also that you're bound to catch more bees with honey (I think that's the expression?!)

Catch more flies with honey (than with vinegar).

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LGSAM

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Master Geek
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#2063739 27-Jul-2018 16:27

Thanks for the advice guys , at least if all else fails I will know how to catch bees or flies

ajw

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#2063761 27-Jul-2018 16:49

Slightly OT but I have a 49" LG 4K smart TV which is a year old. Contacted LG support recently to find out when they would be rolling out the new software upgrade for Freeview plus. As LG handle the software upgrades wasn't impressed when LG support advised that it wasn't there problem and to try and contact freeview. Did that two weeks ago and still waiting for a reply.

LGSAM

237 posts

Master Geek
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#2063768 27-Jul-2018 17:10

ajw:

Slightly OT but I have a 49" LG 4K smart TV which is a year old. Contacted LG support recently to find out when they would be rolling out the new software upgrade for Freeview plus. As LG handle the software upgrades wasn't impressed when LG support advised that it wasn't there problem and to try and contact freeview. Did that two weeks ago and still waiting for a reply.

When I had firmware issues in the past I contacted LG on Facebook , It seemed the person responding then may have been in NZ and was very helpful ,not sure if they are responding via FB any longer .

ajw

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#2063771 27-Jul-2018 17:13

LGSAM:

ajw:

Slightly OT but I have a 49" LG 4K smart TV which is a year old. Contacted LG support recently to find out when they would be rolling out the new software upgrade for Freeview plus. As LG handle the software upgrades wasn't impressed when LG support advised that it wasn't there problem and to try and contact freeview. Did that two weeks ago and still waiting for a reply.

When I had firmware issues in the past I contacted LG on Facebook , It seemed the person responding then may have been in NZ and was very helpful ,not sure if they are responding via FB any longer .

Facebook is how I contacted LG plus customer service via the 0800 number.

LGSAM

237 posts

Master Geek
+1 received by user: 21

#2063773 27-Jul-2018 17:20

Sounds like there is no longer any NZ support as there was in the past .

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Bung

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#2063855 27-Jul-2018 21:13

A few years ago LG had a couple of product managers for tvs here but the technical support was in Aus. That wasn't helpful in my case as Aus handled the guide differently to NZ and the feature worked there.
I think I got in contact with them via the contact email for LG NZ as I didn't want to have to use FB.

jonathan18

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#2063905 28-Jul-2018 09:03

Paul1977:

jonathan18:

Agree also that you're bound to catch more bees with honey (I think that's the expression?!)

Catch more flies with honey (than with vinegar).

My father, were he still alive, would have been most embarrassed on my behalf - he was a man of many such sayings, and clearly I've only half-remembered them!

dejadeadnz

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#2065294 30-Jul-2018 21:22

networkn:

I agree. I also understand why. The retailer is reselling the product and putting a margin on top of the wholesale cost. If the manafacturer doesn't come to the party, the retailer ends up exposed to the loss of the entire value of the item, despite having made only x% margin. I am not saying this isn't how it should work, resellers continue to operate despite this, so they have accepted it, however it's not a pleasant concept. If you make $500 on the sale of a $5000 TV, and then end up holding the can for the 5K....

I don't know what's so understandable about this. Generally, electronics are fairly reliable in this day and age. Add that along with the general apathy of most customers who won't pursue anything with great rigour if something breaks after a few years then if you're a decent retailer and can sell at volume, you just the odd losses from legitimate CGA claims. It's just the cost of doing business.

They didn't sell that TV to anyone as an act of charity.

LGSAM

237 posts

Master Geek
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#2077695 22-Aug-2018 21:14

Some progress , Lg have seen photos of the fault and agreed to cover parts and labour if it is a manufacture fault . I have taken the TV to service agent who said it will need a new screen .

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