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28 posts

Geek


# 251635 4-Jul-2019 11:37
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Hi GZers,

 

Have been working through the warranty process with LG over a dual monitor setup. I feel like I'm hitting a wall and would like some advice.

 

Background is I brought two LG 24MK600M-B 24 from PB Tech for home office dual monitor setup. After install I noticed when side by side there was a colour differential in the monitors where pure white in one monitor was showing as grey in the other. I went through the logical steps in terms of checking cables, GPU outputs, performing factory resets etc. After which I contacted support which took me through their troubleshooting. After no improvement they told me to send through an image of the issue and then after viewing said to take it to a service center.

 

Click to see full size

 

After closing the chat they email through the service center (but no reference). As an aside I also used the "send me an email with the transcript of this chat" function but didn't receive the transcripts (I did this for all my later conversations after this, and didn't receive any transcripts).

 

The service centre came back and said there was no manufacturing fault and so I'd be charged a $50 fee, which I get from their end. However I went back to LG via chat and pointed out that this doesn't solve my problem (which they had agreed with after viewing the image). The service person said they would escalate it to their manager who would be in touch with me, I pressed them for a timeframe and they said probably with 48 hours. At this stage I also asked for a copy of the transcript of the current chat and my previous one to be sent to me. The service rep said they would have to check with their manager, and came back later that I would need to lodge a request via privacy@lg.blahblah (which I did and have not received even an acknowledement).

 

After a week with no contact from the manager I detailed out my experience thus far and sent via the customer complaint submission portal on the site, I did receive an acknowledgement a day later saying that my case had been assigned a manager, and they would be gathering the relevant information and would be in touch with me. 

 

So that was a week ago, I tried the customer service line this morning and was told the case manager wouldn't be in until later, so I am waiting on that call.

 

At this stage I can easily deal with $50 and an off color monitor, but I'm pretty salty about the whole experience and (as is always the case with customers who have experienced a perceived injustice) now I'm just looking to escalate to prove a point.

 

Would be good to get some perspective from other GZers on:

 

- Am I being unreasonable (honestly I have no ego involved in this, so don't hold back)

 

- Potential ways forward (pay the $50 and take it back to PB Tech?)

 

Any other thoughts/suggestions you might have.

 

Thanks for taking the time to read my novel :D

 

Also I've put below the customer complaint logdged for completeness.

 

Dear Sir or Madam,
I am writing to express my disappointment at the quality of after sales service I have received from LG.
I purchased two LG 24MK600M-B 24" on the 9th May 2019, after setup in a dual screen configuration I noticed that the display colours of the two monitors were noticeably different with a monitor displaying greyish colour rather than white. This was particularly noticeable as the monitors were side by side. After performing a factory reset, switching cables, and output ports from my GPU there was no change in the output. At this point I contacted LG support via the website chat portal, after working through troubleshooting suggestions with the support person, and uploading an image showing the color differential (attached) the support person told me to take the monitor to a LG service center. This was communicated to me via an email and contained no ticket number or unique identifier for me to give the service center.
In all my chat conversations via the website I used the “send me a copy of my transcript” option and have not received any communications (I have regularly checked my spam boxes)
After following up with the service center I was informed that the monitor was performing as expected and that there would be a $50 service fee. I contacted LG support again via chat and was told that from LG’s point of view that warranty request was closed. I pressed the support person that I did not think was right as LG had acknowledged that there was a differential between the monitors, and the support person told me they had escalated this to their manager who would be in touch. I asked what the expected timeframe was for them to contact me and was told that it would likely be 48 hours. As part of this conversation I asked the service person for a transcript of the conversation (and my previous conversations) to be sent to me, the service person was unsure if they could, and had to check with their manager, I was then informed that I needed to submit a request to privacy@lg.com.au I did so on the 21st of June, and have not received any acknowledgement or response since then.
That I am now in the position where I have a monitor which has a noticeable colour discrepancy with its counterpart (a differential which LG have acknowledged when I first submitted the support ticket), on top of this in order to get access to this monitor I need to pay a fee of $50. I feel like LG has not met its obligations under the Consumer Guarantees Act and more importantly has not supplied the support I would expect from a leading brand.
I would like to discuss with someone options to remedy this situation. Can you please have someone review the correspondence I have had previously and call me on 022XXXXXX, or email me at xxxxxxx@gmail.com.
My expectations are that LG:
Send me transcripts of all the communications we have had (under email addresses xxxxxx@gmail.com, phone number XXXXXXXX
Arrange for the service center $50 fee to be waivered and for a replacement monitor be issued, or for it to be repaired to a point where it is of the standard as the other monitor.

Thank you for your time.

 

 

 

 

 

 

 

 

 

 

 

 


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  # 2269912 4-Jul-2019 14:18
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Have you tried talking to PB Tech and asking them to swap one or the other out so you can get two identical ones? I'd be talking to them rather than LG to begin with, and if they don't com to the party point out you purchased them to use as in a dual screen setup, expecting them to be identical, and they can resolve the issue or you'll make a CGA claim that they are not fit for purpose. 





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  # 2269928 4-Jul-2019 14:49
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The lack of uniformity across the panel is a common issue with IPS panels. Often one side will appear more yellow than the other. If you swap the monitors around, the issue may be more/less noticable. As for the $50 fee you shouldn't pay that. If LG accepted it as an issue, it's an issue, even if it's an issue the customer service should have been able to address and not actually a technical fault.


 
 
 
 




28 posts

Geek


  # 2269937 4-Jul-2019 14:54
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Lias:

 

Have you tried talking to PB Tech and asking them to swap one or the other out so you can get two identical ones? I'd be talking to them rather than LG to begin with, and if they don't com to the party point out you purchased them to use as in a dual screen setup, expecting them to be identical, and they can resolve the issue or you'll make a CGA claim that they are not fit for purpose. 

 

 

Thanks, PB Tech is the next step, just need to suck it up and pay my $50 to get the monitor back. My hope was to get it sorted through LG as that is where I originated the claim, but it doesn't look like this is going to happen.




28 posts

Geek


  # 2269941 4-Jul-2019 14:58
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SirHumphreyAppleby:

 

The lack of uniformity across the panel is a common issue with IPS panels. Often one side will appear more yellow than the other. If you swap the monitors around, the issue may be more/less noticable.

 

 

Good to know, if that had been their initial response I would have been okay with it and moved on. Now I'm invested and a little pissed off at their service :D

 

SirHumphreyAppleby:

 

As for the $50 fee you shouldn't pay that. If LG accepted it as an issue, it's an issue, even if it's an issue the customer service should have been able to address and not actually a technical fault.

 

 

Thanks, this is good advice I'll bring it up with the manager when they get in contact. This is why I really want the transcripts, so I can point to original conversation.  

 

 

 

 


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