LG Customer Relations are horrible

UPDATES (in reverse chronological order!): 
Aug. 27th 
It began to refuse to work. Hubby took it back and it was replaced. No muss, no fuss.

JULY 22
We bought a new one from Best Buy. We bought their extended warranty.

JULY 18
The ' new ' DVD player kicked the bucket today. We give up. We're not going back to The Source, or LG.

 June 6th
I cannot believe it! It took from April 24th until June 6th... It finally arrived: under warranty, sent from Barrie, Ontario.

UPDATE: June 5th

UPDATE : May 30th –

UPDATE: May 29th – Hubby phones, again. Hubby hung in. She will phone us back today, she said.
Let me phone you back, No, he says, I'll wait on hold. She 'hit the wrong button' and hung up on him. Redial, on hold for a: 3 minute wait, 4 minute wait.
"Where did you send it?
When you phone customer service, they've outsourced customer service. There is nothing on the computer screen. Confirms address, gone to the decision desk."
"Internally?"
On the phone with 'Nelcy,' that was 50 minutes in total.

I kept retweeting my post, naming the US Twitter for LG.
That afternoon: Found a Twitter handle from @LGUS: sent an email:
This is miserable customer relations: @LGCanada another 50 minutes on phone, after 1 hr. 38 min Apr.24 http://bit.ly/2pgH1FU 

UPDATE: May 26th – No luck from The Source. It's not THEIR problem.

This is shabby treatment. It's not their problem, yet they sell their goods.

UPDATE: May 25th: It is ridiculous!
We came home from a funeral, and I thought I'd try find The Source. They aren't on Twitter. They are on Facebook.

 


UPDATE: May 24th: phoned, finally. Put on hold three times. Said wait two minutes. Said we were to send a tracking number, which we did three weeks ago. Hubby blew up. He asked for a supervisor. Their phones are busy.

Going to phone him back tomorrow. Told them: "If you think I'm going to go away, I'm not. Convey that to your supervisor."
Hub: 'They beat Bell. They have worse customer service than Bell.'
I went back to Twitter. USLG: It's not our problem.

UPDATE: May 3rd: email arrived. We just happened to have a delivery, and I gave the driver the parcel to return, and sent the bill of lading # to LG. We wait, again.

UPDATEMay 2nd: a rep called and said that they will email us a chit with a parcel code for Purolator, and we will send them this one back. Then they will send another DVD to us.

UPDATE: May 1st Two phone calls, the 2nd today, May 1st. Still no satisfaction. They said they would call back.

Revenue‎:
‎US$143 billion (2012)

 My knee is nearly good, my foot, not-so-much, but compared to many I know I am privileged.

There isn't much on TV for the likes of us, so we purchase DVDs, and watch to our hearts content. Until Friday night. The wine was poured, the DVD synched up.  The $90 machine kept pooching out. Lovely sparklies, then it'd turn itself off. Over and over again.

Monday, April 24

Monday we got down to business.

Hubby spent an hour looking for the receipt. Couldn't find it, but he found the VISA bill.
He took the $90 DVD player back to the dealer, The Source. They gave him a reprint of his bill, and an 800 number to phone for LG Electronics.

No exchange or return.

JB phoned the LG Canadian number at 9:15. They said they'd call us back in a couple of minutes. Off he went, 3/4 hour later, as he had a doctor's appointment. Still no phone call. I decided to go online.
Live chat. Sure.

 

Online chat went like this (note the ridiculous time stamp):

Notice

April has joined

11:01:50 AMApril

Hello Jennifer Jilks, how can I help you today?

11:02:06 AMJennifer Jilks

My DVD has died.

11:02:29 AMApril

Oh Im sorry about what happened Jennifer

11:02:38 AMApril

Let me see

11:02:43 AMJennifer Jilks

It won't work, bought in Sept., 2016

11:02:50 AMApril

*let me see what we can do for you

11:03:21 AMApril

I see , may I have the model number? and serial as well?

11:03:44 AMJennifer Jilks

bp350

11:04:03 AMJennifer Jilks

607HZHK2XXXX

11:04:26 AMApril

Alright then thank you

11:04:58 AMApril

Just so I may ask , have you tried some troubleshooting steps you tried?

11:05:25 AMJennifer Jilks

WE TRIED A DIFFERENT DVD, that worked in another machine. Didn't work.

11:05:34 AMJennifer Jilks

We tried unplugging and plugging it in.

11:05:43 AMJennifer Jilks

It shuts itself off after some static.

11:06:03 AMJennifer Jilks

Skips sections of the movie.

11:06:42 AMApril

I see, but in any cases were you able to try pulling up the settings of the dvd?

11:07:12 AMJennifer Jilks

Yes, we would go back to settings, beginning again and it refused to keep working.

At one point, I began playing solitaire to while the time away. I played Russian Solitaire. And kept losing...

11:13:25 AMJennifer Jilks

Hello?

11:14:24 AMApril

Im sorry about that Jennifer,

11:14:34 AMApril

My system relaunched

11:15:04 AMApril

Anyhow, in regards of the dvd, were you to have a chance to reset it to initial reset?

11:17:42 AMJennifer Jilks

How do I do that?

11:17:56 AMApril

Here, do you have the LG lremote?

11:18:00 AMApril

*remote?

11:18:09 AMJennifer Jilks

The machine is unplugged, it is in its box.

11:18:31 AMApril

Hmm because we can only reset it if it is turned on

11:18:42 AMJennifer Jilks

ok

11:19:38 AMApril

If you have the LG DVD remote check if you have home button

11:24:03 AMJennifer Jilks

IT's still not happy. I plugged it in,

11:24:32 AMApril

Does it display anything on the screen?

11:25:03 AMJennifer Jilks

nothing

11:25:28 AMApril

Im sorry about that, in this case for me to sum it up

11:26:02 AMApril

You have tried replugging it and tried plugging the dvd in a different tv right?

11:27:24 AMJennifer Jilks

OK. I have a bad knee, it's hard getting up and down from the TV!

11:27:29 AMJennifer Jilks

I have the setting menu

11:29:16 AMApril

Please go to the setup

11:29:21 AMApril

Or setting

11:29:22 AMJennifer Jilks

done

11:29:37 AMApril

And then check if you have "Others" option

11:29:42 AMJennifer Jilks

yes

11:29:57 AMApril

Alright then do you have "Software"?

11:30:02 AMJennifer Jilks

yes

11:30:20 AMJennifer Jilks

But it's crackling again

11:30:40 AMApril

Oh, would you be able to proceed?

11:30:49 AMJennifer Jilks

so far

11:31:39 AMApril

Ok , if you can continue, choose "Software" and then go to update and check if there's update needed.

11:32:50 AMJennifer Jilks

"no update found"

11:34:50 AMApril

Alright try go to Initialize

11:35:00 AMJennifer Jilks

OK

11:35:23 AMJennifer Jilks

reset it?

11:36:51 AMJennifer Jilks

Nope, still crackling and turning off and on

11:37:50 AMApril

Oh , I see then. hod on let me see what else we can do

11:37:50 AMJennifer Jilks

it's going green, then sparkly

11:38:13 AMJennifer Jilks

flinging it against the wall would make me happy right now...

11:38:40 AMJennifer Jilks

But I'm an old, grouchy retiree!

11:39:16 AMJennifer Jilks

green and crackling, still

11:41:23 AMApril

Im sorry about this Jennifer

11:41:29 AMApril

Hold let me check it here

11:45:09 AMApril

My apologies Jennifer but if still not able to have it working thru the reset, that would be the issue of the unit already

11:45:42 AMJennifer Jilks

And now what?

11:46:28 AMApril

The dvd ? Is it under a year?

11:46:39 AMJennifer Jilks

Yes, Sept. 2016

11:47:16 AMApril

Ok, hold on

11:47:24 AMJennifer Jilks

I am!

11:47:34 AMJennifer Jilks

You are my only hope.

11:48:09 AMApril

Alright thank you

11:58:46 AMApril

Hi Jennifer

11:58:53 AMApril

Sorry about that

11:58:55 AMJennifer Jilks

Yes?

12:00:23 PMApril

As per checking here in our end, the model number that you have is a NON-ECO unit meaning to say if the trouble shooting steps doesn't work then that would be for repair but then it is expensive more than having a new one

12:00:38 PMJennifer Jilks

OK

12:06:05 PMApril

But in this case as the unit is under warranyt

12:06:54 PMApril

We advise then for you to get back to the store where you bought it and then check if they can do replacement, but if they cannot assist then you have to get back to us

12:07:14 PMJennifer Jilks

We already did that and they said to talk to you.

12:08:12 PMApril

Alright in this case we need to have the BOS be sent to us so we can submit it for further review

12:08:36 PMJennifer Jilks

What is the BOS?

12:08:59 PMApril

Oh sorry about the , that means bill of sale or receipt of the unit

12:09:21 PMJennifer Jilks

I have the receipt right here.

12:10:11 PMApril

Ok

12:10:23 PMApril

Let just set up my end here holdon

12:11:53 PMApril

May I have a phone number?

12:12:06 PMJennifer Jilks

XXX-XXX-XXXX

12:12:22 PMApril

Thank you

12:13:58 PMApril

And im chatting with Jennifer Jilks right?

12:14:02 PMJennifer Jilks

Yes

12:14:29 PMApril

And postal code?

12:14:36 PMJennifer Jilks

K7H 3C7

12:15:28 PMApril

Thank you

12:15:54 PMApril

What would be the name of your street?

12:16:07 PMJennifer Jilks

xxxxxxx

12:16:49 PMApril

Alright , hold on

12:18:38 PMApril

Any apartment or unit number?

12:18:43 PMJennifer Jilks

no

12:19:26 PMApril

Ok and do you have an email address?

12:19:34 PMJennifer Jilks

jennifer.jilks @ gmail.com

12:19:46 PMApril

Alright thank you

12:20:29 PMApril

Here , I would be sending the link where you can send the receipt ok?

12:20:36 PMJennifer Jilks

ok

12:20:37 PMApril

that is where you will upload it

12:22:25 PMApril

Ok just for me to confirm the unit died?

12:23:51 PMApril

Hello Jennifere?

12:23:55 PMApril

*Jennifer?

12:24:19 PMJennifer Jilks

Yes, it did.

12:24:24 PMApril

Here' the reference number that you would use upon uploading the receipt

12:24:26 PMJennifer Jilks

I was scanning the recipt on the other computer

12:24:26 PMApril

CNN170424957737

Email arrived...
I uploaded the scan of the receipt!

12:24:35 PMJennifer Jilks

OK

12:27:00 PMApril

Alright then, once you think that we have received it please do call us back at 1-888-542-2623 alright?

12:27:49 PMJennifer Jilks

Call you back?

12:28:24 PMApril

Yes please so that we can send this case fpr you to internal dept.

12:28:30 PMJennifer Jilks

It is uploaded

12:28:45 PMApril

Alright hold on

12:34:25 PMApril

So this is from the source right?

12:34:29 PMJennifer Jilks

Yes

April

Alright then , so just a heads up this will be submitted for review maximum is for 7-10 business day

12:35:43 PMApril

*days

12:36:10 PMApril

Within that span you would receive an update if not then please do give us a call back

12:36:16 PMJennifer Jilks

I have to wait for what?

12:37:26 PMApril

The decision if you we would exchange it for you or other option

12:38:07 PMJennifer Jilks

That is utterly ridiculous!

April

My apologies Jennifer, but if the dealer could not assist you this is what we can at least do for you, so that we can provider other options for the unit as per unit is under warranty as well.

And now we wait 7 - 10 days for a response. At this point, I went outside to play.
Hubby went back to The Source store, and they said, again, there is nothing they can do, according to their agreement with LG. This means, then, they should stop stocking their products.