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I received the TV and it’s amazing but after a week a thin line formed in the center of the screen. LG started the process of repairing the TV and then informed me that Massdrop is not an authorized LG dealer so they would repair the TV but not replace it. This is extremely disappointing and was not at all made clear during the drop. I’m now waiting for parts on backorder from LG for it to be repaired.
I’ve been talking to Massdrop to try to get this resolved and will update when there’s an outcome. LG continues to be unhelpful in resolving the defective unit. The current tally is 1 week of happy TV, 3 weeks of sad TV.
As an update, Massdrop was helpful in getting proof of purchase from an authorized dealer that LG would accept, but LG's plan is still to repair the TV rather than replace it. Parts are on order and are being waited on.
Some advice for anyone who needs to contact LG support.
- Do not submit your receipt from Massdrop! Contact Massdrop to get a receipt from the vendor that contains the serial number of the unit and upload that receipt. LG refers to it as a discrepancy and seems to be looking for any reason possible not to honor the warranty on their product.
- Keep a record of all interactions with LG, their customer support is atrocious and I would be told one thing on one call and something different on the next call.
- Keep the boxes and packing materials as long as you can so the option of easily returning the product is available to you.
The TV seems like it would be great and I hope that no one else is running into issues. I wouldn't recommend purchasing their products to anyone after this experience.
Just for closure on this debacle. LG finally repaired the TV today and it looks great so far. I hope that I never again need to have an interaction with LG support.
I was told the same by LG and I'm quite surprised and also LG is demanding payment from me.