Lg Tv Problem

JZPD405 · May 10, 2011

Ok guys, just thought I'd get your advice and see what you would do (this is going to be long) . In Nov, 2010 (Black Friday) I bought a 3D LG TV with 4 pairs of glasses and a 3D blu ray player for a little over 1600 dollars after tax. Well since it was new, I noticed that anytime I tried to play a DVD or BluRay or DVD using my PS3 or BluRay player you had to turn the sound up to 75-80 to hear it adequately where if you had the sound on 25 with the cable box the sound was overbearing.

I called about a month after I got it and spent approximately an hour with customer support and they could not figure it out. Unfortunately, I figured it was just a setting and didn't mess with it and turned the volume up. Well it got the point where on some movies you just couldn't hear it well even with the volume turned up to 80 so I called customer support again at the end of March of this year and after another hour, they sent out a tech. The tech replaced the main board and the problem was still there. LG then stated that the TV was working properly and I was out of luck. I disagreed and escalated it to executive services, which is their supervisory level of customer service. They then sent out the same tech and he spent an hour with customer service to no avail. The tech sent a letter to them stating it couldn’t be repaired and it needed to be replaced. They still disagreed. At this point were at the end of April now so it has been over a month since I first initiated a repair. I kept at it and found the phone number to the president of customer service with LG and spoke with his secretary who had the manager of executive services call me last week. (I was told she didn’t have a phone from other executive staff members). She stated her systems were down because of the Alabama tornados and would call me this week with upgrade options. I told her that was great but I was not in a position to throw a bunch of money for an upgrade and she stated that the company wanted to keep me as a customer and wouldn’t require a large amount of money for an upgrade. I told her I thought $100 was fair and she seemed to agree. Today, I received a call from one of her staff members, who stated she was calling for the manager, and offered a refund for my TV or an upgrade to a newer TV for $600! I also filed a BBB complaint but since they offered a solution, they basically win.

So what would you do? I’m mad because this was a sale and I can’t come close to even getting another set for this price because it’s not black Friday. Oh and they claim they are offering me these options as a courtesy as they believe my TV is functioning properly still because they believe it meets “factory standards”.

gregrocks89 · May 10, 2011

id get the refund if it was me.

Nytemare · May 10, 2011

Have you plugged the other devices into the same port as the cable box? Or is the cable box hooked up differently (not with HDMI Cable)?

There sounds like there is nothing wrong with the TV. It uses the same hardware for all devices really.

Swap ports around and see if it works...than check settings that are not on the TV...like on the other devices.

Also swap cables around.

Remember techs get paid a lot of money to fix stuff under warranty. So they will replace parts to no end just to make more money.

I would exhaust all options before I took the refund...you will just end up paying more for a new TV and it may be another components settings...or cables.

Nothing wrong with getting someone like geek squad to come in and set you up either. They're not expensive....and they will tell you for real if something is wrong.

AGT · May 10, 2011

Are you using a optical audio cable. The sound is by far the best thru it. I had the same issue with a receiver and got an optical audio cable and it blew away what the HDMI could do alone.

JZPD405 · May 10, 2011

Ive tried all the ports and different cables to no avail. I haven't tried an optical cable but it would be a pain to run one has all my wires are ran through the attic. LG is a horrible company to deal with.

GasHog369 · May 10, 2011

What im curious about ios how you have it wired up... I know my tv in kitchen has a digital cable box on it... If i turn the volume all the way up on cable box and only 2-3 notches on tv, it is loud... half way, speakers will blow out. But if i have cable box half way, i can control tv where ever i want it.

Curious i u are having a similar problem. But not a problem so to speak, but just the amp in box pushing tv more where dvd player dosent have the amp and cant duplicate the power.... Mess around with your actual tv volume controls... delta volume, etc..

JZPD405 · May 11, 2011

Ive messed with all the settings on the actual TV itself, and nothing seems to work....I have never had a TV do this....sadly my $300 Vizio has better sound for BluRay and things at this point.

My wife called LG today and again they offered a refund or the $600 upgrade. The lady even agreed that $600 was a lot of money but basically said it's just to bad even though she had stated before that LG wouldn't require us to throw a whole bunch of money to resolve this.

Their logic is what irritates me. When the tech came he has to call the LG Engineering department to explain what was going on and they agreed it was faulty. When he came back out he called the LG Engineering department again and they could not figure it out. It just does not make sense how they now say its working properly.

Also I am in a two week advanced training class for my job this week which makes it hard to call and they have given us an ultimatum that they are closing are case out if we don't give them a decision by Friday. I guess I will be looking for a new TV.

GasHog369 · May 11, 2011

Dont back down, find an email address to the president of company and go right to the source. Ive done ti before with big companys and things pan out.

JZPD405 · May 11, 2011

I've called one vice president of public affairs who has been CC'd on all the emails that have been exchanged and called him with no phone call. The phone number I had for the president of customer relations just gives me a busy signal now. I just don't know what else to do or where to go. I guess I could call corporate headquarters again and see if they give me a different number.

GasHog369 · May 11, 2011

Havis Kwon is the guy u have to try to get a hold of...

AGT · May 16, 2011

If they offer a refund, might just take it and get something else. I have 2 LGs and not issues now. 4 years old 50inch each

2500HD_DirtyMax · May 17, 2011

i have 2 lg tv's, one is a 2yr old 50 and the other is a 6 month old 50, my older one has done the same thing since it was brand new. when i am on a hdmi or component input the volume has to go way up to about 90 to hear it. on cable it is around 30. my new one has never done it!!! its not a real big deal to me, guess it is a LG gremlin!!!

jwhjr · May 17, 2011

I have an LG TV and had the same issue, but I was able to make it work with one of the settings on the TV so that it didn't need to be turned way up with movies. I want to say the setting was called True Voice or something like that.

JZPD405 · May 20, 2011

Well, I just took the refund and I got them to have a shipping company come get the TV. As soon as the TV hits there warehouse, I get a check. They did let me keep four pairs of LG 3D glasses which are no use to me but they also let me keep the 3D BluRay Player. I'm going to be buying the Samsung UN55D7000 to replace it.