[Complaint] LG After Sales Services : Chennai, TN, India

[TheSloth]

Hi guys!

I recently bought a 55" LG TV UP8000 for which I created a thread here for suggestions.
Within a week of purchase the TV developed a dead pixel. After making several calls to service center and installation personnel and explaining them that it is indeed a dead pixel, they responded with on site inspection. After inspection they informed that LG provides the warranty service in case dead pixels only when the dead pixel count is at least 6 pixels.
Another person is telling that to get warranty service for dead pixel, you need to have at least 7 dead pixel for OLED TV and 16 for rest of the models. This same person also confirmed that LG UPxx and NANOxx series both have this issue which is reported by several customers. They can;t do anything about it and have been telling same to all the customers who have dead pixel issue below threshold.

So I specifically asked what if the dead pixel count is 10, will that be not enough? Inspection personnel told if those dead pixels are creating issue in watching, like all those 10 pixels are together and form a spot on the TV, only then they can take the complaint. Say you got 3 dead pixels in each corner and none of them near each other, one cannot raise a complaint for this case. They only honor technical issues e.g panel stopped working. As per LG, dead pixel is not a technical issue or whatever.

So basically, even if you buy a OLED TV which cost above Rs.1Lac and unfortunate enough to end up with 5 dead pixels, you can't do anything about it. Apparently this thing is there in all the brands like Sony and Samsung. Why no one mention about this anywhere I wonder.

I have asked the sales personnel to get me an update on this but I do not have hope here. I will update this post again after getting the final update. But it looks like I need to live with this.

Edit : Pic added here

 

[RumbaMon19]

Hi guys!

I recently bought a 55" LG TV UP8000 for which I created a thread here for suggestions.
Within a week of purchase the TV developed a dead pixel. After making several calls to service center and installation personnel and explaining them that it is indeed a dead pixel, they responded with on site inspection. After inspection they informed that LG provides the warranty service in case dead pixels only when the dead pixel count is at least 6 pixels.
Another person is telling that to get warranty service for dead pixel, you need to have at least 7 dead pixel for OLED TV and 16 for rest of the models. This same person also confirmed that LG UPxx and NANOxx series both have this issue which is reported by several customers. They can;t do anything about it and have been telling same to all the customers who have dead pixel issue below threshold.

So I specifically asked what if the dead pixel count is 10, will that be not enough? Inspection personnel told if those dead pixels are creating issue in watching, like all those 10 pixels are together and form a spot on the TV, only then they can take the complaint. Say you got 3 dead pixels in each corner and none of them near each other, one cannot raise a complaint for this case. They only honor technical issues e.g panel stopped working. As per LG, dead pixel is not a technical issue or whatever.

So basically, even if you buy a OLED TV which cost above Rs.1Lac and unfortunate enough to end up with 5 dead pixels, you can't do anything about it. Apparently this thing is there in all the brands like Sony and Samsung. Why no one mention about this anywhere I wonder.

I have asked the sales personnel to get me an update on this but I do not have hope here. I will update this post again after getting the final update. But it looks like I need to live with this.

Bad sh*t going on with lg nowadays.

I think so you should tweet the issue so that more people know about it.

 

[Zangetsu]

I knew about this Dead Pixel policy and its been there for ages and vary from manufacturer to manufacturer.
Since, a single dead pixel is not visible from long distancing viewing they do not consider it a show stopper...

Post the picture of dead pixel here.

 

[TheSloth]

Dead pixel from near the TV. It is a single green pixel but it is bothering in all the dark scenes. If it was near the borders then I could have ignored it but it is in the middle of the 1st quadrant. I noticed it when I was watching Hereditary at night and mostly I watch movies only at night. In other scenes with color this is not visible for which I am considering myself lucky at this point. If the dead pixel was black then it would have bothered in all the scenes, whew. Not everyone would be this lucky if the dead pixel ended up being red or black and more in number.

Spoiler: Dead pixel pic

I do not know if the tweeting would help here since since I do not have any follower on my (dead)twitter account.
I am thinking even if I would have bought Samsung or pay premium for Sony and later they deny the service giving same explanation then I would be even more frustrated and furious.

 

[TheSloth]

I knew about this Dead Pixel policy and its been there for ages and vary from manufacturer to manufacturer.
Since, a single dead pixel is not visible from long distancing viewing they do not consider it a show stopper...

Post the picture of dead pixel here.

If you know about this then please mention this when you suggest TVs. The buyer would be aware of this and will make informed decision. Now 16 dead pixels are a lot and if I ended up with 15, I would not be able to claim warranty. If Samsung accepts 10 dead pixels then I would have gone with Samsung and make peace with bad viewing angles. Sigh ... I already made peace with the IPS backlit bleeding in dark scenes. After sales services was one of my main priority. They told me it is clearly mentioned about the dead pixels in the Terms and Conditions. I have asked them a copy of this Terms and Condition, let's see if I get to see this hidden Terms and Conditions.

 

[Zangetsu]

I knew about the policy but not about the exact count they will consider. Even if you have bought Vu/HiSense. You would have faced the same kind of policy there. No body talks about warranty policy while suggesting TV. Even if you see all the youtube reviewers video they will not mention about Dead pixel count in a Brand.

 

[TheSloth]

This has to be spoken every time someone talks about buying a TV. After reading reddit comments it seems like dead pixel is common issue and manufacturer do not consider this an issue. If this is common then this needs to be told a lot on every platform where they give suggestions. Imagine someone paying premium for a TV like Sony and finding out about dead pixel policy within few days. I am glad I bought cheaper TV. At one point I was ready to buy Sony X80J or LG Nano75 but went with cheaper model.

 

[rhitwick]

As you've mentioned yourself, dead pixel policy exists for all panels irrespective of company, does it really matter in buying decision.

Dead pixel is purely on luck (as you've found out that can happen to reputed brands too)

In forum, people adviced you to go for online purchase, low end brands, cheap panels; this TV was purely chosen by you!

Not claiming that the cheap panels would not have any such issue, but, at least you would have had a consolation that have not shelled a hefty amount for this!

 

[TheSloth]

As you've mentioned yourself, dead pixel policy exists for all panels irrespective of company, does it really matter in buying decision.

Dead pixel is purely on luck (as you've found out that can happen to reputed brands too)

In forum, people adviced you to go for online purchase, low end brands, cheap panels; this TV was purely chosen by you!

Not claiming that the cheap panels would not have any such issue, but, at least you would have had a consolation that have not shelled a hefty amount for this!

First of all I am NOT blaming anyone here. I am already aware of my conscious choice.
I just did not wanted to deal with damages while transit or ending up with TV which someone has returned for some fault.
No one suggested this LG model and I bought it based on the comparison of other TV after getting demos. I just pointed out that if someone is aware of this then they should put this point forward on the forum.

Now, people should be aware of this since dead pixels are not even considered as issue by manufacturer if they are below certain numbers. Anyone paying money for their TV must be aware of this. It came as shock to me that even 10 pixels are not considered for honoring warranty service. If LG is ready to provide service for 7 dead pixels on their OLED TVs and Sony only consider it the count is above 15(assuming) or 16 dead pixels on LG Nano then buyer should decide if they want to risk their money for such a common issue.

 

[Nerevarine]

I think your complaint regarding number of dead pixels is legit. These LG service center people are just trying to wiggle out of their responsibility.
I would say make noise on twitter, maybe it would get their attention there.

LG is market leader in OLED and monitor segments but I myself wont buy an LG monitor again. I had similar issues with mine long back.

 

[khalil1210]

If you have bought from local dealer why not contact and ask them for a replacement. It might be worth a try.

 

[rhitwick]

If you have bought from local dealer why not contact and ask them for a replacement. It might be worth a try.

Does not work that way anymore. All complaints must go through designated service center. Sad but true

 

[Zangetsu]

If people started buying based on Dead pixel acceptance count in a Brand then the whole TV market will change. Since, they will give more weightage to Dead pixel count first than the features in a TV.

 

[TheSloth]

I am just saying this must be considered. Tomorrow anyone from here bought LG C1 because they had the budget and ended up with 5 dead pixels then the entire experience of owning a beautiful screen gets absolutely ruined. If Samsung handled it better, then I would rather suggest Samsung QLED TVs instead of LG OLED. And my hate for Sony is just increased even more. Why would someone pay premium for their TVs if they are going to end up issues just like other brands for slightly better picture quality.

We need to find out how other smaller brands like Hisense, VU, Toshiba etc are handling these cases and how is their panel quality and then weigh those TVs equal to big brands since most of the people want to go for big brands so that they can avoid the poor panel quality and after sales service. I think this is significant enough to be told.

As a last resort I have contacted the showroom personnel again and waiting for their final decision. But I think they are delaying all this to make me tired and hoping I would just accept it and sit quiet.

 

[Zangetsu]

This is the only Site(s) I found talking openly about Dead pixel policy.

*viotek.com/viotek-dead-pixel-policy/

*www.acer.com/ac/en/IN/content/dead-pixel

*www.dell.com/support/kbdoc/en-us/000126004/dell-display-pixel-guidelines

*www.overclock.net/threads/best-dead-pixel-policy.1738802/

*eve.community/t/faq-my-device-has-a-dead-pixel-is-it-covered-by-warranty/14989/11

Since you bought extended Warranty also, you should go through the LG Warranty manual you received in the box.

 

[Zangetsu]

Source : TV Warranties & Proper Care

 

[Nerevarine]

I guess we now its known, what LG warranty is

 

[chimera201]

View attachment 21076

Source : TV Warranties & Proper Care

Are these global ?

 

[Zangetsu]

it should be. But consider going through the Warranty manual. India warranty might have exceptions.

 

[quicky008]

not sure about tvs but i have a samsung 20 inch b2030 monitor that was bought in 2010-a few months after purchase it developed 1 dead pixel,i complained to their customer care about it and a technician came and examined the monitor and replaced the panel.

After replacement,the replacement panel also developed 1-2 dead pixels after a while and it was again replaced.I dont know what samsung's dead pixel policy is for their TVs though,or whether they still replace monitors with 1-2 dead pixels even to this day or not.

Its really worrying,not to mention infuriating that the company is refusing to replace the panel despite the fact that it has a dead pixel at the center of the screen which completely ruins the viewing experience.And that dead pixel is not inconspicuous either-its noticeable well enough as its right there in the middle of the screen.And does someone really expect such glaring flaws in a 55 inch tv which is quite an expensive piece of equipment?!

Please write to the authorities at LG india and reach out to them on social media and see if they respond favourably to your request for replacement-if they dont replace the panel on your tv i will avoid LG hdtvs and monitors as far as possible from now on.

BTW how long after purchase did the dead pixel develop?And how much did you pay for the tv?