Reviews

Part 1: The death of a loved one.

This all started out Dec 4^th, 2009 when I went to burn a disk in my LG Blueray Drive + Burner when to my surprise the Drive would not open. After further troubleshooting it was determined it was DEAD! ;(

After looking at my invoice, I noticed I was four days over my one-year warranty. As I have worked for so many companies as a customer service representative, I thought to myself, “four days, no problem!”

Part 2 Day 1: First Contact…

This is where the real story of customer vs. LG begins. I contacted customer support and was lucky to get a supervisor (Eric Talavera) right off the bat. Normally you need to beg and yell for that kind of VIP access. After talking to him I was informed that my product was out of warranty, and that I needed to call back during normal business hours for another department to approve or deny my claim for an extension.

Part 3 Day 4: If we stop answering our phones, will they stop calling?

My first call was on a Friday, so on Monday the 7^th I tried to call my buddy Eric again. That did not go as planned. I was hung up on numerous times. I was SOOOOO MAD!!  Now, I am not the kind of guy that gives up easily. So I decided to send Eric a little email.

Hello, I talked to you last week about a BR Drive I purchased that died on me, and you informed me that I had to call back on Monday. Well it’s Monday and I tried to call back but the first rep hung up on me after I asked to speak to you (did not get his name). The 2^nd rep did try to transfer me, but said you were at lunch. I then asked if there was another SUP that was on the floor that I could speak to, and he said he is supposed to have me talk to you, but will see what can be done. After 10 minutes of being on hold I was hung up on.

Look, I don’t want to be mean or rude or pushy but I worked as a supervisor, team lead, and agent for MCafee, Proflowers, Overstock.com, DELL, Intuit, and more recently EVGA. I understand how the Customer Service world works and I know how crappy it can be dealing with customers. I have purchased many LG products and this is my first time ever contacting LG support. I heard from friends that LG had very good customer support and I hope that’s true.

Now I do understand that I am four days over my one year, but in all the companies I have worked for I have never, ever not allowed a customer to return an item up to two weeks past the date (after that, it was on case-by-case basis ). I would not even think twice about four days. So attached is my receipt from Newegg.com. I very politely ask you to please help me in looking past four days and keeping  a very valuable customer. I am valuable because I run a review website and am very popular on many forums.  I am also in charge of reviewing and purchasing new hardware for a very large company and run one of their data centers. I will be writing a review on this subject including names and the outcome. Once again, I ask you to put the customer first and make an acceptation in this case.

Thank you.

This was my reply: (click to enlarge)

It’s an email from a Sung Choi including an RMA return label and instructions! FINALLY, I am getting somewhere.

(Notice the email address in red; this will come into play later on in the review.)

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