1.0 out of 5 stars
By G.M. Eades - Reviewed in the United States on January 1, 2019
WARNING: LG DOES NOT HONOR THEIR WARRANTY...
I decided to purchase an LG 65" 4K LED TV after 2 years of searching, after deciding it had the sharpest, clearest, most detailed picture of the 3 final brands I had finally narrowed it down to. With the Winter Olympics starting in about 2 weeks, I wanted to have my new TV set up and ready to enjoy the Olympics this time in as lifelike detail on a large screen TV as I could within my financial means. I ordered an LG 65UJ6300 online from a seller on the other side of the country because it was the best price I could find. When the TV finally arrived (terribly late, the day the Olympics were to begin, I might add), I was disappointed to find that it was defective. There were vertical bars of unequal hues that would show up across the entire screen whenever a light background appeared across a large area of the screen, like a view of the ocean showing the entire sky. After contacting LG Customer Support, the arranged for an Authorized LG Repairman to come to the house, inspect the TV, diagnose whatever the problem may be, and let them know what needed to be done to get the TV working properly. The repairman determined that the TV needed a new "T-Con Board" and let the LG Technical Engineer know that was what was needed. LG authorized a new T-Con board to be ordered, but when the Authorized repairman tried to order it, he was told that LG had changed the process to obtain that part and it could no longer be ordered individually. The only way that part could be obtained now was to order a new Screen Assembly (what they refer to as a "Panel"). So, the repairman contacted the LG Engineer and explained this to him, and was then told that I would have to provide "proof" that a problem existed by sending still pictures that showed the problem. He had already been told that the problem was almost impossible to capture in a picture for a number of reasons, as the scene/camera angle changes every couple of seconds on a TV to hold viewers attention, and because the defect was most easily seen when there was motion moving horizontally across the screen. The repairman, obviously upset himself, told me he was told that if I could not capture the problem in a picture so it could be clearly seen, that I would just have to live with it. I told him the bars are always there, but they only show up with light backgrounds across large areas of the screen, and with the TV having a year under warranty, I could certainly capture it over the course of the next couple of weeks. So, instead of sitting back and enjoying the Olympics which I had specifically made the purchase at that time for, I spent all of my time over the following 2 weeks staring at the TV screen itself and waiting for those bars to appear and taking pictures, attempting to capture them in order to get the TV repaired under warranty. Realizing the problem showed up so much more clearly when video was taken of the motion of the screen, I ended up taking over 600 videos of from 10 seconds to a minute or so. Of those, I went through a process of elimination after reviewing them, and found the 13 that showed the problem most prominently. I emailed those to the repairman who got pretty excited and said that should do it as he could see the problem easily himself, and told me he'd take the steps needed to get the authorization to get the new screen ordered to get the T-Con Board to fix the TV. He called me back only a few minutes later and told me the LG Technical Engineer would not even look at the videos, and would only accept pictures, despite being told again that that was going to be nearly impossible because of the reasons mentioned above. To add to this already difficult situation, I was told the LG Engineer had closed the ticket and if I was ever able to capture the problem in a picture, I could recontact Customer Service and open a new warranty claim. Again, I told the Authorized Repairman the problem is always there, it just shows up for a few moments when a light background appears over a large section of the screen, so if they absolutely have to have a picture, I will take pictures for as long as it takes to get the problem captured. It was only a matter of time, as far as I was concerned. So, I spent another 2 weeks, pretty much all of my waking hours taking thousands of pictures, transferring them from my camera to my computer, reviewing them, seeing the obvious degradation in the quality of the images going from a 65" screen down to a 2" screen, then only a 19" computer screen. Yet I persisted, and eventually managed to capture the problem in a dozen or so picture. In still image, the problem appeared almost as if there were florescent lightbulbs of different wattages glowing at varying brightnesses behind the screen. The vertical bars went completely from the top to the bottom all across the screen, and were of varying widths from around 1" to 6" or so, randomly spaced and in the exact same place in every picture, and there were perhaps 20 of them or so altogether. I called LG Customer Service, as I was told to do, explained the problem again, and after the rep reviewed the case notes, they opened a new warranty claim and gave me the case number and said the Authorized Repairmen would be contacting me. So, sure enough, the repairman called me, he was happy to hear I had captured the problem in some pictures and had me send them to him while he was on the phone with me. Again, he said that should do it, just give him a few minutes to contact the LG Technical Engineer again, and get the authorization to order the new panel, and he'd get back to me to schedule a time to install it. Again, he called back, totally frustrated, and was told that the Technical Engineer didn't see any problem, and has closed the case again. He apologized profusely, but he told me there was nothing he could do. I was mad as hell, so as soon as I hung up from him, I dialed LG Customer Service once again and explained once again what was going on. While they commiserated with me, that wasn't going to solve the problem, and I asked to speak to a supervisor. After speaking with the reps manager and explaining the situation to her, I was then told that this would be escalated immediately and was then transferred to an "Executive Customer Service Agent". After the Executive Customer Service Agent heard the story, I was told not to worry, she had connections, she knew just the person to bring their attention to this nearly incomprehensible situation, who was in a position where they would be able to override the people who had been involved so far, and assured me just to trust her; that she would personally make sure that I got that screen replaced and would in the end end up with the level of quality of TV that I had paid for and had every right to expect to have received. To shorten this up a bit, let me just say that I spent the next 2 weeks getting another big runaround. The person who she had the "personal connection" with was none other than the Manager of the Technical Engineers himself, and he simply tried to explain away the problem with responses that made no sense, and indicated that he didn't have the slightest clue what had been explained to him about what actual problem was with the TV, until finally he made the most ridiculous claim of all - that ALL LED TV's have this problem, that it was "normal", and that I would just have to live with it. I was just totally flabbergasted at that point. There was nowhere else to go, no other avenue to pursue, as even contacting the CEO of the company would only result in the problem being delegated to some subordinate, and only end up being handed right back to the people I had already been dealing with, having already been escalated up to the "highest level". So, at that point realizing there was nothing else left for me to do in trying to get the TV repaired, since LG would not honor their warranty, I accepted that I had given it my best shot and was unable to get the TV repaired under warranty as LG simply refused to do so. So, I contacted the place I'd bought the TV from, having kept them updated on the problem from the time the TV first arrived, and had sent them a couple of emails keeping them updated on what was going on with trying to get it repaired under warranty in my home, which seemed to be the easiest way to deal with it and made the most sense, I explained that after everything ultimately I just needed to return it. I was told they would accept the return and would generate an RMA number for me, and put me on hold. When they came back they gave the RMA number to me, and then to my complete surprise told me that I would be responsible for shipping it back to them. I was a bit shocked and pushed back saying I should not have to incur the cost of shipping a defective item back to them, but they insisted this was their policy and was written in some obscure document written in legalese in microscopic print on their website. At that point I figured, hell, how much could it be...? $40-$50...? It would be a hit, for sure, but it would be worth it to get nearly all of my money back I thought. To my shock, I discovered the cost of shipping such a large, heavy item was right around $450, between UPS, FedEx, and a couple of other services I contacted. I only had a debit card available to me, and I simply didn't have the funds required to send it back, and all attempts to have the company I bought it from pay for the shipping for a defective item I was sent from that point on were of no avail. With no other options available, I tried to sell the TV after that myself, but the best offer I got during the 2 months or so that I had it up on eBay and on Craigslist was $350 (for a $1,500 TV), and I simply wasn't about to give it away and lose that much money. At that point I just began to hope that over time I would just stop noticing the problem. It's been 10 months now and those damned vertical bars are still there. They still show up whenever there's a scene with a full view of the sky, or other light colored background (anywhere near a pastel shade or so), and all during this time LG has been sending me offers to extend my "Warranty" for as many more years I'd like to, for some additional cost, of course. I have even taken the time to send an email to the extended warranty email address included in their offers, explaining how worthless their warranty has proven to be, since they do not honor it and simply try to explain defects away, but of course, these letters are sent out automatically, and there is no one at LG who responds to any emails sent to that extended warranty email address or at least no one has ever responded back to me... perhaps they simply have no idea how to respond to someone who has found themselves in such an absurd situation as I found myself in... or who tried as hard as I had to get their problem fixed with no success... their job is to sell those worthless warranties, after all.. So, while the LG TV's that I looked at in every store I viewed them at for two years had excellent pictures, and the vast majority of people may discover that they have fully functioning, well performing, perfect TV's once they get them out of the box, all unpacked and set up when they get them home. From what I went through, from all of the efforts and all of the hoops I was made to jump through, from all of the phone calls and all the the emails that I had to make, and all of the evidence and proof that was required of me, only to end up not getting the TV fixed as it was completely obvious that it should have been to a number of Customer Service Reps, the Authorized LG Repairman himself, and the Executive Customer Service Agent when she first heard what had been going on, as far as I am concerned... LG Does NOT honor their Product Warranty....! Still want to buy an LG...? Consider yourself warned...
4.0 out of 5 stars
By Roadog66 - Reviewed in the United States on November 8, 2017
This is a very good TV. Hope it does better than my LG dishwasher.
Lucky Goldstar (as it was known in the '80s, is one of the big three quality electronics companies that produces tvs. I bought this from Best Buy and here are the highs and lows. First of all, before you purchase a 4k tv DO YOUR HOMEWORK! I can't imagine buying this online as anything can happen in a delivery truck. There is so much misinformation when you go into a store. This tv was on sale so I was going to get whatever was on sale from Samsung, Sony, or LG, this week it was LG's turn for the big sale. The salesmen explained this was a good "entry level" or "beginners" tv whatever that means. Do you step up to a 70 inch 4k (I mean in price) next month atter youv'e mastered the beginners set? Honestly, I bought a used car from a dealership the week before and Best Buy was more difficult to navigate. But armed with info from my trusty Consumer Report app, I ventured in and did the deed. It was easy to set up, LG guided you through the setup and I was watching football in no time.. But the picture didn't wow me. (I have a Samsung 55 inch in another place and it's great.) So I went into the setup menu, switched around the picture type (sports, cinema, etc.) ok. Still wasn't wow. Went deeper into the setup and saw Power Saving mode. Went there and turned off Power Saver. Then it was WOW. So to those who say the screen isn't bright enough, turn off power saver. If you concerned about the environmental effects of turning it off, DON'T GET A TV! Listen to NPR or read a book and not on a Kindle. So new vocabulary for this set: Power Saving Mode = screen brightness. That's it. Laptop users know what this means. The "Active HDR" = contrast . That's it. My old tube tv had "Active HDR" and I didn't even know it. Consumer Reports hadn't prepared me for this term (I knew what HDR was) but the salesmen assured me you have to spent much more to get real HDR and they showed me an expensive tv which was demo ing real HDR. "Upscaling" - be very suspicious of this term. I remember Blu Ray players claiming to upscale a regular dvd into something wonderful. Sad. I was told only the expensive tv's do this whatever it is. Actually, the real cheap UDH tv's claimed to do this so you know this is bogus. Ok, this is a good tv as all the good brands are. A few minor annoyances: 1. No swivel stand. The legs are on the ends and seems flimsy but it does balance ok. 2. The remote is small and not back-lit. NFL players will not have fun with this remote. 3. LG uses their own interface rather than partnering with Roku or Amazon or someone who knows how to do this.. It's a bit confusing but you can get your basic apps. I only use Amazon and Netflix. 4. TV does not have a headphone jack. I wanted to plug in an old boombox with a single to double RCA jack. Will have to get a double RCA jack. No big deal, but.... If not for these minor annoyances, I would have given it 5 stars. But 5 is for perfection. If you are a beginner in UHD tv like me, here's something important - THERE AIN'T MUCH 4K CONTENT OUT THERE. In fact, most content over cable tv is 720 p including sports. Netflix has some 4k content (you have to pay 4 bucks more per month but you've come this far, your'e going to say no?) and it's good but not the wow factor from the old tube tv to 1080 p. (The INFO button on the remote tells you the pixel definition of the show you are watching - good feature.) If you want the best 4k viewing experience, just go to Best Buy or your favorite tv retailer and watch their tv demos. The price of 4k tvs has come down dramatically so you may as well get one especially if you are looking at 50" plus. You may not a better deal on the old 1080 p sets in this size. But if you do, it's ok to get it. You will not be a Luddite.