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LG Complaint - Design Flaw wih 60" LG TV Stand - LGHDTV
LG Complaint

LG Complaint

twuck64's Picture Reviewed by twuck64


Design Flaw wih 60" LG TV Stand - LGHDTV

I purchased an LG 60" 1080P SMART Plasma TV (net weight: 77.2 pounds) on Dec 6 2014 for Xmas. I mounted it on the (5 pound) plastic stand provided and used the 3 screws that came with it.

There%u2019s a design flaw right there. Mounting a 77.2 pound 60%u201D TV on a 5 pound plastic base held by only 3 screws (Samsung uses 6) which is screwed into an ALL plastic meets plastic base top and bottom, but I digress.

Less than 2 1/2 months later at 2 a.m. one night we heard a big crash in the living room. My first thought was that someone had broken into my house. When I went into the living room I saw the LG TV laying flat on the floor. I took a few pictures with my smart phone of the TV, stand, and the shattered plastic inside the top of the stand itself. (The section on the base of the TV that fits into the stand that required the 3 screws shattered into many pieces).

Now, my nightmare really begins.

I called 1.800.234.000, LG Service Representative Department which connected me to an oversea call center located in the Philippines. After many attempts to explain my concerns, I was transferred twice and remained on hold for over 30 minutes or so.
I finally got to speak to someone of authority and he asked me to go to their website and explain the problem and also send pictures of which I immediately did. Then they agreed to send a TV technician to %u201Cinvestigate the problem.%u201D As the days grew, no technician yet, I received a call from their LG tech support to tell me that they recommend that I should have wall-mounted the TV. I said, %u201CThen why is it that you provide your customers with a stand? He has no answer for that. Besides, it says in the owner%u2019s manual Section: Setting Up The TV, quote: %u201CYou can mount your TV to the wall or attach the stand if you wish to place the TV on an entertainer center or other furniture.%u201D Still no answer for that tidbit of information from the LG manual instructions..

(They should really know their products better than that.)

Then yesterday, a TV repair technician named Ron came and analyzed, investigated, scrutinized and took a few pictures of the TV, the plastic stand and fittings and came to the conclusion that the screws gave out and that the TV fell.

He saw no customer error there as he stated to me.

Listen, I have no little kids running around the house. No 100 lb. dog that could have knocked the TV over. Gee whiz.

Ron%u2019s boss Phil called today and submitted Ron%u2019s report to LG. After 45 mins. of transfers and being on hold, the person on the LG Support side said NO. He stated that %u201CIt was the customer%u2019s fault for tightening the screws too tight! So they were not responsible.%u201D

Say what?! So what torque value should I have used again? I hand screwed them in and DID NOT use a power drill.

I called this afternoon and insisted that I speak to a customer support person in the USA. After a 20 minute wait I finally spoke with a Rep named Willie out of Alabama. He promised me that he would call the TV repair technician that came to my house and look into the matter further.

I will never buy an LG product again. I will not, would not recommend LG to anyone. I%u2019ll keep you posted to see if Willie from Alabama can help.

My advice to you%u2026.buy Samsung. I have a 55%u201D Samsung TV mounted on its stand in the back of a Samsung Sound Bar and it%u2019s still on it after 3 years of hundreds of loud, shoot%u2019em up movies and TV shows!

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