Weird/Bad experience with customer support
I’ve been using my LG C5 55” for about 4 months no issue other than an hdmi cable failing and one case of a single green stuck pixel in the middle that went away after a pixel cleaning. Now after a day of watching content normally i’m getting that same stuck green pixel except this time it won’t go away. I ran pixel cleaning 3-4 times before I said screw it and called LG support. I have a warranty through best buy but since it’s only 4 months old i have to go through manufacturer which usually isn’t a problem, until it was.
I spend like 45 minutes until I can actually get a live agent just to explain my issue to since the ai agent just does not work to even describe your problem to, so they can navigate you to the right department. Then this agent asks me to send pictures of the stuck pixel which i do, then asks for a picture with the test image in settings, which i do. He then proceeds to tell me I need to run the pixel cleaning back to back a MINIMUM OF 17-20 TIMES. I responded explaining it takes 10 minutes per cleaning and I can’t wait by my tv for multiple hours just queuing the test because there’s not even an automatic mode for the cleaning. I’ve also come to find out that cleaning it manually this much literally degrades the panel. The guy then backpedals and says “oh it’s only 7-10 time you need to run it” I then say okay i’ve ran it 7-10 times in which he tells me it’s “impossible” i’ve ran it that many times and i need to run it 2 more times. At this point I’m just getting frustrated and confused because there’s really isn’t anything preventing this guy from just scheduling me service other than him not believing me for whatever weird reason. So whatever I stay in the chat for like 10 more minutes and say yeah it finished it’s cleaning 2 more times. Apparently this is good enough cause I then get immediately generated a order number for a part that’s getting ordered for my tv and a number that calls me to schedule a technician to come out to my home. My real frustration is why are these the people who determine if they can send someone out to your home when they don’t even understand or know what determines them sending out a technician. First it was 17-20 refreshes then it’s 7-10 then it’s only 10. The person just seemed bitter and bored but I find it astonishing this is the way a warranty is handled on such an expensive tv.