Gonna keep this short, because I’ve wasted too much time on it as it stands.
I broke the screen on a Nexus 5. It is an LG device. I sent it in to LG to be repaired. I got an email from LG on May 25th, at 10:22 PM, and I read on the morning of the 26th.
It included an Inspection Results document that said repairs would cost $153, and to send send them payment within 4 days or they would return the phone to me. Options for payment were sending in a money order, or writing my credit card info on the form and faxing it to them. All this already indicated to me that LG is a company that does not like doing repairs, because none of those options are easy, let alone within four days.
I called them yesterday at 5:30 PM, coming back from a client’s place. The support person was dismissive, told me to call back the next day to pay for the repairs, as the payment dept. was closed then, and would not put an extension on my account. I asked to verify that I had today to pay, and they said I did. Then they refused to give me their employee number or a reference number for the call. I asked to speak with eir supervisor, and after putting me on hold for 10 minutes, told me they had gone home, and I could speak with them by calling today. I verified once more I would be able to pay today, and e affirmed it.
I called today, and was informed, after being put on hold for 15 minutes, that I couldn’t pay, because the reference item was expired. There was no extension on the account, and in order to be sent to the payment center, I need a reference number, so they need to create a new one, and then send it to their back office, which will then send me another notice with four days (although they kept saying 3 days, and when I asked them why mine said four days, they admitted it counted the first day from when I got the message, in my case the last two hours of the 25th). Their payment office is closed tomorrow, and Monday is a holiday, so I would receive the notice on Tuesday. At this point they’ve had my $400 device for 10 days.
I asked to speak to their supervisor, and was transferred, but after 10 minutes, the person told me that the supervisor division had high volume, and they would be transferring me so I should just hold until they get to me. I asked them to explain to me why this happened, and when I explained to them how the process had worked for me, they suggested I be transferred to “escalation”. I was on hold for 5 minutes before I decided I value my time more than this process.
Supposedly escalation can call me back if the call is dropped. It has been an hour and I haven’t been contacted yet. If they call me back today, and let me pay for the device, I will do so. If not, I will have the phone returned. Regardless, I will never buy another LG device, because they actively discourage having them repaired.