[DavidCook]

If anyone is contemplating purchasing an LG product you'd better hope that you never have to send it to their repair centre. Regenersis at Nottingham.

So what happened? Bought a KP500 Cookie for my son, which developed a fault, each time it received an incoming text the phone switched itself off and proceeded to reboot. I'm not complaining about the fault as I know anything can break after a few months use. It is the mess up by the repair centre and the people dealing with the queries that are the problems.

They sent a bag and box to return the phone in and asked for original proof of purchase and a completed form to fill in indicating the fault and a check list. They gave me a reference number to quote in any further correspondance.

I duly filled in the form, sent the original till receipt and the original headed paper from Carphone Warehouse with the details etc. 3 weeks later bag returns, with phone untouched and the form I had filled in but no receipts. An accompanying letter said .'Unable to repair as no proof of purchase'.

Phoned them to see what had happened to my receipts. No one knows, no tracking to see had opened the parcel and the reference number they originally gave me wasn't showing up on the system. They conceded that they had probably lost them and someone had not matched them to the repair and could I get some more. You may imagine my response to this.

Steve, who would't give me his surname, said I'll e-mail my supervisor to see what we can do about this, give it 48hours for a response but when you ring quote this reference number, which he proceeded to give me.

Two days later rang again. Phone answered by a woman. I gave the reference number Steve had given me. Guess what -no record of it. 'Are you Mr Harrison' she said. 'No I'm not.' 'Oh!'.

Eventually she found a response e-mail from the supervisor which said. Give him the address of the complaints department and tell him to write to them.
When I asked how this was going to get the phone mended she said 'I don't know'.
I asked her if she would ever buy an LG product. Her initial silence said it all and then she said 'I had my phone before I started working here and its not an LG'.

If anyone is still awake after reading this well done. I am the office laughing stock people said don't buy LG it is bound to go wrong and you will never get it sorted. How I wished I had listened.

[drivinscool]

Thanks for sharing, it all helps.

[Mikes5762]

Your dead right to warn us all. I had a similar crappy experience with LG and LG's _out sourced_ flak takers. ( KF750 phone.)

LG policy in out-sourcing their customer support to a 3rd party company simply indicates that LG can't be bothered, can't afford, can't cope technically with backing up their products.
As regards Regenersis why should they care? They get paid anyway by LG. Any costs incurred for in or out of warranty repairs comes out of their income.

Never again an LG product!

cheers

MikeS