LG Plasma TV model 42PJ350

[Ken Underwood]

I hope that i have put this on the correct page, if not then maybe someone could advise.

For nearly 8 months now i have been talking to LG regarding interference being generated by the above TV causing problems to an amateur radio installation in south Wales at some 100 meters away from the TV.

I am representing him as i am a EMC adviser for the Radio Society of Great Britain. He has full co-operation from the owner for me to get involved.

This problem is so so common on any Plasma that has ever been made by whoever and normally starts after 18 months to 2 years, this is due to the Plasma panel starting to drop in output and the design allows it to ramp up the drive to compensate, this is when the interference starts due to the panel radiating. It is the nature of the beast.

Initially Ofcom were called to investigate and they provided the owner with a report, this was given to LG and was dismissed as not worth the paper it was written on, rather a poor comment coming from a company as large as LG.

This is when i took over. I started by phoning them and raising a new case number, since then it has gone round and round in circles, i eventually got it escalated to a higher level and seemed to be getting somewhere but the guy i was speaking to left there employ. This is when i sent a hard copy to there CEO at there H/O.

A reply came in about a week saying that it was being passed to there guys in Korea, about 2 weeks later i had a phone call saying that they would like to collect the set and take it to one of there service centres at there expense, this they did but i explained that they would not find any fault with the TV and explained what i had said before, about a week later they said it was ready to be returned as they had replaced the power supply unit, once again i told them that this will not put the problem right.

The customer refused for it to be brought back and in fact is still with the courier company. Again back to Korea for there opinion and there answer was to change the A/C filter board, agian i told them that they were wasting there time. After a long silence and no contact at all i once again sent hard copy to the person who sent the initial letter back to me, suggesting that to protect there very good name could they see there way as a gesture of good will to exchange the set for an LED type. The reason why i have said this is because in the last two years i have negotiated with Panasonic and Samsung about the same problem and they offer a replacement LED type and so far Panasonic replace the set with a 3D model, credit to them for understanding.

Yesterday i had a reply from LG saying that " We are unable to replace the customers LG television and we are sorry that we are unable to assist you further in this matter".

My experience of all of this regarding LG is that to many non technical people make technical decisions, with the people that have some sort of authority remain faceless and cannot be spoken to or contacted in any way at all.

I have asked for there position on CSR ( Corporate Social Responsibility), this i understand is a very hot topic at the moment as i talked with one of there advisers today, quite a young lady but very polite, had no idea what i was talking about, so i asked her what she knew about CSR, her reply was " Never heard of it".

How do you get in touch with anyone with some sort of clout and understanding? maybe someone can advise.

Thanks for reading all of this and sorry it is so long.

Kind regards

Ken Underwood
Nottingham

 

[jvr911]

I hope that i have put this on the correct page, if not then maybe someone could advise.

For nearly 8 months now i have been talking to LG regarding interference being generated by the above TV causing problems to an amateur radio installation in south Wales at some 100 meters away from the TV.

I am representing him as i am a EMC adviser for the Radio Society of Great Britain. He has full co-operation from the owner for me to get involved.

This problem is so so common on any Plasma that has ever been made by whoever and normally starts after 18 months to 2 years, this is due to the Plasma panel starting to drop in output and the design allows it to ramp up the drive to compensate, this is when the interference starts due to the panel radiating. It is the nature of the beast.

Initially Ofcom were called to investigate and they provided the owner with a report, this was given to LG and was dismissed as not worth the paper it was written on, rather a poor comment coming from a company as large as LG.

This is when i took over. I started by phoning them and raising a new case number, since then it has gone round and round in circles, i eventually got it escalated to a higher level and seemed to be getting somewhere but the guy i was speaking to left there employ. This is when i sent a hard copy to there CEO at there H/O.

A reply came in about a week saying that it was being passed to there guys in Korea, about 2 weeks later i had a phone call saying that they would like to collect the set and take it to one of there service centres at there expense, this they did but i explained that they would not find any fault with the TV and explained what i had said before, about a week later they said it was ready to be returned as they had replaced the power supply unit, once again i told them that this will not put the problem right.

The customer refused for it to be brought back and in fact is still with the courier company. Again back to Korea for there opinion and there answer was to change the A/C filter board, agian i told them that they were wasting there time. After a long silence and no contact at all i once again sent hard copy to the person who sent the initial letter back to me, suggesting that to protect there very good name could they see there way as a gesture of good will to exchange the set for an LED type. The reason why i have said this is because in the last two years i have negotiated with Panasonic and Samsung about the same problem and they offer a replacement LED type and so far Panasonic replace the set with a 3D model, credit to them for understanding.

Yesterday i had a reply from LG saying that " We are unable to replace the customers LG television and we are sorry that we are unable to assist you further in this matter".

My experience of all of this regarding LG is that to many non technical people make technical decisions, with the people that have some sort of authority remain faceless and cannot be spoken to or contacted in any way at all.

I have asked for there position on CSR ( Corporate Social Responsibility), this i understand is a very hot topic at the moment as i talked with one of there advisers today, quite a young lady but very polite, had no idea what i was talking about, so i asked her what she knew about CSR, her reply was " Never heard of it".

How do you get in touch with anyone with some sort of clout and understanding? maybe someone can advise.

Thanks for reading all of this and sorry it is so long.

Kind regards

Ken Underwood
Nottingham

 

[jvr911]

Hello Ken,

I fully understand your frustration and for that reason I am replying for what it may be worth. My background is that I was the first person in the UK to trade as a specialist outlet selling only one major Japaneese brand of home entertainment equipment. In the early years (1970's) when the CEO's were of Japanese nationality things ran smoothly, then gradually things changed when these managing directors were appointed from other industries such as brewing and tobacco. These gentlemen knew all about the electronics industry, didn't they? Here is where I think you are "up against a brick wall".
In my own experience I had a wonderful working relationship with the companies Technical Liason Officer (TLO's) for short. Between us we had the full backing of the manufacturer to resolve any issues which arose involving, amongst other things, EMC problems which were often caused by PMC audio/video recorders.
May I suggest that you involve the retailer by claiming that the product is unfit for purpose and demand a personal interview with the manufacturers TLO. The retailer may be less than helpful in which case a plea to the CEO seeking the intervention of the TLO, will I am sure will lead to a satisfactory conclusion.

Victor Robertson 2M0JVR.

 

[Ken Underwood]

Hi Victor, thanks for the reply, i also as you worked in the industry for some 50 years and had the same relationship as you did.

Sad to say how things and attitudes have changed. May i also add that i have negotiated with Samsung, Panasonic and Pioneer and they are only too pleased to help and they do, considering Pioneer do not make Plasma any more says it all.

LG on instructions from Korea have flatly refused to help and have closed the case, this is not the end of the saga and there is one more thing that we are going to try, which may work.

Thanks for your interest.
73

Ken G3SDW
EMC adviser
RSGB

 

[Ken Underwood]

The LG Plasma TV has been found as LG lost it and have taken nearly 5 weeks to locate it and have returned it to its owner.

On switch on, yes you have guessed it, the set is as it was before, i did remind LG that this would happen as there is no known cure for this sort of interference problem on any let alone a LG, its the nature of the beast, but they would not listen.

This is not all as on inspection the top part of the case is very badly scratched, not just scratches but deep gouges, this is being taken up with LG today.

I will update the forum as and when, but i am sure you will all agree a pretty poor show from a supposedly professional company as LG.

Regards

Ken Underwood

 

[Ken Underwood]

Here is the extent of the damage caused by LG whilst the set was in there care, they say that they are looking into it, poor show LG.

Regards

Ken Underwood

 

[JayCee]

There is no excuse for this sort of damage caused by dealers or repair companies.
Years ago when I worked for Radio Rentals large padded "Muffs" which slipped over the set were supplied...these came in various sizes and protected the whole set from bumps and scratches.

 

[Ken Underwood]

Yes remember them well, worked for all the major rental companies and then for myself for over 25 years. The set was taken away to one of there service centers in a protected transit box, but was returned without one. This whole scenario has taken nearly 9 months to get to this stage with the set still giving the same problem, all they had to do is to offer to replace the set for an LED type which to them would be a drop in the ocean, but no they said they did not want to know.

Regards

Ken Underwood

 

[Ken Underwood]

Just an update to the current situation, well LG cannot make there mind up on what to do about the damage, seems as that no one will make a decision and keep passing the buck to someone else.
They have on several occasions promised to phone the owner of the set back and each time have not done so.

I spoke to there people on Tuesday and was categorically promised to have someone in authority call me back either that day or the latest the day after and so far have not had any call what so ever.

This from an international company that make many claims about them selves as being great.

Regards

Ken Underwood

 

[Ken Underwood]

LG have now agreed to replace the cabinet, it would have been much cheaper to have replace the TV with a LED type in the first place which i have suggested, 10 months, many many phone calls, several emails, two letters to H/O, set taken to service center, lost for a month, 4 uses of a courier, replacement of cabinet and a big blemish on there so called good name. How much to them would a LED TV cost? against there good name? This is a so called management decision, they said, some management.
Shame on you LG

Regards

Ken Underwood