LG Electronics LG warranty lost my son's phone and won't replace it. Fort Worth Texas
On 07/26/2015 I sent my son's LG G3 to LG for warranty repairs. The phone was received on 07/28/2015 and signed for by: HTHANG. The phone was not logged in to the Repair Tracker program. When I contacted the company at the end of the week they started the 'Locate Package' process and told me to call back in three days. When I called back I had to go through the same lengthy process of explaining (and getting them to understand) that I sent my son's phone, when they received it, that I already knew it was lost, and that I wanted it found or replaced. They said they would 'Escalate' the Locate Package and please call back in 2 days. I had to send a copy of the original phone purchase receipt and it was one week and 3 phone calls later when they claimed they couldn't read the date on the receipt.
I've been making these calls for over 2 weeks now. I have 5 of the calls still logged in the history on my phone since the 11th of August. I spend more time on hold than talking to a person. I have spoken to people who claimed to be supervisors and received the same brush off. This type of treatment is easy to get away with when your customer service is in another country. Even with the language barrier they know there's not much I can do to force them to replace the phone.
I am still making payments on the lost phone. I forgot to mention the phone I sent to LG was the warranty phone that AT&T sent to replace the original, brand new phone that had problems. The warranty phone had even more glitches.
I've called the police and the Attorney General. They both say it is a civil case. If I file it in small claims court it will cost somewhere between $175 and $200 to file the suit and pay to have LG served. That's if I can figure out who to name in the suit.
Since it's being warrantied, I can't file it as an insurance claim. Here's what I can do: I can warn everyone not to purchase LG mobile phones and if you already have one and it needs warranty work, send it in to the carrier. Even if they don't get it right the first time, if LG loses it your carrier will probably replace it.