Complaint Review: LGE Electronics Goldstar Lucky Goldstar

   I purchased an LG phone through AT&T for my son while he was at college. After just 4 months of ownership, we found that the phone had burned holes into the cover from the inside.  This phone was barely used as my son only occassionally texts or makes calls.  It was primarily for emergency purposes.  Because it was only 4 months old, we were unable to trade it in for another phone with AT&T.

   AT&T directed to work with LG Electronics directly and gave us the number for customer support.  They directed us to send the phone in, and they would decide if it was a warranty issue and we should have something back in 3-4 weeks!  Luckily I was able to get a loaner phone for my son to use for emergencies.

   After 2 weeks, without any notice, documentation or explanation, LG sent us a phone which did not have the burn damage but had a display that was scratched to heck!  Thought I thought they had sent us a re-furbished phone, I came to find out after phone calls and e-mails into the company that customer support believes we got our old phone back.

   I was treated as a liar by the e-mail support line who told me they had replaced only a coil on the inside of the phone.  I have pictures showing the damage to the phone, it is 100% certain that they did more than just replace a coil. 

I believe they replaced the display with a terribly scratched up display.  The scratches are excessive and make it difficult to even read the display.  What's more, the scratches do not extend to the plastic outside the display, showing me that something is funny here.

   Not once did the customer support organization stop show they thought my queries to them were valid.  Is this company getting so many warranty claims that they're totally jaded??  The customer support rep sent me mail after mail claiming that it was the original phone and the display was not replaced.  But she refused to actually contact the technician who did the work to verify what was done.  And on each communication she haughtily tried to prove to me that I had sent a horribly scratched up phone in for repair.

   This experience was awful!  I will never, ever purchase an LG product of any kind again.  Beware of their warranty claims - who knows what will happen if you have to make a claim.  Take pictures of your item from every angle before and after.  I had pictures of my phone, but unfortunately not the display, and they still wouldn't budge.