Complaint Review: LG - Hunstville Alabama

On September 13, 2017, I was sitting in the floor using my LG G Pad X 10.1 tablet like normal. Our floors are covered with carpet and we have rugs in front of our chairs like some people have, normal. We have owned this tablet since May 04, 2017 and have had no problems out of it. 

This night, I just started up a game Beat Fever and I had to turn the tablet from landscape to portrait mode. When I did this, it slipped out of my hands and landed on the floor. When I picked it up, the back had popped off a little bit and I noticed the screen had a crack running down the screen. This was not the only crack, it actually has about four cracks. 

I turned the screen back on to make sure that it was still working but when I ran my hand across the screen I could feel a chunk of the screen missing. I was sitting in the floor not more than six inches from the carpeted and rug covered floor, dropped the tablet on its side and it landed face down and shattered the screen? 

I have dropped this tablet accidentally on my linoleum bathroom floor and nothing happened to it. Why did it take dropping it on carpeted floor to crack the screen? We are thinking there is a certain pressure point inside the tablet that caused it to shatter the screen when it hits just right. 

Anyways, I contacted LG that night. I was told it would run 50-150 to repair this as its not covered under their warranty. Lg is claiming in the report that they sent back to the BBB that:

Defects or damages from abnormal use, abnormal conditions, improper storage, exposure to moisture or dampness, unauthorized

modifications, unauthorized connections, unauthorized repair, misuse, neglect, abuse, accident, alteration, improper installation, or other acts which are not the fault of LG, including damage caused by shipping, blown fuses, spills of food or liquid

Apparently I used the tablet in an abnormal condition? Carpeted floor? Really LG? I normally buy LG products because they are built solid and are a lot cheaper than Samsung or Apple and work just as well. 

This time however I was sadly mistaken. How can a tablet survive a fall from about five feet on a bathroom floor, but can't survive a fall on a carpet/rug covered floor six inches from the ground? I say six inches, could have been less not exactly sure. Those are just my measurements. 

LG is standing beside their POS warranty that is basically ridiculous. Most tablets when they break. the screen cracks or shatters in some way and that is what the majority of people need to get fixed. Yet this is not included in their warranty and from what I can tell, I will have to pay shipping to LG and repair costs and shipping back to me as well.

This is insane. This is a 200 tablet. If it costs 10 dollars to ship it out, then another 150 to fix it and say 10 bucks to ship it back to me, I could have bought another tablet and in some cases 2 tablets for that price. I have contacted LG without any luck, they are not even offering me the option to send me a refurbished tablet or preowned tablet in place of this one. I have heard many companies do this to cut the costs of the repair down to the consumer.

Taken from LG V930 Manual:

LG will, at its sole option, either repair, replace or refund the purchase price of any unit that is covered under this limited warranty. LG may choose at its option to use functionally equivalent re-conditioned, refurbished or new units or parts or any units. In addition, LG will not re-install or back-up any data, applications or software that you have added to your device. It is therefore recommended that you back-up any such data or information prior to sending the unit to LG to avoid the permanent loss of such information.

I was not using the tablet in any abnormal manner. I was not using the tablet in some abnormal condition. I was using it like any normal person who likes to sit in the floor and play on a tablet would use it. 

They are not working with me any way at all. I can't afford to put out another 200 in repairs on a tablet like this, yet I watched the video on Youtube that shows clearly how to fix it. There is no way that 10 minute job should cost us 150 bucks. Or 50-150 bucks. I could see it costing the price of the replacement LCD and digitizer which on Ebay runs about 35 bucks. 

That I could see paying for, I don't see how companies are allowed to get away with this kind of operation. 

I have had products through Samsung before and was told to just take it back to the store. This was bought from ATT. I can't just take it back, because its after their 14 day return policy. It is basically a fancy paperweight right now. We can use it for Netflix if you constantly flip the screen to touch things in the area that is cracked. If you have to sign up for anything or type an email out, you are screwed.

I just feel like this company should stand behind their products. A tablet should not have a cracked screen in the fall that happened that night. I told them, I could understand if I had taken it outside and drop kicked it off the front porch. I didn't however. It fell out of my hands onto the rug that I was sitting on, that was on top of the carpet.