LG Electronics — White spots on LG LED TV - Poor design and poor customer service

Address: Chennai, Tamil Nadu, 600061

I bought the LG 32 in LED TV (Model: 32LB563B) 2 years back through Flipkart. Few weeks back, all of a sudden three white spots of one rupee size started appearing vertically at the left most side of the TV.

I googled about it and found some forum that discussed exactly the same problem that I was facing. Looks like it is a common problem in LB series of LG TV that introduced a new technology. Some glass type material covering the LED is falling down and that creates a bright white sport on the screen. This is happening due to the poor design of LB series TVs.

Then, I called the LG customer care and explained them about the problem and the solution discussed in the forum. I told them that this seems to be some common problem that occurs in LB series so there should be some fix available in your records and requested them for the approximate cost for fixing this issue. They said that they haven't heard such error so they are not sure how much it would cost and only the Technician can come and have a look. I booked for technician visit.

The LG technician came in few hours and had a look at the TV screen and checked the ports with a meter. Without opening the TV, just by looking outside itself, he said the LED strip is gone and needs to be replaced completely. He said, it would cost 5000 plus service charges etc. Its been just 2 years and the repair cost is almost 30% of my actual TV cost. I was bit hesitant so I told him that I will think about it and give a call back. He charged me Rs.300 for this visit.

Later that day, I decided to open the TV and check it out myself. I followed some you-tube videos and open the panel and found that 3 one rupee size glass materials that was covering the LEDs were out of place. I fixed them at right place and assembled everything back. The white spots were gone. Its been almost 10 days now and its all working fine without any issues.

The complaint here is,

1) Poor Support: If it is common problem due to poor design, why LG customer care is not aware of it and support the customer with right solution.?

2) Poor Design: If there is a known design issue in a particular series of model with usage of substandard material, why can't LG provide free of service?

3) Poor Diagnosis: Why the LG Support Technician is trying to loot money from customers with wrong diagnosis? He would have addressed many similar issues and he would know that it is not a major issue. Instead of fixing it with less cost, why the LG support is creating panic among customers and trying to charge them more?