Please call again during our operating hours of eight AM to nine PM Eastern Standard Time. Or say yes to receive a link. Thank you for your understanding."
If I had to describe LG Electronics customer service in one word, it would be "uneven." It takes an incredibly long time to get to an actual customer service representative. Most of this problem is caused by virtual assistants that just aren't there yet technology-wise, and should probably be removed from the process entirely. However, once you finally get to a service rep, they answer within seconds. There is virtually no hold time at all.
When you first call, you are greeted with: "Life's Good. Welcome to LG Electronics." The caller is then warned that the phone call might be monitored and recorded. After that, it goes straight into a directory tree prompting the caller to respond to these prompts: "If you are calling to inquire about an order from LG.com or the LG app store, say 'order.' If you are calling to order parts, say 'parts.' For customer service, say 'customer service.' "
I chose "customer service," and then it asked me: "What type of product are you calling about? You can say something like a refrigerator, television, or mobile phone." I said "television," and after verifying the choice, it transferred to me a different line.
At this point I was greeted by a recorded message that said: "Thank you for calling LG customer support. We understand that long wait times can be frustrating. To help you get the assistance you need, we have a chatbot that can help you get help. To receive a link to the chatbot say 'yes.' "
I didn't want the chatbot and didn't speak, but that just prompted the assistant to say it didn't understand me. It repeated the message, so this time I took a guess and said "no," which got me to the next part of the call.
At this point, I got a new virtual assistant to deal with who introduced himself as Clark and then explained: "I am LG's virtual assistant, and I am here to help you get the best customer support." Clark then gave me some examples of what I could ask the assistant and I said: "TV warranty." I wanted to talk about my coverage and whether it would cover the crack in my screen.
Clark then said: "For clarification, are you calling about the manufacturer warranty, S warranty, warranty repair, or extended repair?" I really didn't know, so I blindly chose warranty repair and then he asked me to repeat or add more detail. This time I just said: "customer service." That led to him saying "hold on" and then offering to send me a text link to send them some information.
I declined this option and was sent straight to a hold line, where a customer representative picked up right away. Thankfully, he was somewhat helpful, despite a persistent static buzz on the line that we had to work through after attempts to fix it failed. This at least demonstrated that the phone number can deliver some degree of actual customer service, despite its frustrations.