[Nexus 6  General] SeanPlunk:
Sorry to hear of your misfoture OP. Not to rain on your parade, but I just had a HORRIBLE experience with LG's customer support.

My brother's LG G2 (bought new in October 2013) got damaged in a fall, so I told him I'd contact them and get it repaired.

-It was shipped to LG just before Thanksgiving.

-Repair was authorized and completed for $153, device was shipped back late November.

-Device set to arrive 12/5.

-Tracking information stops being updated.

-Call Fedex on 12/8. They state they need to do research to determine if shipment is lost. They also advise there was no insurance on the shipment from LG so the maximum amount that a claim would yield is $100.

-Fedex calls back on 12/17 to confirm device lost, i call LG to let them know. LG says they need to call Fedex to confirm loss before proceeding and will call me back 12/18.

-LG calls back 12/18 to say that FedEx has confirmed package is lost. I ask for a replacement to be sent. They say they now need to conduct a 14 day investigation. I tell them that's unacceptable. As a customer I've paid them $153, a third party lost the package and I don't have a phone. They say they will escalate and call back on the 19th.

-After no return phone call, I call back on 12/22. The representative explains their is no progress and their is no actual procedure for this. They are waiting to see if FedEx will pay out a claim. I ask whether I will get a replacement regardless of whether FedEx pays them or not. She says yes. I then ask if that's the case, why do I have to continue to wait with no phone. She goes back and forth 3 or 4 times and finally I ask for a supervisor. I explained the situation to the supervisor and he says he doesn't know why I'm "bothering them" since FedEx lost it. I explain that since I shipped it to them for repair and they shipped it back without insurance it's their responsibility. I again ask for a replacement device to which he says no. I ask to speak to his supervisor and he says their is nobody above him and the best he can do is email LG in Alabama for me. I ask him to call me back that night with an update and he refuses. He does guarantee he'll call me back 12/23 though. I told him that thus far every time they said they would call back they didn't actually do it. He said he didn't care whether I believed him or not.

-I received no communication from LG and was so busy with Christmas my next chance to call was 12/29. I talk to a rep and she confirms their is no progress and says she can see in the system nobody has called me back. I advised again that I wanted a replacement device sent immediately. She said she was not authorized to do so. I said surely something like this must have happened before and asked what the procedure was. She basically admitted they didn't have a procedure. I asked for a supervisor again and got the same jerk as the previous time. I told him I had received no communication from him or anyone else in a week and this had been dragging on for a month now. He told me he had called me back on 12/23. I told him I was off work, my phone was on all day and that simply wasn't true. I also told him the rep. already confirmed nobody had done anything on my account including call me back since 12/22. He replied "whatever, I don't know why you're calling me anyway, FedEx lost it." I was so taken aback I didn't even know what to say. He said he'd done everything he could and the only the best he could do was email LG Alabama again. I asked him to please go ahead and do that. He then told me to "stop calling us, there is nothing we can do for you." I asked him who I should be calling considering that's the only customer support line LG has. He just said we can't do anything for you so stop calling. At this point I told him I was going to call twice a day requesting a supervisor until this was resolved. He said he would call me when there was an update.

-An hour later he called back and said he had heard back from Alabama and a replacement device would be sent in the next 7-10 business days. The replacement phone finally arrived on 1/7.

All told I probably spent 4-5 hours on the phone between FedEx and LG to get it resolved. The customer service for LG was absolutely TERRIBLE. No one in my family will buy an LG product ever again.