LG

I recently purchased a LG BD390 Blu-ray Player not more then a month ago. I purchased it for all of the great added multimedia options the unit has. Little did I know LG produced a faulty machine!

When I first got the unit I immediately activated the NetFlix service which I love. Unfortunately every couple of days, I would have to reactivate it because it would loose it's activation. Not knowing this was a sign of a much bigger problem.

I tried activating the VUDU service about two weeks ago and that's where the problem begins. When I went to use it for the first time, I received an error that the hardware ID was in use. I thought maybe the unit I received was a repacked return. I found out today that it wasn't. Here is where it gets interesting. I contacted VUDU support immediately. They told me LG is KNOWN TO ISSUE DUPLICATE MAC ADDRESSES on there units. I had to provide them with the Serial#, LAN MAC, and Wireless MAC. I was provided this long procedure to get all of that info, because LG doesn't put the MAC addresses on there boxes or equipment. And to make matters worse, they couldn't even do anything with me until they contacted the customer with the same MAC address as me to have that customer verify all of the same information using the same long procedure. To me, if I'm already a customer and you asked me to verify all of that info, I would tell you to jump in a lake. VUDU verified I was issued a duplicate MAC address.

THIS IS A MANUFACTURING DESIGN DEFECT!!!

After 2 weeks of phone calls and emails going back and forth, VUDU contacted LG, who in turn contacted me today. Here is what LG is offering to do for me. The unit needs to be repaired/replaced. Keep in mind my unit is not even a month old.

1. LG is willing to pay for 2nd Day Air Shipping to there factory and 2nd Day Air Shipping back. I asked for Overnight Shipping since it's there design defect, I was clearly told No. The Manager told me, "I just have to deal with it." When I got my label to ship it back, it was for FedEx Ground Shipping. WTF is that?

2. When I asked the turn around time. I was told 10 business days. Mostly due to shipping. 10 business days because of there design defect? That's why I asked for overnight shipping. Why should I do without because of there manufacturing design defect!

3. When the unit is received they will swap it out for a refurbished unit! I purchased my unit BRAND NEW NOT REFURBISHED!!! So, not only do I get slapped in the face with the shipping, I get a refurbed unit? I spoke to another Manager in customer service tonight, he tells me they repair your unit. I tell him you think I'm a fool. The Shipping Label I got clearly says "RefurbSwap". When I told him that he had no response. He said there was nothing he could do.

I've own/owned multiple LG products, LCD TVs, Cell Phones, etc through out the years. This experience has put a sour taste in my mouth and I will NEVER purchase another LG product ever again!

I have not sent the unit back yet.

I'm sorry for the inconvenience, but this site is dedicated to mobile communications like Cell Phones and NetBooks. I don't think anyone from LG Electronics visits this site, However I have passed your comment on.