VincentAnoid
Android Enthusiast
So purchased the UK version of the G2 because of the support and warranty features promised with it. Originally paying slightly more through Amazon and getting less memory, 16GB oppose to 32GB. This was around September last year.
During January this year I noticed scratches on the rear camera lens so contacted LG support via email first. Explained the problem to them and even attached a macro close up image of the lens scratched, they stated the obvious claiming I would need a repair and then asked for my location details so they could create a 'file' for me. Once this was created, their following email told me that this repair would not be covered under warranty due to being "cosmetic damage" or "accidental damage".
So I exclaimed to them that their product videos clearly claim the rear camera lens is made out of "Sapphire Crystal". This means it should only be scratchable by diamond or another substance higher than 9moh. So how did it get scratched? They replied stating Sapphire Crystal is only scratch resistant not scratch proof, I thought that was irrelevant, nothing in the world can be claimed to be fully scratch proof and never said it was in the first place, additionally an answer to my question was never given.
I replied infuriated saying their product promises are superficial, being the same aspect if I bought a waterproof Sony phone and dropped it into the water with ports sealed and I was denied a repair due to "accidental damage". The lens should have never scratched anyway since I keep a case on the phone which prevents the camera from touching a flat surface. Plus the 5.2" screen is immaculate with my careful use of a screen protector. So it's not like I neglect my phones. I never received an email back from that address but was transferred to the customers escalations team.
They said:
I'm astonished, they don't even know their own product specifications. I promptly replied to the email giving three distinct sources;
LG aftersales service for you guys. I'm sure if it was Apple I would be treated much better, it's the only area of Apple I truly favour, a standing ovation to them. I won't be buying another LG product, should have stayed with Samsung. My GNEX which has no Sapphire Crystal lens does not have any scratches on it at all. A smart move from LG if I'm being honest, you save up on the aftersales/repair costs and in return unhappy customers create bad PR for you. Damaging that brand equity you spent millions to make and maintain.
During January this year I noticed scratches on the rear camera lens so contacted LG support via email first. Explained the problem to them and even attached a macro close up image of the lens scratched, they stated the obvious claiming I would need a repair and then asked for my location details so they could create a 'file' for me. Once this was created, their following email told me that this repair would not be covered under warranty due to being "cosmetic damage" or "accidental damage".
So I exclaimed to them that their product videos clearly claim the rear camera lens is made out of "Sapphire Crystal". This means it should only be scratchable by diamond or another substance higher than 9moh. So how did it get scratched? They replied stating Sapphire Crystal is only scratch resistant not scratch proof, I thought that was irrelevant, nothing in the world can be claimed to be fully scratch proof and never said it was in the first place, additionally an answer to my question was never given.
I replied infuriated saying their product promises are superficial, being the same aspect if I bought a waterproof Sony phone and dropped it into the water with ports sealed and I was denied a repair due to "accidental damage". The lens should have never scratched anyway since I keep a case on the phone which prevents the camera from touching a flat surface. Plus the 5.2" screen is immaculate with my careful use of a screen protector. So it's not like I neglect my phones. I never received an email back from that address but was transferred to the customers escalations team.
They said:
Hi Vincent,
Thanks for your reply regarding the G2.
Whilst we do attempt to make the most durable products on the market, the camera is not, in fact, made from sapphire crystal. It is made from Gorilla Glass, which although strong, is not entirely scratch proof.
Where is it, out of curiosity, that you were told that it was sapphire crystal?
Kind regards
Pete
LG Electronics UK Help desk
I'm astonished, they don't even know their own product specifications. I promptly replied to the email giving three distinct sources;
- YouTube -
- LG.com "Capture crisp, detailed, high-quality images with the LG G2’s 13-megapixel camera, featuring scratch-resistant sapphire crystal glass to help protect the lens and provide clear photos and videos for years to come. This uncompromising camera employs two-axis optical image stabilization and multi-point auto-focus to help produce stunning still pictures and Full HD 1080p videos."
- The Verge - http://www.theverge.com/2013/9/19/4749116/lg-g2-review
LG aftersales service for you guys. I'm sure if it was Apple I would be treated much better, it's the only area of Apple I truly favour, a standing ovation to them. I won't be buying another LG product, should have stayed with Samsung. My GNEX which has no Sapphire Crystal lens does not have any scratches on it at all. A smart move from LG if I'm being honest, you save up on the aftersales/repair costs and in return unhappy customers create bad PR for you. Damaging that brand equity you spent millions to make and maintain.