Can we get a refund for a wrong recharge in Jio? -
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By News Reporter
In the fourth episode of our ‘Customers at Heart’ series, we dive into how LG US has boosted customer satisfaction by revamping its refund system through the Online Brand Shop (OBS).
Imagine purchasing a brand-new washing machine or refrigerator, only to have it malfunction unexpectedly with no feasible repair options. Even with a full refund, such an experience can leave a sour taste. To rectify this, LG US initiated a collaborative project aimed at overhauling the refund process to enhance the customer experience. Six teams – the North America Strategy Team, DXP OX Team, DXP TDI Team, Service Corporation Call Center Team, Service Corporation Planning Team and the North American Accounting Team – voluntarily joined forces to develop a more efficient and customer-centric refund system.
The initiative targeted customers whose products had malfunctioned under the warranty period but were unable to receive a repaire due to discontinued parts or other impracticalities. To provide alternatives to a one-time cash payout, the company sought ways to retain customers and encourage future purchases by introducing rewards through the OBS of LG US, the official website where customers in the US can directly purchase products online.
Analyzing core customer grievances, the company endeavored to reform the existing cash refund policy for an easy and more pleasant process. To foster a positive customer experience, LG US developed MyLG Rewards, an OBS rewards program that offers a 110 percent points refund and encourages customers to actively use the points through a convenient and user-friendly system.
The company took proactive action to identify potential issues of the new OBS refund policy, monitoring real cases to finalize the best possible IT asset monetization process. LG US also implemented specialized training for call center staff and expanded operations to improve the overall customer experience and get ahead of any issues that could arise from the new system.
After the introduction of MyLG Rewards, the company conducted regular surveys targeting customers who received refunds. These surveys aimed to gauge customer satisfaction, track the likelihood of repurchasing LG products and monitor the frequency and duration of OBS visits. In addition to analyzing the percentage of refund customers who became new OBS members, the company also examined when customers used OBS points as well as any additional purchases made through the system.
As of October 2023, the survey results indicated high customer satisfaction, with those who utilized MyLG Rewards rating the process an average of 4.7 out of 5, compared to a 3.3 rating from refund customers in general. Customers who used MyLG Rewards also expressed a higher propensity to repurchase from the brand, with 71 percent stating they would buy LG products again, compared to 50 percent by refund customers in general.
Overall, approximately 40 percent of refund customers shared that they have regained trust in the LG brand after the introduction of the OBS point system. Those who used OBS for the first time reportedly visited the shop more frequently and for longer periods of time, and 64 percent of customers made additional payments through OBS even after using up their points.
The success of the LG US initiative has prompted expansion plans to LG Canada within the year and the launch of an OBS membership program that will offer differentiated benefits based on OBS points and membership tiers. The company has also rolled out the LG Referral Program, which enables customers to earn rewards by referring friends and family.
Through these initiatives, LG US has revolutionized the customer experience for those seeking refunds, ensuring that these customers continue their ownership experience (OX) journey with the OBS rewards system.
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By infiniter
Hello! I‘m a guy from Germany who bought his first time ever LG TV, the OLED55G19LA. Coming from a Samsung UE49KS7090 I actually expected the LG to be as good as the Samsung in regards of user interface and handling, but it‘s way worse. Well, gotta live with that. But since using it for about two weeks now, I noticed a few things. Since in my job I‘m a software tester (not for TVs, but software for users is software for users), I think I kinda have an eye for things and how they are supposed to be or not.
Since there is only a wishlist forum and no „report your bugs here“ forum, I‘ll post my bugs directly here in hope some developer will record them on the bug tracking list.
1. Bug: Timers. When gaming on my PS5, the TV suddenly came up with ‚will switching off in 5 minutes‘. So I deactivated that timer which was on by default (why??), just to see the same message appearing again after another 4 hours (yes, on weekends gaming sessions can be long). I think this is a typical software developer flaw. The running timer isn‘t canceled when switching that option off.
2. Bug: Youtube app. When playing videos from a playlist with auto-play activated and commercials come in the middle of a video, after using the „Skip ad“ button it would randomly jump to another video, which isn‘t on the playlist. This only happens when I connect from within thr Youtube app on my iPad to my TV, select videos on the iPad which would put them onto the playlist of the TV. The TV would start playing, a commercial come and zing!, you‘re out of your currently watched video.
3. Unwanted behavior: when starting the TV, it would also wake my NAS. This isn‘t necessary. It should only wake it when I open the media player app.
4. Missing option „Start where you left off last time“: when shutting down the TV while Youtube or Netflix are running, I‘d expect it to come up again the same way. But this only happens randomly or not at all.
5. Bug: HDMI CEC. My A/V receiver is on the HDMI(ARC) port. The LG deteced it as Denon Sound Bar (how??). Switching it on together with the TV only sometimes works. Switching it off doesn‘t work at all. What works nicely is loudness control.
6. Bug: Audio interrupts. When playing a video in the media player, streaming Netflix or gaming on PS5, which is directly connected to the TV, the audio stream via ARC would randomly be interrupted for about one second while the video continues neatlessly. I never had such with the Samsung TV. Totally new and extremely annoying bug.
7. Controversial topic: DTS audio. I learned that LG doesn‘t decode DTS in files played from the media player. But passing it through is not decoding and I don‘t think that LG would need a DTS licence to just pass it through. Of course the question would be „Why not even passing it through?“. The Samsung I used before could do that. Well, this one’s five years old and I know that current models also don‘t support DTS anymore, but perhaps they pass it through.
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By Chung Chee Yin
Recently my 55UB850 is unable to play 4K / H265 format files (via USB 3.0). Even in Netflix also unable to play 4K, something weird with it.
Anyone here having the same issue?
Hope someone can help... Thanks a lot!
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By Osvaldo Travassos
Bought a 65SM8200PLA only a month ago!
Last Friday, the TV asked if I would like to update and I said Yes. So far so good but after the update the TV started showing several problems. Turning ON the TV takes forever! The LG logo appears briefly and the screen turns black. After 90 seconds the magic remote can be operated. Two minutes after its possible to access the HOME page. Several seconds later we can select HDMI and finally watch TV. The whole process takes about 5 minutes.
The applications also take longer to start.
I've tried a factory reset but no improvement. Installed SURE app to try and force the installation of the same version file in case something went wrong the first time but the TV does not find the file. The SOFTWARE UPDATE page only comes up for maybe a second and crashes sending the TV to HDMI.
I've browsed the internet trying to find a similar problem or a solution but found nothing so far. I believe downgrading the OS would solve the problem. Any ideas on how to solve this nuisance?
Thanks in advance.
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By Mihai B.
Hello, I've read on the XPLAY forum about various problems with the latest version, so I decided to postpone the update until the issues are solved. I really don't know where the problem is but the developer said: "They have approved a quiet old version what has no online update functionality and the only way to fix anything or add new functionality is to send it to LG QA team … but they arrrrr soooooo much slow. Ive send them (on several days ago) version latest dev version with online update functionality. It will allow me to react to bugs much faster …" My setup is: TV: LG 55EG920V, WebOS 2.0, Software version 04.25.70 XPLAY: 20180322.1.2.8 (ONLINE) PLEX: 1.13.8.5395 The version available for update in LG content store is 2.189.171 (08.10.2018). Many users complained they couldn't login anymore after upgrading to this version. Could you please tell me what is the correct version should I update and when it'll be available for my TV? Also, is there any way to skip this update? I just want to avoid an accidental update which would broke the functionality... Kind regards,
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