David Guggenhime thinks that LG Electronics owes him a free tablet (not to mention an American Express gift card) for purchasing one of its TVs. He contacted us because he alleges that the company didn’t make good on its offer. Or was it Guggenhime who didn’t live up to his end of the bargain?
This misadventure started when LG mailed Guggenhime a flyer advertising its Signature Series of high-end electronics, which includes TVs, refrigerators, washers, dryers and other appliances. This site isn’t for your average consumer. TV prices start at $6,999 and some of the sets cost upwards of five figures.
Guggenhime was drawn to the offer because it promised a free tablet, plus a $200 American Express gift card, with any purchase.
He went on to buy a 49-inch LG 4K Smart LED TV from Beach Camera. “Unfortunately, LG customer service did not follow through on the reward,” Guggenhime told our advocates. “I talked with total frustration on two occasions with customer service. They referred me back to Beach Camera, which knew nothing about the promotion.”
Guggenhime tried to solve the problem himself by contacting some of LG’s executives with information he gleaned from our website. However, he never received a response.
He also attempted to post on our forums, which are read by industry insiders and consumers who might have been able to solve his problem. However, Guggenhime had trouble registering, gave up, and turned to our advocates directly for help.
We heard back quickly from LG’s representative, who told us that Guggenhime had not purchased a TV that was part of the promotion. We asked Guggenhime for a copy of his receipt, and it showed that he paid $750 for a set that was not part of its Signature Series, and thus not eligible for the promotion.
The important lesson is this — read all of the terms of any offer before you attempt to take part in it. Guggenhime told us he had been having vision problems and that he might have had trouble reading “the fine print,” which can fool even the most sophisticated consumers.
Unfortunately for Guggenhime, we’re going to have to file this as a Case Dismissed and an important lesson learned.