Hello All,
I wanted to share my very recent experience with LG regarding my OLED65B6, which I purchased in December 8, 2016 from BB. I NEVER write reviews, or make comments, but this has been one of my WORST customer experiences.
I have been a loyal LG customer years, we own (10) LG 4K TVs and PC Monitors, and (40) LG TVs/Monitors I purchased for my business. The OLED in question has one of the best pictures I have ever seen, and was very happy with the purchase. However, in December 2017 (at the tail end of the warranty period), we began to see what resembled image retention, or "burn-in", which appeared on all inputs and sources, and only during curtain background colors. I contacted LG support, they had me download a mobile app so they could take pictures of the issue, and stated they would repair the issue under warranty - and that a repair tech would contact me.
After a few days, the LG repair tech called and informed me he was ordering a new panel and it was shipping directly to my house - and when received, he would come out and fix the TV - so far, so good.
I waited roughly a month for the new panel, and it arrived yesterday morning. The LG Tech called me again and stated he was on the way to my home to swap the panel... I was very excited to get the TV picture back to the near perfection it was when we bought it.
Upon his arrival, he stated he needed to "call to get approval to swap the panel"... which was confusing, as they already shipped a new panel. The person he called, which provided the approval, asked the tech to perform a test, for which the tech responded "I'll be honest with you, I do not have any testing tools and don't know anything about that"... he received approval to swap the panel anyway. He asked me to help remove the TV from the wall, and I stopped and said "I don't want to take this off the wall if you are not able to fix it"... which he assured me he could, and that all he needed was a "Philips-head screwdriver", and that it was an easy task.
So we took the TV down and he placed it face down on our couch, and did the same with the replacement panel. The tech began disconnecting the boards, and my oldest son and I witnessed him yank the ribbon connector on one board, and it broke. The broken piece of the ribbon connector was still plugged, and he discretely removed it and set it aside, and did not address it. He quickly moved all the internal parts to the new panel, put the back panel on, and plugged it in. The TV immediately began clicking loudly and rapidly... no picture, no sound, no response to any remote and panel button commands. The TV is now 100% dead!
He pushed the power button several times, sat on the couch, and said that we "need new boards". I stated that the boards were fine before he touched them, and the TV operated normally - the only issue was the image bands and we have been using it all this time. I asked him which board needs to be replaced, and he said "I don't know... I don't know how to troubleshoot that, so I just order all new parts... that is how I troubleshoot these things"... Needless to say, I was shocked and not happy. He stood up, grabbed his bag, and said that he will order the new parts and be back next Tuesday to install them, as if nothing happened. He apologized for the inconvenience, stated he wasn't sure what happened or what is wrong, and left. Nice enough person, but he was not properly trained at all.
As soon as he left, I called LG and reported the issue... and a whole new set of customer service failures began. LG phone support stated that they needed to send a text message to the tech to inform him that I made a negative report, and that he needed to come back out and fix the issue. I stated that I wanted a new tech that is trained... LG phone support just kept regurgitating the same generic statements, and could not provide me with a time line, or whom would be contacting me, and any resolution... just that they made all of the appropriate reports and that upper management would be made aware. At the end of the day, the LG repair and support service has killed my TV, and my loyalty as a customer.
I decided to call BB to see if they had another number I could call, and they were very helpful. Unfortunately, they transferred me to the person in charge of the repair services at LG, Teresa (at least that is according to her). She was dismissive of the situation, and stated that the original tech would have to finish the job, as that is "how it works" on their end. I stated the tech himself said he wasn't formally trained for TV repair, but the response was that my statement "is not true" and that "all repair techs are fully trained" (which was also stated on my previous call to LG)- so according to LG, I am a liar instead of a long-time, loyal customer. I stated that I was not happy with the process, the poor customer service, and dismissive nature of the experience. The response was "it doesn't matter how mad you are" and something along the line of "this is the process'. I was yet again, blown away. She further stated that she can find another technician, but it may be 1-2 weeks before I can have something scheduled.
I am still on the phone with LG - now approaching hour 2 on a Saturday. She was apparently able to locate a different technician, and will be contacting me in 3-5 business days for scheduling or whatever. I do not know what will happen next, but I will be updating this post as things develop. Thanks for allowing me to share this experience, and I hope that it will motivate process changes. Very disappointed LG...

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