I purchased an LG TV on 12 Dec 2025 from Lulu Hypermarket, Muweilah – Sharjah (Invoice number 32017), trusting the reputation of both Lulu and LG as established brands in the UAE.
Within just 10 days of use, the TV began having major Wi-Fi connectivity issues. The device frequently fails to detect any available networks at all, which clearly indicates a problem with the TV itself rather than internet speed.
I reported this to the store team and was advised to do a complete reset, which did not solve the issue. On my follow-up visit, an LG technician inspected the TV at home. Initially, the issue was linked to internet speed, but when the TV could not even list nearby networks, it was acknowledged that the unit may have a technical defect. The next step suggested was opening the TV for inspection or taking it for repair.
This is where the disappointment lies. A brand-new product developing functional problems immediately after purchase should reasonably qualify for replacement, not repair. Customers choose reputed retailers in the UAE to avoid exactly this kind of situation. Being directed toward repair for a newly purchased device does not match the level of service and confidence customers expect.
I am sharing this experience to highlight a serious gap between customer expectations and the after-sales response provided for a newly purchased product. When a device shows functional failure within days of purchase, directing the customer toward repair instead of replacement raises genuine concerns about quality assurance and customer protection standards.
Customers in the UAE choose established retailers specifically for reliability, product integrity, and responsible resolution of early failures. Situations like this test that trust. I expect this matter to be addressed in a manner that reflects the reputation and standards both the retailer and brand represent.
I still hope this issue can be resolved in a fair and customer-friendly manner. The invoice number shall have my number and you may contact me on the same.
Ps: When we respond to this mail I'd, your team is asking us to contact the store. Then what is the purpose of asking the customers to write the email? Overall the response of customer service seems to close the ticket without resolving it.