heard back from LG this morning. i'm going to post this publicly because i think people need to see how LG is handling this. if you guys don't want to see this or think it's taking up too much space, just say so.
this is the reply i received this morning to the email i posted earlier
"Hi Chris,
Thank you for contacting LG Electronics.
It is my pleasure to assist you. Please accept our sincerest apology for the delay in our response and any trouble or inconvenience we may have caused you.
Thank you for your concern. In regards to your concern about your monitor using a thunderbolt adapter to HDMI is an alternative option to use since you said on your previous email to Anthony that you already tried all 3 ports on your MAC Pro. There is no wrong using an adapter but always make sure that the video card that you are using will be compatible on the resolution of the monitor. LG is aware of the concerns about the 4k monitors that were raised on some forums and reviews that were not working properly with MAC. LG is continuing its process for product development to give quality products.
I wish to assure you that LG Electronics had no intention of endorsing a point-of-view which may have made you uncomfortable about who we are. We remain a company dedicated to innovation, which strives to always deliver the best product possible to the market."
WOW.
and here is the reply i have just sent to LG, though i'm wondering why i bother:
"what an entirely useless reply!
greg, i'm at the end of my rope. i am utterly disgusted with the experience i've had with your support team. this last email did not address my technical issues with my new LG monitors. not at all.
LG has consistently avoided answers, refused to give me proper support for the products i've purchased, and i now sit here with monitors that don't work at all.
it's worth mentioning (perhaps not) that my left LG31MU97l no longer powers up at all. it is entirely dead. does LG care about that even? what exactly does it take to motivate support to find a solution to a customer's issues?
i don't know if i should open a new support ticket or if i should even bother continuing.
i'm glad you guys are "aware of people having issues". that's fantastic. perhaps if you were to do something about them or somehow at least acknowledge that there is an issue, people like me wouldn't be broadcasting their EXTREMELY negative experiences to other potential customers.
but that's up to you guys.
i'm going to contact amazon and ask about an extended return period, and will also be forwarding them the abysmal, nearly laughable chain of support emails.
i will give you guys one last chance. here are my issues again, carefully laid out, after MUCH legwork, experimentation, and attempts to get YOUR PRODUCTS WORKING AS THEY ARE ADVERTISED.
my configuration is as follows:
new Mac Pro (2014) with dual AMD D700 firepros.
64GB of ram.
OSX 10.10.3 (beta, in an attempt to get these to work) the monitors also did not work under 10.10.2.
i have two of the 31MU97s
my problems present themselves NO MATTER WHAT thunderbolt buses my cables are plugged into.
i have tried the following displayport cables:
included cables
cable matters minidisplayport to displayport adapters
startech displayport 1.2 minidisplayport to displayport adapters
accel displaypor 1.2 cables
i have tried having ONLY the monitors connected, again through various combinations of the three seperate TB2 buses on the mac pro.
i have tried 1:1, wide, and other settings on the monitors.
when waking the machine, they regularly glitch, flicker, belch noise, and eventually turn off, usually for a period of up to an hour, after which they (sometimes) become stable.
i have made an exhaustive 13-minute video of the situation here:
https://www.youtube.com/watch?v=7pRFjy6xOGs&feature=youtu.be
plugging in the monitors via HDMI does work at 24hz, but this is not a useable refresh rate.
so far your support department has done the following:
- twice told me that i need to use TB->HDMI adapters, and that thunderbolt IS NOT supported.
- told me that the prior statement was wrong at that they never meant to imply that.
- sent out a TV repair man who was equally stumped as to the problem. he wanted to take my two one-week-old monitors "in to the shop", which i cannot do as i need to work. i
- told me that there have been no other reports of this problem whatsoever.
- told me that LG is aware of the issue and "is continuing its process for product development" (how this is meant to help is well beyond me. generally product development is a process that takes place BEFORE the product is released.)
i am absolutely livid, furious, and disgusted with LG. i would like you to read that sentence a few times to really UNDERSTAND it. i have been patient beyond most people's limits in an effort to find a solution, and you appear to be fighting me at every turn.
now my left LG31MU97 has died. it no longer powers up at all when plugged in. this is probably due to it being unplugged and plugged in 5-10 times every day in an effort to get it to work. that's my daily experience with your products.
if your company is interested in helping me solve this issue, please contact me to that end, with solutions, a plan or something other than vapid, useless, and infuriating marketing propaganda. i do not care what LG's developmental cycles are. i don't care if "LG cares". i need to see measured, appreciable steps in your next communication to me or i will make sure that this entire experience is EXTREMELY well documented everywhere relevant so that people know to avoid your company entirely.
it upsets me to have to use language like this with a company. it upsets me that LG's support is taught not to solve problems or find solutions, but obfuscate issues with marketing jargon and hyperbole. it upsets me that i've spent nearly $3000 for high-end "professional quality" equipment that simply does not work, and that the company that manufactures that equipment has NO INTEREST IN SUPPORTING IT.
i don't feel that i'm being irrational here. nor does anyone else that's been watching these proceedings with interest. despite being EXTREMELY angry i'm trying to remain civil and just get answers. PLEASE ACTUALLY HELP ME.
thanks very much,
chris"
i had to submit that reply as an attachment as it was over the limit of the web-based email system LG uses.
as you read in that, perhaps, my left 31MU97 has died entirely. as in it won't even turn on anymore. and i do think that's because i have to unplug and replug it several times a day to get it working.
i acknowledge that this is entirely my fault for sticking with these, but now it's become about how ****** LG is being, at least in my opinion.
if anyone wants to sanity check me at this point, it'd be welcome.
cheers,
chris
