Stays on DVD mode

I purchased my LHT754 LG Home Theater System from Circuit City for $298.89 on 6-3-07. Initially the system worked great. Then after only 2 months of use the system locked up and quit working. The system remains in DVD mode even though there is no DVD in the drive. Additionally, when I now install a disc into the DVD drive, there is no audio. The system is now virtually useless.

After my 3rd call to 1-800-243-0000 LG Customer Service I finally was provided a case number and advised to take the system to CarPhonics here in Charlotte. As the system was just out of warranty- I'd have to pay for parts- however LG would still cover the labor costs. (Note: Wait times for LG Customer Service averaged over 10 minutes each.)

I took my system to CarPhonics and then 10 days later received a call from CarPhonics and they advised me that though they are an authorized repair center for "some" LG products...they were not an authorized repair center for home theater systems. (I had to go and pick-up my system and now some 45 days after initially encountering the problem- I had to start all over.

Off and on for the past 2-3 months I have tried repeatedly to contact LG Customer Service and secure an address so that I could ship the system back to LG for repair. The wait times have been over 15 minutes. Last week I spoke with Sade (sha day) at LG customer service after waiting for over 10 minutes. She refused to help me or listen to my story. She would not allow me to remain on hold. She told me my only option was to leave my phone # and someone would call me back. I asked her when I should expect the call. She said it could take up to 24 hours. I asked for an appointment and she refused saying that all reps were busy. She was extremely rude and curse.

It's now been 8 days and I am yet to receive my call back from LG Customer Service.

This morning I called the 1-800-243-0000 number and got a recording stating their system was down and they were not taking any calls.

The cycle of zero customer service is endless.

I hate spending additional money on extended purchases protection packages that are often offered by retailers. (After paying several hundred dollars for a product- why should I have to pay more money just to make sure the product works?) But in this case with LG- I'd strongly encourage buyers to purchase the extended plan offered by your retailer and avoid the LG headaches.

I've tried the LG website and it is useless. No online method to return products or secure repair / service.

Another case of a major company with unacceptable customer service. I think it's called customer "non-support".

Good luck and buy LG at your own risk.

Update:
Today (3 months after ordeal began) I spoke with Crystal at LG Customer Service who apologized for the prior rep erroneously sending me to CarPhonics and for having such trouble contacting Customer Service and getting calls returned. She is sending me a prepaid address label and DHL will come by and pick-up the product from my home. The warranty is 90 days labor / 1 year parts. Since I have had so much trouble- she offered to cover parts and labor...and shipping of product to/from LG for the repair service.

Very good recovery for LG- although this should have happened much sooner.