New Email 07 New

GCN221201046415
I cant get 16MQ70 to work through thunderbolt 4
Joonas K(joonas.kaartoluoma@gmail.com)
*************************************************************************************
Dear Joonas,
Thank you for reaching out about your concern. I am happy to look into this for you.
As per checking, using adapters to connect to your monitor might not work for a thunderbolt
connection. I suggest it be connected directly to avoid video issues. However, you may need a monitor
with a supported thunderbolt port.
You may also try to connect the monitor to a different computer so we can check if it will work or not.
Please let me know if I can further assist.
Thank you for contacting LG.
Also, if you have a moment, please reply to the survey at the bottom of the email to let me know how
satisfied you are with my personal support to you. You can also provide feedback about LG’s general
service and support at the end of the survey.
Thanks in advance for your time and we look forward to supporting you in the future!
I appreciate your understanding in this matter, and thank you for contacting LG.
This is an unmonitored email address. To reply, please visit https://www.lg.com/us/support/email-
appointment.
Sincerely,
Jayvee
LG Electronics Customer Support
**This is an unmonitored email address. To reply, please visit https://www.lg.com/us/support/email-

appointment.**
#IMONT#CDVC#NONE#KB3431077
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GCN221201046637
I have an Ultra Slim Portable UHD Blu-Ray Writer. Model #BP60NB10. Serial #910HSKH010837. Year
2019. I can not find any drivers or firmware for this device on your site or anywhere online. And I get an
error trying to install the software on my computer (Windows 10). Can you help? Angie
Angie Tiffner(kraftione@yahoo.com)
*************************************************************************************
Dear Angie Tiffner,
I hate to hear that your Bluray drive isn’t working properly. The unit is plug-and-play, so no driver is
necessary. It also does not matter if you are using Windows 10 or Windows 11 since the unit is forward-
compatible with Windows operating system. There are some troubleshooting steps you can try, though.
- Try to use a different USB cable
- Try connecting the device to a different computer
- Try into plugging to a different USB port of the PC/Laptop

If these steps don’t resolve the issue, your Bluray drive may need service. If it is still under the
manufacturer’s warranty (within one year of the date of purchase) you may swap the Bluray drive for a
factory-reconditioned unit, instead of waiting for service. Processing a swap usually takes seven to ten
days after we receive the defective unit.
If you wish to swap your unit, please provide the following information:
- Phone number
- Cell phone number
- Complete physical address
- Model number
- Serial number
- Attach a copy of the original receipt showing the store name & logo, and the date of purchase
If the unit is out of warranty a flat rate fee covering shipping, handling, and replacement will be incurred
as follows:
Bluray Drive: $50
I hope this information has been helpful. Please let me know if I can be of further assistance.
Sincerely,
Jayvee

appointment.**
#IMEDS#TBSL#NONE#KB3431080
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GCN221201046875
Dear LG
I have the Slim Portable DVD Writer, but when I plug it in, my computer does not recognize the drive.
What can I do to fix it?
Herman Reinhold(reinholdh@hotmail.com)
*************************************************************************************
Dear Herman Reinhold,
I hate to hear that your DVD Portable drive isn’t working properly. The unit is plug-and-play, so no driver
is necessary. It also works if you are using Windows 10 or Windows 11 since the unit is forward-
- Try plugging into a different USB port of the PC/Laptop
If these steps don’t resolve the issue, your DVD drive may need service. If it is still under the
manufacturer’s warranty (within one year of the date of purchase) you may swap the DVD drive for a
- Phone number
- Cell phone number
- Model number
- Serial number
as follows:
Bluray Drive: $50

DVD Writer: $25
Sincerely,
Jayvee

appointment.**
=====================================================================================
GCN221201047103
The space key keeps on getting stuck in a depressed state and making typing very very difficult (adding
lots of extra spaces). This is the 3rd day using this PC, so it is spotless. In order for the key to pop again, I
need to press the key very firmly for a few seconds. Please help. Thanks.
Masao Matsuoka(mmlovwl@gmail.com)
*************************************************************************************
Hi Masao,
Thanks for contacting us. I appreciate that you've reached out about this issue, and I will do my best to
answer your question on the situation to your satisfaction.
I understand that you want to fix the keys on your keyboard since it is very difficult using it and there are
some instances that it is not working properly. Instead of repairing it individually, we are replacing it as a
whole since the keypads are grouped together in order for us to fix it we need to send this one to our
repair facility to further check the issue since we provide a 1-year Manufacturer’s warranty from the
date of purchase on the copy of the receipt or sales invoice provided by the dealer. If the unit is still
within the 1-year warranty and it needs a repair, kindly let us know so we can create a ticket and provide
the following information:
Full Name:
Phone Number:
Physical Address:
Product Model Number:
Product Serial Number:
Date of Purchase:
Kindly include a copy of the receipt or sales invoice for warranty validation.
For laptop repairs, our service team will send a shipping label through email to ship the laptop to our
facility shipped ground by FedEx. Once the unit is received by our repair facility, please expect that the
unit will be sent back to you within 7-10 business days For security and privacy purposes, all files will be
deleted by our technician and the laptop will be reverted back to its factory default, Kindly back up your
files prior to repairs.
If the unit is within a year from the date of purchase, the repair will be covered by the warranty. If it is
over a year, a repair fee of $500 + tax will apply for the repair of the laptop which covers the parts,
labor, and shipping cost. You may fill up the form below to confirm your warranty and request a repair
service.
As soon as I have this information, I'll get back in touch as quickly as possible. Thank you for your
patience.
Sincerely,
Jayvee

appointment.**
#IMEDS#CMDV#T-027#KB3431082
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GCN221202047319
I can not get the drive to load any files, either Windows 10 or 11. It powers up, but never displays any
files from a data DVD in the drive. I've tried it on 2 different machines with the same findings.
I want to run it on my Samsung Notebook computer running Windows 11 (though it has only USB-C
connections...)
I need it in order to install software only available on a DVD.
Warren Ryan(WarrenRyan@sbcglobal.net)
*************************************************************************************
Dear Warren Ryan,
I hate to hear that your DVD Portable drive isn’t working properly. The unit is plug-and-play, so no driver
is necessary. It also works if you are using Windows 10 or Windows 11 since the unit is forward-
- Try plugging into a different USB port of the PC/Laptop
When playing movies, you will need appropriate media player applications installed in your computer
depending on the type of discs like using a VLC media player for CDs and DVDs, or using LEAWO for
playing Blu-ray discs. You can easily download and install those applications from their respective
developer’s websites:
For VLC,
https://www.videolan.org/
For LEAWO,
https://www.leawo.com/
If these steps don’t resolve the issue, your DVD drive may need service. If it is still under the
manufacturer’s warranty (within one year of the date of purchase) you may swap the DVD drive for a
- Phone number
- Cell phone number
- Model number
- Serial number
as follows:
Bluray Drive: $50
DVD Writer: $25
Sincerely,
Jayvee

appointment.**
=====================================================================================
GCN221201047112
The product listed above listed costs $200 more on lg site as compared to amazon.
Both sites offer free shipping.
If I can buy it for $1599 or less on your site I will buy it.
I plan on buying it asap.
Thanks
francis bebak(fbebak@roadrunner.com)
*************************************************************************************
Hi Francis,
Thank you for reaching out.
I apologize, but it seems we are missing some information from your initial email. I want to make sure I
provide an accurate response, so I need to confirm first the unit’s model and serial number.
patience.
Sincerely,
Jayvee

appointment.**
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GCN221202047712
I would like to know before purchasing the 16" laptop if I could add a second ssd in the dual slot in the
laptop. If so what is the largest size I could use and could it be installed by lg before shipping it to me?
Thanks
francis bebak(fbebak@roadrunner.com)
*************************************************************************************
Hi Francis,
Thank you for reaching out.
I apologize, but it seems we are missing some information from your initial email. I want to make sure I
provide an accurate response, so I need to confirm first the unit’s model and serial number.
patience.
Sincerely,
Jayvee

appointment.**
=====================================================================================
GCN221202047367
WHERE CAN I BUY REPLACEMENT TIPS FOR THE STYLUS PEN ADDP0201003 FOR GRAM LAPTOP 14T90Q?
Richard McIntyre(rgmac3@msn.com)
*************************************************************************************
Hello there Richard,
Thanks for contacting us. I appreciate that you've reached us with your concern about how you can
purchase your LG Stylus pen. We are happy to help you.
The item may be obtained directly from our Authorized Parts Distributor - Encompass Parts. I have listed
their contact information below, including their website address. Please reach out to them for
availability, pricing, and shipping information.
For the parts # here are the details:
* Stylus Pen- AAA30623801
Here is the link for your Stylus:
https://encompass.com/item/13020333/LG/AAA77804301/
- 71.95 USD is the cost of your LG Stylus Pen
Simply type the Parts # from the website and it will automatically show the details and the information.
Encompass Supply Chain
Phone Number: 855-371-0084
Website: www.encompass.com
I appreciate your understanding in this matter, and thank you for contacting LG.
Sincerely,
Jayvee

appointment.**
#ICOMP#CMDV#T-001#KB3431117
=====================================================================================
GCN221202047424
Hello, is this external dvd drive compatible with windows 11? If not, which model do you have that is?
Thanks!
Cathy Chiu(chiu_cathy@yahoo.com)
*************************************************************************************
Dear Cathy Chiu,
Thanks for contacting us. I appreciate that you've reached us with your concern. We are happy to help
you.
Our external DVD-Writer works if you are using Windows 10 or Windows 11 since the unit is forward-
compatible with Windows operating system. The unit is plug-and-play, so no driver is necessary.
Sincerely,
Jayvee

appointment.**
=====================================================================================

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GCN221201046415

I cant get 16MQ70 to work through thunderbolt 4

Please let me know if I can further assist.

Thank you for contacting LG.

LG Electronics Customer Support

**This is an unmonitored email address. To reply, please visit https://www.lg.com/us/support/email-

- Try to use a different USB cable

- Try connecting the device to a different computer

- Try into plugging to a different USB port of the PC/Laptop

- Cell phone number

- Complete physical address

Bluray Drive: $50

**This is an unmonitored email address. To reply, please visit https://www.lg.com/us/support/email-

Dear Herman Reinhold,

- Try connecting the device to a different computer

- Try plugging into a different USB port of the PC/Laptop

- Cell phone number

- Complete physical address

Bluray Drive: $50

LG Electronics Customer Support

**This is an unmonitored email address. To reply, please visit https://www.lg.com/us/support/email-

**This is an unmonitored email address. To reply, please visit https://www.lg.com/us/support/email-

I need it in order to install software only available on a DVD.

Dear Warren Ryan,

- Try to use a different USB cable

- Try connecting the device to a different computer

- Try plugging into a different USB port of the PC/Laptop

- Cell phone number

- Complete physical address

Bluray Drive: $50

DVD Writer: $25

LG Electronics Customer Support

**This is an unmonitored email address. To reply, please visit https://www.lg.com/us/support/email-

Both sites offer free shipping.

I plan on buying it asap.

Thank you for reaching out.

LG Electronics Customer Support

**This is an unmonitored email address. To reply, please visit https://www.lg.com/us/support/email-

Thank you for reaching out.

**This is an unmonitored email address. To reply, please visit https://www.lg.com/us/support/email-

* Stylus Pen- AAA30623801

Here is the link for your Stylus:

- 71.95 USD is the cost of your LG Stylus Pen

Encompass Supply Chain

Phone Number: 855-371-0084

LG Electronics Customer Support

Dear Cathy Chiu,

LG Electronics Customer Support

**This is an unmonitored email address. To reply, please visit https://www.lg.com/us/support/email-

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