TV Troubles

[Rare Bird]

Goes like this.
My mate who i look after bought a LG 37LH2000 at the back end of November, he was on a tight buget being disabled & asked me to pick him a nice alround telly both looks & picture wise.I thought this TV looked very nice (with the stand off).. also picture is not bad at all.

Well this morning i went up to give it a little dust over to find the black Acrylic at the front of the screen as kinda slightly bowed away from the screen leaving a largish gap between screen & facia!

I telephoned the very well know high street retailer & complained.They said they will send out a TV service/repair man Saturday..I won't be there but another friend that doesnt suffer fools gladly will.

This looks to me like this engineer is gonna try bodging this up.I've explained to my mate i do not want this & so doent he, now i think he's in his rights to refuse a bodge up & demand a replacement.Also i wear surgical gloves when setting black items up especially black acrylic, now an engineer aint gonna bother which spells finger prints all over which will mean it will need cleaning hence the black acrylic will then have fine duster marks in it like acrylic does, so it's a total refusal.

Anyone know where he stands..I'm pissed off with this cos i choose him the telly & it's making me look a right c***t :(

[The Vinyl Adventure]

Take it back to currys put it on the desk and ask the person behind the counter if he thinks it's acceptable that this has happens in such a short amount of time! He will look slightly shocked and have no idea what to say! Ask for the manager who will also have no idea what to say! Explain the following:
An engineer is not going to be able to fix a cosmetic defect unless he has a spare part, ask them if he will have a spare part - the answer will be no! Ask them what they intend to do about it? Be calm and polite but insist you are unlikely to move before you have come to a muturaly convenient solution!
We stopped selling lg at our shop as the return rate was far too high within such a short period of time!
The problem with these big stores is that they no little if nothing about customer service... I should try and teach them something mate!

[Rare Bird]

I thought about this but it was purchased Mail Order!

[The Vinyl Adventure]

Take some photos and contact lg directly, make copies of the letter and the replys and if you don't get anywhere send them to trading standards! Inform lg in the first letter that this is your intention!
If you had bought a tv from an independant like ours... Well... In situations like this I have taken on Sony before and won!
We had a customer with a graded mp3 player with an intimitant fault with the headphone jack! Through my inststant whinging at pencoed and some head office somewhere I got them to credit the shop so we could replace it and they still hadent found a fault! And you as the customer have a lot more weight, if you keep at these companies they will eventually always break... Ime at least! Of course it might not tak that long anyway, lg might just replace it straight away... Especially if it is a know defect!

[DSJR]

Also, get the backing of your local CAB as soon as they return to work next week! They can fully confirm what you've been told regarding mail order and EXACTLY your consumer rights, help you compose letters (or even do this for you if you find it difficult).

A TV no more than a month old and with physical defects like this should be replaced with another, but you'll have to give the engineer the chance to examine it. if it's a question of snapping a front panel back into place then fair enough. if it is a fault in a moulding, then IIRC you could argue that it was made this way and either claim a replacement or possibly a refund. Your CAB can look this up and print off from their database - the domesticated version is - www.adviceguide.org.uk



http://www.adviceguide.org.uk/index/your_world/consumer_affairs/buying_goods_your_rights.htm#your_rights_when_thin gs_go_wrong

Good luck..

[Rare Bird]

Thanks you two, i see whats been said/done when i get back Monday after the weekend.

Only concern is a two bit Engineer (Not even engineers) bodging/fingering it up..We'll see.

[The Vinyl Adventure]

I would doubt it would be bodged, he will most likely say it needs a new part that would have to be ordered

[Rare Bird]

Heres a pic of whats happened, the white gap, the Acrylic wont push in it's too stiff...The same each side, directly underside of each is a grill! looks like the heats not going through the grill but finding it's way upwards..This could possibly happen again. There's loads of ventillation under the telly as it's mounted on a Cantilever stand higher than norm to suit the height of his wheelchair

http://i12.photobucket.com/albums/a222/LIVING-SIN/Defect.jpg

[Spectral Morn]

Andre


Under no circumstances accept a repair....it will set a frame work for how they will deal with the problem again. They will argue that you were prepared to accept a repair etc in the first place....makes getting a new one harder...even though you are entitled to one.

Under consumer law the goods are not fit for purpose....you are entitled to a replacement...thats it pure and simple.

I would ring and say that you will only allow the goods to be examined no more no less and that you want a replacement...that will probably have to be another LG...same model.


Regards D S D L

[Alex_UK]

Not exactly the same, but I have first-hand experience of LG's customer service, and my first comment would be "calm down dear" - we bought a fridge-freezer (and incidentally along with a LG 32" LCD for the bedroom and a LG 19" LCD for the Kitchen, which have been faultless) about 2 years ago, and found that after time the channel that one of the freezer draws fitted into had warped, making it virtually impossible to close or open the draw. We had had the appliance around 11 months, so the retailer referred to LG, who sent an engineer (and this is the important part) - he wasn't there to "bodge" anything, if it could have been fixed, he would have, but otherwise, all he did was validate that the problem was as we had described, and sent a report back to LG. We duly had a letter from LG advising that the defect was probably due to a faulty moulding in the manufacturing process, and that they would replace the fridge-freezer. (In our case, we did this via the retailer (a local independent)).

So, see what the engineer has to say, and then what LG have to say - as Dalek Neil has suggested, the goods are not fit for purpose, so I would insist on a replacement, but this fault is probably something they are already aware of, and I am sure they will want to resolve the problem for you (I hasten to add that because of my positive experience, my Father-In-Law has since bought a 42" and 32" TV from LG and is very happy with them.)

[Themis]

LG is a serious company. ;)
I have a direct drive washing machine, it's the best I ever had.

[Primalsea]

I agree that a written letter to LG sent by a postal method that is tracked and has to be signed for upon receipt is a good idea. If you dont get a reply, or the reply is unsatisfactory then phone.

The problem many people have is that they go in all guns blazing straight away and it just gets peoples backs up. Usually the person (yes a person like you & I) will do all they can to help if you are polite and explain that you are not happy with the situation and you need their help. If they provide a solution that is unacceptable just politely tell them that and that you want to speak to their manager as you dont want to give them a hard time over something that they cant make the decision you want them to make. If their manager cannot help then speak to his manager.

Remember shit rolls downhill and you get much better results dealing with the most senior person and them getting their staff to deal with it. If you try to go up its just hard work.

The main thing again is not to get angry, stay polite and dont say or write anything that is even mildly insulting. Just stick to the facts and be honest.

[The Vinyl Adventure]

Like this look (you can use this if you like)

dear lg

I heard of this guy down pub that lg stands for loads garbage then this onthe guy said loads gay! Are you gay or shit?
Anyway my mates tv is bent, what you gonna do about it? so far you are shit in my books - make it better and il tell everyone I know how nice you are!

All the best

Andre

[Kris]

LG is a serious company. ;)
I have a direct drive washing machine, it's the best I ever had.

That's cool. It's a pain having to remove the drum on mine every time I want to change the spin speed. :(

[Themis]

That's cool. It's a pain having to remove the drum on mine every time I want to change the spin speed. :(
:lol:

[DSJR]

The consumer's contract is with the SUPPLYING DEALER and in the first instance, this is whom you should contact. Only THEN should LG get involved.

We sold Toshiba for a short while and an otherwise excellent 29" CRT TV failed after three months. The customer (a friend of mine) lived a long way away and I arranged for Tosh's local service centre to collect the TV ans service it - they supposedly replaced the tube.. Six weeks later the set failed again and to Toshiba's credit, they agreed instantly to replace it. last I heard, the replacement was fine (I married & moved shortly after and lost touch)..

[Spectral Morn]

The consumer's contract is with the SUPPLYING DEALER and in the first instance, this is whom you should contact. Only THEN should LG get involved.

We sold Toshiba for a short while and an otherwise excellent 29" CRT TV failed after three months. The customer (a friend of mine) lived a long way away and I arranged for Tosh's local service centre to collect the TV ans service it - they supposedly replaced the tube.. Six weeks later the set failed again and to Toshiba's credit, they agreed instantly to replace it. last I heard, the replacement was fine (I married & moved shortly after and lost touch)..


Absolutely. Never be fobbed off by this kind of crap "contact the maker" etc) Your contract is with the shop it is they who must sort it out, no one else.


Regards D S D L

[Rare Bird]

Ok
Seems an engineer came out Saturday to have a look, he was told the guy was not to be left without a TV till a replacement was issued as he's disabled & TV is a very important part of he life. What i can make out he had an attitude problem & said he would get one of their technical guys to phone back..It is now Wednsday & nothing, he loeft no number no nowt...Phoning the high street retailer back up was just starting at square one.

Any idea commrades?

[Rare Bird]

Been back on the phone. Because he wouldnt let the TV go before a replacement they won't do anything there classing it as he's refused. The guy behined the phone has done nothing other than be rude & abusive...

[Beechwoods]

It sounds like it might be time to get some assistance from the CAB. They may get more traction, but it sounds like you're being messed about badly. I wonder if they'd chance doing the same thing if the owner of the gear were full able bodied and arguing their corner for themself :steam:

[DSJR]

Definitely CAB, as the volunteer advisers there won't let it go until you tell 'em or it's sorted! they can phone on your behalf if you don't wish to do it and they can write on your behalf or supply decent twmplate letters too. If they've come across this before, they could well put your experiences, together with others, to a "Social Policy" issue to do with consumer law...

I reckon it's time to get a refund and buy from a reputable dealer as you've lost confidence in both the product and the supplier.

[Rare Bird]

Well after all the absuse we got from them, a couple of slanging matches my mates getting a new replacement before weekend, why the hell they didnt decide this in the first place is beyond me...

Turns out there manufactured in batches of 20, 12 out of this 20 have been reported as sent back with same defect..i kept the manufacture date from the back of this one which was mid Oct last year.

But i'm not holding my breath..

[DSJR]

Well done. I keep my fingefrs crossed for you in getting a decent sample. if you don't, then you demand a refund as they've had their chance!!!!!!!!!

[Rare Bird]

Cheers Dave.

I'm a bit gutted to be honest. I know a lot don't like LG, i for one i'm far from a fan, but i like this TV asthetics & against the newer Samsung i was planning getting this LG looks a better picture to me, so i was gonna buy the same, i'm worried now that this may happen to me or is that unlikley being just bad luck with this specific batch!

[DSJR]

Got to be a batch problem, but be careful where you buy it from..