kenshingintoki
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So I sent the following email to lg
type of inquiry : Product Operation
Product/Model No. : LCD TV ( 33" and over )/OLED77C9PLA
Hi, I'm interested in purchasing an LG OLED C9 77 inch TV.
Firsrtly, apologies for the long email.
My main concern is that from my research and reading on reddit and AVforums, that they can be subject to screen burn in.
Given the TV costs £5999 at present, I'm understandably concerned if I was to suffer with burn in on such an expensive item. I've heard lots of conflicting reports from users. Some have stated LG are covering burn in as a courtsey for the first four years of ownership once someones got in touch, others are saying retailers have helped them but sadly some users have had not had such joy and others have also had to go to the small claims court to get it sorted.
Given the cost of the TV, I was just wondering what reassurances there would be that if the issue was to occur, there would be help on offer for a replacement under warranty. If not, what other options would be avaliable.
Obviously I understand some circumstances (such as watching CNN all day) are bound to cause damage to the panel but likewise, I've seen the LG OLEDs at CES demonstrated as gaming panels for PCs with the inclusion of Gsync (which obviously involves some form of static elements from time to time). I'm sure the TVs are designed to be able to handle this.
I also note on your webpage regarding burn in, you do mention reassurances about it and that all LG TVs come with a warranty.
Thank you for your time and if you could give me any information on the customer support avaliable, I'd much appreciate it as it would give me a lot more confidence before making such a big financial outlay on a TV.
Thank you,
and I got the following response;
Thank you for your email. Our OLED TVs have a feature called pixel refresh that was created specifically for OLEDs and reduce the possibility of screen retention. We recommend to all of our customers undertaking a pixel refresh once a week to refresh the pixels. However, if you view a lot of content with static images or logos we would recommend carrying out a pixel refresh more regularly. Please note, we do not recommend viewing static images on your TV.
Screen retention is also covered once in our 12 month warranty so we would be able to repair this if reported within this 12 month period.
I hope this has helped, if you would like any further information about this product or any other LG products please do not hesitate to get back in touch and we would be happy to help.
I hope my email has answered your query and assisted you today; I would really appreciate your feedback. If you have a few moments to spare, please may you help us to improve our customer service by completing the short survey at the bottom of this email which is based solely on my support.
Please feel free to contact us via our new Twitter account for Technical Support. You can follow us and interact with the team here -> @LGUKCare
Kind Regards,
so it seems to me that lg are actually willing to replace the screen once for burn in during the first year of warranty.
after that it’s in the hands of the retailers who aren’t covering it for their extended warranties.
this is really interesting.
i think a one time replacement for the tv is really not a bad deal. Its not idea, either but at least if you did get burn in you could get LG to replace it and then sell it as new/refurbished and not lose too much money.
the issue seems to be after the first year, retailers are deciding to be a bit obstructive and since we don’t but directly from LG with warranties, we are a tiny bit stuck.
i think there’s definitely precedent here to move forwards in trying to get the burn in issue clarified for future buyers.
type of inquiry : Product Operation
Product/Model No. : LCD TV ( 33" and over )/OLED77C9PLA
Hi, I'm interested in purchasing an LG OLED C9 77 inch TV.
Firsrtly, apologies for the long email.
My main concern is that from my research and reading on reddit and AVforums, that they can be subject to screen burn in.
Given the TV costs £5999 at present, I'm understandably concerned if I was to suffer with burn in on such an expensive item. I've heard lots of conflicting reports from users. Some have stated LG are covering burn in as a courtsey for the first four years of ownership once someones got in touch, others are saying retailers have helped them but sadly some users have had not had such joy and others have also had to go to the small claims court to get it sorted.
Given the cost of the TV, I was just wondering what reassurances there would be that if the issue was to occur, there would be help on offer for a replacement under warranty. If not, what other options would be avaliable.
Obviously I understand some circumstances (such as watching CNN all day) are bound to cause damage to the panel but likewise, I've seen the LG OLEDs at CES demonstrated as gaming panels for PCs with the inclusion of Gsync (which obviously involves some form of static elements from time to time). I'm sure the TVs are designed to be able to handle this.
I also note on your webpage regarding burn in, you do mention reassurances about it and that all LG TVs come with a warranty.
Thank you for your time and if you could give me any information on the customer support avaliable, I'd much appreciate it as it would give me a lot more confidence before making such a big financial outlay on a TV.
Thank you,
and I got the following response;
Thank you for your email. Our OLED TVs have a feature called pixel refresh that was created specifically for OLEDs and reduce the possibility of screen retention. We recommend to all of our customers undertaking a pixel refresh once a week to refresh the pixels. However, if you view a lot of content with static images or logos we would recommend carrying out a pixel refresh more regularly. Please note, we do not recommend viewing static images on your TV.
Screen retention is also covered once in our 12 month warranty so we would be able to repair this if reported within this 12 month period.
I hope this has helped, if you would like any further information about this product or any other LG products please do not hesitate to get back in touch and we would be happy to help.
I hope my email has answered your query and assisted you today; I would really appreciate your feedback. If you have a few moments to spare, please may you help us to improve our customer service by completing the short survey at the bottom of this email which is based solely on my support.
Please feel free to contact us via our new Twitter account for Technical Support. You can follow us and interact with the team here -> @LGUKCare
Kind Regards,
so it seems to me that lg are actually willing to replace the screen once for burn in during the first year of warranty.
after that it’s in the hands of the retailers who aren’t covering it for their extended warranties.
this is really interesting.
i think a one time replacement for the tv is really not a bad deal. Its not idea, either but at least if you did get burn in you could get LG to replace it and then sell it as new/refurbished and not lose too much money.
the issue seems to be after the first year, retailers are deciding to be a bit obstructive and since we don’t but directly from LG with warranties, we are a tiny bit stuck.
i think there’s definitely precedent here to move forwards in trying to get the burn in issue clarified for future buyers.