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John Lewis - OLED TV Image Retention Warranty Refusal

mad steve

Well-known Member
Just to clarify, QLED is not a technology. It’s an image enhancer. Don’t limit yourself to just looking at Samsung. Sony use exactly the same concept, they instead market as they should, as an image enhancer called TriLuminos. LG’s nano cell idea does the opposite of Quantum Dot, in that it takes away the unwanted brightness. I don’t blame you for shying away from OLED, totally justified after your experience, but don’t expect never to see BI again. It can happen on an LCD.

Not to say that Samsung’s QLED isn’t awesome - it is, although it’s strictly not a true Quantum dot tv, but we’ll leave that alone. I’m simply saying that the other manufacturers use QLED style processing but don’t market it as a technology, (cynic speaking here) and try to trick people into thinking it’s oled. I quote someone I met last week - ‘I thought QLED was better than OLED, because Samsung are the only ones offering it and the Q could stand for Quality’.... goes to show Samsung’s marketing machine is working.

You dont like Samsung do you lol.
 

sagaris99

Well-known Member
You dont like Samsung do you lol.
Don’t like or dislike. I simply take issue with their marketing and sales strategies that attempt to rubbish every other brand.

That said, I’m in awe of them and how good they are with their marketing. It’s the same as Amazon for me. Really dislike their business practices and staff treatment, their sales strategy is to consume the entire high street it seems. Doesn’t stop me from being impressed by them and still buying from them
 

martylaa

Well-known Member
The white/grey logos don't seem to cause as much problem, it's anything with yellow or red
I watch a lot of Fox channels, this has the white logo top left and also I watch Netflix, problem is I sometimes watch sky sports news as well, not for long but I do watch it and I do pause my tv for dome periods whilst I do other jobs...
Hence fears of burn in/out...
 

andya

Active Member
to me having to think what you do with a tv is crazy that is why I have ruled out oled .the closest to what I want is the Samsung q9fn I prefer the panny menu system and colours but until micro led or some other tech comes around it will do me till them which I think is around 4 years away
 

Aj33

Well-known Member
I watch a lot of Fox channels, this has the white logo top left and also I watch Netflix, problem is I sometimes watch sky sports news as well, not for long but I do watch it and I do pause my tv for dome periods whilst I do other jobs...
Hence fears of burn in/out...
If I ever want to pause something for a period of time (usually to shout at the kids:rotfl:) I hop into the energy settings and turn the screen off.

I do the same for music/radio.
 

bob60

Active Member
I was in John Lewis today looking at the Sony 55AF8 and I asked about screen burn and I was told by the assistant that it is covered in their 5 year warranty.
 

Aj33

Well-known Member
I was in John Lewis today looking at the Sony 55AF8 and I asked about screen burn and I was told by the assistant that it is covered in their 5 year warranty.
Ask for it in writing! :laugh:
 

sagaris99

Well-known Member
I was in John Lewis today looking at the Sony 55AF8 and I asked about screen burn and I was told by the assistant that it is covered in their 5 year warranty.
Certainly misinformed o_O which JL was this in?

Unfortunately even if you had it in writing from him, it is specifically not covered in the guarantee, which JL would stand behind.
 

bob60

Active Member
Certainly misinformed o_O which JL was this in?

Unfortunately even if you had it in writing from him, it is specifically not covered in the guarantee, which JL would stand behind.
I asked specifically because of what I have read on here over the past week.
I have shopped weekly in John Lewis for nearly 40 years and never had a problem with them before, that's why I asked.
However if I was buying an OLED from them I would be sure to speak to the manager of the TV department in the Oxford Street store first just to be sure...
 

sagaris99

Well-known Member
I asked specifically because of what I have read on here over the past week.
I have shopped weekly in John Lewis for nearly 40 years and never had a problem with them before, that's why I asked.
However if I was buying an OLED from them I would be sure to speak to the manager of the TV department in the Oxford Street store first just to be sure...
Not questioning your loyalty at all, I’m sure you spent a lot with them :eek:

To be fair, sounds like a Christmas temp who isn’t aware of what burn in is/what’s covered and why. But yes, if you were to buy I would want written signed verified confirmation that it would be covered. Hopefully he finds out the wording of the guarantee before long....
 

SkyJawa

Novice Member
Re the Q9FN being what to buy I disagree. We looked at both that and the C8 and we now own the latter. Even my missus who is a complete technophobe said straight away the Sammy was not as good. Just our opinion :)
 

mad steve

Well-known Member
Re the Q9FN being what to buy I disagree. We looked at both that and the C8 and we now own the latter. Even my missus who is a complete technophobe said straight away the Sammy was not as good. Just our opinion :)

To be fair I don't think anyone as said it was, the issue is if you get burn in..
 

SkyJawa

Novice Member
To be fair I don't think anyone as said it was, the issue is if you get burn in..
Was a response really to comments like addyrddy on page 1.

Obviously everyone’s different but we went OLED having viewed both. The sammy has merits like the separate box and wire connection, but to us picture wise we preferred OLED. We’ve had plasma before so still have habits of protecting from burn in which we’ve done with led tv’s we’ve had since even though we didnt have to.
 

mad steve

Well-known Member
Was a response really to comments like addyrddy on page 1.

Obviously everyone’s different but we went OLED having viewed both. The sammy has merits like the separate box and wire connection, but to us picture wise we preferred OLED. We’ve had plasma before so still have habits of protecting from burn in which we’ve done with led tv’s we’ve had since even though we didnt have to.
That's sound mate, I'm not disagreeing with you.
 

johnpmc35

Active Member
Was a response really to comments like addyrddy on page 1.

Obviously everyone’s different but we went OLED having viewed both. The sammy has merits like the separate box and wire connection, but to us picture wise we preferred OLED. We’ve had plasma before so still have habits of protecting from burn in which we’ve done with led tv’s we’ve had since even though we didnt have to.
I'd just like to offer a word of caution, habits that work with protecting burn in on plasma, may not stop burn out on your OLED.
 

SkyJawa

Novice Member
Agreed but many principles are similar, neither do we do any of the sort of viewing that seems prone to it. Time will tell I guess, but it doesn’t make me regret buying OLED :)
 

skk3

Well-known Member
Just don't see why anyone would buy one of these at the moment, when top drawer LED TV's are nearly but not quite as good. A Samsung q9 with a 10 year no burn warranty, or an OLED with absolutely no guarantee, hmmm.. As I've stated before there must be people on here with money to burn.
Money to burn in ...
 

sunil1234

Active Member
Did you pay on credit card?

If so, contact them. They will probably ask for an expert report but is worthwhile.
 

Bl4ckGryph0n

Distinguished Member
Don’t like or dislike. I simply take issue with their marketing and sales strategies that attempt to rubbish every other brand.

That said, I’m in awe of them and how good they are with their marketing. It’s the same as Amazon for me. Really dislike their business practices and staff treatment, their sales strategy is to consume the entire high street it seems. Doesn’t stop me from being impressed by them and still buying from them
Totally agree, it is just an LCD tv yet all their marketing is geared to confusing people in trying to make them believe it is something it isn't...It is just an LCD tv...
 

TVEnthusiast

Active Member
Some good news in my case. After a legal letter and several days negotiating with a very nice chap at Customer Services, I managed to get a refund for an acceptable amount taking into account 2yrs usage. In the end, I re-spent the money with them on an New Samsung Q9 QLED & a pair of wireless headphones (simply because they'd come through in the end, and others seem to be reporting similar issues with other major retailers making little advantage to swapping unless you go to a specialist who will refund without question for burn). I understand in my case, LG were consulted and on the 2nd occasion agreed upon seeing photos that it was a panel fault, not user generated burn.

I chose the Q9 because of the near OLED performance coupled with a 10yr Samsung anti-burn warranty and the fact you also get a free £900 mobile phone if bought before the 18th (Samsung offer at all retailers).

So all, in all, I achieved a fair settlement with the tv, and with the bonus of the Samsung free phone offer.

Faith restored in JL, albeit it should have been settled sooner without the need to threaten legal action.
 

TVEnthusiast

Active Member
Just a letter before action. I used the template off Trading Standards Website with a few alterations - I used to be in law, so was able to tweak it although it wasn't a million miles away from what I would have written. The main difference was I detailed the fault and why it couldn't be a user error.
 

Singh79

Active Member
Just a letter before action. I used the template off Trading Standards Website with a few alterations - I used to be in law, so was able to tweak it although it wasn't a million miles away from what I would have written. The main difference was I detailed the fault and why it couldn't be a user error.
Do you have a link to the trading standards letter and how you tweaked it? Would help others in the same situation.
 

TVEnthusiast

Active Member
I appreciate what you're saying but posting it could leave me with legal liability should it contain inaccuracies or be unsuitable for the particular person's application.

Trading Standards appear to have taken the letter down, possibly for the same reason.

My best advice would be to contact your local trading standards office and then maybe they can point you to a suitable precedent letter.

As for the alterations, I stated that the i-shift function had been activated since day one. That the tv was equipped with a screensaver that cuts in to protect the screen if a static image is left on screen. That it cuts in after 2 mins of no activity.

I copied and quoted in different colour text the statement from the LG website that runs over several paragraphs about the durability of the OLED screen:

OLED TV Reliability: Burn-In & Lifespan – Get The Facts | LG USA

I reiterated LG's statement that damage was rarely causable in a consumer environment and re-stated their statement on the conditions necessary for damage to be caused.

Then pointed out that as it was impossible to create the conditions required for screen damage as stated by LG by watching Youtube, by virtue of the fact the screen saver cuts in after 2 minutes to protect the screen. I explained that the only explanation for the damage given the screensaver protects the screen from those conditions stated by LG as necessary to cause damage, is the panel is suffering a manufacturing defect, a defect that has laid undiscovered.

I also mentioned how my warranty didn't exclude screen burn. Obviously this will depend on your warranty and it's terms - I downloaded a copy of my terms and conditions at the time od purchase. (Note this is additional to your rights under the Consumer Rights Act, not in place of).

That was broadly it. Obviously you add what you consider appropriate from the above in your own words and the onus is on you to take legal advice as to the points made. I accept no liability out of the inclusion of any of the above for any losses as the onus is on you to seek professional legal advice before submitting any letter or claim including any of the above. The above is only my informal opinion made in my own case and its' specific situation, and not to be relied on.
 

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