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John Lewis - OLED TV Image Retention Warranty Refusal

I have a 2017 LG oled B7 and it now has obvious screen burn from the yellow ticker for Gillette soccer Saturday on Sky. I'm currently discussing it with Richer Sounds but may have to start quoting the 2015 sale of goods act to get anywhere - despite their 6 year warranty.

On a side issue, I had a problem with a Samsung 2015 curved screen model too, that started to delaminate at the sides. It was £2000 give or take and managed to get £1000 back from my credit card company using the sale of goods act.
 

aoaaron

Well-known 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.

I wouldn't have my faith restored in JL after that experience. It sounds awful. The fact you can see plenty of other users having their panels replaced, for example by Currys, puts JL to shame here.

And the fact you had to go down the legal route and waste several days talking to some CS chap when you're clearly in the right is pathetic.

Easiest solution is they get a technician down, he looks at the screen, takes a history from you on your usage habit and makes a decision there and then in front of you on what his diagnosis is.

This whole call centre rubbish on a clear technical fault on a clearly either faulty panel or flawed TV is ridiculous.




I really do feel JL gets an amazing rep based on their name rather than the service they provide. I had a faulty Samsung LCD, they got a technican down.. he replaced the panel, it came back in worse shape, he replaced it again, still not properly sorted.. CS were useless and said for me to sort it with the technician.. at the end I just gave up.
 

aoaaron

Well-known Member
I have a 2017 LG oled B7 and it now has obvious screen burn from the yellow ticker for Gillette soccer Saturday on Sky. I'm currently discussing it with Richer Sounds but may have to start quoting the 2015 sale of goods act to get anywhere - despite their 6 year warranty.

On a side issue, I had a problem with a Samsung 2015 curved screen model too, that started to delaminate at the sides. It was £2000 give or take and managed to get £1000 back from my credit card company using the sale of goods act.

how does it work getting money back from ur CC company? That might be the best route for all of us.
 
how does it work getting money back from ur CC company? That might be the best route for all of us.
Under section 75 (I think, can't remember now - Google it) if your purchase is above a certain value (£500 I think) then the credit card company is jointly liable with the retailer (note no manufacturer liability) for the purchase. I claimed that the Samsung was neither sufficient quality nor fit for purpose as per the (what was then the 1997 sale of goods act and is now I believe the consumer rights act 2015, the latter actually giving the consumer more rights). I got nothing from the dodgy retailer but the credit card company offered me £1000+ the cost of the repair valuation -
that I already had quoted by a 3rd party Sammy repair centre
Don't go after the manufacturer, as bizarre as it sounds, they have no liability. It is either the retailer that sold you the TV or the credit card company, if that is how you bought it.
 
Under section 75 (I think, can't remember now - Google it) if your purchase is above a certain value (£500 I think) then the credit card company is jointly liable with the retailer (note no manufacturer liability) for the purchase. I claimed that the Samsung was neither sufficient quality nor fit for purpose as per the (what was then the 1997 sale of goods act and is now I believe the consumer rights act 2015, the latter actually giving the consumer more rights). I got nothing from the dodgy retailer but the credit card company offered me £1000+ the cost of the repair valuation -
that I already had quoted by a 3rd party Sammy repair centre
Don't go after the manufacturer, as bizarre as it sounds, they have no liability. It is either the retailer that sold you the TV or the credit card company, if that is how you bought it.
Just to clarify - it IS a section 75 claim and the value of the goods only has to be above £100, you don't even need to have purchased the whole TV on CC, even if you just stuck a £50 deposit down, if the TV is over £100 you can make a S75 claim. Get a 3rd party valuation forthe repair cost, submit this with a claim that the goods are not fit for purpose or of sufficient quality under the 2015 consumer rights act and in my case I got a refund for the repair cost (£1000) + the cost of the repair valuation (about £90)
 

BillRawles

Active Member
John Lewis have just refused to honour the warranty for "screen burn" reasons on my S7 too.

The "engineers" who visited my house were there for all of 5 minutes and didn't even ask about my viewing habits before chalking it down to customer created screen burn.

John Lewis are now taking that as gospel and refusing to even discuss the matter.

Seems I'm going to have to go via the LG route.
What LG route?

Lookup Taximania's screen burn thread. You have consumer rights. Take the retailer to the Small Claims Court, item not reasonably durable and not fit for purpose. Get an engineers report to show you didn't damage it. It'll take a bit of work on your part but do not let retailers dismiss your rights as a consumer, it's up to them to get redress from the manufacturer, not you.
 

foxxes

Active Member
What LG route?

Lookup Taximania's screen burn thread. You have consumer rights. Take the retailer to the Small Claims Court, item not reasonably durable and not fit for purpose. Get an engineers report to show you didn't damage it. It'll take a bit of work on your part but do not let retailers dismiss your rights as a consumer, it's up to them to get redress from the manufacturer, not you.
Thanks that thread is a very interesting read.
 

dc1743

Standard Member
I have also had screen burn problems with a LG55E6 purchased in November 2016. I have attached some pictures. I have always had pixel shift and the screen saver activated.

I contacted John Lewis Technical Support today. They talked me through carrying out a factory reset which of course made no difference. The representative then stated that the screen burn is not covered by their warranty. I said that I wanted them to replace the TV because it was not fit for purpose and asked them whether making a claim a the small claims court was my only option. After being on hold for sometime they then stated that I had to get my own engineer to examine the TV and if their view was that the screen burn wasn't caused by me they then may honor the warranty. I asked them to put that in writing but have not received anything yet. What should be my next move? My preference is the least stressful option!

IMG_2894.jpg
IMG_2895.jpg
 

aoaaron

Well-known Member
I have also had screen burn problems with a LG55E6 purchased in November 2016. I have attached some pictures. I have always had pixel shift and the screen saver activated.

I contacted John Lewis Technical Support today. They talked me through carrying out a factory reset which of course made no difference. The representative then stated that the screen burn is not covered by their warranty. I said that I wanted them to replace the TV because it was not fit for purpose and asked them whether making a claim a the small claims court was my only option. After being on hold for sometime they then stated that I had to get my own engineer to examine the TV and if their view was that the screen burn wasn't caused by me they then may honor the warranty. I asked them to put that in writing but have not received anything yet. What should be my next move? My preference is the least stressful option!

View attachment 1244713View attachment 1244714
I’d rather change with curry’s than John Lewis.. never buy from them again.

Good at price matching but I find their customer service is pathetically average
 

wilson69

Member
Happened to my b7 after 2 years which seams to be be the magic burn in number I used my house insurance and didnt affect my policy now have a new b9 only time will tell
 

mikej

Well-known Member
Happened to my b7 after 2 years which seams to be be the magic burn in number I used my house insurance and didnt affect my policy now have a new b9 only time will tell
Most house insurance policies just cover accidental damage (if you take out an extended policy), not mechanical breakdown. What exactly did you claim for ?
 

aoaaron

Well-known Member
Most house insurance policies just cover accidental damage (if you take out an extended policy), not mechanical breakdown. What exactly did you claim for ?
Couldn't he just claim accidental damage;' in that he left the TV on pause for too long and it burned in?
 

aoaaron

Well-known Member
do all house insurance policies cover this?

Honestly I just want to be able to buy an OLED, use it.. and if sh*t hits the fan and I get burn in, get a replacement.

I'm going to be using it for gaming, PC monitor, TV, movies.. plenty of variation. I'll be taking a lot of precuations in PC use (hide task bar, black desktop, dark theme, mixing and matching resolutions). I also watch an OLED/TV in the dark so will be on low OLED light.

Is just having the safety net of if something where to happen, I'm not going to lose out on 4,000 to 6,000 quid.. wherever the 77 inch model ends this year.
 

mikej

Well-known Member
do all house insurance policies cover this?

Honestly I just want to be able to buy an OLED, use it.. and if sh*t hits the fan and I get burn in, get a replacement.
If all household insurance policies covered screen burn, then there would be a lot less people complaining about the issue.

Accidental damage cover for house contents would normally cover a TV against damage caused by dropping it or smashing the screen with something (ie. physical damage caused by a sudden, single accident or incident), but not damage caused by wear and tear and normal use over time.

If anyone has made a successful claim for this, then they've either found an unusual policy which does cover it, or they've been very lucky.

The best advice would be to give your current house insurance company a ring and ask directly.

I would imagine you'd have better luck claiming on the TV's warranty with the manufacturer or retailer rather than your house insurance but even then, screen burn is not often supposed to be covered so you might be relying on their good will.
 

wilson69

Member
Most house insurance policies just cover accidental damage (if you take out an extended policy), not mechanical breakdown. What exactly did you claim for ?
It was classed as accidental damage but to be fair they didnt ask many questions at all still got the old tv it's in my friends game room
 

dc1743

Standard Member
John Lewis are still not interested in honouring my Consumer Rights Act rights. I asked them why, what they said is in the quote following (copied from a live chat I had with them)

Sophie E (24/01/2020, 10:58:37): Thank you for confirming this information, we would not schedule our engineers to attend to you and inspect your television. This is due to the issue you are experiencing, not being covered under our parts and labour guarantee. The engineers who John Lewis use to complete our repairs under guarantee are the manufacturer approved engineers and I do not believe that they would attend to conduct an inspection. You would need to seek an authorised VAT registered engineer independently should you wish to make a claim under the Consumer Rights Act 2015.

(24/01/2020, 11:02:32): In your earlier responses you stated: "To be eligible for a claim under your statutory rights, we would require evidence by means of of a licensed report from a certified engineer which states that a fault has been identified, the nature of the fault, the possible cause of said fault and recommendations of what is required to rectify." I am trying to find out from the details of an engineer who would be acceptable to John Lewis. You initially suggested that LG would assist but they have declined to do so.

Sophie E (24/01/2020, 11:06:29): Yes, I understand what you are requesting; however, we use the manufacturers engineers to complete repairs. If the manufacturer has advised that they will not complete an inspection and would only look to conduct a repair, I do not believe they would complete an inspection. As we only use the manufacturers engineers, we would not be able to refer you to an authorised VAT registered engineer and you would need to seek an engineer independently.

(24/01/2020, 11:07:32): okay - I will seek to do this however it is likely to be more costly

Sophie E (24/01/2020, 11:08:24): This cost would be liable to yourself; however, should your claim be successful under the Act we can look to make a contribution.

(24/01/2020, 11:12:02): Are you able to summarise why John Lewis is refusing to honour my rights under the Consumer Rights Act 2015 currently. I have already provided evidence that a fault exists.

Sophie E (24/01/2020, 11:17:53): Whilst we are aware that the fault exists, the issue with your television is screen burn and this is not something that would be covered under guarantee.

The Act states that a customer has a right to request an exchange, repair, replacement or refund (partial or otherwise) if the goods did not confirm to the contract of dale at the time of delivery. The circumstances in which your device would not to confirm to contract of sale are as follows:

- The goods are not fit for purpose, meaning they did not perform the tasks you has expected from
delivery
- The goods are not of satisfactory quality, meaning they were either damaged or faulty at the time
of delivery
- The goods are not as described, meaning we mis-sold or incorrectly advertised the product in
question.

Within the first six months of ownership the onus is on the retailer (John Lewis) to provide evidence that the product did conform to contract at the time of delivery if a customer wishes to claim under the Consumer Rights Act; after the first six months, the onus is upon the customer to prove the goods were inherently faulty. As the product has been in your possession for three years, in order to investigate a claim made we as the retailer require a report from the manufacturer accredited engineer stating that the goods did not conform to the contract of sale at the point of delivery and that the issue is not an issue that has develop through neglect.

Sophie E (24/01/2020, 11:18:43): Thank you for your patience, whilst I wrote this out. I wanted to ensure that it addressed your query and provided our full stance on this matter. I hope this assist you in understanding our stance on this matter.

(24/01/2020, 11:23:24): Thank you for your reply. All I have done is watched the TV - it has worn out in 3 years and clearly wasn't fit for purpose given the price paid.

Sophie E (24/01/2020, 11:29:05): I can appreciate this, screen burn can happen on any television, regardless of branch or screen technology. It is an issue that occurs when a still or fixed image is displayed on the screen for a long period of time. When this occurs, the pixels become damaged and they retain the colour that they have previously been displaying. I guarantee does advise, within the terms and conditions

"Image ghosting or screen burn. These can appear on a screen that's left operating for a prolonged period with either a still image or a channel constantly displaying a logo."

You have advised that this television is not fit for purpose. The term 'fit for purpose' relates specifically to a product at the point of sale. As you have had 3 years of use from the product without raising an issue, I would take this to presume that the item was indeed fit for its intended purpose from the point of sale and delivery.

Of course, should you obtain a report which advises this is a mechanical failure or inherent fault we would be happy to address this matter further.
I have also had screen burn problems with a LG55E6 purchased in November 2016. I have attached some pictures. I have always had pixel shift and the screen saver activated.

I contacted John Lewis Technical Support today. They talked me through carrying out a factory reset which of course made no difference. The representative then stated that the screen burn is not covered by their warranty. I said that I wanted them to replace the TV because it was not fit for purpose and asked them whether making a claim a the small claims court was my only option. After being on hold for sometime they then stated that I had to get my own engineer to examine the TV and if their view was that the screen burn wasn't caused by me they then may honor the warranty. I asked them to put that in writing but have not received anything yet. What should be my next move? My preference is the least stressful option!

View attachment 1244713View attachment 1244714
 

5to1

Well-known Member
The problem with claiming on your home insurance is it could potentially raise premiums for future renewals. Even if you switch insurer, they will usually ask if you've made any insurance claims in the last couple of years.

Could be a case of give with one hand and take with another.
 
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