Posted previously in wrong forum.
Hi All
I have just had the weirdest experience with my 50inch LG 50PS3000, bought from Richer Sounds in Holborn.*
We awoke one Sunday morning and attempted to turn the plasma on.* Initially there was a continual buzzing noise, and then we noticed three cracks branching from the bottom centre/right of the PDP (internal screen).* These cracks continued midway across the screen not touching any of the remaining edges.
We have had this plasma for about 18 months now, and it has already crashed.
We immediately contacted Richer Sounds as we had brought a guarantee by paying an extra 10% at the time of purchase.* Richer sounds informed us that they would arrange for an engineer from Visual FX to visit our home a couple of days later.* A Visual FX engineer came out and took a thorough look at our plasma for any external damage, which he couldn't find along with taking numerous photos and videos shots of the plasma.*
I heard him speaking on his phone to his office, informing them that there was no damage to the external casing whatsoever.* He proceeded to tell us that it would be a 2 man job to remove the plasma to their engineering offices, so someone else from the company would return to collect it the following week.*
Our plasma was collected on the 26th April 2011 and to this day nothing has been resolved, but instead we have faced a dodgy company with nothing more then sheer lies!!!* After a week and half of my wife and I making numerous calls to the Visual FX engineers for updates, we were eventually told that our plasma displayed external damage as well as internal damage!!!!!! and WE were going to be billed for any
repairs!!!
Yes....this is after they had taken the plasma and left uswith a receipt where there is a diagram to display any scratches etc... quite like the ones you get when you book your car in for a service.*
As you can expect given the fact that our plasma was pristine, no marks were indicated, and the only note displayed was 'slight-dust'.* We have since been in contact with the Richer Sounds store in Holborn trying to get an explanation or reach a conclusion, but to this day we are still waiting.*
Whilst in the store my wife spoke to the Visual FX engineers via the phone, where she was told that the damage had happened 'from the inside out' and there was external damage that caused it!! when she posed the question 'how has this happened, seeing as it happened from the inside out?', the lady on the phone said 'i dont know'...well unless i am mistaken the Visual FX engineer should know what is wrong before attempting to bill anyone.*
We have since received photos of what the engineers are calling external damage and was instructed by a member of staff at Holborn that the external damage was just below the crack at the bottom of the PDP!!!* so why is the photo of the damage displaying the top of the plasma, no where near any of the cracks???* upon further inspection of the photos, we then noticed that it didnt even look like the top of our plasma as the LG website allows you to look at the plasma on a 360 degree rotation....
Then guess what we were told next!!! Today we were told the external damage is underneath the bezel at the top??? yes I know, all too confusing...and lets not forget..the crack is protruding from the bottom of the screen, going upwards almost branch like. So even if this phantom damage did exist, it is still not consistent with the crack which has stopped the screen from working!!! it sounds to us as though they have caused further damage to our plasma and are trying to blame us for it.
Now to recap, we have had three Visual FX engineers in total view our plasma, the first inspected the plasma thoroughly, taking videos along with photos and sent a report of 'NO FRAME DAMAGE' whatsoever to the Visual FX head offices. Leading to further investigations necessary. This needed to be done onsite at Visual FX. The 2nd and 3rd Visual FX engineers, collected the plasma leaving a receipt in which they did not indicate any blemishes, scratches and/or marks on the externals of the plasma whatsoever.
Now, it seems there is damage to the frame/bezel to which they are attributing the crack to. Even though this new damage does not indicate any relative consistency to the initial crack at all. This phantom damage is at top of the frame, whereas the crack is at bottom of the frame, branching out towards the top and sides but the crack does not touch either side or top of the frame.
Visual FX have some serious questions to be answered, As do Richer Sounds.
I have been buying from Richer sounds since the mid to late 80's when they had the store at London Bridge. Its been a while, but i'm sure i bought a pair of Mordaunt Short speakers from them in there early days. And they were absolutely brilliant. Staff were approachable energetic fun and it was the place to buy all your audio visual equipment.
My experiences up until this moment have been spot on. After all I have been a customer since the mid to late 80's. So many monthly pays have gone to them as a testament to there excellent and fair service.
What they are doing contracting repairs to Visual FX is beyond me. Visual FX have nothing but complaint after complaint in regards to their service and audio visual quotes. Check them out in forum, right here in AVFORUMS. Its unbelievable.....
However, my plasma warranty purchase and recent problems needs to be resolved.
What is the law/guide lines as far as an engineer indicating relevant damage to an object on collection. Then attempting to state any damage at a later date.* Surely this cannot be allowed!!
And What about when this damage is not concurrent with the initial issue of the said object.
The first Visual FX engineer stated to me, sometimes the circuits damage within the plasma causing the inner PDP to crack. Thus this was why they needed to investigate the issue further and take the plasma away.
I have googled this and have found multiple threads with the same issue of*a plasma PDP cracking on its own.
At the end of the day, the onus lays with Richer Sounds and
what is it their website says...
'NO ONE LIKES TO THINK OF THEIR TV PURCHASE GOING WRONG.
BUT, ON OCCASION THEY DO, AND WHEN THEY DO, IT'S A HASSLE.
ONE THAT EVERYONE COULD DO WITHOUT'.... oh yeah, what a joke...and what do you get
Well cover your LCD or plasma screen for 5 years full
parts and labour.
Collect and return your screen [if its 32¨ or over],
Give you a 45-day cooling off period if you have a change
of heart, when you will get a full refund - no questions asked.*
Give you a like-for-like replacement if we cant repair it
Well we are still waiting, and getting tired of being fobbed off by a cowboy engineering company, and it should be on Richer Sounds to be doing all the calling around and see THROUGH the simple lies when its staring them in the face!!!* The receipt states
'NO FRAME/BEZEL DAMAGE'. The initial report by the 1st engineer stated 'NO
FRAME/BEZEL DAMAGE'
WHERE IS RICHER SOUNDS LOOKING OUT FOR THE INTEREST OF THEIR
CUSTOMERS, AND TRYING TO UPHOLD THE NAME OF A ONCE TRUSTED RETAILER.* ALL THE FACTS SPEAK FOR THEMSELVES, BUT RICHER SOUNDS DO NOT SEEM TO BE INTERESTED.
***UPDATED***
Saturday 14th May 2011
This afternoon we received a call from a Customer Services Manager of Richer Sounds.
This gentleman seemed like he was going to address the problem head on.
Looking at it from a common sense point of view. i.e. how does an inner screen (pdp) crack without damage to the outer screen (filter glass). Also, why take the plasma for further investigation, if it had external frame damage. Which potentially was not present after 3 individual Visual FX engineers had inspected the plasma.
Anyway, we await this managers final outcome.
We will keep you posted.
Hi All
I have just had the weirdest experience with my 50inch LG 50PS3000, bought from Richer Sounds in Holborn.*
We awoke one Sunday morning and attempted to turn the plasma on.* Initially there was a continual buzzing noise, and then we noticed three cracks branching from the bottom centre/right of the PDP (internal screen).* These cracks continued midway across the screen not touching any of the remaining edges.
We have had this plasma for about 18 months now, and it has already crashed.
We immediately contacted Richer Sounds as we had brought a guarantee by paying an extra 10% at the time of purchase.* Richer sounds informed us that they would arrange for an engineer from Visual FX to visit our home a couple of days later.* A Visual FX engineer came out and took a thorough look at our plasma for any external damage, which he couldn't find along with taking numerous photos and videos shots of the plasma.*
I heard him speaking on his phone to his office, informing them that there was no damage to the external casing whatsoever.* He proceeded to tell us that it would be a 2 man job to remove the plasma to their engineering offices, so someone else from the company would return to collect it the following week.*
Our plasma was collected on the 26th April 2011 and to this day nothing has been resolved, but instead we have faced a dodgy company with nothing more then sheer lies!!!* After a week and half of my wife and I making numerous calls to the Visual FX engineers for updates, we were eventually told that our plasma displayed external damage as well as internal damage!!!!!! and WE were going to be billed for any
repairs!!!
Yes....this is after they had taken the plasma and left uswith a receipt where there is a diagram to display any scratches etc... quite like the ones you get when you book your car in for a service.*
As you can expect given the fact that our plasma was pristine, no marks were indicated, and the only note displayed was 'slight-dust'.* We have since been in contact with the Richer Sounds store in Holborn trying to get an explanation or reach a conclusion, but to this day we are still waiting.*
Whilst in the store my wife spoke to the Visual FX engineers via the phone, where she was told that the damage had happened 'from the inside out' and there was external damage that caused it!! when she posed the question 'how has this happened, seeing as it happened from the inside out?', the lady on the phone said 'i dont know'...well unless i am mistaken the Visual FX engineer should know what is wrong before attempting to bill anyone.*
We have since received photos of what the engineers are calling external damage and was instructed by a member of staff at Holborn that the external damage was just below the crack at the bottom of the PDP!!!* so why is the photo of the damage displaying the top of the plasma, no where near any of the cracks???* upon further inspection of the photos, we then noticed that it didnt even look like the top of our plasma as the LG website allows you to look at the plasma on a 360 degree rotation....
Then guess what we were told next!!! Today we were told the external damage is underneath the bezel at the top??? yes I know, all too confusing...and lets not forget..the crack is protruding from the bottom of the screen, going upwards almost branch like. So even if this phantom damage did exist, it is still not consistent with the crack which has stopped the screen from working!!! it sounds to us as though they have caused further damage to our plasma and are trying to blame us for it.
Now to recap, we have had three Visual FX engineers in total view our plasma, the first inspected the plasma thoroughly, taking videos along with photos and sent a report of 'NO FRAME DAMAGE' whatsoever to the Visual FX head offices. Leading to further investigations necessary. This needed to be done onsite at Visual FX. The 2nd and 3rd Visual FX engineers, collected the plasma leaving a receipt in which they did not indicate any blemishes, scratches and/or marks on the externals of the plasma whatsoever.
Now, it seems there is damage to the frame/bezel to which they are attributing the crack to. Even though this new damage does not indicate any relative consistency to the initial crack at all. This phantom damage is at top of the frame, whereas the crack is at bottom of the frame, branching out towards the top and sides but the crack does not touch either side or top of the frame.
Visual FX have some serious questions to be answered, As do Richer Sounds.
I have been buying from Richer sounds since the mid to late 80's when they had the store at London Bridge. Its been a while, but i'm sure i bought a pair of Mordaunt Short speakers from them in there early days. And they were absolutely brilliant. Staff were approachable energetic fun and it was the place to buy all your audio visual equipment.
My experiences up until this moment have been spot on. After all I have been a customer since the mid to late 80's. So many monthly pays have gone to them as a testament to there excellent and fair service.
What they are doing contracting repairs to Visual FX is beyond me. Visual FX have nothing but complaint after complaint in regards to their service and audio visual quotes. Check them out in forum, right here in AVFORUMS. Its unbelievable.....
However, my plasma warranty purchase and recent problems needs to be resolved.
What is the law/guide lines as far as an engineer indicating relevant damage to an object on collection. Then attempting to state any damage at a later date.* Surely this cannot be allowed!!
And What about when this damage is not concurrent with the initial issue of the said object.
The first Visual FX engineer stated to me, sometimes the circuits damage within the plasma causing the inner PDP to crack. Thus this was why they needed to investigate the issue further and take the plasma away.
I have googled this and have found multiple threads with the same issue of*a plasma PDP cracking on its own.
At the end of the day, the onus lays with Richer Sounds and
what is it their website says...
'NO ONE LIKES TO THINK OF THEIR TV PURCHASE GOING WRONG.
BUT, ON OCCASION THEY DO, AND WHEN THEY DO, IT'S A HASSLE.
ONE THAT EVERYONE COULD DO WITHOUT'.... oh yeah, what a joke...and what do you get
Well cover your LCD or plasma screen for 5 years full
parts and labour.
Collect and return your screen [if its 32¨ or over],
Give you a 45-day cooling off period if you have a change
of heart, when you will get a full refund - no questions asked.*
Give you a like-for-like replacement if we cant repair it
Well we are still waiting, and getting tired of being fobbed off by a cowboy engineering company, and it should be on Richer Sounds to be doing all the calling around and see THROUGH the simple lies when its staring them in the face!!!* The receipt states
'NO FRAME/BEZEL DAMAGE'. The initial report by the 1st engineer stated 'NO
FRAME/BEZEL DAMAGE'
WHERE IS RICHER SOUNDS LOOKING OUT FOR THE INTEREST OF THEIR
CUSTOMERS, AND TRYING TO UPHOLD THE NAME OF A ONCE TRUSTED RETAILER.* ALL THE FACTS SPEAK FOR THEMSELVES, BUT RICHER SOUNDS DO NOT SEEM TO BE INTERESTED.
***UPDATED***
Saturday 14th May 2011
This afternoon we received a call from a Customer Services Manager of Richer Sounds.
This gentleman seemed like he was going to address the problem head on.
Looking at it from a common sense point of view. i.e. how does an inner screen (pdp) crack without damage to the outer screen (filter glass). Also, why take the plasma for further investigation, if it had external frame damage. Which potentially was not present after 3 individual Visual FX engineers had inspected the plasma.
Anyway, we await this managers final outcome.
We will keep you posted.