OLED SCREEN BURN ( permanent image retention)

GT One

Active Member
It really is ..thats terrible. When my pixels burnt out after normal viewing I was advised to contact LG by RS. The first think I did was go on Trust Pilot to see what LG Customer Service was like....take a look. The second thing was to email RS and point out that my contract was with them. This way I was able to get a pick up and replacement delivery on the same day. You should not be paying for this repair. Check out posts on here cos I keep repeating myself but its about whats fit for purpose, a 3 year TV developing uneven pixel degradation is most certainly not in my opinion. This must be happening all the time ( check out damaged OLEDs on ebay) and its damage limitation for retailers and manufacturers who appear to charge if you dont shout loud enough. Having said that I had a very satisfactory outcome with RS...anyway good luck with it.
Sometimes it will depend on the retail shop managers attitude to handling warranty issues, but it shouldn't be necessary to shout about anything, it's all about customer service and how consumers can help themselves by choosing manufacturers and retailers who are big on this service and get their repairs done. If a retailer is ambiguous with their warranty information look elsewhere.
 

arenaman

Moderator
Always deal with the retailer. the two other routes are Small Claims Court or Alternative Disputes Resolution (ADR). I suspect that if you mention either of these to your retailer they will do the right thing

The retailer has given me a standard reply telling me to contact D&G, is the retailer contractually obliged to deal with it or not? All the returns I've had in the past have been within a year and the retailer has always dealt, this is 3 yrs into a 5 yr warranty
 

rongood

Well-known Member
The retailer has given me a standard reply telling me to contact D&G, is the retailer contractually obliged to deal with it or not? All the returns I've had in the past have been within a year and the retailer has always dealt, this is 3 yrs into a 5 yr warranty
Had the news burn in on my C8 77" about two years old with 5 year warranty, went straight to D&G and with a bit of a fight got a CX 77" replacement from them also with another bit of a fight a new 5 year warranty from them as when i asked was told the replacement would come with a new 5 year warranty.
They put you through to some repair place for pics of the screen and they said screen burn is not covered so went back to D&G to put them right, screen burn was not mentioned in my policy........ Give em a call and stand your ground.
Yours looks like more than burn so maybe state more about the half and half fault on the screen that looks like two different colours.
 

Haniyyah

Active Member
So you had a C8 with burn in from news banner? How much usage you do to get that? Are we beginning to see the C8-9s with burn in now after 2-3 years!!!!
 

rongood

Well-known Member
So you had a C8 with burn in from news banner? How much usage you do to get that? Are we beginning to see the C8-9s with burn in now after 2-3 years!!!!
Heavy user starting in the morning with BBC news, burn showed up all thier banners and an oval in the center off the screen 12" tall by 18" wide must of come from faces on screen.
I try not to view news much anymore....... Fingers burnt etc.
 

adamcarvell

Active Member
i thought they'd fixed the burn in issues on the 2018 and later oleds?. i was thinking getting a Sony a8.
 

arenaman

Moderator
Had the news burn in on my C8 77" about two years old with 5 year warranty, went straight to D&G and with a bit of a fight got a CX 77" replacement from them also with another bit of a fight a new 5 year warranty from them as when i asked was told the replacement would come with a new 5 year warranty.
They put you through to some repair place for pics of the screen and they said screen burn is not covered so went back to D&G to put them right, screen burn was not mentioned in my policy........ Give em a call and stand your ground.
Yours looks like more than burn so maybe state more about the half and half fault on the screen that looks like two different colours.
Thanks, I think they may put up least resistance if I push the half/half fault more, it shouldn't be doing that, the pixel wear would be more of a battle but one I should win, especially as the warranty makes no mention of OLED "burn" not being covered.

I'm getting some people saying go via the retailer and some saying go to D&G so still not quite sure what's the best way forward.
 

tobby

Standard Member
The retailer has given me a standard reply telling me to contact D&G, is the retailer contractually obliged to deal with it or not? All the returns I've had in the past have been within a year and the retailer has always dealt, this is 3 yrs into a 5 yr warranty
Yes under sale of goods your contract is with the retailer and I was advised that there are people who have won under Fit for purpose criteria regardless of warranties in Small Claims Courts. I am no expert in this area but there is help out there which I received at the time my OLED failed. In the end my retailer RS were fine but they did initially try to hand me off to LG.
 

Haniyyah

Active Member
Heavy user starting in the morning with BBC news, burn showed up all thier banners and an oval in the center off the screen 12" tall by 18" wide must of come from faces on screen.
I try not to view news much anymore....... Fingers burnt etc.
Would you say you had bright settings and 6-12 hours a day viewing? Which tv mode you use?
 

rongood

Well-known Member
Would you say you had bright settings and 6-12 hours a day viewing? Which tv mode you use?
Cinema mode and tweeked to what was the suggested settings where at the time and more than 12 hours, just remember news is not on all the time apart from the news channel of which was not used.
As far as i'm concerned any oled is a bit of a liability and i dont believe all the guff about them being safe with no more burn. Just my opinion. Still cant beat that pic tho ;)
 

BillRawles

Active Member
i thought they'd fixed the burn in issues on the 2018 and later oleds?. i was thinking getting a Sony a8.
Ha, nope. They've made changes in the hope it'll reduce pixel wear. The very nature of self emissive WRGB OLED means they can't actually "fix" it - it's really just an effort to get a decent life span out of them which right now they don't have in my opinion. It's just too soon to know how well the 2018 and later models fare.
 

BillRawles

Active Member
Thanks, I think they may put up least resistance if I push the half/half fault more, it shouldn't be doing that, the pixel wear would be more of a battle but one I should win, especially as the warranty makes no mention of OLED "burn" not being covered.

I'm getting some people saying go via the retailer and some saying go to D&G so still not quite sure what's the best way forward.
There are two separate things at play here. Your consumer rights (contract of sale) and the manufacturers warranty are completely non-related. Did you ever hear the idea that "any warranty is in addition to your consumer rights" when back in school?

The path of least resistance could well be your D&G warranty but if they get a sniff of "burn-in", there is a chance that this warranty will be void. No real harm as again, this has nothing to do with your consumer rights.

Your contract of sale is between you and the retailer. Under the sale of goods act (which has changed names but remains fundamentally the same) an item purchased must be fit for purpose and reasonably durable (these are intentionally vague by the way). So, a £1500 TV that breaks itself performing it's sole duty inside 4-5 years is neither of those things. It's not even up for debate, slam dunk at the small claims court - they may take into account the number of years use you got from the item so don't expect a full refund but it can happen. The pain with this path is that you may need an engineers report (it just has to show you didn't physically break it). It also takes time and costs a bit of money before you get anything back. Obviously it only goes this far if the retailer wants to play silly buggers and decides to deny their contractual obligations of providing one of the 3 Rs (repair, replace, refund).
 

adamcarvell

Active Member
Maybe I should reconsider the a8 oled and go for the Sony 950 led instead
 

NorvernRob

Distinguished Member
So you had a C8 with burn in from news banner? How much usage you do to get that? Are we beginning to see the C8-9s with burn in now after 2-3 years!!!!

It would be interesting to know what settings the TV’s were on and what viewing habits were like on these newer OLEDs with burn in. It would also help people in future possibly avoid it.

I’ve had my C8 around 18 months, probably around 2,500hrs viewing (the pixel refresher ran for the first time a few months ago) and there’s not a hint of anything. I always said I’d never look for problems but I couldn’t resist today after reading in here again, I didn’t expect to find anything though and didn’t. I‘m not particularly careful and my wife certainly isn’t, programs are often left on pause for 15-20+ minutes and I game on it too.

The vast majority of my non-HDR viewing is done on the dark room setting with the OLED light on 32, I find that plenty good enough even in the daytime, though on bright days I do use the bright room setting with the OLED light on 60.
 
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Haniyyah

Active Member
I had 3200 hours on my C9 in 13 months with plenty gaming with oled light on 70 in game mode and plenty HDR gaming default settings. I watch normal tv with ISF Dark Mode oled light about 35-40. Very rarely used bright mode. No problems just some dead pixels after 13 months hence a new panel fitted in Jan 2021 and that I got calibrated in Feb so I look at it like this, I got another fresh start to abuse it 😎
 

tobby

Standard Member
I had 3200 hours on my C9 in 13 months with plenty gaming with oled light on 70 in game mode and plenty HDR gaming default settings. I watch normal tv with ISF Dark Mode oled light about 35-40. Very rarely used bright mode. No problems just some dead pixels after 13 months hence a new panel fitted in Jan 2021 and that I got calibrated in Feb so I look at it like this, I got another fresh start to abuse it 😎
you are not abusing it....you are using it for heavens sake !!
 

GT One

Active Member
Yes under sale of goods your contract is with the retailer and I was advised that there are people who have won under Fit for purpose criteria regardless of warranties in Small Claims Courts. I am no expert in this area but there is help out there which I received at the time my OLED failed. In the end my retailer RS were fine but they did initially try to hand me off to LG.
Precisely, the retailer owned the product when it was sold so is liable for any repairs or exchanges, not the manufacturer, retailers who use arguably spurious warranty small print to avoid their obligation to supply a product fit for purpose can if they choose make life difficult for the consumer, some may even go through the process of the small claims court as well.
The consumer watchdogs do not help much as without some class action and funding for court cases they are toothless Tigers, and retailers know this, nothing much positive will happen as far as consumer rights is concerned until retailers and suppliers have their warranty obligations enforced upon them by law with some fines attached for failing to do so, then the manufacturers will need to think harder about the quality of the products they sell before releasing them for retail sale.
Whether this will happen or not is debatable as a lot of vested interest is involved for various industries, products will get very expensive with stricter warranty laws enforced, so I guess having knowledge is being forewarned and those prepared to fight for their rights could win, but obviously many will just be influenced by pressure from retailers and lose money.
 

tobby

Standard Member
I was advised to check out Alternative Disputes Resolution (ADR) as an alternative to the small courts route, which looked promising at the time...but as I have said it never became necessary
 

adamcarvell

Active Member
I’ve had an email today LG are sending me a replacement bx for my b6 but thinking of swapping for a Sony
 

adamcarvell

Active Member
How the Sony h950 ? Or the Sony a8
 

adamcarvell

Active Member
That’s the one I’ve been looking at what are the viewing angles like ?
 

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