Question about warranty LG (image retention)

Discussion in 'LG TVs Forum' started by Katie1988, Aug 9, 2013.

  1. Katie1988

    Katie1988
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    hi
    today I phoned lg after recieving advice from some of you on here about my lg plasma having problems with image retention.
    I explained to them I can't watch a program without logos being left on the screen for hours and sometimes days after. They were very helpfull in the matter and told me to contact the retailer give me a replacment or refund. lg said the warranty is owned by the retailer when they buy the TVs from lg.
    So I phoned the retailer and asked for a replacment.
    They are saying that I can't have a replacment and they are sending out a repair person from NESN?
    so why are lg saying I'm entitled to a replacement and the retailers are not giving me that option?
    who are NESN? how will they fix my plasma with image retention?
    as I say lg customer services are in my opinion very good
    The retailer are crap!!!!
    If anyone can give me some advice on where I stand with it as I am getting
    really annoyed with this lot.
    Thanks boys and girls!
    Kate x
     
  2. Insanity202

    Insanity202
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    Did LG give you a reference number?
    If not this could be why the retailer are sending out someone.
     
  3. Katie1988

    Katie1988
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    Hiya
    Yes lg gave me one, i told the retailer it at the strart of the call.
    so there's no chance in me lying about the problem lol
    it's so frustrating and lg said they can't contact them and sort it out
    lg seem to have well trained staff unlike the other lot
    Who don't have a clue! N
     
  4. Katie1988

    Katie1988
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    do i have a right to a replacment like lg are saying if I request? I have no idea with all this consumer rights thing!
    Thanks
     
  5. Katie1988

    Katie1988
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  6. Insanity202

    Insanity202
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    If the repair team say the tv it's fine argue LG themselves have said it's not.
    Best not to stress and take it one step at a time.
    Who's the retailer? Maybe emailing there CEO would get faster results.
     
  7. Katie1988

    Katie1988
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    littlewoods they were the cheapest. Never had problems in the past.
    whats CEO sorry?
    I had a look on the which site about consumer rights and it said that retailers have the right to refund or repair.
    so maybe they are right?
    don't know why lg said that I have a right to a replacement if I choose.
    I'm not to bothered as long as its sorted out but I don't see how they can prevent it happening again?
    so wish I got a Panasonic now!
     
  8. Insanity202

    Insanity202
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    CEO is Chief Executive.
    Here's a link to the CEO of Littlewoods.
    If you outline the problems and what LG have said plus there reference number you may get a swift result.
    http://www.ceoemail.com/se.php?id=9126
     
  9. Katie1988

    Katie1988
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    That's really good of you
    I will email then tomorrow
    hopefully get it sorted out
    Don't know If I should get the same one or a different one if I have the the choice
     
  10. Katie1988

    Katie1988
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    What would you do? Insanity
    Take a chance that its a faulty plasma and take a risk of getting the same one again.
    Or should I go for a Panasonic?
    This assuming that they give in.
    have lg got a reputation for this kind of thing?
    or is it that in this price range 500 ish this is to be expected.
    I don't know
    X
     
  11. Insanity202

    Insanity202
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    Personally I would exchange for a Panasonic or Samsung.
    LG do get more IR than other brands but it doesn't normally hang around for as long as yours.
     
  12. Katie1988

    Katie1988
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    the lg is 1080p though and the Panasonic is only 720p
    I say that but I wouldn't know if that's a big differnce.
    I can't spend a fortune sadly.
    Just sent them an email with copy it soon!
     
  13. Insanity202

    Insanity202
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    What's your budget if you don't mind me asking? And how big of a tv are you wanting?
     
  14. Katie1988

    Katie1988
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    Budget no more than the 5-600 mark
    I don't need top of the range just something that won't give problems and give a good picture.
     
  15. Katie1988

    Katie1988
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    To Alex Baldock.
    I am writing to you as I am unhappy with the way that my issue is being dealt with and would like your intervention.
    I purchased an LG plasma tv from very.co.uk on may 11th 2013.
    Since the first day of use the screen has shown signs of image retention,this is where static images stay on the screen.For example a sky news logo in the corner of the screen would stay on the screen even if you change channel.I then contacted LG directly to report the issue.
    They advised me that as the tv was purchased from another retailer (very) that the warranty was owned by very and that I should contact them if the problem had not corrected itself after a couple of months of use, they also ran me through troubleshooting solutions without success.
    So today I contacted LG again to tell them that the problem with the screen is still visible and getting worse on all tv content, again asking me to reset the tv to factory settings again without success.
    They gave me a reference number and advised I contact very and ask for a replacement or refund. As according to them I should be entitled to under warranty.
    I spoke to a customer service employee at very shortly after on the phone and explained the issues with it and that I had contacted LG and then quoted the reference number to him which LG gave me.
    The very adviser said that I am only entitled to the tv being looked at by a repairer and not a replacement being supplied.
    LG though say that if I request that very give me a replacement or refund then they should as it is not fit for use and they are my rights under the sales of goods act 1979.
    To resolve my problem I would appreciate if you could help me with this issue and that I am offered a replacement screen as rightly required.
    Regards
    Katie Hill.
    btw I haven't sent it yet just a quick mock will tidy it up tomorrow.
    Feel free to suggest adding anything yiu think might help.
     
  16. Katie1988

    Katie1988
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    by the way very is like a sister company to littlewoods.
     
  17. Katie1988

    Katie1988
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    And I'm after a 50 inch screen or above
    Bigger the better ah
     
  18. Katie1988

    Katie1988
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  19. Insanity202

    Insanity202
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    They are indeed. There both owned by the same sister company.
    Letter looks good to me. Don't forget to add the reference number from LG.




    Lol.
    Looking at the site there is a Samsung plasma http://www.littlewoods.com/mobile/s...seToken=/b/4740,9/s/price,1&trail=4739-4740-9
    It is 720p and not 1080p but with Sammy there much more resistant to IR than LG.
    Personally I would take the drop in res unless you watch alot of blurays or hd content.
     
  20. Katie1988

    Katie1988
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    Aw thanks a lot i didn't see that samsung.
    I do watch a lot of HD films though ...
    yes will put the reference in.
    Not sure if the CEO will be bothered about me and my tv though
    guess il have to wait and see.
    If he don't il get Dom littlewood in no pun intended!
     
  21. Scooby2000

    Scooby2000
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    You likely wont get a reply from the CEO but it will be someone high up usually.

    Insanity is right in his advise, if LG gave you a pick up code the retailer can use it to get a refund so can't see why they wont refund you.
    What may be the issues is a member if staff not knowing this and simply quoting their policy that will be based on your consumer rights.

    hopefully someone will sort it out with the store for you.
    If you can Id go for a refund rather than replacement, that way you have more of a choice when getting another set.
     

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