Clarty
Standard Member
Hi all,
I bought a Philips 65OLED804 TV back in November time from Richer Sounds, who I've always heard are a great retailer with excellent customer service.
About 5 weeks or so ago I noticed a thin line of what looks like dead or stuck pixels on the left hand side of the TV. They seem to show up as a green colour on red/orange backgrounds and are present on all sources and are visible (but less so) over TV firmware menus etc (see attached image).
I called Richer Sounds about it and was told I it was all on me to sort it all out with the manufacturer directly (which was far from the helpful, excellent service I'd heard so much about). So I raised the issue with Philips (TPV-tech) over 3 weeks ago and was asked to send through photos etc of the problem.
Since then there has been little communication from anyone, but after chasing multiple times with both RS and Philips, Philips finally seemed to assign someone to it and asked for some more info (OFFRS Count and hours of usage etc). Once those images were captured and sent over they almost immediately responded claiming that it's 'burn-in' that's caused the completely uniform pixel-width line from top to bottom of the screen. Not only that, but I must have been skipping any pixel refreshing capability that the TV has been attempting to perform. They claim that because I haven't used the TV correctly, it's not covered by their manufacturers warranty.
I don't know how Philips can come to that conclusion; there is no 'ghosting' around the line, the line is a consistent pixel width and runs from top to bottom of the screen. This points to a panel fault as far I can see (in fact google searches of similar issues point to exactly that). 'Burn-in' with OLEDs is an easy get-out clause and its obviously in Philips interests to claim this without doing any real investigation and claim the customer has mis-used the product to absolve them of any costs.
I'm familiar with OLED technology, the dangers of 'burn-in' and how pixel refreshing happens. The TV has always been left in standby when not in use, static images are not kept on the screen and the pixel refreshing mechanisms have never been stopped or even postponed.
This was a very expensive TV which was only just 6 months old (when the issue was noticed), to just dismiss this fault as 'burn-in which is your fault' is a blatant attempt to fob me off rather than to replace (or repair) something that is clearly not fit for purpose. Any ideas?
I bought a Philips 65OLED804 TV back in November time from Richer Sounds, who I've always heard are a great retailer with excellent customer service.
About 5 weeks or so ago I noticed a thin line of what looks like dead or stuck pixels on the left hand side of the TV. They seem to show up as a green colour on red/orange backgrounds and are present on all sources and are visible (but less so) over TV firmware menus etc (see attached image).
I called Richer Sounds about it and was told I it was all on me to sort it all out with the manufacturer directly (which was far from the helpful, excellent service I'd heard so much about). So I raised the issue with Philips (TPV-tech) over 3 weeks ago and was asked to send through photos etc of the problem.
Since then there has been little communication from anyone, but after chasing multiple times with both RS and Philips, Philips finally seemed to assign someone to it and asked for some more info (OFFRS Count and hours of usage etc). Once those images were captured and sent over they almost immediately responded claiming that it's 'burn-in' that's caused the completely uniform pixel-width line from top to bottom of the screen. Not only that, but I must have been skipping any pixel refreshing capability that the TV has been attempting to perform. They claim that because I haven't used the TV correctly, it's not covered by their manufacturers warranty.
I don't know how Philips can come to that conclusion; there is no 'ghosting' around the line, the line is a consistent pixel width and runs from top to bottom of the screen. This points to a panel fault as far I can see (in fact google searches of similar issues point to exactly that). 'Burn-in' with OLEDs is an easy get-out clause and its obviously in Philips interests to claim this without doing any real investigation and claim the customer has mis-used the product to absolve them of any costs.
I'm familiar with OLED technology, the dangers of 'burn-in' and how pixel refreshing happens. The TV has always been left in standby when not in use, static images are not kept on the screen and the pixel refreshing mechanisms have never been stopped or even postponed.
This was a very expensive TV which was only just 6 months old (when the issue was noticed), to just dismiss this fault as 'burn-in which is your fault' is a blatant attempt to fob me off rather than to replace (or repair) something that is clearly not fit for purpose. Any ideas?
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