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LG tv problems

Hippychick2007
Posts: 70 Forumite
Hi, I bought a 32 HD LCD tv model LG 32LG5000 on 6th Dec. Yesterday the tv froze on one channel, with no sound and the remote control failed to work as well as manual buttons on tv. This was bought for my mum, whose last tv was so old and this was a real treat for her to buy this tv. I contacted LG who I feel have very poor custmer service and all they could do was send someone to collect tv on Friday (they dont work weekends so this will not be looked at until Monday) no replacment tv for my mum and just the words that tv's all have problems. I think that 3 months is not good enough for a tv to become faulty and the fact that the repair will take a mimimum of a 6 days since reporting it until an engineer can even look at it......
Can anyone tell me my righst please? thank you in advance
Can anyone tell me my righst please? thank you in advance
:happylove
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I would recommend going to the store where the TV was purchased from as you may have better luck on a replacement hun xx2012 Wins - Danepak Fridge Magnet, £20 Just Eat Voucher, iTunes Song Download, Yellow Toaster and Kettle, Thorntons Bunny, 6 Months Gym Membership, £250 Multipower Products, 3 X Dalepak Vouchers, 10 minute sunbed session, Lucozade Sport, 2 X BMI Flights, Android Zeemote,0
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I would recommend going to the store where the TV was purchased from as you may have better luck on a replacement hun xx
I did try this but they would only exchange within 28 days :-( just feel really awful for my mum as she was over the moon with the new tv...... thought I may have been able to find a loop hole, customer service were not that nice and felt they were just saying deal with it....... thank you for replying :-):happylove0 -
I would go back to the store stating that the store supplied you with a 12 month (maybe more with that product?) warranty and that they have a duty to fix or replace this TV for you
xx2012 Wins - Danepak Fridge Magnet, £20 Just Eat Voucher, iTunes Song Download, Yellow Toaster and Kettle, Thorntons Bunny, 6 Months Gym Membership, £250 Multipower Products, 3 X Dalepak Vouchers, 10 minute sunbed session, Lucozade Sport, 2 X BMI Flights, Android Zeemote,0 -
I'd have gone back to the shop who your contract is rather than LG (or did you buy from them direct?).
While I'd agree that leaving you / your mother without a TV isn't great, I suspect LG are operating within the terms of their manufacturers warranty, which I think is all they have to do (unless they're also the people you purchased it from).
As for 3 months not being "good enough", I absolutely agree. So do LG, which is why they're fixing it... But sometimes stuff just happens.
I know I probably sound unsympathetic, but as best I know, any particular rights and protections you have as a customer are with whatever shop you purchased the TV from, not LG themselves... So I'm not saying you don't deserve a bit better, but that you deserve it from someone else other than LG.If you don't stand for something, you'll fall for anything0 -
Thanks for the posts, agreed am upset for my mum, did debate about dealing with the shop, but worried that taking it back there (I do have packaging but its been in the garage and prob very damp now so not ideal to put a tv in)
LG did mention the warranty t&c's and wondered what the best option was. The store I bought it from Makro (cash & carry) said they didnt deal with returning items and that I had to speak to LG direct that was there policy, but after another phone call, they said the could arrange for it to be fixed..... I thought that maybe would be quicker through LG
thanks :-)
:happylove0 -
you have no contract through LG hun so all your dealings are with Makro. If their policy is LG are to be involved let them do it as dont chase them0
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Hippychick2007 wrote: »I contacted LG
You do not have a contract with LG, you have a contract with the retailer, Makro in this instance. You should have insisted that it WAS their responsability, that their 28 return policy is as well as your statutory rights, not instead and that they had to deal with it.
The problem is you have gone to LG directly and now you have reduced your power as a consumer considerably. LG are doing the work under the warranty, and you'll have to let them do it at their pace.
You say that LG have poor customer services, but the reality is: You're not their customer, Makro is.
I am aware that the above is not going to help you in this situation, but hopefully it will stand you in good stead next time you have a problem like this. Remember that your contract is always with the retailer, NOT the manufacturer, and whenever a sales assistant tries to tell you otherwise and palm you off to the manufacturer, stand your ground, tell them to get the manager if need be and remind them of their statutory obligations under the Sales of Goods 1979.0 -
And Makro would have done the same and sent it off to LG, probably after a few days of kicking their heels and delay.
The whole go to the retailers whilst it has a place, isnt always the best option, retailers rarely can repair them on their own and often dont replace or refund outwith the opening month thus all you do is slow down your repair.
Tbh I dont think the OP has much cause for complaint - at least yet - Items do become faulty, its unfortunate but its going to happen.
LG have arranged a next day pick up - very reasonable, unless it takes absolute ages to repair then I would suggest its very good service.0 -
LinasPilibaitisisbatman wrote: »And Makro would have done the same and sent it off to LG, probably after a few days of kicking their heels and delay.0
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bookworm1363 wrote: »Completely irrelevant, as is the rest of your post. If the TV were to fail again in the future, OP may have compromised her statutory rights by going straight to the manufacturer in the first place.
Crap she has
If she took it to the local knock off shop who did a dodgy repair maybe, but sending it back to the manufacturer wont impact her future rights.0
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