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LG have lost my remote control
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Dunree
Posts: 401 Forumite
Hi Guys,
Quick rundown of what's happened.
Bought an LG home cinema system September last year. Because it was mostly used as a surround sound for the TV, we never really used the dvd player. But when we did, we could only watch the odd film right through as the dvd would stop playing.
I eventually got round to organising sending it back under warranty for repair.
At no stage was I told not to enclose the remote with the player, but I did, thinking I'd help out the service centre.
Player was returned after a few days, LG saying that it had been repaired. But there was no remote in the box.
I called them up, and was told it would be here in 3-5 days.
I waited.
No remote.
Called them up, was told 3-5 working days.
I waited.
No remote.
I called a third time. Spoke to a team leader. He promised 3-5 working days, yet again.
You're starting to get the picture now...
I called up again and asked to speak to a manager, but was told that none were available, but I would get a return call within 24hrs.
Guess what.....
So I email their CEO and I get the return phone call from one of the elusive managers.
He then tells me that it will be April before I can get a replacement as there are none in stock. So that will have been us without the use of the player since mid February.
I explained that I found this unacceptable from a company the size of LG, and why can't I have my own remote back...
I also suggested that they replace the player with a new or similar one so that we could get our system back up and running.
He informed me that he'd need to take it higher.
Today I receive another call from the same manager.
He has informed me that they cannot do an exchange on the player, and that as a goodwill gesture, they will give me vouchers for £40 to make up for the loss.
This equates to roughly 50p per day for the loss of use of our system.
I refused the offer.
Legally, where do I stand with this folk? I have done as I was asked, but have now been messed around since mid February by a very large multi national who cannot seem to source something as simple as a remote control.
Any thoughts are most welcome
Regards,
Dunree
Quick rundown of what's happened.
Bought an LG home cinema system September last year. Because it was mostly used as a surround sound for the TV, we never really used the dvd player. But when we did, we could only watch the odd film right through as the dvd would stop playing.
I eventually got round to organising sending it back under warranty for repair.
At no stage was I told not to enclose the remote with the player, but I did, thinking I'd help out the service centre.
Player was returned after a few days, LG saying that it had been repaired. But there was no remote in the box.
I called them up, and was told it would be here in 3-5 days.
I waited.
No remote.
Called them up, was told 3-5 working days.
I waited.
No remote.
I called a third time. Spoke to a team leader. He promised 3-5 working days, yet again.
You're starting to get the picture now...
I called up again and asked to speak to a manager, but was told that none were available, but I would get a return call within 24hrs.
Guess what.....
So I email their CEO and I get the return phone call from one of the elusive managers.
He then tells me that it will be April before I can get a replacement as there are none in stock. So that will have been us without the use of the player since mid February.
I explained that I found this unacceptable from a company the size of LG, and why can't I have my own remote back...
I also suggested that they replace the player with a new or similar one so that we could get our system back up and running.
He informed me that he'd need to take it higher.
Today I receive another call from the same manager.
He has informed me that they cannot do an exchange on the player, and that as a goodwill gesture, they will give me vouchers for £40 to make up for the loss.
This equates to roughly 50p per day for the loss of use of our system.
I refused the offer.
Legally, where do I stand with this folk? I have done as I was asked, but have now been messed around since mid February by a very large multi national who cannot seem to source something as simple as a remote control.
Any thoughts are most welcome
Regards,
Dunree
Life is now good
0
Comments
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Are you sure?...as a goodwill gesture, they will give me vouchers for £40 to make up for the loss.
This equates to roughly 50p per day for the loss of use of our system.
As you told us:
...shouldn't that be read as "This equates to roughly £10 per use for the loss of use of our system"?Because it was mostly used as a surround sound for the TV, we never really used the dvd player. But when we did, we could only watch the odd film right through as the dvd would stop playing.
0 -
Are you sure?
As you told us:
...shouldn't that be read as "This equates to roughly £10 per use for the loss of use of our system"?
Mid February to April..
Roughly 60 days it will be...
Sorry, equates to roughly £1-50 a day...
Ps, the system can't be used without a remote.Life is now good0 -
Jump at the offer and get yourself a decent remote such as the Logitech Harmony 650 - Can be found for around £40 new on ebay.
We've got one which controls:
Tv
Surround Sound
V+
Xbox
Easy to use and set up activites, so pressing "Gaming" will turn on the TV, Turn the surround sound on and set it to the correct channel and also turns the Xbox on.
Want to watch TV? Press "TV" and it will switch the TV HDMO input, change the channel on the surround sound, turn the xbox off and turn the V+ on.
Very easy to set up your own activities or just use it to control your dvd player if you wanted.0 -
We lost our remote to our lg smart TV
Bought a replacement on ebayI am a Mortgage Adviser
You should note that this site doesn't check my status as a Mortgage Adviser, so you need to take my word for it. This signature is here as I follow MSE's Mortgage Adviser Code of Conduct. Any posts on here are for information and discussion purposes only and shouldn't be seen as financial advice.0 -
In your opening post you have said that you hardly ever user the player so it is obviously not inconveniencing you that much.
Your rights under the warranty with LG are subject to their conditions. Try asking the company that sold you the player - and with whom you have a contract which has clearly defined legal obligations - if they will intercede on your behalf.0 -
powerful_Rogue wrote: »Jump at the offer and get yourself a decent remote such as the Logitech Harmony 650 - Can be found for around £40 new on ebay.
We've got one which controls:
Tv
Surround Sound
V+
Xbox
Easy to use and set up activites, so pressing "Gaming" will turn on the TV, Turn the surround sound on and set it to the correct channel and also turns the Xbox on.
Want to watch TV? Press "TV" and it will switch the TV HDMO input, change the channel on the surround sound, turn the xbox off and turn the V+ on.
Very easy to set up your own activities or just use it to control your dvd player if you wanted.
Thanks for that, might look atharas_nosirrah wrote: »We lost our remote to our lg smart TV
Bought a replacement on ebay
The more I think about it, that seems the obvious solutionIn your opening post you have said that you hardly ever user the player so it is obviously not inconveniencing you that much.
Your rights under the warranty with LG are subject to their conditions. Try asking the company that sold you the player - and with whom you have a contract which has clearly defined legal obligations - if they will intercede on your behalf.
I also stated that it was mostly used as a surround sound. We don't use the tv volume, everything comes through the dvd player, which acts as the amp for the speakers.
Apologies if I didn't make this clear Life is now good0 -
Bought an LG home cinema system September last year. Because it was mostly used as a surround sound for the TV, we never really used the dvd player. But when we did, we could only watch the odd film right through as the dvd would stop playing.
One important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0 -
halibut2209 wrote: »
As I said previously, the tv volume isn't used, everything comes through the dvd player which also acts as the amp....
LG BH9540tw is the system...Life is now good0 -
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Whenever you return anything to electronics companies, their T&Cs always state to remove batteries and anything else "consumable", and only send back the main faulty unit with no accessories or extras.
If you find L&Gs warranty terms you will find the same I am sure, and I think the mistake is yours not theirs. Just get a new universal one on ebay or amazon.0
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