Faulty Monitor, LG say there's nothing wrong.

SRRAE

Hi.
About 9 months ago I bought a new LG 34UC88 monitor. The RRP is £799 but I got a it for about £650, still a lot of money.
I paid/paying for it via PayPal Credit.


When I first got it, the screen would show some image retention, basically when something is stationary on the screen it would leave a faint shadow when the image was moved or closed on the PC. This image retention was hardly noticeable, temporary and disappeared in 5 mins or so.
Image is retention is like screen burn but isn't permanent


However it is getting a lot worse. I can have a webpage open and on the screen under 5 mins and when I minimise the image retention is so bad I can read what was on the screen, and can even make colours. This retention is still visible for 20+ mins afterwards. As you can imagine, just using a computer for an hour or so results in a horrible patchwork of retained images.


I have contacted LG and sent a photo of the issue and described the problem.


A week later they called and said it is screen burn and not covered by warranty.
For me screen burn is caused when a static image is in one place for a very long time, for example hours on end and days on end. This occurs after 5 mins of something being on screen.


I have contacted the retailer who said send it to them but all they will do is send it to LG.


Any someone give me advice what I can do next. Can I go to trading standards as I've got monitors costing £100 which don't do this, even after hours of something being static on screen. Its not what I expect from a £650 monitor.

RoonilWazlib_2

You can contact Citizens Advice Consumer Service who take calls on behalf of trading standards - 03454040506.


How long after purchase did you report the fault?
Did you buy directly from LG and if not, have you spoken to the retailer, and what did they say?

SRRAE

I bought the monitor August/September last year, I reported it about 2-3 weeks ago.


I have contacted the retailer and they said they will simply send it to LG for diagnosis, so I'm not confident anything will be done. It is hard to get an answer from the retailer as its a web message system instead of email and every time I contact them it is someone different who replies.

JJ_Egan

You have to prove this as a manufacturing fault via an independent report .
Your claim is then against the vendor you have no claim against LG .
LG may have a warranty over and above your consumer rights . But that will be bound by LGs terms and conditions .

https://forums.moneysavingexpert.com/discussion/4922954

SRRAE

A quick update and more advice please.


LG said it was faulty and I sent it off to them for repair. They replaced the screen and the main board, basically most of the monitor.

However, although it has been tested as working, when enabling display port 1.2 (which is required to get the increased colour pallet and higher refresh rates) the screen doesn't work.


I've contacted the vendor and told them the story and that I've lost confidence in LG's repairs and that I want a refund, even credit to purchase another monitor.


What are my rights for this? Can I ask for a refund/store credit?

DoaM

Under the CRA 2015 the vendor is allowed ONE attempt at repair. If the goods still don't conform to contract then you can reject the goods for a refund.

As it is more than 6 months since purchase (that the fault was reported) then the vendor can reduce the amount of refund to account for usage. (Within 12 months I'd expect any deduction to be minimal, but don't be surprised if they try a bigger deduction - you'd reject and negotiate a consensus. Before 6 months then a full refund must be given).

SRRAE

Quick update and advice on how to go about this.

I have contacted the vendor and sent lots of proof of the fault but they are blaming my computer setup but they said they will test it and send it off for repair.

I stated I didn't want a repair but I wanted to discuss a refund. Their reply was the warranty only covers repair or replacement and a refund is only possible if neither of these are possible.

Am I correct in thinking the following Consumer Rights Act covers my right to a refund as the monitor has been sent for repair and returned still faulty (be it a different fault)?

(5) A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—

[a) after one repair or one replacement, the goods do not conform to the contract;

(b) because of section 23(3) the consumer can require neither repair nor replacement of the goods; or

(c) the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer

.

wealdroam

SRRAE wrote: »

Quick update and advice on how to go about this.

I have contacted the vendor and sent lots of proof of the fault but they are blaming my computer setup but they said they will test it and send it off for repair.

I stated I didn't want a repair but I wanted to discuss a refund. Their reply was the warranty only covers repair or replacement and a refund is only possible if neither of these are possible.

Am I correct in thinking the following Consumer Rights Act covers my right to a refund as the monitor has been sent for repair and returned still faulty (be it a different fault)?

(5) A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—
[a) after one repair or one replacement, the goods do not conform to the contract;
(b) because of section 23(3) the consumer can require neither repair nor replacement of the goods; or
(c) the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer

Yes, you are almost right.

However, it appears that you have not yet allowed the seller that one chance of a repair - having bypassed the seller for a resolution under the manufacturer's warranty - or have I misunderstood?

As mentioned earlier, you may be asked to prove that the problem is due to an inherent fault, so it might be prudent to accept a repair by the seller at this stage.
You might want to mention to the seller that if the repair isn't successful you'll be looking for a refund - but remember that refund can be reduced.

SRRAE

wealdroam wrote: »

Yes, you are almost right.

However, it appears that you have not yet allowed the seller that one chance of a repair - having bypassed the seller for a resolution under the manufacturer's warranty - or have I misunderstood?

As mentioned earlier, you may be asked to prove that the problem is due to an inherent fault, so it might be prudent to accept a repair by the seller at this stage.
You might want to mention to the seller that if the repair isn't successful you'll be looking for a refund - but remember that refund can be reduced.

Thanks for the quick reply.

Originally I contacted the vendor first with the monitor issue and they told me to go to LG directly. They have also said in another email, they will test the monitor and if its faulty, they will send it to LG.
The vendor does nothing more than what I've already done and I was told by them to do it.

Fosterdog

SRRAE wrote: »

Thanks for the quick reply.

Originally I contacted the vendor first with the monitor issue and they told me to go to LG directly. They have also said in another email, they will test the monitor and if its faulty, they will send it to LG.
The vendor does nothing more than what I've already done and I was told by them to do it.

If it was the vendor who directed you to LG then it is classed as the vendor having a chance to repair it (using an agent to repair on their behalf) however they are entitled to at least have it back to test the fault as it could be down to settings, user error, or a fault with the cable or device you are connecting. They don't have to just take your word that it's faulty. Give them the chance to test it but make it clear that you are not accepting a repair and only want them to confirm the fault and then you are invoking your consumer rights to reject it.