LG repair centre damaged my TV

A_Ahmed

Hi, first time and look for advice please. I sent my TV in for an out of warranty repair to LG in a pristine condition for a one year old 4k tv. Luckily i took photo's before it was collected. This was for a replacement led panel as discussed with one of their technician beforehand, he advised the best course of action was a replacement panel. Cost was over 900 for a panel replacement including service charges. As mentioned this is an out of warranty repair. After chasing a week later, they advised the part is out of stock and back order. When i asked what the eta was they told me they dont know. The next day i called to ask when the order was placed, amd they told me yesterday....... The day i called!!! I even got a text saying they will meet the 2 weeks repair sla they initially gave. Next day they called to say the tv is being returned as there is no fault and i am entitled to a full refund, what and where did this come from?? How strange as an out of warranty repair is based on cost and surely they should charge me. My next question was that its an out of warranty repair and your being paid to replace the led panel, just do it. They refused and said the tv was being returned at no cost to me. After it being sent back by LG, the back panel was damaged. The speaker grills are cracked, the bottom screw fixing is cracked by about the size of my palm and is literally hanging off. Worst bit is they never even secured the back panel and the screws are missing and the internal boards are exposed. I could have been electrocuted, or the little one could have stuck her hands in there. When i went to pick it up, it started to crack and creak as the front and back panels were not secured together. Upon return and unboxing by the courier i pointed out it was damaged and they took photos and noted that it was damaged on delivery. I am shocked to even understand how it would have left their repair centre in this state, which suggests no quality control or inspection. Lg want the tv back to replace the back panel. But my concern is if any other damages have occurred without my knowledge and what if they show up later on down the line. Can i ask for a new replacement or refund because of the current state and nature. The tv in my mind will never be the same and i am worried of whats to come, considering how they dealt with it on the first occasion, i cant trust them anymore.

A_Ahmed

I wanted to add, all of this is being arranged by a national retailer on my behalf. They are paying for the replacement panel, directly to LG. i was supposed to have had a 5 year extended warranty policy with them, which they failed to set up in error. So the option was for me to do the leg work and they recover the costs.

macman

Your contract is with the retailer (I'm guessing it's DSG), not LG. Reject it under CRA 2015 (failed repair) and make them sort it out.
On the bright side, you've saved a lot of money by not getting the 5 year extended warranty, as buying it via the retailer doubles the cost vs if you go direct to D&G. Next time, buy from Richer Sounds and you'll get a 6 year warranty included via the VIP Club.

A_Ahmed

Many thanks for responding, LG have collected the tv for repair, and the retailer was ao.com. They somehow managed not to set the policy up with d&g, though i have confirmation emails. As you say, this is between me and the retailer and i will use the CRA 2015 and see how i get on. I would like to reject the tv overall not knowing what the outcome would be months down the line but ao are saying i need to wait until the second repair is completed again. I am leaningt towards RS now and don't know why i didnt in the first place . I will update again.

macman

You can reject after one failed repair. If you allow a further attempt then you forfeit that right, should the second repair also fail.

A_Ahmed

What if ao directly arranged for the second part of the repair for the damaged caused by LG, and the first fault still exists. I didnt ask for a second repair, they went ahead and made the arrangements and tv is now in the repair centre awaiting a replacement of the rear panel, which they broke. LG still wont replace the led panel, do i still have any chance?

A_Ahmed

Ao have made the decision that they will not do anything about the tv as LG have confirmed the tv is not faulty. Do i have a leg to stand on or what would be my chances via the small claims court. They are now saying they never diagnosed the issue and that was upto lg, which is a lie. They asked me to send evidence and it was looked into and then the cost was approved by their finance for a replacement panel. They initially asked me to pay a service charge for which i disagreed because it was a manufacturing issue and they agreed.

[Deleted User]

A_Ahmed wrote: »

LG have confirmed the tv is not faulty. Do i have a leg to stand on or what would be my chances via the small claims court.

If there is no fault (or you cannot prove one exists) you are wasting your time.

Court action in your situation really is not an option.

If you are still not happy with the set, I suggest you cut your losses by selling it second hand and then purchase from another manufacturer.