TV damaged after pickup

Frazerjclark

LG arranged to use DHL to collect my TV that was going in for a power issue repair.
The courier arrived brought the box into my hall, helped me put the TV in the box, then shut it and carried it to his van.
LG have called yesterday to say they were replacing the power unit and would dispatched within 24 hours.
Today they called to say the screen was smashed when it arrived at the repair centre and they weren't going to pay for the repair. Different to the call the day before.
They had spoken to the courier company who stated I loaded the TV into the box and shut it and they accepted no responsibility. And it must have been broken when I sent it. My wife was here when we were putting the TV in the box.
Where do I stand now?
How do I prove it wasn't broken when it was sent in?

neilmcl

Frazerjclark wrote: »

LG arranged to use DHL to collect my TV that was going in for a power issue repair.
The courier arrived brought the box into my hall, helped me put the TV in the box, then shut it and carried it to his van.
LG have called yesterday to say they were replacing the power unit and would dispatched within 24 hours.
Today they called to say the screen was smashed when it arrived at the repair centre and they weren't going to pay for the repair. Different to the call the day before.
They had spoken to the courier company who stated I loaded the TV into the box and shut it and they accepted no responsibility. And it must have been broken when I sent it. My wife was here when we were putting the TV in the box.
Where do I stand now?
How do I prove it wasn't broken when it was sent in?

Pretty difficult to do but worth telling them that on the balance of probabilities why would you send a TV with a broken screen for an agreed repair to the PSU. Also, again based on the balance of probabilities it's more likely to have been damaged during transit than by yourself.

twhitehousescat

how did LG diagnose the faulty unit if the screen was damaged

companies do not change things until the item has been tested and the faulty component worked out

sheramber

When our TV was being returned the courier had a disposable camera to take pictures of the tv before it was in the box and of the sealed box.

Frazerjclark

Thanks - that's what I told them yesterday - they were escalating to the Management.

Frazerjclark

The call the day before, logged and timed went through exactly what was being done - no mention of a damaged screen, just that it would be ready for dispatch soon.

twhitehousescat

Frazerjclark wrote: »

The call the day before, logged and timed went through exactly what was being done - no mention of a damaged screen, just that it would be ready for dispatch soon.

then between diagnosing the fault and sending the tv to the department that did repairs , they damaged it

Edithgrand

[FONT=&quot]If LG arranged for the courier to collect your tv,then it's between them and the courier to sort it out.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]If you arranged the courier yourself, then it becomes more complicated.[/FONT]