Need advice on getting my OLED TV repaired / replaced outside of warranty

Paulus1982

I bought a LG OLED B7 TV for £1500 back in December 2017 from Very and about a month ago I've noticed a dark smear on the screen which I assume is permanent burn in.

From what I've read, LG has previously said its OLED TVs can last 30,000 hours, or around 10 years with an average daily viewing of eight hours, without burn-ins.

I don't use my TV much and always had my light & brightness settings on medium (as recommended) to avoid such issues. The burn in cause is nothing I can identify and I certainly never had any static image displayed for hours. Quite frustrating really because this shouldn't happen for such a high value purchase.

As my TV is 1.5 years old, I knew I can no longer get a replacement or repair under warranty and I didn't purchase it via credit that could have given me a warranty extension. I have been doing some research online and found that some other buyers have been successful in getting a repair or replacement outside their warranty since these OLEDS are like a lottery on whether your panel will die out quicker.

I phoned LG Customer Services who guided me through repair settings (e.g. pixel refresher) that didn't solve my issue. They said they couldn't offer me a replacement as my warranty had expired. They instead quoted me for a repair cost of £1200!!! I couldn't believe it. The Very store are actually currently selling the upgraded model for less that what it would cost for me to get my TV repaired.

So now I want to use consumer rights to have the seller, Very, to resolve this issue for me. I phoned them last night, however, I noticed that their call centre is outsourced to another country after day time hours. The operator was following scripted warranty answers that didn't help me and appeared to want to pass me off by requesting that I write a letter to them. They couldn't even give me the details when I asked. :wall:

So now I'm looking to write out an email to them. Is this the recommended method to help my case? I feel like that it's easier for companies to dismiss cases that way. Has anyone had any success for high value purchases?

I would be grateful for advice on the best way to approach it at this stage.

Thanks

BoGoF

As it is more than 6 months since you bought it you are going to need an engineers report stating it is an inherent fault.