Advice on lack of Repair to OLED TV

Twong72

Hello I purchased an expensive OLED TV 4 months ago, contacted John Lewis for support on a faulty TV and was given LGs repair number.
Contacted LG straight away, but they have been pretty slow they keep saying they are chasing up and emailing repair department with a date to repair my TV but after 3 weeks not had any engineer contact or repair date booked its like they have all done a runner.
By next weekend it will be 4 weeks, I read you have to give the retailer or manufacturer at least 28 days to sort out the repair but is this on first notification or first engineer visit?
Or does anyone know what is a reasonable time frame for repair for John Lewis or retailers in general ?

KatrinaWaves

3 weeks during a pandemic, a lockdown, with christmas and new year thrown in? I say youre days into whats reasonable, not weeks.

Al_Ross

I would contact John Lewis and advise them you have contacted LG and four weeks later after chasing several times you are no further on.

Due to the fact the TV is only 4 months old, ask to get this escalated to have the TV replaced,4 weeks to wait for an engineer visit is totally unacceptable.

Twong72

Al_Ross said:

I would contact John Lewis and advise them you have contacted LG and four weeks later after chasing several times you are no further on.

Due to the fact the TV is only 4 months old, ask to get this escalated to have the TV replaced,4 weeks to wait for an engineer visit is totally unacceptable.

Thanks good advice, I have updated them of the situation and they have a reference number from them.

I agree 4 weeks is a bit long for a repair date booking, I will give them another week or so and then ask for a replacement or refund.

Twong72

Got it refunded in the end, manufacturer did the right thing and wrote it off I think they could see 2 months for a repair was far too excessive. Checking around the net and for anyone else's information, retailers and manufacturers within the first year have usually 28 days to carry out a successful repair attempt. This maybe different during covid time scales though.

Mine didnt even contact me for a repair date was the issue, perhaps poor communication from who ever repairs TVs I guess but it got solved in the end.

powerful_Rogue

Twong72 said:

Got it refunded in the end, manufacturer did the right thing and wrote it off I think they could see 2 months for a repair was far too excessive. Checking around the net and for anyone else's information, retailers and manufacturers within the first year have usually 28 days to carry out a successful repair attempt. This maybe different during covid time scales though.

Mine didnt even contact me for a repair date was the issue, perhaps poor communication from who ever repairs TVs I guess but it got solved in the end.

Pretty sure the law does not mention 28 days, but instead says:

If the consumer requires the trader to repair or replace the goods, the trader must—
(a)do so within a reasonable time and without significant inconvenience to the consumer,

Twong72

powerful_Rogue said:

Twong72 said:

Got it refunded in the end, manufacturer did the right thing and wrote it off I think they could see 2 months for a repair was far too excessive. Checking around the net and for anyone else's information, retailers and manufacturers within the first year have usually 28 days to carry out a successful repair attempt. This maybe different during covid time scales though.

Mine didnt even contact me for a repair date was the issue, perhaps poor communication from who ever repairs TVs I guess but it got solved in the end.

Pretty sure the law does not mention 28 days, but instead says:

If the consumer requires the trader to repair or replace the goods, the trader must—
(a)do so within a reasonable time and without significant inconvenience to the consumer,

Yeah that 'reasonable time' is why I posted my question up originally, its a very loose wording and really is open up to debate I could see many manufacturers or retailers turning round saying 8 weeks is fine for a repair time frame and that would favour the manufacturer or retailer not the consumer.

I spoke to many customers from JL, Richer sounds and Currys and that 28 day repair number seems to fit in with most of them if not 30 days or 4 weeks, this is if its faulty within the first year though. 2nd year I believe its much longer could be 6 if not 8 weeks it varies with companies. Course Covid has changed time frames some are not following TnCs which is expected naturally.

I recommend finding out what your manufacturer or retailers 'reasonable time' for repair is but do so indirectly, ask as a different customer from a different email address or live chat and get it in writing especially if you are already having a repair or issues with any manufacturer or retailer.

Al_Ross

Great to hear Twong72, glad you got progress in the end.

I have in the past had a similar situation in the past after contacting a manufacturer, Sony in fact. There technical help went at a snail’s pace and weeks later after several calls i was no further on, then they agreed to replace the TV, it was 3 months old by this time. I asked if it would be a new TV and he said a refurbished TV, to which I declined Sony’s offer. I managed to get a refund and bought a new one from John Lewis which has been excellent.