Currys and LG merry go round

Jaampe

Hi all,

I'm currently stuck in a loop with Currys and LG. Both not exactly great on the customer service front.
I have an LG TV that has had a fault since I bought it (and have the evidence). I only got round to reporting it 9 months after I bought it from Currys Online.
Rather than bother Currys with the fault, I went straight to LG as they would be better placed to resolve. They sent someone round to assess the TV and off the back of that a replacement panel was ordered and subsequently fitted a a week or so later. The replacement panel still had the fault and it was even worse.
At this point I'm not willing to play the "panel lottery" and keep getting a new one fitted until I'm happy. Besides the fault is a known fault and is on every LG Oled TV. Having had what should have been the one opportunity to repair I wanted to move for a refund.
I contacted Currys as the retailer and after much running around, they decided they either wanted to come take the tv away for their own repair or have LG provide an uplift number.
I then contact LG asking for an uplift number and they refuse saying they just repair under warranty and will continue attempting repair. it would seem I have no legal contract with them and the one repair rule doesn't apply.
I go back to Currys with email confirmation that the TV had a fault, that LG did a repair and were going to do another repair. I thought this would be enough evidence that a repair had been carried out but they need this arbitrary uplift number or to leave me without a TV for a few days whilst they carry out an unnecessary repair.

So I'm stuck in this loop. I've had the repair, it just wasn't by the retailer, but that shouldn't matter. LG won't give an uplift number and Currys won't action the refund. WHat can I do? 

Diamandis

I know you say it shouldn't matter that the manufacturer attempted repair but it does. The retailer has one chance to repair so you'll need to give them that opportunity. 

Jaampe

Diamandis said:

I know you say it shouldn't matter that the manufacturer attempted repair but it does. The retailer has one chance to repair so you'll need to give them that opportunity. 

Not sure on that. A lot of companies will push you to the manufacturer anyway, AO.com for one. It's also ridiculous to think Currys would do a better job themselves.

DullGreyGuy

Your rights are with the retailer and for a fault reported after the first month they have the right to attempt one repair/replacement before you get the right to reject the goods. The fact you have had a replacement from the manufacturer doesnt replace the retailers rights.

I am curious as to what fault you think every LG OLED panel has? LG panels are used in every single OLED TV on sale up to this year and this year the only exception is Samsung. 

WhiskersTheWonderCat

If it had the fault from the moment you got it, why did you not do something about it immediately when you had stronger rights. 

diystarter7

Why did you mot report the fault at the point of noticing it?
often Currys and the like will try a repair unless you want to reject the item I think.
Past that its often the maker/etc

powerful_Rogue

Jaampe said:

Diamandis said:

I know you say it shouldn't matter that the manufacturer attempted repair but it does. The retailer has one chance to repair so you'll need to give them that opportunity. 

Not sure on that. A lot of companies will push you to the manufacturer anyway, AO.com for one. It's also ridiculous to think Currys would do a better job themselves.

Difference is the retailer would have a note on their system. Going direct to LG and bypassing Currys, you haven't given them the opportunity to repair.

Jaampe

WhiskersTheWonderCat said:

If it had the fault from the moment you got it, why did you not do something about it immediately when you had stronger rights. 

You phrase that like there might be something more to it. Reasons are many and irrelevant to the issue. It's still within warranty.

Jaampe

powerful_Rogue said:

Jaampe said:

Diamandis said:

I know you say it shouldn't matter that the manufacturer attempted repair but it does. The retailer has one chance to repair so you'll need to give them that opportunity. 

Not sure on that. A lot of companies will push you to the manufacturer anyway, AO.com for one. It's also ridiculous to think Currys would do a better job themselves.

Difference is the retailer would have a note on their system. Going direct to LG and bypassing Currys, you haven't given them the opportunity to repair.

It's an odd system. A lot of retailers won't do any sort of repair so push you in the direction of the manufacturer. Had I bought it from AO the way I went about it is their policy so they must work with the manufacturers in that capacity. It's purely policy thatt prevents Currys accepting the first repair. 

Jaampe

DullGreyGuy said:

Your rights are with the retailer and for a fault reported after the first month they have the right to attempt one repair/replacement before you get the right to reject the goods. The fact you have had a replacement from the manufacturer doesnt replace the retailers rights.

I am curious as to what fault you think every LG OLED panel has? LG panels are used in every single OLED TV on sale up to this year and this year the only exception is Samsung. 

I don't think it, it's a fact. Check reviews that go into uniformity a bit more than whathifi and the plethora of forums.

powerful_Rogue

Jaampe said:

powerful_Rogue said:

Jaampe said:

Diamandis said:

I know you say it shouldn't matter that the manufacturer attempted repair but it does. The retailer has one chance to repair so you'll need to give them that opportunity. 

Not sure on that. A lot of companies will push you to the manufacturer anyway, AO.com for one. It's also ridiculous to think Currys would do a better job themselves.

Difference is the retailer would have a note on their system. Going direct to LG and bypassing Currys, you haven't given them the opportunity to repair.

It's an odd system. A lot of retailers won't do any sort of repair so push you in the direction of the manufacturer. Had I bought it from AO the way I went about it is their policy so they must work with the manufacturers in that capacity. It's purely policy thatt prevents Currys accepting the first repair. 

What AO do and don't do doesn't matter, this is currys.

You bypassed the retailer and went via the warranty route with the manufacturer. If you wan't to use your consumer rights you should have gone to the retailer first. That's not policy, that's the legislation.

You're correct that a lot of retailers don't do repairs, however it's logged on their system as a consumer rights issue when they ask you to contact the manufacturer.