Lg tv repair

jamesevans56

I contacted lg Uk who said they would collect and fix my 54” lg tv for £399 , I paid the amount and their couriers collected the tv a few days later , bringing their own box and packaging. Lg told me that once collected it would take 14 at the most to fix tv . I gave them a bit longer as it was around new year .
I emailed them about how the repair was going only to be told they have lost the tv and are now asking for proof of purchased, which I no longer have , I’m disabled and I moved into sheltered housing 18 months ago . They’ve told me now to contact the retailer , whose no longer trading  ,I bought the tv off but they never asked for any of this to repair tv and seems they are now trying anything to get out of their responsibility 

any help would be welcome, what should I email them next , as they gave my money and my tv 

This is the last email I got off them 

“ As the unit has not been received at the workshop we are unable to locate the whereabouts of your TV and would like to look into other options for you.

We have advised on your file that you no longer have the proof of purchase. We would recommend you please contact your Retailer who will be able to provide you with a printout copy or may even be happy to forward these details directly to us using the cic.uk@lge.com email address.”

HillStreetBlues

If you paid by debit or credit card show them that transaction.
It could be they are looking for the price you paid to refund you.

DullGreyGuy

Seeing as you were paying for the repair rather than claiming it as a warranty issue or equiv they'd have no need to have proof of purchase when you booked the repair. If it turned out to be a different model than the one you told them it's not a big problem.

Having lost the TV it now is important to establish exactly what model it was and its age for the purposes of compensation (or an appropriate replacement).

How did you buy it? If online have you kept the email receipt hopefully?

If its any consultation Curry's twice lost my old Samsung TV when they collected it for repair and both times it just "turned up" about 3 weeks later with no explanation of where it'd been all that time etc.

jamesevans56

It was a retirement gift from my mother who has since died . I know that she bought it from a local retailer that went bust during covid 

how am I supposed to prove anything , when I sent the tv I wasn’t asked for proof of purchase all they where worried about was my payment 

macman

If LG booked and supplied the courier, then they have accepted receipt of the TV already, as it was collected by their contractor. So you shouldn't have to provide anything, apart from the receipt the courier gave you. Whether LG or their contractor has lost it is immaterial: LG are liable and should replace it with an equivalent model. if it cannot be located.
I suggest you escalate the complaint to someone more senior at LG who has a clue, and then send an LBA if no proper response.

sevenhills

jamesevans56 said:

It was a retirement gift from my mother who has since died . I know that she bought it from a local retailer that went bust during covid 

how am I supposed to prove anything , when I sent the tv I wasn’t asked for proof of purchase all they where worried about was my payment 

Ask for your £399 back, you can buy a LG 55" TV for £320

user1977

I don't see what proof of purchase has to do with anything - it's proof that they were collecting it for repair which you need. And presumably you have evidence of that?

Manxman_in_exile

I don't know but I suspect LG haven't explained this very well to the OP.

As LG never received the TV, aren't they just looking for evidence of what model it was and how old it was to determine how much to compensate the OP? 

(Obviously that is an assumption on my part.  I'd have thought LG would have satisfied themselves as to what it was before agreeing to repair it for £399, or that the courier might have given the OP a receipt showing model no. etc, but who knows.  But if it's not disputed that the OP handed it over safely to LG's courier, and that the courier has "lost" it, I can't think why else LG would need a receipt.  If it's been lost by somebody acting on LG's behalf, it's LG's problem)

If I were the OP I'd go back to LG and ask WHY they need the original receipt.

As suggested by @sevenhills, it might be simpler (and better financially) to get the £399 refunded and buy a new TV.  (But that ignores any sentimental value the TV may have... )

Alderbank

sevenhills said:

jamesevans56 said:

It was a retirement gift from my mother who has since died . I know that she bought it from a local retailer that went bust during covid 

how am I supposed to prove anything , when I sent the tv I wasn’t asked for proof of purchase all they where worried about was my payment 

Ask for your £399 back, you can buy a LG 55" TV for £320

Yes you can.
At the same time, LG 48LX1Q6LA 48" TV costs £1,699 in Currys.

It's reasonable that LG need to know the model so they know how much compensation they have to pay. However, surely the OP would have told them the model and its age when arranging the repair?

molerat

They want the receipt to put a value on the claim.  Second hand / sale price / stolen.  All will have a different claim value.  The same as any insurance claim.

sheramber

Do you have any paperwork for the tv- manual, guarantee card etc?