Faulty TV - 6yr guarantee - partial refund

Daisydelight

I bought an LG OLED TV in Sept 2019. Price was £1059. There was a free 6 yr guarantee included in the deal.

we now have a problem with shadowing on the screen. We contacted the retailer who initially said they would replace the creek free of charge.

They have now contacted us and said that it is not viable to do this and offered us a £700 credit note towards a new TV. Their terms and conditions say that the credit in year 4 is 60% of the original price so we have been offered a little more than this but still means that we will have to pay a significant sum for a similar quality TV - the current model looks to be closer to the £2000 mark.

 Does this seem a reasonable offer or should I be challenging them further - 3.5 years seems a very short time for such an expensive item to develop a major fault.

Any advice/thought on this?

Thanks.

Daisydelight

That should have been replace the ‘screen’ - pesky autocorrect!

diystarter7

Hi

Get a new tv, oleds come down in price I'm assuming you ave a small screen, ie 55 or less?

Prices down and quialty of OLED better - check reviews - you amy also get another 5/6 year free gurantee.

Thnaks

WhiskersTheWonderCat

You should easily be able to find the same (or a similar) TV second hand on eBay for £700. TVs generally depreciate in value quite quickly second hand. 

Alderbank

Daisydelight said:

 Their terms and conditions say that the credit in year 4 is 60% of the original price...we have been offered a little more than this.

 Does this seem a reasonable offer?

Reasonable offer does not really come into this.
They are fully complying with the terms of their free warranty, in fact they are exceeding the terms, so there are no grounds for challenging them further.

Whatever warranty you are given, you always have the option of your consumer rights separately. However to succeed with your rights you might have to get an independent report to show the fault is inherent in the set and you would probably not get much more than £500 refund, so the warranty, although a credit note rather than cash, is probably your best bet.

If you had felt that the terms of the warranty were not very good, the time to challenge them was before you agreed to it when you bought the tv. Far too late to challenge them now.

FWIW, I think the warranty is OK. Especially for the price!

DullGreyGuy

Daisydelight said:

I bought an LG OLED TV in Sept 2019. Price was £1059. There was a free 6 yr guarantee included in the deal.

we now have a problem with shadowing on the screen. We contacted the retailer who initially said they would replace the creek free of charge.

They have now contacted us and said that it is not viable to do this and offered us a £700 credit note towards a new TV. Their terms and conditions say that the credit in year 4 is 60% of the original price so we have been offered a little more than this but still means that we will have to pay a significant sum for a similar quality TV - the current model looks to be closer to the £2000 mark.

 Does this seem a reasonable offer or should I be challenging them further - 3.5 years seems a very short time for such an expensive item to develop a major fault.

Any advice/thought on this?

Thanks.

Those prices dont make sense... prices of TVs have dropped significantly in recent years and at this time of year TVs are near their lowest prices right now because the 2023 models will be hitting the shelves in March/April.

You can get the 65" C2  for £1,530 or the 77" for £2,670 today

The launch price of the 65" C9 (the 2019 equiv) was £3,299 and the 77" £5,999 and by september would only have been moderately discounted. 

As you are claiming under the warranty rather than your statutory rights the warranty can say whatever it likes. JL for statutory rights does age in months divided by 72 to get the discount to be applied and so you are certainly a better off with the monies offered.

Gavin83

I too don’t really understand the prices. £1059 a few years back would have been the bottom end of the OLED market and likely on the smaller side. OLEDs have generally dropped in price over the last few years so you should easily be able to get the same level of TV for the same money. 

Only exception would be if it was ex display/customer return and therefore had a high discount but then I think it’s unrealistic to expect a brand new TV if you bought used. If you bought used as previously mentioned you could easily buy the same quality set on eBay for less.

Regardless of the above you’re tied to the warranty terms which they seem to be following. Their offer seems very reasonable to me.