£4000 OLED TV develops serious fault after 18 months - £660 repair.

RefluentBeans

https://www.lg.com/uk/tncs/terms-of-sale-consumer/ 

That is LG’s current terms of sale. I would probably speak to them (as you said you purchased directly from LG’s web store) before going down the legal route. What is a 5 minute phone call/web chat could clear the whole situation up. 

Explicitly on these terms are:

We collaborate with Digital River to perform many of the services related to payment processing, including card processing, disbursements, currency exchange, identity verification, fraud analysis, and regulatory compliance. (“Third Party Service”). By using a third-party service, you may also be subject to an agreement with the third party. See Digital River Terms of Sale here.

To me this reads that there are separate terms for Digital River but they are in addition to the terms from LG. Digital River may provide logistics to LG in addition to payment processing. But that doesn’t mean your consumer rights change if the sale contract is by LG, but actually executed by a third party.

You haven’t said that you’ve contacted LG (unless I’ve missed it) but I would probably start there. If LG refuse to help, then ask them why. If they say that there isn’t a sales contract between you and LG then you have leverage against Digital River. 

born_again

 I purchased a nearly £4000 TV directly from LG's web store.

That is where you need to be going.
Forget the invoice stating DR. As they are just the payment processer & handle the logistics (possibly) for LG.

sheramber

RefluentBeans said:

https://www.lg.com/uk/tncs/terms-of-sale-consumer/ 

That is LG’s current terms of sale. I would probably speak to them (as you said you purchased directly from LG’s web store) before going down the legal route. What is a 5 minute phone call/web chat could clear the whole situation up. 

Explicitly on these terms are:

We collaborate with Digital River to perform many of the services related to payment processing, including card processing, disbursements, currency exchange, identity verification, fraud analysis, and regulatory compliance. (“Third Party Service”). By using a third-party service, you may also be subject to an agreement with the third party. See Digital River Terms of Sale here.

To me this reads that there are separate terms for Digital River but they are in addition to the terms from LG. Digital River may provide logistics to LG in addition to payment processing. But that doesn’t mean your consumer rights change if the sale contract is by LG, but actually executed by a third party.

You haven’t said that you’ve contacted LG (unless I’ve missed it) but I would probably start there. If LG refuse to help, then ask them why. If they say that there isn’t a sales contract between you and LG then you have leverage against Digital River. 

fROM 1ST POST

LG the manufacturer doesn't even seem to be aware of Digital River. In fact, I sent them my invoice which says "Digital River" at the top and they told me I didn't buy it from LG but from Digital River.

born_again

Perhaps OP would like to post a link to the site purchased from?

eskbanker

born_again said:

Perhaps OP would like to post a link to the site purchased from?

See first page!

realdannys said:

the_lunatic_is_in_my_head said:

Did you buy from here OP:

https://www.lg.com/uk/

That's right yes.

born_again

Thanks. As not posted by OP, missed it.

Can't see how LG are not aware of DR. Unless it was staff member who does not know. As making a purchase. You have to agree to T/C which are all DR based.

realdannys

born_again said:

Thanks. As not posted by OP, missed it.

Can't see how LG are not aware of DR. Unless it was staff member who does not know. As making a purchase. You have to agree to T/C which are all DR based.

When you speak to them you're speaking to customer relations in a different country and they appear to be acting as the manufacturer not the seller.

They asked for proof of purchase so I sent the invoice I got from them and they told me that I hadn't bought it from them but from Digital River (not that confidently, she just said "the invoice says you bought from somewhere called Digital River). I told them I had bought it from lg.com and they just seemed confused.

So we've got a case where they just both wash their hands of it and say the other one is responsible. LG just give you the manufacturer warranty no matter who you escalate it to and say it's £660.

realdannys

I've sent a similar email as to Digital River to the LG email address in their terms of sale, we'll see what they say but I wouldn't be surprised to find it ignored, bounce back or be referred to the manufacturer warranty again.

ArbitraryRandom

realdannys said:

born_again said:

Thanks. As not posted by OP, missed it.

Can't see how LG are not aware of DR. Unless it was staff member who does not know. As making a purchase. You have to agree to T/C which are all DR based.

When you speak to them you're speaking to customer relations in a different country and they appear to be acting as the manufacturer not the seller.

They asked for proof of purchase so I sent the invoice I got from them and they told me that I hadn't bought it from them but from Digital River (not that confidently, she just said "the invoice says you bought from somewhere called Digital River). I told them I had bought it from lg.com and they just seemed confused.

So we've got a case where they just both wash their hands of it and say the other one is responsible. LG just give you the manufacturer warranty no matter who you escalate it to and say it's £660.

I've been reading this quietly in the background... but if I'm wondering if I'm missing something...? 

The terms on the site are here and seem to include a 03 telephone number, a UK address and a UK email address: https://www.lg.com/uk/legal/  

When you placed the order, did you get an order confirmation, dispatch notice or order number from the web-store? 

Because if you do then I'd suggest emailing their UK address (or writing to them) and providing those emails as proof of purchase (not the invoice).

rbn

I tried to find a copy of the terms and conditions for sales from early 2022 using https://web.archive.org but wasn't able to. However, the privacy policy from January 2022 can be seen at https://web.archive.org/web/20220110163006/https://www.lg.com/uk/privacy.

It includes this:

• If you purchase products through the Sites from Digital River Ireland Limited, you will be providing personal data to us (which we may need to share with Digital River Ireland Limited) and directly to Digital River Ireland Limited. Personal data provided directly to Digital River Ireland Limited, such as billing information, will therefore be subject to their privacy policy and terms and conditions for sale.