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

Aylesbury_Duck

realdannys said:

Aylesbury_Duck said:

realdannys said:

Any thoughts to this? Obviously they're not going to do anything - and I assume any small court claim I start is going to take 6-8 months at least. In which time i've got a TV that's very annoying to watch.

I suppose if I want a fairly quick resolution and some chance to reclaim money my option is to pay for the repair "under duress" and then try and claim it back via the small claims court?

Would that work?  You'd be simultaneously agreeing to a charged-for repair, inviting them to collect your TV and repair it and then claim you're paying "under duress".  You're either agreeing to the repair, or not.

A quick resolution is to pay for the repair, but I wouldn't do that in your position.  If you want to exercise your consumer rights, then send them a letter before action.  It may stimulate a different response but if it doesn't, you'll need to see it through to court action to get the resolution you want.

It was something i'd elsewhere that if you're forced to pay, make sure you make our you're paying under duress and that you don't agree to the payment - then you attempt to reclaim it later.

It probably does harm you - it's just I know going through small claims previously has taken 6-8 months just to get a court date...and which point i've watched a TV with a line down the middle for a long time. 

It's annoying really - I think the moral of the store might be, buy from Richer Sounds and take advantage of their warranty even if it's more expensive. I suspect i'd have had this fixed now. It's daft I get 5 year warranties with SSDs that cost £100, but LG want me to pay £660 to repair a TV that cost almost £4000 an developed a fault after less than 18 months.

That sounds like a quite different scenario, e.g. when you've been billed for work done that you're not happy with or which is incomplete.  In this case you're not being forced to pay, you're voluntarily handing over the TV for a known service at a known price.  I'm not sure that would be reclaimable, unless the repair proved to be inadequate, of course.

photome

realdannys said:

Aylesbury_Duck said:

realdannys said:

Any thoughts to this? Obviously they're not going to do anything - and I assume any small court claim I start is going to take 6-8 months at least. In which time i've got a TV that's very annoying to watch.

I suppose if I want a fairly quick resolution and some chance to reclaim money my option is to pay for the repair "under duress" and then try and claim it back via the small claims court?

Would that work?  You'd be simultaneously agreeing to a charged-for repair, inviting them to collect your TV and repair it and then claim you're paying "under duress".  You're either agreeing to the repair, or not.

A quick resolution is to pay for the repair, but I wouldn't do that in your position.  If you want to exercise your consumer rights, then send them a letter before action.  It may stimulate a different response but if it doesn't, you'll need to see it through to court action to get the resolution you want.

It was something i'd elsewhere that if you're forced to pay, make sure you make our you're paying under duress and that you don't agree to the payment - then you attempt to reclaim it later.

It probably does harm you - it's just I know going through small claims previously has taken 6-8 months just to get a court date...and which point i've watched a TV with a line down the middle for a long time. 

It's annoying really - I think the moral of the store might be, buy from Richer Sounds and take advantage of their warranty even if it's more expensive. I suspect i'd have had this fixed now. It's daft I get 5 year warranties with SSDs that cost £100, but LG want me to pay £660 to repair a TV that cost almost £4000 an developed a fault after less than 18 months.

Buying TV from Richer sounds or John Lewis is Always a good choice due the the gtee they provide. I wouldnt buy from anywhere else….

visidigi

realdannys said:

Ok so I wrote back to them with something similar to what ArbitraryRandom said:

I'd wait for others to chip in, but I'd be inclined to reply with something like: 

Dear Lewis, thank you for your email. 

To clarify, I purchased a [Model name] television from you [LG.com/uk], on [Date]. The order details are as follows:

• Order Number: [Your order number]
• Date of Purchase: [Date of purchase]
• Product: [Model name]
• [Link to product if still available or attach a screenshot if on wayback machine]

I understand you are offering me a warranty repair for a fee, however, as stipulated by the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If a product fails to meet these criteria, consumers have the right to request a repair or replacement for a period of not less than 6 years - these rights cannot be removed or modified by the terms of a warranty. 

I kindly request that you confirm the details of my purchase and that, as a consumer in the UK, I am entitled to the protections outlined by the Consumer Rights Act for faulty goods. If you do are unable to agree, I would appreciate you confirming specifically why this you believe this to be the case or escalating the issue within your organisation to someone who may be able to assist me. 

And their replay they sent is this:

Good Afternoon Daniel, 

As per your Consumer Rights, if your product fails within the manufacturer warranty period then you will be entitled to a free of charge repair. 

However, as the fault you have reported has developed outside of the warranty period, LG are unable to provide you with a free of charge warranty repair service. 

Due to the age of your unit, we would like to offer you support in resolving the fault and we offer a repair service for chargeable fee to repair the unit outside of the warranty period under the 5-year panel warranty. If the unit is repairable then a repair must be the first point of resolution. If the unit is deemed beyond repair, LG will be happy to investigate this further and see what options we can provide to resolve your complaint.

If you are unhappy with this response, I would advise you to seek advice from trading standards or your local ombudsman and we would be happy to discuss this further. 

Kind regards,

Lewis | LG Shop Team Manager

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Hang on. Lewis thinks that your consumer rights only apply during the warranty period? Ask him to show you where in the CRA that appears.