LG refusing to honour promotion

skymole

LG had a promotion - in fact they still do..
They offered a free monitor when you purchased an LG Gram 17" Laptop.
It is easiest to explain if I provide the URL: https://www.lg.com/uk/laptops/gram/pto-17zad7a-asda1/

I tried to buy this bundle, but it seemed unclear as to whether the bundle was added to the basket or just the Laptop.

On two occasions I contacted their sales support via their web chat.
I provided them with the URL link and asked for confirmation that the monitor was included for free when purchasing the Laptop. They confirmed that it was on both occasions.
I then explained that there was no clickable link for the bundle and asked if the free monitor was automatically included when you purchased the laptop.
The Sales Support Agent replied "Yes, Auto Included"

I had already searched for the product code of the bundle on their product search and nothing came up.

Also the product code was the last part of the web URL of the page where I bought the laptop.

Based on the information I was given, I bought the Laptop.
I also cancelled an order for a cheaper option on the laptop from a different vendor based on the advice I had been given.

When the Laptop arrived, the free monitor was not included.

I contacted LG and explained the position.
They informed me, contrary to what their agent had told me that I had ordered the wrong product. Even though this was the only option available to select for purchase on  the promotion page.

I provided them with the copy of the web chats and the screenshot of the original promotion in addition to demonstrating that the link still does not provide an option to select a product with the corresponding code.

The code is shown here on the offer page: 

1. Home
2. Laptops
3. Laptops
4. PTO-17ZAD7A.ASDA1

But not clickable..

This is a copy of the chat: 

Thank you for filling out the form. How can I help you today?

‎1:33 PM

 

Hi I just want to confirm this offer includes the free portable display

‎1:33 PM

 

https://www.lg.com/uk/laptops/gram/pto-17zad7a-asda1/

‎1:34 PM

 

 

yes it does

‎1:35 PM

 

It's just that there doesnt seem to be a way of clicking on a link for both - so I presume by selecting the laptop that the monitor is automatically included

‎1:35 PM

 

 

yes auto included

‎1:36 PM

 

Great thanks

I was wondering if anyone here knows if I can force them by way of an MCO to provide the free monitor?

The problem is also that I can no longer get the cheaper offer from the previous supplier because the price has gone up by £500.00

Any advice appreciated
Many thanks

DullGreyGuy

That page is for an out of date offer, speaking to one of their live chat people it finished ages ago. You can see there is a problem because there is no Buy Now button on the page like there are for other current offers. If you add another current bundle to your cart and go as if to checkout it clearly states it's a TV and Soundbar (for example). 

Where did you get the link from? Did that provide you with an expiry date?

You will be very hard pushed to get anything than a full refund but if you want to try then to start with read the T&Cs about limits on liability. 

skymole

DullGreyGuy said:

That page is for an out of date offer, speaking to one of their live chat people it finished ages ago. You can see there is a problem because there is no Buy Now button on the page like there are for other current offers. If you add another current bundle to your cart and go as if to checkout it clearly states it's a TV and Soundbar (for example). 

Where did you get the link from? Did that provide you with an expiry date?

You will be very hard pushed to get anything than a full refund but if you want to try then to start with read the T&Cs about limits on liability. 

Hi thanks for your reply
They seem to have changed it since yesterday because it has reverted to the old price.
But until yesterday the new price updated with the offer.

It was just a google search for LG Gram 17 and it was the top hit.
According to their Sales Support Chat the offer was valid and as they said included when the link was clicked..

Anyway you have probably answered my question - I don't really want to waste time on this unnecessarily..
Many thanks