LG cant/wont resolve OLED TV issue

Ivegotaquestion2

Bit of a long story but paraphrasing :

April 2024, purchased LG oled TV and sound bar from Currys (yes I know!)
After 2 weeks soundbar stopped working correctly and Currys replaced.

The problem being the soundbar connected to HDMI(ARC) will not turn on/off with the TV. If the soundbar is powered on while connected, the TV recognises it and automatically switches to ARC sound out yet no sound is emitted from soundbar. Also the magic remote will not operate any connected devices (DVD player/soundbar/firestick)

Few weeks later sound bar stops again. Currys not interested as over 30 days. LG customer services diagnose faulty soundbar and take away for repair.
Couple weeks later soundbar returns - still not working.

LG diagnose faulty remote control and send replacement -  soundbar still not working.

LG then arrange for an engineer to visit me. When he turns up he has a replacement main circuit board and a bluetooth module supplied by LG. He did say there is a power circuitboard as well but that was not supplied. The parts are fitted and the soundbar still not working.
Engineer makes another visit bringing his own soundbar. That doesn't work when connected to the TV.

LG then diagnose a faulty soundbar and collect it for repair. It arrives back still not working.
Lg then diagnose a faulty soundbar but uneconomic repair so issue an uplift letter for Currys to replace the soundbar which they duly do.
The new soundbar doesn't work with the TV.

Today, now late December,  LG diagnose a faulty soundbar and as its within 30 days I should return it to Currys and they also diagnose a faulty remote control and "a member of the customer service team will reach out to you with the recommended course of action, within 2-3 working days."

I connected this new soundbar to a different TV (still LG) and it works as it should.

I have suggested more than once to LG that the TV should be replaced and they flatly refuse to acknowledge it could be the TV. 


What should I do now?  I'm presuming the Consumer rights act is my course of action but is that with Currys or LG customer services? I cant imagine Currys wanting to assist some 8 months later.

For the record if I end up with a correctly working TV/soundbar combo I will be happy as when it did work correctly for a short while it was brilliant.. They cannot say I'm being unreasonable! 

Undervalued

Ivegotaquestion2 said:

Bit of a long story but paraphrasing :

April 2024, purchased LG oled TV and sound bar from Currys (yes I know!)
After 2 weeks soundbar stopped working correctly and Currys replaced.

The problem being the soundbar connected to HDMI(ARC) will not turn on/off with the TV. If the soundbar is powered on while connected, the TV recognises it and automatically switches to ARC sound out yet no sound is emitted from soundbar. Also the magic remote will not operate any connected devices (DVD player/soundbar/firestick)

Few weeks later sound bar stops again. Currys not interested as over 30 days. LG customer services diagnose faulty soundbar and take away for repair.
Couple weeks later soundbar returns - still not working.

LG diagnose faulty remote control and send replacement -  soundbar still not working.

LG then arrange for an engineer to visit me. When he turns up he has a replacement main circuit board and a bluetooth module supplied by LG. He did say there is a power circuitboard as well but that was not supplied. The parts are fitted and the soundbar still not working.
Engineer makes another visit bringing his own soundbar. That doesn't work when connected to the TV.

LG then diagnose a faulty soundbar and collect it for repair. It arrives back still not working.
Lg then diagnose a faulty soundbar but uneconomic repair so issue an uplift letter for Currys to replace the soundbar which they duly do.
The new soundbar doesn't work with the TV.

Today, now late December,  LG diagnose a faulty soundbar and as its within 30 days I should return it to Currys and they also diagnose a faulty remote control and "a member of the customer service team will reach out to you with the recommended course of action, within 2-3 working days."

I connected this new soundbar to a different TV (still LG) and it works as it should.

I have suggested more than once to LG that the TV should be replaced and they flatly refuse to acknowledge it could be the TV. 


What should I do now?  I'm presuming the Consumer rights act is my course of action but is that with Currys or LG customer services? I cant imagine Currys wanting to assist some 8 months later.

For the record if I end up with a correctly working TV/soundbar combo I will be happy as when it did work correctly for a short while it was brilliant.. They cannot say I'm being unreasonable! 

Your legal rights are with the retailer, Currys. As you have had the product for more than six months you will need to show, usually by a independent expert report, that the fault is inherent and not due to damage or misuse.

Any warranty offered by LG is over and above your basic legal rights and is offered on whatever terms and conditions are set out in the paperwork. They can have pretty much any terms and conditions they like but whatever was offered must be honoured, providing you have complied with the rules.

Okell

So when the sound bar stopped working the second time (after currys had replaced it the first time) was that still within 6 months of purchase?

If it was, you were legally entitled to a full refund after the first replacement failed.  Currys telling you that it was ouside 30 days and therefore they could do nothing is a load of bolleaux.

If you have proof that this second failure of the sound bar was witin 6 months of purchase, and that currys fobbed you off with a load of nonsense within that 6 months, you should go back to currys and complain to them that they had deliberately misled you as to your statutory consumer rights and that you now retrospectively want a full refund.

See what they say...


[Edit:  the relevant points of law are in sections 19(14), 24(5)(b) and 24(10) of the Consumer Rights Act 2015]

Ivegotaquestion2

Okell said:

So when the sound bar stopped working the second time (after currys had replaced it the first time) was that still within 6 months of purchase?

If it was, you were legally entitled to a full refund after the first replacement failed.  Currys telling you that it was ouside 30 days and therefore they could do nothing is a load of bolleaux.

If you have proof that this second failure of the sound bar was witin 6 months of purchase, and that currys fobbed you off with a load of nonsense within that 6 months, you should go back to currys and complain to them that they had deliberately misled you as to your statutory consumer rights and that you now retrospectively want a full refund.

See what they say...


[Edit:  the relevant points of law are in sections 19(14), 24(5)(b) and 24(10) of the Consumer Rights Act 2015]

Thanks. Yes the second failure was within 6 months. My issue is I don't think the sound bar is faulty, I believe it's the TV. So don't want to purse Currys for a replacement of that item. LG are being complete dicks. I'm not sure how I can demonstrate to Currys that I need the TV replacing as well.
LG are supposed to be contacting me re the next move so I have to wait a few days more but an trying to plan what to do next if needed.

visidigi

The fact the engineers own bar still didn't work in your TV would immediately say its a TV and not a soundbar problem, what have LG said to that point?

Ivegotaquestion2

visidigi said:

The fact the engineers own bar still didn't work in your TV would immediately say its a TV and not a soundbar problem, what have LG said to that point?

"The fact that the engineer's soundbar exhibited the same problems only adds to the complexity of this issue."

That is a quote from the last email. It's like banging your head against a brick wall. All their correspondence is polite and apologetic but ignores my input on what's possibly wrong!

Lorian

Apologies technical rather than legal.
Are you using hdmi port 2.
Do you have simplink/CEC turned on in the hdmi options on the TV.

Ivegotaquestion2

Lorian said:

Apologies technical rather than legal.
Are you using hdmi port 2.
Do you have simplink/CEC turned on in the hdmi options on the TV.

lol yes believe me no stone has been left unturned ! thanks anyway for trying.

Alderbank

To simplify your first post:

• In April you bought a TV and a soundbar from Currys.
• LG have investigated and concluded that the soundbar is faulty but the TV is not faulty.
• You don't think the soundbar is faulty, you believe it's the TV.

Your consumer rights are solely with Currys and Currys know that. You have no rights with LG.
It's likely that Curry's will accept the manufacturer's investigation and replace the soundbar but not the TV. If the issue persisted I think they would simply tell you to return the soundbar for a full refund for it. They still won't replace the TV if LG say the fault is with the soundbar and on that evidence I don't think you would have a case to take them to court.

Your only option then would be to obtain an independent report that the TV does have an inherent fault somewhere in the HDMI port which has the eARC.   Armed with that, you could go back to Currys.

You do need that 3rd party report though as evidence.
Your evidence that you have presented so far, that 'LG are being complete dicks', would not be enough in court.

Ivegotaquestion2

Alderbank said:

To simplify your first post:

• In April you bought a TV and a soundbar from Currys.
• LG have investigated and concluded that the soundbar is faulty but the TV is not faulty.
• You don't think the soundbar is faulty, you believe it's the TV.

Your consumer rights are solely with Currys and Currys know that. You have no rights with LG.
It's likely that Curry's will accept the manufacturer's investigation and replace the soundbar but not the TV. If the issue persisted I think they would simply tell you to return the soundbar for a full refund for it. They still won't replace the TV if LG say the fault is with the soundbar and on that evidence I don't think you would have a case to take them to court.

Your only option then would be to obtain an independent report that the TV does have an inherent fault somewhere in the HDMI port which has the eARC.   Armed with that, you could go back to Currys.

You do need that 3rd party report though as evidence.
Your evidence that you have presented so far, that 'LG are being complete dicks', would not be enough in court.

Thankyou for the info, yes I realise dicks wont be a legally recognised term, I got a bit carried away!

Do you think the fact the newly replaced by Currys soundbar is working with other TVs would spur Currys to question LG's apparent stance on this? Would Currys refund a perfectly good item?
Trouble is I don't want a refund solely on the soundbar as that would still leave me with a TV that wont connect with an appropriate soundbar.

Okell

Ivegotaquestion2 said:

Alderbank said:

To simplify your first post:

• In April you bought a TV and a soundbar from Currys.
• LG have investigated and concluded that the soundbar is faulty but the TV is not faulty.
• You don't think the soundbar is faulty, you believe it's the TV.

Your consumer rights are solely with Currys and Currys know that. You have no rights with LG.
It's likely that Curry's will accept the manufacturer's investigation and replace the soundbar but not the TV. If the issue persisted I think they would simply tell you to return the soundbar for a full refund for it. They still won't replace the TV if LG say the fault is with the soundbar and on that evidence I don't think you would have a case to take them to court.

Your only option then would be to obtain an independent report that the TV does have an inherent fault somewhere in the HDMI port which has the eARC.   Armed with that, you could go back to Currys.

You do need that 3rd party report though as evidence.
Your evidence that you have presented so far, that 'LG are being complete dicks', would not be enough in court.

Thankyou for the info, yes I realise dicks wont be a legally recognised term, I got a bit carried away!

Do you think the fact the newly replaced by Currys soundbar is working with other TVs would spur Currys to question LG's apparent stance on this? Would Currys refund a perfectly good item?
Trouble is I don't want a refund solely on the soundbar as that would still leave me with a TV that wont connect with an appropriate soundbar.

If I've understood correctly, you have established that the "faulty" soundbar actually works with other TVs.  Is that correct?

Is there any way at all that you can establish that another soundbar - which works on another TV - doesn't work with your TV?

If you could do that I'd suggest it would be evidence that points pretty strongly at your TV being the problem and not the soundbar.

That might persuade Currys and if it didn't it might be enough to persuade a court...  Possibly...  Or possibly not - but it would help.