LG G5 55 Inch Oled TV Panel Issue

LiverpoolGuy92

In December 2025 I had a TV delivered that was ordered direct from LG. We have a partner account through a medical scheme at work. This was for a garage conversion not happening until Jan to be wall mounted. 

Box was undamaged on arrival and was supposed to come with free wall mount fitting. Delivery company just dropped off the TV and left. We put the TV in a safe space but did not check for any damage assuming everything was fine. It has never been touched since. 

On opening the box to wall mount yesterday screen and TV looked visibly fine. However when turning on the TV image does not work. Screen is all black and power light is on then after a few seconds a flicker of white light in a line from top to bottom of the TV appears then disappears near the left side of the TV.

On extremely close inspection with a flashlight in the bottom left of the screen there is a hairline scratch. You cannot feel this with your finger and looks internal. 

The TV comes with a panel warranty, but LG are making out like this would be voided because the "screen is damaged with the scratch".

Just to stress this has not happened from us. TV has barely been touched and has been handled from our side with care. There is also no damage anywhere else on the TV back, sides, corners etc.

How should I go about pursuing this. I would not expect a TV panel to not work at all within 2 months of purchase when never used. 

Images below. One of TV without flashlight (unable to see scratch), one with flashlight on (scratch now visible) and one of the TV image when turned on with the flash. 

Any help would be appreciated. Thanks

TimeLord1

Can't you go through the partner account medical scheme and ask them for some help? I'm sure if they're doing a fair amount of business that they can help. The Consumer Rights Act is the way to go, but you need to prove that the initial delivery was missing items and broken or defective ASAP.

Consumer Rights Act 2015, since the fault appeared within the first six months of purchase, the law assumes the fault was present at the time of delivery.

Detail_Merchant

From https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

If something's faulty – in other words it breaks the SAD FART rules – returning it speedily is crucial.

• Within 30 days.

  You can usually still get a full refund due to what's called your 'short-term right to reject'. After that only expect exchange, repair or part-refund.

• Within six months.

  The shop must prove goods weren't faulty when they sold them – after that, you must prove they were.
  
  

Also, from lower on that page, under "Act as soon as possible":

Complain the instant you realise there's a problem. The longer it's left, the more likely you'll lose your rights.

The longer it's been and the less durable the item, the harder it'll be to fight for a full refund. Yet whatever you request, the retailer must sort it within a 'reasonable' time. So while two weeks to fix a car brake fault is acceptable, two weeks to clean it isn't.

What if you've taken longer to return the goods?

If you take longer than 30 days to return the item, you'll have to choose between a repair or a replacement. The retailer can veto either though if it's impossible to carry out a repair or the cost of a replacement is much higher than that of a repair.

If the item is still dodgy after just one attempt at a repair or replacement, the repair or replacement isn't possible or it hasn't been carried out quickly enough you're then entitled to ask for a refund – this could be the full amount within the first six months, or otherwise is likely to be a partial refund.

JSmithy45AD

That's not a scratch, it's a crack in one the inner substrates. You've perhaps confused things telling them it's a scratch.