LG 4k 55" Has a Permanent Horizontal Blue Line after 1 Year 2 Months - LG Wont Even Consider Replacement

hixx101 on 23/03/2018 - 18:26

Hi

the title pretty much sums it up, a technician has been out and deemed my LG 55" display faulty, LG will only offer to take the unit away for a screen replacement.

I'm under the understanding under ACL that I should be able to request a working replacement for a major failure within such a short period (1 year 2 months), for a TV over $1300

I would love any feedback on what to do as the representative over the phone pretty much said to go to the ACCC and wouldn't let me speak to someone higher up.

I haven't gone back to JB hifi (place of purchase) yet to see if they can offer a credit or similar replacement

(i'm not asking for better just the same or equivalent unit)

Thanks

Entertainment

closed Comments

  • eggles01 on 24/03/2018 - 23:06
    -1

    first go to jb hifi if that is where you purchased I am not sure now but around 4 yrs ago I purchased refurbished 42in from them and the sales person that I was dealing with told me the set only had 1 yr factory warranty but he also told me that JB HIFI also had a free further 1yr warranty on the tvs they sell so I had a 1yr manufacturers warranty and when that expired the free JB HIFI kicked in for the next year,if that has changed you can contact Dept Fair trading and explain it to them as most if not all electronics also had a "Consumer Satisfaction Warranty" or a "Consumer Warranty",so try JB first then if no help contact Dept Fair Trading and have a talk to them,if you wanted to do before you go to JB or Fair Trading try calling LG and ask them about the about the Consumer Warranty,I purchased a 2003 commodore wagon from a car sales in NSW around 15 months ago and when I took it for an ACT roadworthy it was not passed as it needed engine mounts 2 tyres and a few other small problems and I got in touch with Fair Trading and the woman on the other end told me to get in touch with the auto dealer and see what he had to say or offer and he returned email saying it was my problem as the vehicle had no warranty of any sort as it was sold to me for $2975 $25under the $3000 price that called for a warranty at point of sale and I returned email to him asking about the Consumer Warranty he asked for my bank details and the next day he deposited $600 into my bank account without any argument,cheers

  • picklewizard on 24/03/2018 - 23:34
    +5

    Christ, people couldn't be interpreting ACL more incorrectly. There's one of these threads every week now.

    YOU ARE NOT ENTITLED TO A REPLACEMENT AFTER MORE THAN A COUPLE OF WEEKS TO MONTHS. 14 months isn't a 'short period' of time. It's a long period of time. You've had 14 months of reliable use, it's failed, and you expect a brand new unit? Why?

    You are fully entitled to a repair. Get it repaired.

    • solidussnake on 25/03/2018 - 11:26
      +1

      Probably thinks the same about new cars lol

    • 2024 on 26/03/2018 - 09:56

      Simply Not true.

      https://www.accc.gov.au/publications/electrical-whitegoods-a…

      I fact if it does take too long to repair op is entitled to refund or replace. It's their choice.

      A major fault and it's up to the consumer what remedy they want.

      A minor fault can become major if the repair time is not reasonable.

      I had an Samsung monitor. It had lines on the screen. What I considered a minor fault. It was 2.5 years old. I sent it away and they repaired it. The screen returned to me with a different fault. I sent it away again. I called them up and pointed out fair enough it was a minor fault initially, but according to the ACL if it can't be fixed in a reasonable time it becomes a major fault. Because I had been without the monitor for a month they agreed it was now classified as a major fault and refunded me the full purchase price.

      Nokia phone from Harvey Norman. Same story. It was a minor fault but their delay in fixing it turned it into a major fault and I got a refund.

  • berry580 on 24/03/2018 - 23:45
    +9

    hixx101, you've used the TV for over a year already, it's broken down and LG has agreed to fix it for you free of charge. Sounds like a win to me.

    Now you're trying to milk it by taking advantage of the situation with your twisted interpretation of the ACL and blackmail LG for a new TV.

    You'll have a higher chance to win an audition to act in a real life 'Despicable Me' movie as lead actor.

    • iDroid on 25/03/2018 - 01:34
      +2

      You'll have a higher chance to win an audition to act in a real life 'Despicable Me' movie as lead actor.

      So there's a chance?

      • berry580 on 25/03/2018 - 09:22

        That's the point ;)

    • ninetyNineCents on 25/03/2018 - 19:36

      and why shouldnt our friend use the law to his/her advantage ?

      You can be sure if things were reversed and our friend was at a disadvantage for a minute detail, LG would tell him to go jump.

      • berry580 on 25/03/2018 - 22:56

        OP asked from ozBargainer's opinion on the matter, and as an ozBargainer, I am giving him my honest opinion that he's trying to draw blood from a rock.

        Do you honest believe he's entitled to have the TV replaced altogether given the context?

  • Geryatric on 25/03/2018 - 02:47
    +3

    Your not entitled to a replacement. LG will fix the screen.

  • bad hombre on 25/03/2018 - 07:59

    I was in Brisbane City JB Hifi last week and the guy in the TV section mentioned to me they cover warranty claims for 3 years under ACL. I don't have this in writing but it was mentioned, they didn't even try offering a "extended warranty". I ended up buying the TV from Indooroopilly JB Hifi and again no offer of an "extended warranty".

    • ninetyNineCents on 25/03/2018 - 19:37
      +1

      Extended warranties are a con, and shouldnt be allowed as they are basically false advertising.

  • chumlee on 25/03/2018 - 08:34

    Hey OP.

    JB automatically offer another year on top of the manufacturer warranty (& a 3 year warranty over $3K) so contact JB and they will replace or repair it.

  • solidussnake on 25/03/2018 - 08:40
    +5

    Ex JB TV salesman for 5 years here,

    1. LG have offered to replace the panel straight away (Wait time 1-2 days)
    2. Taking it back to JB which will send it to LG to get assessed and probably told by LG they will replace the panel and send back to JB Hifi (2-8 weeks)
    3. JB Hifi will not replace it when they can repair it as its outside the Manufactures warranty. JB doesnt want be stuck with a 13 month second hand panel to try and sell…..
    4. This is COMMON on all panels especially in big Sony tv's so I dont know why you are complaining
    • Finde on 25/03/2018 - 11:44
      +2

      My Sony had the same issue except a red line across the screen.
      JB sent it off for repairs and it took 6 weeks to get it back.

    • chumlee on 25/03/2018 - 13:09

      An employee who deals with ACL on a daily basis here,

      If this is COMMON then they should not be sold. A TV needs to be fit for purpose and lasting just over 1 year is not acceptable and this is why JB themselves provide free additional warranty

      • solidussnake on 25/03/2018 - 13:13

        Christ it doesnt sound like it.

        The free warranty you talk of is your rights as a consumer ffs the expected life of a product..

        Its a fault that can happen to all brands of tv led lcds plasma and oled are you saying we shouldn't sell tvs anymore then ?

        • chumlee on 25/03/2018 - 13:21

          I have a sony and no problems. My neighbour has a sony and no problem. Family members of mine have had no issues with their Tv's so how common is it then?

          If it's as common as you say then you are saying we should only expect a tv to last a year or so? Why would anyone want to spend $3K to $5k on a tv then??

        • solidussnake on 25/03/2018 - 13:25
          +1

          @chumlee: Yeah cool mate..

          Again over the 5 years of working there the small percentage of tv's I saw go back away for warranty most were dead lines through the screen.. Some TV's last 1 year some last 10-15 its the luck of the draw as everything is mass produced these days so the quality isnt there anymore like Panasonic used to make their TV's in Japan where the cheaper ones were in the Philippines etc.

          You are paying more for better picture quality, motion rate, type of screen used

  • [Deactivated] on 25/03/2018 - 13:15
    +2

    Screen replacement is perfectly reasonable.

    They should be organising pick up from your house as it's a bulky item, at cost to them. This could even include wall demount/remounting (if it's wall mounted), or tabletop installation if it's tabletop.

    You're only entitled to a refund (opposed to refund, repair or replacement) if it's a major flaw, ie a design flaw. This isn't a design flaw, it's simply a defective unit.

    May be worth trying seller, they'll more than likely just send it away for replacement anyway (as you would) but might offer you one straight away and do that in their own time.

  • [Deactivated] on 25/03/2018 - 13:34
    +1

    I'm struggling to see the issue. They need to repair or replace. They've offered to repair have they not? Seems LG is fulfilling their duties you just don't want to be TVless for a few weeks, which I get but things breaking and needing to go away for repairs is an inherent risk you take with every object you've ever purchased. A TV isn't a necessity that you'll die without for a few weeks so I don't see why they should be obligated to provide an on the spot replacement after 13 months. It wasn't DOA.

    Should LG not be allowed to inspect the unit and make sure its not from damage you've caused?

    • hixx101 on 25/03/2018 - 15:23

      they did "inspect" the unit which was the repairer coming out and taking 3 photos (which i had already uploaded) and then sat in his car listening to music on my driveway for about 30 mins

      oh and then he forgot to upload to report to LG for a week haha

      • [Deactivated] on 25/03/2018 - 16:11
        +1

        Ah i missed that the repairer was an LG rep. Assumed he was a sparky. Although all the more reason I'm confused by what his issue is. It's been officially inspected. It's deemed to have a fault that they will fix under warranty. Where's the issue?

  • dlakers3peat on 25/03/2018 - 13:52

    Go back to jb hifi. They offer 2 years warranty on all their tv's sold through them…know from experience. Had a samsung tv more than 12 months old they replaced it free of charged. My tv could not be repaired though.

  • shadowarrior on 25/03/2018 - 17:32
    +1

    Good luck trying to get any actual help from ACCC (ACL) if the seller or manufacturer refuses to play party :)
    Source: Personal experience from ACCC reply not even a week old.

    For your information, regardless of any intervention relating to your complaint including whether or not enforcement action is deemed appropriate, the Office of Fair Trading has no legislative basis that allows us to order the Trader to do a refund and must rely on the trader’s willingness to offer a settlement. You may need to seek independent legal advice as to your options if the matter is not resolved satisfactorily.
    Under the law that governs the general marketplace, OFT cannot make official judgements like a court or judge. Nor can we force the trader to do a refund. Contractual disputes between consumers and traders may be brought an appropriate court or tribunal where matters can be independently determined.
    In this regard, if the outcome of this assessment does not meet your expectations, you may wish to lodge a claim with the Queensland Civil and Administrative Tribunal (QCAT) where matters in dispute between consumers and traders, for amounts up to $25,000, can be heard.
    QCAT can be contacted by telephoning 1300 753 228 in Brisbane or your local courthouse. More information can be viewed at website http://www.qcat.qld.gov.au/matter-types/consumer-and-trader-…. Alternatively, you may wish to seek independent legal advice about the options available to you.
    There are a number of ways to obtain legal advice. The following are several organisations that provide free legal advice for eligible people. Each organisation can advise you of their particular eligibility rules.

    • ninetyNineCents on 25/03/2018 - 19:38
      +1

      This is true, FT can only basically mediate, they have no authority to order anything.

    • payless69 on 25/03/2018 - 22:29

      it is a civil matter between the abn who sold it to you and yourself the original purchaser. State courts have pretty well zero jurisdiction anyway. Since they have offered you a solution it is up to you to be proactive, either tell them in writing what you expect and await their response. They even have the right to fit a refurbished part if deemed to be of same value and that is going to be hard for you. The more you sulk the less you are going to get. The ACCC might ad it to the statistic if you leave a written complaint and they are very busy but when they get a long list of a troublesome trader they will come down hard.
      Consider how much you paid off retail and how speedy they offered a solution the ball is in your court, take it or loose it all and nobody is going to be sorry for you

  • DarkOz on 25/03/2018 - 20:27

    No idea why a screen replacement is not suitable and accepted by the OP.

  • Xiaomi on 25/03/2018 - 20:32

    They offered to fix you. You're just being greedy.

  • elgrande on 25/03/2018 - 20:59

    Were you watching "the thin blue line" ?

  • JimmyF on 25/03/2018 - 21:09

    I'm under the understanding under ACL

    No you understand wrong.. This is perfectly fine under ACL rules

    LG will only offer to take the unit away for a screen replacement.

    so

    (i'm not asking for better just the same or equivalent unit)

    Well you kinda area, as they offered to repair your unit. Which will mean you'll get the 'equivalent' to what you have today, but you don't want that. So clearly you want something better.

  • bitambitious on 25/03/2018 - 21:21
    +1

    lost some brain cells reading this -.-

  • GAM3GURU on 25/03/2018 - 22:32

    LG’s whole warranty/support system is dodgy as hell. I recently contacted them as I was looking to purchase a gaming monitor and I wanted to find out their ‘Pixel Policy’ with regards to the 3 year warranty they offer. After 5 emails, several calls and an escalation to a Case Manager, I could not get them to tell me what they even consider a ‘fault’ to be! Their stance is that a technician needs to make that decision after the issue occurs, which basically renders their manufacturer warranty as useless, since a consumer doesn’t even know what they are covered for before they purchase the item. I took the stance that this sort of behaviour was deceptive and misleading and the person I spoke to at Consumer Affairs Victoria agreed with me and gave me the ACCC’s contact details to make a formal complaint. I did so and I’m waiting to hear back. What is most worrying is that, while LG Australia doesn’t have a ‘Pixel Policy’ and try to avoid any admission to what is considered a ‘fault’, their counterparts overseas do and very likely these polices are how monitor faults are measured. But not having such a Policy, they are misleading and being deceptive to the typical Australian Consumer who see 3 years parts and labour warranty and thinks they have peace of mind for that period, which isn’t necessarily the case. That said, Australian Consumer Law over-rides any such warranties, but when you speak to support, they try their best to either convince you that you have no rights outside the warranty period or that they’re doing you a favour for a unsatisfactory solution. If they’re offering to repair your TV, I’d take the win and refuse to purchase LG products in the future. It will cost you more in time and money to try and take it to a tribunal. I was totally disgusted with their attitude and so I did something about it. I made a formal complaint to the ACCC and there is no way in hell I will be purchasing LG products again. The best way to stop this kind of behaviour from companies like LG Australia is to stop purchasing their products and go with a more reputable company. In my case, I went with an Alienware (Dell) monitor because their ‘Pixel Policy’ was up front and from what I’ve discovered, warranty issues are handled well, usually a replacement within a couple of days. Anyhow, that’s my rant for the day. Good luck with trying to get your replacement TV, hopefully LG/JB will come to the party and sort you out.

  • ozzpete on 26/03/2018 - 00:19

    It would be likely same or similar tv wouldn't be available after 14 months. Tbh, the way technology changes from year to year, its unlikely LG would have 14 month old stock like this sitting around, and the latest model is probably a significant upgrade.
    Also, my general understanding of the way consumer law changed on things like this, is that if you paid for a high end item, you should reasonably expect it to last quite a long time. $1300 for 55 inch TV seems mid-range, or cheap-model, to me.
    It would be nice if they give you the upgrade, but I wouldn't bother argueing with them if they refuse.
    As long as they are repairing the tv you have with a new screen installed, new warranty I guess, and as long as you aren't without a tv for too long.

    • petry on 26/03/2018 - 11:35

      14 months - nothing similar - what?

  • DiscoJango on 26/03/2018 - 09:22
    -1

    Op is the type of person to go to macca's, buy the cheapest $1 burger, eat 95% of it and then try to return it saying it wasn't cooked

    • petry on 26/03/2018 - 11:35

      personal attack trolling off topic get lost

  • ruddiger7 on 26/03/2018 - 10:04

    I have that exact problem. LG 55" 4K TV only about 18 months old if that, still at the repairers. We thought they would provide a new TV especially considering the model isn't worth much anymore but they have insisted on repairing and replacing the screen. Pretty lousy post-payment support too, had to call them last Friday to follow up and the TV had been sitting there for days after being repaired.

  • petry on 26/03/2018 - 11:30
    +1

    This thread has been jacked by retailers and service units.

    This site by allowing this is no different to cricket Australia…..

  • Moderatorscrimshaw on 26/03/2018 - 12:00

    OP has indicated they have received enough info for resolution. Thread now closed.

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