LG CX TV Warranty Claim: Part "Not in Stock" - No ETA

LOrazio on 24/03/2021 - 15:07
Last edited 01/04/2021 - 17:51 by 2 other users

Final Update: I was planning to just call the Good Guys this week but have been too busy. Impulse were never able to give me an ETA over email and I considered them a lost cause. But I got a call yesterday from them saying that they could come replace the panel today and they did. So all up about two and a half weeks since I put the claim in. Not the worst but not the best!

EDIT: I sent them a moderately stern email about my right to repair within a reasonable time frame, and that it should be pretty easy to replace the TV seeing as it's still in stock everywhere. Quickly got a reply saying they have emailed LG for an ETA and will get back to me tomorrow. We shall see..

I had my LG CX die on me after four months so I submitted a warranty claim with LG. They passed my info on to a local company which I guess they've contracted out to do their repairs and the company told me they'd be in touch to organise next steps. The company is "Impulse Audio Visual" in Melbourne.

After a week of no communication I emailed Impulse asking for an ETA. They simply replied they could provide no ETA since "the part is not in stock" and LG "does not provide them an ETA".

This is so weird to me. I understand that supply chains have been wrecked by COVID. But if the company doesn't have the part and doesn't know if they can repair within a reasonable timeframe wouldn't they be obliged to offer a refund? With no ETA it would be possible for any company to just pull this move and string along warranty claims indefinitely. I would definitely rather a repair than a refund since I like the TV and got it on sale. But I'll take the refund if it won't be fixed for months on end.

What's the best way to respond to get their ass in gear? Should I bother with this repair company or just go back to LG directly? Or go to the vendor I bought the TV from (Good Guys)?

Thank you!!!

Related Stores

tvrepairmelbourne.com.au

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  Drakesy on 24/03/2021 - 15:24

  +5

  Looks like you have a case for a repair within a reasonable timeframe - in my experience is within a month.

  So if it looks like they can't meet that obligation then definitely look for a refund/return.

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  Wilkshake on 24/03/2021 - 15:26

  +4

  Option for replacement if the timeframes aren't good?

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  garetz on 24/03/2021 - 15:54

  +3

  quote ACCC consumer guarantee, that they must provide a repair in a reasonable timeframe, and if they cannot even provide an eta then that is not reasonable, and you want to get a refund instead.

  https://www.accc.gov.au/consumers/consumer-rights-guarantees…

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  jsb on 24/03/2021 - 16:23

  As per my understanding, this is a major fault and you are entitled to a replacement/refund. You can try taking it to good guys and they will organize the same for you. Do mail LG as well, forwarding the reply from the repair company and let them know that you cannot wait indefinitely and would like to have the replacement of the Tv as you are entitled for the same under ACCC. Also let them know that you will be taking the faulty Tv to the good guys (specify the branch) and request them to authorize the replacement

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    [Deactivated] on 24/03/2021 - 18:58

    If they'd be able to repair so it was unlikely to happen again, it wouldn't constitute a major fault. Regardless of the level of the fault, the retailer has to provide a repair, replacement or refund (their choice) within a reasonable time frame.

    A major fault would be one that impacted safety or that would have stopped a reasonable person from buying (eg, not a 1:10,000 chance of needing a minor repair, but something unrepairable).

    Manufacturers have to keep stock to be able to provide repairs, but you always get a better claim against the retailer, so I'd always go for them unless the manufacturer has better than average support (eg Amazon / Apple).

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  StickMan on 24/03/2021 - 17:18

  LG TV division are absolutely disgusting with service.

  Contact LG directly and ask them for an ETA, as it's been x weeks and you don't have one from 3rd party. Give them a couple days to do this. If they cannot or will not, then you can ask for a replacement (or a refund, but you'd want the replacement, right?) under ACL.

  Alternatively, go directly to whoever you purchased it from and don't mention your prior interactions with LG at all. Claim "total failure of product within 4mo".

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    Orazio on 24/03/2021 - 17:35

    Yes it's very bad.
    I had a Samsung TV years ago and I complained about pretty minor blacklight bleed. In retrospect it was nothing out of the ordinary for an LED. Within days, and this being a relatively small city as well, they sent a guy who basically replaced the entire unit no questions asked.

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  big1964 on 24/03/2021 - 18:42

  They replaced my 2017 oled screen due to burn in I had to wait about 8 days for them to come out and replace it which was ok I had to ring them to find out what was going on, though I would say lg has probably got supply problems like many other companies .

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    Kenb0 on 24/03/2021 - 20:24

    Same, I recently got my lg c7 panel and motherboard replaced because of burn in and the communication skills of their(impulse av) reception/whomever handles their incoming emails leaves a lot to be desired. If need any action, need to call them directly and speak to someone, it’s almost like their incoming email goes into a black hole. Once I managed to talk to a technician, it was fine from there.

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  [Deactivated] on 24/03/2021 - 18:59

  Or go to the vendor I bought the TV from (Good Guys)?

  This, they have the majority of the obligation under the ACL.

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  tight-ass on 25/03/2021 - 21:52

  Complain direct to LG.

  It worked for me when our Fujitsu reverse cycle air-conditioner stopped working whilst still under warranty.

  The mob contracted by Fujitsu to repair it were useless with giving any updates on how long it might take to fix. After waiting a month for the required part to arrive from overseas the technician finally turned up to replace it & discovered it was actually the incorrect part, therefore they needed to order it again from O/S.

  I googled the names & email addresses of some of the big wigs at Fujitsu and sent them through a stern letter outlining the delays in fixing it & the fact it's ridiculous they don't carry the required parts locally in Australia for a current model A/C. If they insist on not stocking parts in Oz, they need faster O/S shipping. This was 10 years ago now, so they couldn't blame COVID-19 for the delays.

  The very next day they had someone out here with brand new unit and swapped the whole thing over!