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Author Topic: TV has gone wrong  (Read 4555 times)

regiment

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TV has gone wrong
« on: January 07, 2016, 10:46:00 am »

my poor old mate got onto the firm that he brought his tv from it has gone wrong after 21 months the firm told him to get a tv repair firm to find out what is wrong if it is a faulty item might help pay for repairs  good he thought but the repair  firm said if he blames faulty items lg could sue him for saying lg are rubbish cannot win
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chas

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Re: tv
« Reply #1 on: January 07, 2016, 11:11:23 am »

Contact lg point out the eu 2 year guarantee rule. Inform the retailer he is doing so.
If paid for with a credit card, inform them also and tell retailer and lg he has done so.
The point about rubbishing lg is nonsense as long as he is honest and accurate and gives them a chance to respond first.
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PhilandIom

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Re: tv
« Reply #2 on: January 07, 2016, 12:08:34 pm »

A few years ago, I bought a LG tv through Amazon, it went wrong after eighteen months. I contacted a tv repair man and over the phone he told me that it was a common problem with that model of tv. I contacted Amazon they refunded my original purchase price (although they had it on offer at a cheaper price) as soon as I returned the tv to them, they paid for the return and arranged the courier to collect.  A good result as I bought a different brand of tv which was higher specification for my original purchase price.
Thank you Amazon, great customer service.
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regiment

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Re: tv
« Reply #3 on: January 07, 2016, 03:44:37 pm »

wish I never started this forum    how and what does my mate tell his credit card company
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Colin Bishop

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Re: tv
« Reply #4 on: January 07, 2016, 04:18:08 pm »

The EU 2 year rule is unlikely to apply, read this: http://www.thisismoney.co.uk/money/bills/article-1677034/Two-year-warranty-EU-law.html

I assume that the TV just has the usual one year guarantee in which case try and get a free repair estimate or some idea what is actually wrong with it. You should have a local firm who may be able to advise your mate although there may be a call out charge. If he bought it from a shop then they probably won't have a repair facility and as it is out of guarantee they won't be interested.

Then contact LG Customer Services and ask for their help. http://www.lg.com/uk/support/contact-customer-support If your mate can't do this himself then perhaps he has a relative or friend who can do so on his behalf. If your mate is actually both poor and old then if he or a relative/friend explains the circumstances then LG may well sort the problem out for him free of charge.

It is much better to ask nicely for help for a pensioner than to threaten to complain etc. or complicate things.

Colin

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regiment

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Re: tv
« Reply #5 on: January 07, 2016, 05:28:46 pm »

read the 2 year rule now I know why lawyers charge so much I rang lg explaind problem to them no joy my mates answer going back so sony he has a 32 inch sony still going strong after 12 years still waiting for the answer to the question about credit cards
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Colin Bishop

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Re: tv
« Reply #6 on: January 07, 2016, 05:55:26 pm »

So what did LG say - just 'tough luck'? If so, that does surprise me.

Colin
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regiment

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Re: TV has gone wrong
« Reply #7 on: January 07, 2016, 07:34:34 pm »

surprised me too did not lose my temper nice and calm explained every thing but no joy so its to the shops week end with a fed up cheesed off mate I will make sure to keep him away from  LG
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chas

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Re: TV has gone wrong
« Reply #8 on: January 07, 2016, 10:33:06 pm »

I mentioned the 2 year rule because I have known L G honour it when asked. It actualy comes under merchantable quality, but I was hoping not to open a bag of worms on this subject.
 The credit card point is mentioned because a purchase in this way gives additional support and help.
 Simply tell them you have an unsatisfactory product purchased through them. They will collect details and take it from there.
 This used to be part of my job, so I can say from experience that it works. If you need help, try contacting trading standards, details on the web.
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Martin [Admin]

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Re: TV has gone wrong
« Reply #9 on: January 07, 2016, 10:37:27 pm »


 It turns out that electronics 'items' these days are made in batches, say you LG TV, are made in batches, e.g. first Run of 20,000 units.
 If it turns out to be popular, "they" will order another 50,000 or 100,000 unit (usually with slight changes or 'improvements' from retailer feedback).
 If it really popular or one of the big chain shop commission the 'next' version, 250,000 maybe order up front and provide their own 'in house' support,
 which usually consists of a replacement or refund or to the customer (which is then charged back to the manufacturer).

 As Parts / boards are mostly made in specialist factories, i.e. Silicon chips made in one factory, transistors somewhere else, capacitor, cables, circuit
 boards, flat screen, plastic housings, plugs, remotes, screws, stands etc.etc all made by the cheapest bidder. Each are only paid for the supplied
 'working' or correct spec. parts so no spares unless they are paid for up front. As retailers have a 'win-win' payment between customer and
 manufacturer they have no interest in purchasing and stocking thousands of pounds of spares for something that only has a few years of life built in.

  Welcome to Edison & Ford's world!

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derekwarner

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Re: TV has gone wrong
« Reply #10 on: January 08, 2016, 12:58:47 am »

We must also remember the reliability of consumer electronics is at an all time high............

In Australia, one of our larger department store chains 10 years ago carried insurance against the cost of having a defective component repaired or replaced under warranty............not any more....no insurance needed......much cheaper to provide a brand new replacement in the event of a fault, than to cover the insurance premiums........

For our OZ members ...I am talking about Harvey Norman  O0............. the franchisee holder for all of those stores and his multi million $ horse racing stud [Gerry Harvey]............Derek
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tigertiger

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Re: TV has gone wrong
« Reply #11 on: January 08, 2016, 05:29:58 am »

From my own experience. Chinese consumer electronics are not as reliable as the Japanese products.
Many Chinese people, who can afford to choose, will usually buy imported consumer electronics.


As Martin, these things are made in batches. So are the components. The components are QED tested, by batch. Batches with the lowest fail rates are the most expensive. As the QED score goes down, so does the price. Budget manufacturers buy cheaper batches of (otherwise) identical components. Quality manufacturers pay top prices.

This QED score is important, as even a very small drop in reliablity of a component has a huge impact on the relibility of the product.

I cannot remember the math, perhaps one of the engineers can dig up a worked example.
If you have two components with a failure rate of 1 in 1 million. The chance of failure is more than 1 in 500000. If a TV has 10 critical components you can see that even using components of reliability of 1 in a million does not give you the level of reliability you hope for.


Most Chinese producers are obsessed with reducing cost. The Japanese, generally are obsessed with quality. Japanese companies have factories in China, but mostly just for final assembly.
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jaymac

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Re: TV has gone wrong
« Reply #12 on: January 08, 2016, 05:41:04 am »

 dont forget John Lewis will price match and they usually  have a 5 year guarantee.  If you see one he wants anywhere local check if JL sell it,  ring or email them with the details and you may do OK.
Their rule is the shop must have a an actual store ie not amazon
Jay
 
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Shipmate60

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Re: TV has gone wrong
« Reply #13 on: January 08, 2016, 07:47:02 am »

Does the local paper not have a consumer section.
A good story of a hard up pensioner having to spend pension money on another tv that a major international company wont help.


Bob
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tigertiger

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Re: TV has gone wrong
« Reply #14 on: January 08, 2016, 10:04:49 am »

That is worth a try Bob, may be better to aim it at the retailers customer service as they are more sensitive to local press.


With Chinese business culture I sometimes get the impression that it is a case of, 'If you can cheat everybody once, with a population of 1.4 billion, if you can do that then you are doing very, very well.'


Also with a 'face' culture. It is better to lose a customer than lose face. If you admit your goods are not so good then you lose more customers. Hence the warning about being sued. Most Chinese enterprises I deal with would rather lose your custom than admit they are in the wrong. Some companies are starting to catch on now. For example Carrefour China (French parent company) will now exchange anything, no questions, as long as you have the receipt. They didn't used to do this.
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meechingman

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Re: TV has gone wrong
« Reply #15 on: January 08, 2016, 10:53:52 am »

My Panasonic 42" Plasma developed a fault on Tuesday night - 4 years old, but I'd taken out a 5 year warranty from the dealer - Richer Sounds.


Phoned them to report the fault on Wednesday morning. Their service centre called back ten minutes later and said that they'd passed the details to their nearest service agent to my address. They would call me, probably Thursday. The service company called a couple of hours or so later, very apologetic that they couldn't get to me on Thursday but would be with me on Friday. They should be here any minute now. They said they'd do the repair in their workshops rather than on site and so would bring a loan TV for me. They hope to get the repair done in a week or so. If for any reason it can't be fixed then Richer Sounds will simply send me a new TV of similar quality. So far, so good, let's see how the repair goes.


It was definitely worth spending the 47 for the extended warranty, and they knocked 20 off the price of the TV when I took out the warranty so it really only cost 27! A new 42" set of the same standard would have set me back around 500.


As for LG, I've had a fair bit of LG stuff (and Goldstar as it was called before the name change) - there's a 22" TV upstairs - and it's always been good.


As always, buy from somewhere you trust, read the reviews of customer service, not just the products. Take out the extended warranty on high priced items if you can get a good deal!



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regiment

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Re: TV has gone wrong
« Reply #16 on: January 08, 2016, 03:11:02 pm »

the tv engineer rang me this morning told me that the screen had gone and could not get a replace ment rang very where he brought it from told them the story was told to send tv report to very then I would get a return date so we could return tv  so far so good then I rang lg the the phone was answed in a second not like very 25 minutes  told lg the story I was told that lg gives 5 years guarantee for free to very to pass on to customers we get the tv back monday together with the report   watch this space   ps what do you write to the credit card company
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regiment

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Re: TV has gone wrong
« Reply #17 on: January 08, 2016, 03:13:47 pm »

might email the sun newspaper thay like stirring it up  {-) {-)
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meechingman

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Re: TV has gone wrong
« Reply #18 on: January 10, 2016, 11:01:42 am »

As a follow-up. TV collected on time. Their loan TV wasn't as good as the one I'd been able to borrow from a friend, so we didn't need it. Should be fixed in 7-10 days.
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meechingman

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Re: TV has gone wrong
« Reply #19 on: January 22, 2016, 09:05:47 pm »

Follow up to follow up.


Had a couple of calls to confirm that 1) the TV had arrived at the workshops and 2) that it was being worked on. Then a week later, a call from Richer Sounds customer service saying that it couldn't be fixed (more likely it wasn't economic to do so) and so they would send me a new TV of similar spec. They gave me some choices of TVs and said I could either choose by looking at the online specs or go into the Brighton store to see them working (he'd checked that they had them in stock). After looking at the specs I chose a 43" Samsung (similar to the 32" we'd been borrowing). I phoned back the following day to let them know, but they'd sold them all. After putting me on hold for a minute, the guy said he would get one delivered to me direct from a store that still had one, it would be with me around lunchtime Friday (today). I got a text a couple of hours later from DPD saying it had been collected and another this morning saying it was on the way and giving a delivery time. It arrived bang on time.


And in the post this morning came a sales receipt for the new TV and a certificate for a complimentary 6 year parts and labour/replacement warranty.


From reporting the fault to having a new TV took 7 working days and I was kept informed at every step. That's how customer service should be.


Oh, and the new TV is great!

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regiment

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Re: TV has gone wrong
« Reply #20 on: January 30, 2016, 04:06:48 pm »

good news today  my mates tv has been replaced   
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Norseman

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Re: TV has gone wrong
« Reply #21 on: January 30, 2016, 07:29:19 pm »

My experiences with Richer Sounds for service and advice have all been excellent  :-)) and I would happily recommend them.
Dave
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