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

  • brokenglish on 23/03/2018 - 18:36
    +3

    Yes, ACCC if LG is not budging.

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

    A horizontal blue line is a major problem.

    A product or good has a major problem when:
    it has a problem that would have stopped someone from buying it if they’d known about it

    When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund.

    You have the right. But getting one is another story. Could be they dont have the same stock anymore or something else. Good luck!

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

    Why not? This should be the first thing you do.

    • vinni9284 on 23/03/2018 - 18:47
      +25

      What is a major problem?
      A product or good has a major problem when:

      it has a problem that would have stopped someone from buying it if they’d known about it
      it is unsafe
      it is significantly different from the sample or description

      "it doesn’t do what the business said it would, or what you asked for and can’t easily be fixed"

      LG is offering to fix it by replacing the screen. Easy Fix. So not sure what the issue is?

      A Horizontal Blue line is an issue with the LCD panel.

      Btw, I am not affiliated with LG in any way LOL :-)

      • ronnknee on 23/03/2018 - 23:25
        -1

        I definitely wouldn't buy a TV if I knew a blue line is going to develop across the screen.

        • vinni9284 on 24/03/2018 - 09:03
          +2

          Good morning.

          Tbh I wouldn't as well.

          But this issue occurred after 1 year and 2 months.

          How can we predict the future? …. tell me an we will both get rich :-P

          I have the same model and touch-wood no issues .. yet!!

          I can totally understand the OPs frustration however this is LG customer service. It seems like not as good as Samsung.

          I guess next time, the OP will go for a Samsung.

          However I have changed LCD/LED panels off laptops and this will be the same concept. A few screws, remove from bezel, electronic ribbon detach, replace panel, reverse install and wallah! Done.
          Unfortunately, we cannot get TV LED/LCD panels from an external source. If that was the case, I would have a few OLED TV's now as I have seen smashed ones on Gummie for $50.
          I can confidently say that the issue is the panel and they are willing to change it.

          The OP should accept the panel replacement and will be happy IMO.

          Cheers

        • solidussnake on 25/03/2018 - 08:29
          +1

          You do know any LED LCD or Plasma can develop lines over life of a screen….

        • payless69 on 25/03/2018 - 13:05

          @solidussnake: what do you consider a lifespan?

        • ozzpete on 26/03/2018 - 00:13

          @solidussnake: Thats what I was thinking. It CAN, happen to any TV . Just unlucky I guess. Not a manufacturing fault

        • CocaKoala on 26/03/2018 - 11:57

          @vinni9284: The OP has right as a consumer as quoted above to decide between a repair/replacement or even a refund. This is by law, and the OP would win if it went to a court.

    • hixx101 on 23/03/2018 - 18:53
      -2

      I have just sent a form off to them now and will update with their response when it comes.

      I'm a little annoyed at myself for not going with the Samsung as they covered me no question for devices in the past with technical faults and I expected LG to be as much in line with ACL.

      • ronnknee on 23/03/2018 - 23:26

        Same here. Had a line of dead pixels develop across the Samsung TV. Samsung replaced it with a higher model because they didn't have my model in stock.

        • blitz on 24/03/2018 - 10:54
          +6

          Three years out of warranty, my laptop transformer died. I called Samsung to ask for the part numbers and they said they'd actually cover it under ACL. I didn't even have to ask.

        • hixx101 on 24/03/2018 - 15:14

          @blitz:

          Yes I had very similar with a phone, they just gave me a new one after a year a half a display issue arrose

        • taoz on 24/03/2018 - 19:48

          @blitz:

          lucky
          Samsung must changed alot
          I had nothing but issues with dryer and washer years ago.

    • ATTS on 23/03/2018 - 19:21

      Is it the consumers choice for refund or replace? Or the business'

      Before i had major prob with microwave at harvey norman.. they said my only option is repair.. even when i asked if i could get refund or replacement instead

      • dazweeja on 23/03/2018 - 23:31
        +1

        When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund.

    • thetrain on 24/03/2018 - 11:55
      +3

      There seems to be some confusion on consumer rights.

      Under ACL you take it back to the retailer!!

      You haven't even gone back. LG is under no obligation as they did not sell the product to you. Your dealings under ACL should be with JB Hifi

      • based on 25/03/2018 - 09:08
        +2

        It's the consumers choice, you can go to whichever you prefer

        • thetrain on 25/03/2018 - 10:29

          It is definitely the consumers choice, but dealing with LG isn't counted under ACL. It is only if JB authorises LG to act on their behalf under ACL after you go to JB first

          Having said that, LG is working on good faith if they want to send someone to fix it.

        • based on 25/03/2018 - 10:39
          +1

          @thetrain:
          I thought they were on the same level but that's not the case, if you go straight to the manufacturer you're only entitled to costs, not repair/refund/replace that you get from retailers
          https://www.accc.gov.au/consumers/consumer-rights-guarantees…

  • vinni9284 on 23/03/2018 - 18:41
    +18

    Can you kindly tell us the model number?

    Edit: Well LG is offering to fix the unit and it's been over 1 year so I am not sure what the issue is?

    Thanks

      • vinni9284 on 23/03/2018 - 18:53
        +1

        I have 2 x LG 4K screens (4K Mid Range UH770T & OLED) so I totally understand where you are coming from.

        Normally, LG give you 12 months warranty and your TV warranty has lapsed.

        They are offering to fix it then give them a go however if there are still more issues then push for a replacement. I would but that's me.

        Edit: I have replaced LED screens off laptops and I wouldn't say that TV LED panels are no different. No big task. It's like replacing an oil filer.

        What's the model number?

        Cheers

        • hixx101 on 23/03/2018 - 18:58

          I have the 55UH770T

          I was initially told they wont even repair it for free and had to quote ACL just to get an "exception" which is ridiculous in the first place, ACL is there for a reason and clearly states for a major failure within the expected lifetime of a device you are within your rights to request a refund or replacement

        • vinni9284 on 23/03/2018 - 19:04

          @hixx101:

          Wow. I have the same screen! LOL Btw, good price you got that for (I paid $1640)

          Yeah, it seems that many manufacturers try to play this game however unfortunately have to push for them to do something.

          Samsung; from what I have read and experienced has better warranty customer service. LG is crap tbh

          Go to JB and tell them the issue however I think that they will handball this to LG considering that is it over year old.

          I would just let them replace the screen and see what happens.

          I am not sure what the equivalent replacement TV would be .. as your screen has an 120Hz refresh rate. Apart from the OLED, no LG TV that has this is for sale.. yet.

          Cheers

      • p1 ama on 23/03/2018 - 23:33
        +25

        Id end up being stuck with a repaired unit through no fault of my own

        What does this even mean?

        You're stuck with the unit that you bought, that you used for 1 year and 2 months and that works as it is intended to work.

        If they were replacing it with some deadbeat unit sourced from some underground warehouse then I'd completely understand your point of view. However, this is not that case.

        It might sound entitled but I feel that I'm within Australian consumer law to request a replacement

        Really now? Let's see about that:

        1) it has a problem that would have stopped someone from buying it if they’d known about it
        - the problem didn't occur until after 1 year and 2 months

        2) it is unsafe
        - nope

        3) it is significantly different from the sample or description
        - nope

        4) it doesn’t do what the business said it would, or what you asked for and can’t easily be fixed.
        - it can easily be fixed, so nope

        Since you're such an ACCC fan, how about the very first line of what they say about Repair, Replace, Refund:

        If the problem with a product or service is minor, you must accept a free repair if the business offers you one.

        Your issue is minor and can easily be fixed. Go enjoy your fixed TV and stop stressing yourself out over nothing.

        • p1 ama on 24/03/2018 - 10:22
          +30

          @hixx101: That point is generally for faults that were present at the time of purchase, but for some reason or another, were not noticed by the buyer. By your reasoning, then the first point will always apply because nobody would purchase anything if they knew that there would be a fault later on.

          I genuinely don't understand your thought process. You refuse to go through the manufacturer (who are the correct ones to go through in the first place, mind you). Also, I'm not exactly sure what you want - do you want your TV to work, or do you want a new TV? It seems like you just want a new TV.

          Unfortunately, that's not what consumer laws are for - they're there to make sure that what you buy works in the way that it's intended. It's not there to make sure you always get a new TV.

          From the information that you've given, LG is doing a pretty good job. Let me rephrase this another way - "my TV broke out of warranty and the company sent a technician over and offered to fix the problem for free". You're just viewing this emotionally, but objectively, they seem to be doing much better than what I'd expect (which is to tell you to get lost).

        • p1 ama on 24/03/2018 - 16:26
          +24

          @hixx101:

          No, I think that you're the one who is confused.

          Statutory warranty (what you're quoting from the ACL) is between you and JB, not LG. The only relationship you have with LG is the manufacturer's warranty. That warranty has now expired, therefore, they are actually going beyond what they have to do in offering to repair your TV.

          ACL gives us freedom to try new things without risk

          Yes, exactly - it gives you the freedom to try new things because when they don't work, then the manufacturer is required to make sure they do work. This is exactly what LG is doing.

          You have a very strange upvote ratio for misinformation

          This is because everyone else (apart from you) can see you have a massive entitlement mentality that reflects badly on the entire community and also drives a wedge between consumers and manufacturers that ends up being good for nobody.

          You know, a few years ago, when salespeople asked me where I heard about their store or a particular deal, I wouldn't hesitate to say OzBargain and even tell them about it if they hadn't heard about it before.

          These days, I'm almost ashamed to admit that I found a deal here because of entitled people like you - people who whinge and stomp their feet when there are price errors, when an item is out of stock and their deal can't be fulfilled, when others don't follow along with their ridiculous interpretations of laws and generally have a sook whenever they don;'t get whatever they think they should.

          You haven't provided a single good reason as to why you want a replacement rather than a refund. Again, like I said before, I don't understand what you want - if you're so confident in your interpretation then you should put your money where your mouth is and take this issue to court and see whether you are indeed entitled to a refund or not.

          You seem to be more interested in attention seeking and stomping around than you are in a working TV.

        • p1 ama on 25/03/2018 - 01:39
          +18

          @hixx101:

          What do you mean by I'm "likely" right? You seem to have an issue with accepting that you're wrong, even when you know what's right, you still use weasel words like "likely" to try and make yourself feel better.

          I don't think you ever really wanted to post here to hear other opinions. You've already made up your mind on what you want. What opinions are there? You can either accept the offer or go to Consumer Affairs. You basically wanted to post here so that other people would crap on LG as well so you could feel better in your entitlement.

          If you actually wanted to hear opinions, you wouldn't spend all your time justifying your position and arguing with everyone. That's what someone who's already made up their mind does.

          Also, just to close this out, the handbook gives an example which is exactly yours. TV breaks 13 months in, they specifically mention repair.

        • 42 on 25/03/2018 - 08:30
          +1

          @p1 ama:
          Well written.

      • Powershopz on 25/03/2018 - 10:53
        +5

        $1350 is not expensive. It may be expensive to you but to them it's one of their cheaper models.

        They have offered to repair the model.

        Accept this repair and move on. If the repaired model fails again in 3-6 months - then pursue getting a full replacement/refund.

        This is what ACCC will tell you to do.

  • stemcell on 23/03/2018 - 18:55
    +9

    I'll record you Masterchef and the block if that's what you're worried about, but seriously just let them replace the screen.

  • Richardc on 23/03/2018 - 19:17
    +2

    as the item is over $1000 and from jb hifi, this might help, under "Minimum Voluntary Warranty Policy Guide "
    https://www.jbhifi.com.au/Documents/Consumer%20Warranties%20…

      • lovesabargain77 on 23/03/2018 - 19:40
        +10

        Who cares about the stores stats.

        They offer the policy so take advantage of it.

        • sparkles on 23/03/2018 - 21:19
          +3

          If anything, if you bought at JB and worked at JB you should be using your contacts there to get the best outcome for yourself possible ie. a new TV. They offer that bonus year as a selling point, they can't just renege on it. And as for store stats, why do you even care, you don't work there now? That seems a little strange.

        • hixx101 on 24/03/2018 - 02:19
          -2

          @sparkles:

          I would definitely prefer to do things entirely above board and documented

          edit: it was also purchased as a non staff member a year after I left and another store

        • sparkles on 24/03/2018 - 06:59
          +1

          @hixx101: But that is not getting you the result you want. Change tact. If you're not willing to take advantage of a warranty and prefer to deal with LG out of warranty it seems ridiculous to complain. Your dedication to JB is noble, but really illogical. Unless you want to get stuck with your broken TV, you need to go hardball with JB, as they are the one who warranty your TV is now effectively under. You can't go to consumer affairs or ACCC or whoever when you haven't actually taken advantage of the one warranty option that is genuinely still valid.

        • whooah1979 on 24/03/2018 - 08:43
          -1

          @sparkles:

          The manufacturer warranty has now expired. Op’s case is now a matter of consumer guarantee. Op needs to contact their state fair trading department and ask them to assist in getting a fair remedy.

        • sparkles on 24/03/2018 - 10:48

          @whooah1979: No, JB offer bonus years warranty on TV's over $500. OP's TV should be subject to one extra year warranty with JB HiFi itself. They use this as a sales tactic when you are shopping so you buy from them (and not the shop next door) and because they actively try to sell you a third years (or more) warranty.

          This is how it was explained to me just recently:

          Year 1: Manufacturers Warranty - most likely a replacement or fix with technician coming to you
          Year 2: JB Hi-Fi Bonus Warranty - most likely a fix with you returning the TV to the JB HiFi store where it will take time, an easy and full replacement sounded much more unlikely
          Year 3: Please buy our extra warranty! Same as Year 2 applies.

        • hixx101 on 24/03/2018 - 15:21
          -2

          @sparkles:

          as above I have contacted JB right after i made the thread, still waiting for a response however

      • ronnknee on 23/03/2018 - 23:27

        … Can't help you here then.

      • johnno07 on 26/03/2018 - 08:56

        Wait - so there was an easy option available to you, that you knew about, but you decided to take the hard route AND complain about it? What the absolute f***?

  • Diji1 on 23/03/2018 - 21:45
    +4

    Pretty sure you should be going to Consumer Affairs or similar that your state gummints runs.

    Not ACCC.

  • Toons on 24/03/2018 - 02:50
    +1

    Check credit card if you purchased it with that some have an auto double your Warranty on electrical goods, mine does. which i was going to use as a last resort

    I recorded every conversation and kept transcribed the important parts into notes i could use.

    ACCC won't do anything they will point you back to your state Consumer Affairs and after explaining the situation to them they basically were happy to pursue in my favour if i had no luck. I did mention this to Manufacturer and they started to comply straight away.

    I'd also be looking for the Australian head office number and speak to someone local only way i could get anything done. They hate being contacted direct with issues. the call centres just screw you around, even once i was dealing direct the call centre kept trying to get involved so i spoke to Australian manager and requested not very politely if the call centre gets involved once more i'll hand over everything to Consumer affairs i had a new TV in a week.

  • alz on 24/03/2018 - 07:07
    +1

    Samsung replaced my TV after 5 years :-)

    • katz on 24/03/2018 - 08:11
      -1

      How?

    • lachhelix on 24/03/2018 - 10:17

      Same happened with my uncle - very surprising!! Full refund after 4 years

      • jackspratt on 24/03/2018 - 15:17
        +6

        I'd be happy if I could get a full refund on a couple of my uncles ………. oh!, and 1 mother-in-law.

        • lachhelix on 25/03/2018 - 08:10

          Hahahaha, made my day

    • hixx101 on 24/03/2018 - 15:22
      -2

      Yep, I stupidly assumed LG would be as good after a great experience from Samsung, i shouldn't have made the swap

  • pjcook on 24/03/2018 - 08:30
    +1

    Go to JBHiFi they are the entity that you have the contract with under ACCC, not LG, it is their responsibility to replace the TV.

    • whooah1979 on 24/03/2018 - 08:46
      -3

      JBHiFi they are the entity that you have the contract

      This contract has now expired. Op must contact their state fair training for a remedy.

      • stemcell on 24/03/2018 - 08:54
        +16

        LG have already come to the table with a suitable solution, the issue is the poster is under the false illusion he is entitled to something extra.

        • petry on 24/03/2018 - 15:02
          -4

          LG did not offer a choice, so why the hell has this shit above got 7 votes. There's something very wrong here with this comments voting. Are LG involved here?

        • hixx101 on 24/03/2018 - 15:24
          -4

          @petry:

          yea personally I think something is weird because it states very clearly my entitlements in Australian consumer law, It's not like i'm asking them to do something shady

        • stemcell on 24/03/2018 - 16:08
          +5

          @hixx101:

          Why do you think you are entitled to a choice?, Because your friend is unable to read or comprehend your first post I'll recap, LG will only offer to take the unit away and replace the screen… so they are fulfilling their obligation.

          You are getting fed false misleading information on here and need to understand that everything you read on the internet is not true.

          The only way you will get a new tv or a refund offer is if they cannot source a new replacement screen once it goes in for repair.

        • stickyfingers on 24/03/2018 - 22:10
          +1

          @stemcell: Because it's a major fault and under the ACL for a major fault the consumer has a right to choose a repair, replacement or refund.

        • stemcell on 24/03/2018 - 22:44
          +1

          @stickyfingers:

          Repairable fault not major, LG will argue all that day long till the op is blue in the face.

        • stickyfingers on 24/03/2018 - 22:56
          +1

          @stemcell: You're right that LG will argue it. But there's no denying that it is major. I wouldn't buy a TV knowing I'd have to send it off after the first year to have a major component replaced and I'm sure most other reasonable consumers would not.

        • stemcell on 25/03/2018 - 01:04
          +3

          @stickyfingers:

          Firstly its a repairable fault because the TV still works so not classed as major by LG and he's already had a technician out for free and they are offering to repair his unit free of charge, ops feeling entitled and I guess some people just cannot survive a short period of time without the gogglebox.

          He has a chance when it goes in for repair that it will be deemed non viable and get a new model (no doubt complaining on here its not good enough) but until they diagnose the issue themselves at the service centre he won't be getting anything more out of LG.

          Obviously he has not had to deal with the likes of LG before so this will be a learning experience for him, one he will waste many hours if not days on.

          Note: service centre not the same as joe blogs local TV repair man.

      • thetrain on 24/03/2018 - 11:57
        +2

        Under ACL the contract lasts for a reasonable time. 1 year doesn't reasonable to me, more like 5 years

      • Toons on 24/03/2018 - 15:31
        +2

        Not true your contract is always with the place of purchase.

        Mine was past warranty all 3 Manufacturer, Vendor and Consumer affairs stated the contract is through the place of purchase C/A would chase Vendor first to resolve with Manufacturer.

        Even though warranty was expired Vendor admitted that it was for them to hep resolve with Manufacturer.

        I've just been through this finally resolved at the beginning of the month.

        • hixx101 on 24/03/2018 - 19:19
          -1

          thanks mate yes I believe that is the case and will await a response from jB

      • OzzyOzbourne on 25/03/2018 - 16:19

        Wrong, does not expire, read your rights. This is the reason we're still 20 years behind with consumer protection, because everyone assumes we have minimal rights and never bothers to actually check. So stores continue to screw us over.

        • whooah1979 on 25/03/2018 - 17:10

          Wrong, does not expire, read your rights.

          Interesting. Where can we get this information?

        • Parentheses on 25/03/2018 - 20:50

          @whooah1979: Where did you get the information that it expired? Statutory warranty (which is entirely separate to manufacturer's warranty) is always between the final vendor and the customer - though it is not in fact a contract, because it doesn't require anyone to agree to it, and it cannot be waived - it is the law. Statutory warranty more or less states that products must last for the time a 'reasonable person' would expect them to last. That time is referred to as 'reasonable time', and is generally set by the ACCC and then enforced/rejected by the court system.

          TVs as you might expect come up quite a bit, and are generally understood to have a statutory warranty of ~5 years, so long as the TV isn't crazy cheap, second hand, etc. For those of you playing along at home: you have a legally mandated right when you buy a regular TV from any retailer operating in Australia to a refund, repair or replacement (at YOUR discretion) any time there is a MAJOR failure within 5 years. Note major failure here covers anything a 'reasonable person' would consider to prevent the product from meeting a level of acceptable quality (same thing again with the ACCC and the courts, current understanding is a single pixel won't count, but a complete line 100% will).

          Right now, with the facts as laid out, and on the condition that OP can prove they purchased the TV from JB Hi-Fi at the time they said, OP has the legal right to bring the TV back to the store and demand a refund. The store, however, DOES retain the right to send the TV off for assessment, to make sure the damage wasn't caused by water, impact, etc. There is of course a 'reasonable person' test on the length of time that should take, current understanding there is ~2 weeks, but that doesn't get tested often. OP should definitely NOT bring this up to JB, and should instead focus only on their own rights, hopefully JB just cave and refund.

          OP has exactly 0 rights relating to LG.

          Source: I've worked as ACCC legal liason for a large retailer once upon a time, but I am not a lawyer and I am certainly not YOUR lawyer, and none of the above is legal advice. Other source since I'm just an anon on the interwebs:

          https://cdn.tspace.gov.au/uploads/sites/60/2016/05/0553FT_AC…

        • [Deactivated] on 25/03/2018 - 22:20

          @Parentheses:
          That's the problem with a law that's not well defined, ie. Reasonable time, crazy cheap, generally set. I know you mean well and you're paraphrasing but it is ambiguous.

          The worst part is that neither party are given clarity on the ambiguity or an opportunity to consent or otherwise. It is just thrusted into every transaction hoping that nothing ever breaks and disputes never occur.

          Well it does and when it does, we start arguing about what is a reasonable time, major fault, acceptable compensation…

        • Parentheses on 26/03/2018 - 07:14

          @tshow: it's only ambiguous if you don't understand how common law works (which fair enough is the vast majority of people). Pretty much every single law that Australia has on the books includes multiple 'reasonable person' tests - right up to recklessness and intent for manslaughter and murder charges. It's not ambiguous in the slightest.

          The short version is judges decide on cases, and those cases are used as precedent for other cases, and other cases, and other cases, and so on and on and on. The law itself as written in legislation or regulation is maybe 10% of the actual 'law' as used in a court. Because we inherited our common law system from the UK, we actually have several centuries of established precedent to work with.

        • [Deactivated] on 26/03/2018 - 08:45

          @Parentheses:
          That's precisely what I meant. Common law for the common people that most people cannot understand.

  • EagleKent on 24/03/2018 - 14:47

    You are entitled to full refund or brand new replacement (even latest model of comparable cost) as its major manufacturers fault. Tell LG you will take issue to tribunal if they do not comply. There is absolutely no reason to accept repair which is to their benefit, not yours. You will win tribunal for sure and LG will get another bad rep with ACCC which is what most manufacturers want to avoid.

    • petry on 24/03/2018 - 15:04
      +5

      It looks like somebody is screwing with the votes on this thread. Logically that would be LG. Not a good idea really.

      • Toons on 24/03/2018 - 15:23

        It happens quite a lot on threads which is why i'm in favour of naming downvotes

        • petry on 24/03/2018 - 15:27

          the voting on this comment is clearly out of sync with other comments made. Site should investigate…

        • Toons on 24/03/2018 - 15:34

          @petry: As i said i watch it happen on other threads not uncommon, sometimes it's a hunting in packs situation where same groups of people all defend the same position and kill off the argument.

  • savanna454 on 24/03/2018 - 15:47
    +2

    Same situation with a 55" Sony after 2 years.
    TV was purchased from Costco.
    Guarantee was for 1 year but this apparently does not exclude rights under the ACL.
    A reasonable expectation is an item like this will last at least 8 years and has been tested in court.
    See Peters vs Panasonic http://www8.austlii.edu.au/cgi-bin/viewdoc/au/cases/vic/VCAT…
    Note there was a deduction in value for use.
    As other have said OP should pursue the retailer as that is whom your original contract of sale is with.
    Costco wanted me to seek redress from Sony and obtain a 'claim number' but I refused, stood firm and they eventually refunded me.
    Good luck OP!

    • hixx101 on 24/03/2018 - 15:49

      Wonderful info! exactly what I've been looking for thank you

    • petry on 24/03/2018 - 15:50

      good for you!

    • kindshibe on 24/03/2018 - 19:09
      +1

      That's actually pretty interesting.

      In that particular case the manufacturer was unable to repair the device. Are there any other cases where a manufacturer was able & willing to repair a device, but a consumer was still entitled to a refund?

  • ScottEh on 24/03/2018 - 19:34
    +6

    In no way are you entitled to a replacement/refund, as long as LG have offered to repair within a reasonable time frame. The Major Problem definition is being entirely misinterpreted.

    The below is an extract from the the handbook provided to retailers and consumers a few years back, the example is pretty much spot on to your situation.

    How long do consumers’ statutory
    rights apply?
    Statutory rights are not limited to a set time
    period. Instead, they apply for the amount of time
    that is reasonable to expect, given the cost and
    quality of the item.
    This means a consumer may be entitled to a
    remedy under their statutory rights after any
    manufacturer’s voluntary or extended warranty has
    expired.
    For example, it is reasonable to expect that an
    expensive television should not develop a serious
    fault after 13 months of normal use. In this case,
    the consumer could argue the item was not of
    merchantable quality and ask for it to be repaired    ,
    even if the manufacturer’s voluntary warranty had
    expired.

    • petry on 26/03/2018 - 11:33

      A handbook is worth jackshit because its an interpretation. What does the law state?

  • kingnunu on 24/03/2018 - 20:21

    I was wondering how this whole ACCC thing worked with laptops. My gf bought two MSI gaming laptops 2 1/2 years ago each roughly 3 grand. She spent that much in hopes of having laptops that would still operate to this time and yet there are a few malfunctioning keys. Both laptops don't hold charge, one doesn't even charge anymore and the one that doesn't charge started having screen issues a few months back. They were out of warranty at the time but I never thought about this whole ACL thing.

    • whooah1979 on 25/03/2018 - 01:14
      +1

      Both laptops don't hold charge, one doesn't even charge anymore and the one that doesn't charge

      batteries are consumables. spent consumables aren't normally covered beyond the manufactures warranty.

      • ninetyNineCents on 25/03/2018 - 19:35

        Problem is the ACCC text doesnt make a special case for batteries, you have invented an entirely new category not alluded too in anyway inthe text.

  • gentlecrack on 24/03/2018 - 20:48

    OP, did you by any chance by this through a credit card? Some of the credit cards have extended warranty insurance as a feature, for e.g., these Westpac cards.

    • solidussnake on 25/03/2018 - 08:43
      +2

      Why would that matter LG is willing to replace the Screen outside of the Manufacture warranty… It would only be a problem if they were not willing to repair, replace or refund,,,

      • gentlecrack on 25/03/2018 - 10:32

        My bad. I thought LG is asking to pay for the replacement.

  • ninetyNineCents on 24/03/2018 - 21:04
    -2

    Didnt LG get in trouble for not honouring warranties and consumer rights for situations very similar to the OP a few years back ?

    It would appear that they are back to their old ways.

    • ScottEh on 24/03/2018 - 21:25
      +3

      Except that they are honouring the warranty to the extent required of them, just not to the extent that some other companies may voluntarily provide (ie Samsung as mentioned in a number of comments above).

    • whooah1979 on 25/03/2018 - 01:18
      +2

      Didnt LG get in trouble for not honouring warranties and consumer rights

      lg isn't denying op a remedy. a repair or partial refund is a reasonable remedy for an item is no longer covered by a manufacture warranty.

      demanding a replacement item or full refund is unreasonable.

      • ninetyNineCents on 25/03/2018 - 11:08

        W:

        You should read the accc website which disagrees with you and offers significantly more rights to Australian purchases.

        Our rights cover a bit more than just the stated warranty period…

        • whooah1979 on 25/03/2018 - 11:30
          +1

          Consumer rights aren’t set in stone. There is a case that keeps getting linking on ozb to where the applicant received a partial refund.

        • ninetyNineCents on 25/03/2018 - 19:33

          @whooah1979:

          Ive never read that particular thread, but it sounds to me, that the applicant got bullied and denied their rights. WIth the complete lack of details its hard to judge anything from your comments.

          The text on the accc site is pretty clear, and with this particular OP, its obvious they are entitled to a refund or replacement with the choice being the customers.

        • ninetyNineCents on 25/03/2018 - 20:52

          @whooah1979:

          Im not sure if that case is exactly the same. The tv mentioned was 2 1/2 years old and both parties agreed that a tv should last 8 yrs. Basically the applicant got 13/16 of the full price. If we apply the same formula then our friend here should get 7/8 of the full price which is basically close enough to the full price.

          The Tribunal awards damages of $1,096.88 to the applicant being the $1,350 cost of the television reduced by an amount to take into account the benefit that the applicant has received from the television for two and half years while it was in working condition.

  • jo5h89 on 24/03/2018 - 21:40

    Make jbhifi deal with it. Had a similar thing happen with my LG 55inch. Wasn’t 4K. After a year 6-8 pixels died. They offered to replace the screen and did. Haven’t had any issues after that. it’s been a year and half since

  • LUTSlit on 24/03/2018 - 22:20
    +2

    Please take the repair

  • DiscoJango on 24/03/2018 - 22:30
    +1

    i wonder what products will be like in 2030: "$3000 275" lcd whatever touch screen tv, comes with a whopping 2 day warranty! pay an extra $75 to get another 30 seconds warranty"

Login or Join to leave a comment
Login Join