Asking for a Replacement TV - When Would It Be Reasonable?

Morien on 27/01/2023 - 16:25
Last edited 27/01/2023 - 19:04 by 1 other user

Quick question, y'all.

At what point is it fair to ask for a replacement (of the same model) over a repair?

Backstory:

I had a tech out to view my tv earlier in the week. He confirmed some funky going ons with it, and said they'll replace the panel once the part arrived. I first reported this issue to the retailer early December, and so it has taken quite some time so far.

That evening, a second (new) issue arose.

I went to load up my PS5, only to find it wouldn't display at all (tv reports no signal). Even though it had displayed while the tech was here, it was pure coincidence in timing. The tech didn't do anything while here that could have caused it (and I'm not about to falsely accuse someone who did a good job.)

After trying all of the troubleshooting I could think of, I have determined that HDMI 4 now no longer displays 4K signals. It will only accept up to 1080p. (HDMI 1 and 2 still display 4K60, and HDMI 3 is connected to a 1080p avr so I haven't confirmed that one yet). The only two ports capable of HDMI 2.1 are input 3 and 4.

I've tried:

  • replacing hdmi cables with verified working ones (all certified hdmi 2.1)
  • trying different devices on HDMI 4, including Xbox Series, Apple TV, and Zidoo media player
  • changing external input settings to standard, extended (normal, w/ dolby vision, and w/ VRR)

I can get the PS5 to display by going into safe mode (480p) and then changing the resolution via safe mode to 1080p, but the moment anything sends a 4K signal, the tv doesn't display anything and reports no incoming signal. I have confirmed the same using the Apple TV. Again, each device will output at 4K with no issues when connected to HDMI 1 or 2 (edit: or 3).

Interestingly, devices don't seem to get the message and still allow me to choose 4K.

I think at this point I'd prefer a replacement over repair since it has taken almost 2 months now, and there are new issues cropping up.

Thanks for your opinions.

Electrical & Electronics

Comments

  • jv on 27/01/2023 - 16:30
    -1

    At what point is it fair to ask for a replacement (of the same model) over a repair?

    3rd time…

    • Morien on 27/01/2023 - 16:34

      Ok. Guess I’m just be problem short. Thanks

  • Gunther on 27/01/2023 - 16:39
    -1

    Tried another PS5?

    • Morien on 27/01/2023 - 18:13

      I only have one. I have however tried a PS5, Xbox, Apple TV, Zidoo. It's the tv input, not the device.

  • AustriaBargain on 27/01/2023 - 16:40
    +1

    You sure your HDMI cable isn't busted? Not all HDMI cables are created equal and they can degrade over time if the cable gets stressed. Try a shorter higher quality cable and see if you have the same issue.

    • Switchblade88 on 27/01/2023 - 18:06

      Normally I'd blame the cable too, but if the TV is already faulty for some reason then I would be blaming the TV instead. A dodgy PSU might give enough voltage instability to affect the HDMI signal as well as other TV components, for example.

    • Morien on 27/01/2023 - 18:14

      Tried multiple cables that are working on the other inputs.

      • AustriaBargain on 27/01/2023 - 18:24

        Did you try the other 4K port?

        • Morien on 27/01/2023 - 18:27

          The other hdmi 2.1 port? Need to test that just to confirm that port is ok too, but need some time to do so.

          To be sure though, I have isolated it to the tv, not to the device.

          As to my question though, at what point would it be reasonable to ask for a replacement over a repair?

          • AustriaBargain on 27/01/2023 - 18:30
            +1

            @Morien: If the other port doesn't work with 4K how can you know if it's your device, your cables, or the TV? The other port not working properly wouldn't disconfirm any of those possibilities.

            • Morien on 27/01/2023 - 18:33

              @AustriaBargain: Misunderstood there, sorry. Mentioned all the troubleshooting I did in my post, but to be a little clearer: I have tried all of the devices in the hdmi 2.0 ports (inputs 1 and 2), so they are all working (at least at 4K60), but not in hdmi 4, which is a hdmi 2.1 port.

              Everything works at 4k on hdmi 1 and 2 (verified), but not hdmi 4.

              The only other hdmi 2.1 port is hdmi 3, which is being used for arc. Edit: I have tested the ps5 on hdmi 3. No issues.

              Thanks for your help, but all the ts is done. All I need now is opinions on if it's yet reasonable of me to ask for a replacement.

  • bobbified on 27/01/2023 - 16:40

    Tried hard resetting or updating the TV firmware (if applicable)?

  • Shoocat on 27/01/2023 - 16:56
    +2

    If it's a major failure then you have a right to a refund or replacement - see the ACCC's site for more info.

    Quote:

    Consumers can choose between a refund or replacement when a product has a major problem.

    • Morien on 27/01/2023 - 18:16

      Thanks for this. I went through their site yesterday, but it seemed to suggest that the situation determined who could make that choice. Thanks for pointing that out.

      • Shoocat on 27/01/2023 - 18:49
        +1

        Never 100% straightforward, but if I were you I'd be arguing that it's a unit with a series of issues and a major failure (no 4k on a 4k TV) and you'd like to have a replacement unit provided.

        A hassle if the seller digs their heels in but you can always complain to the ACCC (or threaten to for a start).

        I find if you say something along the lines of "I know my consumer law rights and feel a replacement is reasonable here" that seems to work pretty well. But you'd only want to do this if they don't properly remedy the situation to begin with.

      • Shoocat on 27/01/2023 - 18:56
        +1

        This was the bit I wanted to highlight. From what you've said it sounds like the last two would apply:

        What makes a problem major:

        A major problem means the product:

        • is very different from the description or sample

        • has either one serious problem or several smaller problems that would stop someone buying the product if they knew about them beforehand

        • can’t be used for its normal purpose, or another purpose the consumer told the seller about before they bought it, and can’t easily be fixed within a reasonable time.

        • Morien on 27/01/2023 - 19:03

          You're a boss. Thank you for the information.

  • tebbybabes on 27/01/2023 - 19:31
    +1

    Bugger. Good luck with your case.

    Strangely though, I have the exact same issue with 4k sources on my existing TV. It's way beyond warranty though. And besides, I doubt it could be reliably fixed because their warranty repairer has already told me that the only parts available for them are pre-owned parts from other TVs.

  • solidussnake on 28/01/2023 - 10:09
    +1

    Go through the retailer you purchased and quote them the ACL and failures of a product that hasn't been fixed in a reasonable time and you want either a refund or replacement model and see how you go, show them you had the tech out in December

    JB is pretty good to deal with and GG also.

    • Morien on 28/01/2023 - 12:01

      Thanks, man. Will do.

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