Largely Positive Experience getting TV fixed

try2bhelpful on 10/10/2023 - 14:12

Just a positive note as a bit of a counter to “I was ripped off” by XYZ I thought I would give my, largely, positive customer experience with getting my TV repaired.

Our 18 months LG OLED TV developed a white line down it just before the AFL Grand Final when we had friends over. Fortunately it was over to one side so not so bad.

When we bought it JB HiFi wouldn’t budge on the price but they threw in the extended warranty for gratis so we figured we were covered for repair. Bonus.

As it turned out the warranty for these things is
- LG - 12 months
- JB - extra 1.5 years for ACCC
- extended warranty - extra 2.5 years

We went to the JB store and the guy was great. He took down all our details and said LG would contact us. Gave us all the details in an email including LGs number, which we were told to contact directly if we didn’t hear in 2 business days. We did have to ring LG directly and the support guy took us through some basic troubleshooting. We also sent him photos of the fault, and receipts for the TV, which he could look at in real time. He said a repair guy would contact us. The repair guy contacted us in a couple of days and organised to come out to us. He looked at the fault, took a new screen out of a box and proceeded to unscrew all the electronics from our TV and bolt it to the new screen.

Basically a week and a half and all back up and working as new.

Some take always.
- there was a bit of we had to contact people who were meant to contact us, but not really a big issue.
- we had a bit of trouble understanding the support guy on the phone but I think it was just a terrible “line” for some reason not just his accent.
- the repair guy was brilliant. He had all the background info before arriving and, apparently, it is a known fault so it was repaired on the spot.
- we gave him clear access to the lounge room and he needed two work areas. One was our dining table with a blanket on it where he could put the new screen and the other was the couch for the old screen. It made the transfer easy. We could also help him move the TV as required. Something he confirmed beforehand.

Having faulty equipment is stressful. However, the repair was, largely, a positive experience. It is something I learnt as a PM; shit happens and it is how you respond to it that sets the customer experience. Based on this I would be happy to go LG and JB HiFi again.

Electrical & Electronics LG TV

Comments

  • JimB on 10/10/2023 - 14:30

    Good to know.

    I also own a near 2yo OLED.

    So from what you said, it should have 2.5 warranty from LG?

    I'd personally push for 5 years myself as it was $7k.

    • try2bhelpful on 10/10/2023 - 14:35

      In our case it was JB who had taken onboard ACCC, but I think you could argue with LG. 7k is serious bickies. Ours was $2,500.

      • JimB on 10/10/2023 - 14:50

        When you say ACCC? I think JB just contacted their LG rep.

        I bought mine from TGG which is owned by JB, so hopefully I will have the same positive experience should something go wrong.

        • try2bhelpful on 10/10/2023 - 15:38
          +1

          I meant that JB took on the ACCCs comments about the warranty being commensurate with the cost of the item.

          We got a booklet when we bought the TV that gives a breakdown of the warranty and who will be responsible for what at various dates.
          It says
          - Original date of purchase
          - Manufacturer warranty expires
          - JB HiFi Minimum Voluntary Warranty period expires
          - JB HiFi Extra Care Cover Commences
          - JB HiFi Extra Care Cover Expires

          I’m sure that JB just contacted LG to get the repair done.

          The Extra Care Cover is done through a third party.

          Best of luck on your TV as well.

  • AustriaBargain on 10/10/2023 - 14:31

    The guy I live with his huge Samsung TV broke, and Samsung sent out these guys in a van (probably contractors) who replaced the motherboard on the spot, no extra charge, all under warranty. People complain about modern TVs but it seems to me for mainboard repairs anyway, it's relatively easy to do. The screen panel itself I'm guessing not. But TVs get cheaper every year and better technology every year. By the time your OLED breaks you'll want a microled anyway. And when that breaks you'll want your 8K hologram TV or whatever.

    • try2bhelpful on 10/10/2023 - 14:36

      Absolutely. Although we do tend to hold onto our TVs for a while. It isn’t the cost so much as the ewaste.

    • ElSyd on 10/10/2023 - 17:40

      It's been said that we started seeing 'smart' TVs getting cheaper when more aggressive consumer data collection was implemented.

      • AustriaBargain on 10/10/2023 - 17:47
        +1

        I read that Netflix pays TV makers to preinstall Netflix and put a Netflix button on their remotes. And yeah that the TV makers get as much data as possible off how you use the tv.

        • Savvy shopper1111 on 11/10/2023 - 12:35

          To start with this is a great marketing option, after enough market saturation they can cut the funding to tv companies as by that stage people will be annoyed if its taken away.

          • AustriaBargain on 11/10/2023 - 12:51

            @Savvy shopper1111: Can they stop? Prime Video will pay TV makers to add the Prime Video button instead of the Netflix button. I wonder if Netflix users really would not buy a TV just because it doesn't have the Netflix button actually.

  • skid on 10/10/2023 - 15:12

    Which model of LG OLED?

    • try2bhelpful on 10/10/2023 - 15:28
      +1

      Our model was a 65” C1.

  • tebbybabes on 10/10/2023 - 15:24
    +2

    Thanks for sharing. Good news like this is always good to hear.

  • Domingo on 10/10/2023 - 15:43
    +3

    How dare you post a positive experience online with consumer goods. That isn't what the internet is for!

    That being said, glad it all worked out for you and things worked the way they should. There is some hope for humanity.

    • try2bhelpful on 10/10/2023 - 16:02
      +1

      We were surprised it did go so smoothly. Unfortunately too often nowadays the problem with the device is dwarfed by the rubbish with trying to get the fault remedied.

      Apart from anything else it was fascinating to see what was inside the TV and how easy it was for the repair guy to unscrew all the original electronics and attach them to the new screen.

      We gave him a cup of coffee. It was freshly ground beans and from our Bambino machine.
      We aren’t savages :)

  • vinni9284 on 10/10/2023 - 19:20

    Great experience for a change. You can't beat OLED. Bought a second hand C7T off FB for $520. Works perfectly! My positive feedback was she was a genuine seller that followed through. Especially their messenger bombarded with messages to buy. Not another usual scammer that tries to sell, lives in an unreachable area and requires to post. Cheers

  • dsp007 on 10/10/2023 - 19:31

    I need to add my positive experience with LG too which also proves how the extended warranty isn't worth it.

    I had an LG TV 2y 11m old when it developed a small cluster of dead pixel (ended up being a bug stuck between the glass and the LCD but that's another story).

    Called up LG, approved the repair without a fight. They basically admitted anything under 3 years they'll come fix for free no questions asked. They advertise as 1 year warranty but infact they have been trained to accept any repairs under 3 years.

    They came to the house, replaced the panel and left within the hour all free.

    • try2bhelpful on 10/10/2023 - 21:10

      The extended warranty will give us an additional two years. We were happy to get it but I, probably, wouldn’t pay for it. That said we’ve ended up with extended warranties on a few of things and we’ve used a couple of them.

  • Ghost47 on 10/10/2023 - 20:13

    Which JB store was this? I'm sure the repair policy is same across stores but you can never be certain depending on the staff.

    • try2bhelpful on 10/10/2023 - 20:44
      +1

      This was the Elizabeth St Store in Melbourne. We’ve bought a couple of things there and have had good experiences.

  • solidussnake on 11/10/2023 - 07:22
    +2

    My 2.5yo 77C1 remote died LG sent me one for free they're pretty good these days with Abiding by the ACL

    • try2bhelpful on 11/10/2023 - 08:35

      Great to hear.

      • solidussnake on 11/10/2023 - 09:38
        +3

        Also my time working at JB I've seen a 7yo 55 FHD Samsung fully refunded by JB, they paid $3500

        • try2bhelpful on 11/10/2023 - 12:44

          Looks like I backed the right horse.

          • cashbackman on 11/10/2023 - 14:35

            @try2bhelpful: I work at JB and the system used to organise a replacement/refund/repair just works no problem if you are in the manufacturer warranty or the JB minimum voluntary warranty period.
            If you are outside of that and have extended warranty we can organise it for you but it's easiest if you actually contact the extended warranty people yourself.
            If you are outside the manufacturer warranty and the JB voluntary warranty and have no extended warranty or are outside that too then the system will prompt a repair at your cost if possible or it will just have no remedy if too many years have passed.
            Then of course for items outside of coverage where you don't want repair at your cost there is always the manager override but in most cases for expensive items it requires referral to the area manager or an RMA approval from the manufacturer.
            Please folks when I am offering you a free manufacturer repair on an item you bought 6 months ago don't refuse and ask for a refund because you 'don't trust the item' anymore. You bought the cake now you have to keep it.
            If I could offer you a refund instead of a repair I would've automatically as it would save some time on the computer filling out the details for the repair.

            • try2bhelpful on 11/10/2023 - 15:20

              @cashbackman: Thanks for the explanation. My only quibble would be if the fault was considered a major one. The ACCC does allow for refunds in that case. However, I have no trouble with getting an item repaired or taking a refurbished item as a replacement as long as the warranty period stands. In my case we got a whole new screen so the only thing original is the electronics.

              We did go online to use the extended warranty and they pointed us back to JB for the ACCC warranty. I’d forgotten the dates were on the back of the receipt booklet.

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