AIBU that a LG OLED should last for more than 20 months?

[pear6782]

Writing here for traffic.

Basically, as the title says...bought an OLED LG TV around 20 months ago. It was expensive for us (around £2000 ish). Beautiful thing...or so I thought. It just stopped working the other day. No damage whatsoever - it's in pristine condition. It's hardly been used in all honestly as we're busy/kids watch the TV in their playroom.

So...called LG and told that they can't send someone to fix it/support at all (even though I was expecting to pay something towards it as I know its out of the 1 year warranty).

Basically, AIBU to think a TV should last longer than this? In my mind, a TV should last at least 5 years. And is LG a rubbish brand? I thought it was supposed to be good but clearly I'm wrong.

So I'm going to email LG again so see if they will change their minds and at least send a technician but holding out little hope. Has anyone done this before? Has it worked? Or maybe I'm expecting too much...

Also, I called a TV repair person who can't diagnose the problem (cost £50 for the pleasure) and they've basically said to buy a new TV.

This is what Martin Lewis says:

https://www.moneysavingexpert.com/news/2023/02/martin-lewis-faulty-tech-warranty/

The consumer rights act gives you up to 6 years protection on your purchase.
It says "If your item is faulty, you may still be entitled to a repair or replacement, or if that doesn't work, some of your money back." Which has more information on how to claim etc.
I had an Apple Watch replaced 3 months out of warranty using this. I'd call them back and insist they replace or repair it.

This. I had a pair of AirPods Max stop working. I took them to Apple and as I'd purchased them from Amazon they suggested I get in touch with them and request they be replaced under the consumer law. They sent them to their repairers but they couldn't be fixed so they have replaced them with a brand new pair. I was very impressed!

Thank you all. I have just emailed LG stating consumer rights and I really hope they respond! I will definitely chase them up and am feeling somewhat hopeful now!

I bought this TV from Ao.com. Should I email them about Consumer Law/statutory rights as well?

To your other point, no LG are not crap. I've had loads of their stuff and it's been very good. You may have a Friday afternoon model unfortunately.

Try finding AOs social media, I think they are on FB, and very politely post the details of your tv. AO are really hot on maintaining good customer relations and I think they will respond positively. My daughter used to work for them in a senior position at the Bolton office and they really don’t like bad reviews.

Yes I bought my watch from curry's and they were the ones who replaced it. I'd deal with AO not LG directly you'll probably get better service

Ok, I've emailed customer support at AO. I can't work out how to tag them on Facebook but hopefully they respond to the email. Keeping everything crossed that they help in some way.

If you don’t get any joy, I suggest finding out who is the CEO (or similar) and letting them know the situation. I suspect they will assist very quickly!

Thanks, so LG have offered a 10% voucher for a new tv - not helpful. Am waiting to hear back from AO. Lets see...will take on your advice @Teder if no joy...

For a TV costing that amount, I'd definitely put the effort into enforcing your consumer rights, which are clearly explained in the MSE link above.

I'd use the MSE resolver tool to ask for a free repair or replacement and if they don't oblige, as a last resort, tell them that you will take them to the small claims court.

This should focus their minds as they'll know you're serious and they don't have a leg to stand on because the test is the length of time that a reasonable person would expect the TV to last, which is widely considered to be six years. As your TV has broken significantly more quickly than this, you will win.

Resolver - Free online tool for complaints and claims | Resolver UK

Why I tend to buy TVs etc from places like Richer Sounds. Better service, better value and usually a 6-year warranty.

I had cause to use their warranty a few years ago. That TV at that time was four years old. All sorted with a new PCB within a week.

And I have had several LG TVs without an issue (except for the one instance )

Update from AO so far is that they can't repair but will consider a partial refund of roughly 60% (because I've had the TV for 20 months) if an engineer report states it is a manufacturing defect. I pushed for a replacement but that just isn't something they will offer. Getting a partial refund back and a life lesson might be the best I can get....it's definitely better than nothing.

@billyt I'd never heard of Richer Sounds but just saw the 6 year warranty included. Will definitely get the replacement TV from there.

I would suggest sticking with LG despite this incident - they're the best TV picture you can get at the moment.

Take that 60% refund and the 10% discount and get a new C3 model or last year's G2 if you can find one (G is higher spec), since they're considerably cheaper now than they were when you bought yours.

Richer Sounds are a well established small chain with an excellent reputation.

They used to operate from tiny shops in secondary locations and mainly sold hifi when that was a thing.

Their website gives a good outline of the sort of business they are:

The Richer Way (richersounds.com)

But if you get a 60% refund and will be able to buy an equivalent spec TV with that money or there or there abouts due to the price of tech reducing, it's probably not a bad outcome.

Posting this in case someone in the future needs this information....A0 have refunded around 60%. Amazing customer service and dealt with very fast so definitely have a lot of respect for them. Collected the TV and returned the money the next day.