Trouble with LG customer service - HotUKDeals
We use cookie files to improve site functionality and personalisation. By continuing to use HUKD, you accept our cookie and privacy policy.
Get the HUKD app free at Google Play

Search Error

An error occurred when searching, please try again!

Login / Sign UpSubmit

Trouble with LG customer service

Bulluk Avatar
9y, 8m agoPosted 9 years, 8 months ago
Hi

I'm looking for a little advice. I purchased a LG 42" plasma TV from Empire Direct just before Christmas (December 23rd) and was very happy. A month later it developed an annoying bug where it would fail to come out of standby and I'd have to pull the power for a minute in order to get it to turn on. I contacted Empire direct who said I'd have to deal with LG so I phoned them and they arranged for an engineer visit. The engineer insisted he'd have to take the TV away for the repair.

That was 3 weeks ago and I still have no TV. I've phoned the 3rd party repair company many times and their response is almost always they're waiting for support from LG. I've phoned LG customer service who said they couldn't do anything. I've phone LG head office who said it was a known bug that was fixed with a software update and that they would contact DBS. I phoned DBS the next day who say they've heared nothing from LG.

So today I phoned LG head office again and asked to speak with a senior member of staff only to be told "we don't have any supervisors" !!!! I argued but all I got was another promise that they'd phone DBS (and I know what they're promises are worth.)

So I'm going to be speaking with citizens advice on Monday but I wondered if anyone on here could offer any advice. I paid almost £1000 for a product thats now 3 months old and they've had it for almost 1 of those months. I'm wondering if I fit into the "items must be fit for purpose" category (as it's a known issue) and should be entitled to a refund or replace.

Thanks in advance for any help
Tags:
Bulluk Avatar
9y, 8m agoPosted 9 years, 8 months ago
Options

All Comments

(11) Jump to unreadPost a comment
Comments/page:
#1
I know this wont help you, but just wanted to say thanks - dad is looking at getting LG TV and now I will be telling him to do some research into how reliable they are before he purchases :)
#2
You shouldn't have to deal with anyone other than Empire Direct - your contract is with them not the manufacturer as it is within your statutory 12 month guaruntee.
#3
A letter or phonecall to some top audio visual magazines may speed things up for you. I am sure they would thrive on something like this, but only if LG are not a major sponsor in any of the magazines you contact.

Can't really advise on any as I am not into buying magazines other than PC ones. And I know PC mags like to get involved on behalf of customers so I can't see any harm in trying audio/visual mags.
#4
seancampbell
You shouldn't have to deal with anyone other than Empire Direct - your contract is with them not the manufacturer as it is within your statutory 12 month guaruntee.


But once they have brought the manufacturer into the equation it is now out of Empire Directs hands. But yes you are spot on, always insist on dealing with the vendor first as your contract is with them. But saying that even though it's the wrong way to go about it, sometimes it is quicker and easier to go to the manufacturer if the Vendor p****s you off. Most top manufacturers are great to deal with, but unfortunately in your case, some are not.
#5
Never get fobbed of by a retailer telling you to contact the manufacture.
You bought the goods from the trader, not the manufacturer, and the trader is liable for any breaches of contract (unless he was acting as the manufacturer's agent).
#6
My point is if ED had messed him around he could claim refund through CC as not fit for purpose. Manufacturer isnt going to lose anything by taking as long as they like to talk to a third party whom in turn get a fixed repair fee so dont care how long it takes them.
1 Like #7
seancampbell
You shouldn't have to deal with anyone other than Empire Direct - your contract is with them not the manufacturer as it is within your statutory 12 month guaruntee.


thats what i would have said :thumbsup: :thumbsup:
#8
How about if I can get DBS to return the TV in it's current state then insist Empire Direct refund/replace?

Or have I already burned that bridge by involving LG?
#9
Well considering it was them that forced you to go to the manufacturer and thus failed to uphold their duties to you I don't think you could be held liable for them involving a 3rd party. Should be able to force a refund as not fit for purpose. Then you can rebuy for a lesser price.
#10
did you pay by credit card, can give you more rights but not sure in this case, perhaps someone else here might know
#11
My LG had to go back after 8 months for a blown component input circuit. Currys said LG would collect and repair, but if it wasn't sorted in 30 days, Currys would give me a brand new replacement.

Well, LG were bleddy awful ! It took them 3 weeks to get it thru inspection and test, then they told me a part had to be ordered from o'seas, and would take another two weeks. Needless to say - at day 30 I was on the phone to Currys, and got my new set 5 days later.

7 weeks after the set went away, LG phoned to tell me it was fixed and could they arrange a time I would be in to receive it. I WAS STUPID - and told them Currys had replaced it.

:evil: I should have said "next Tuesday" and kept both....

The new set has been perfect ever since.

Post a Comment

You don't need an account to leave a comment. Just enter your email address. We'll keep it private.

...OR log in with your social account

...OR comment using your social account

Thanks for your comment! Keep it up!
We just need to have a quick look and it will be live soon.
The community is happy to hear your opinion! Keep contributing!