I need to vent about my experience with an LG monitor.

MrRockliffe · 13 Nov 2020 at 15:21

Update Below

The purpose of this thread is to simply vent

In June, I got myself a 27GL850. Due to moving and issues with my PC, it wasn't until August I was able to first turn it on.

On 15th of September, it wouldn't turn on anymore. I got in touch with OCUK that day about getting it repaired, but was handed over to LG since OCUK don't deal with LG monitor repairs. LG advised they don't repair that model in the UK, and handed me back to OCUK. Rinse and repeat for a couple of weeks. LG finally gave in

On 14th of October, it was collected by LG, and I heard nothing from them until yesterday when I rang asking for an update. They weren't sure where the monitor was.

I got a notification this morning to say the monitor was being delivered today by DPD. Since I'm at work, my super cool housemate offered to take delivery.

I got a text from him this afternoon to say that he had to refuse the delivery, since the box had been poorly treated in transit and was heavily damaged. Furthermore, there was a label on the box saying "damaged". He sent me photos of this.

I just rang LG, and they advised that I should have accepted the delivery, and they will now launch an investigation which should take 5-7 working days.

I haven't a clue what to do at this point, other than just wait. I haven't even had the chance to play a game on the monitor yet

Original contact: 15th September. Warranty fix rejected - asked to speak to LG. LG rejected, as model isn't available for repair, got back in touch with OCUK.

DPD return started 22nd September.

By 3rd October, monitor still not collected. Got back in contact with LG, who accepted return. Monitor collected 14th October.

12th November, LG contacted due to no updates. Monitor delivered back on 13th broken, rejected delivery.

LG contacted 13th November. Investigation started. LG Contacted 20th of November, no investigation started, new investigation.

MrRockliffe · 13 Nov 2020 at 15:58

Lysander said:
As far as I am aware if you accept the delivery, you accept the goods in the condition they're delivered. So I think your housemate was correct.

Absolutely - and I applauded him for doing so, as I know damn well LG would have said "well you accepted the monitor"

MrRockliffe · 13 Nov 2020 at 16:15

Psycho Sonny said:
Aren't the shop supposed to deal with it within the first year?

Or is that only for certain items?

I have to be careful with what I say but yes, OC should have dealt with it

May I add: legally, under consumer law. During the back and forward, they agreed to act as a middle man between me and LG but wouldn't take any responsibility for the repair.

I'm not conveying any opinion on what is/isn't fair, just stating facts

MrRockliffe · 13 Nov 2020 at 16:17

clv101 said:
My understanding is that it should have been returned to the retailer, your relationship being with the retailer rather than the manufacturer in the first instance.

Yes it should, but in this instance OCUK wouldn't handle the repair, only act as a middle man between me and LG

MrRockliffe · 13 Nov 2020 at 16:18

Wizzfizz said:
No, you don't need to be careful with what you say. I'd get in touch with OcUK and state this and see what their response is

I do as I've had posts previously removed as per their rules - which is fair enough. Just need to stick to facts rather than voicing opinion

MrRockliffe · 13 Nov 2020 at 16:25

Will Gill said:
Best to post in the customer service forum for the quickest response from ocuk staff

https://www.overclockers.co.uk/forums/community/ocuk-customer-service.116/

This has been previously posted within the forum but this was just to vent about LG, not OCUK :-)

MrRockliffe · 13 Nov 2020 at 16:30

Psycho Sonny said:
Hope you get it sorted soon.

Do you have a spare or a cheap one you could pick up in the mean time?

Thanks

I'm thankfully now in a position where I don't need it, but at the time it broke, I was job hunting/writing CVs/doing video interviews which I had to do on my iPad

That's when you realise that iPads definitely aren't computers yet!

MrRockliffe · 13 Nov 2020 at 17:04

Will Gill said:
My point was that if you wish to involve OcUK to resolve your issue asap, is to post in that forum. If this thread is discussing how to refuse delivery and best steps to take next, then no worries.

Ah okay, gotcha - thanks :-)

MrRockliffe · 13 Nov 2020 at 17:09

Dave85 said:
I had a nightmare with LG for a repair on both a fridge and a monitor a few years back so never touched them again. Got my lad a HP27FW and it developed a black patch after 6 months HP to give them props where amazing 48hour doorstep swap for a brand new boxed monitor did not even need to see the receipt was pleasantly surprised. The monitor is good as well. Just thought I would share a positive about them as they get a slagging allot so might be worth looking into them for future needs.

Only reason I gave into having LG handle it is because I was advised they would do an on the door swap but alas, they didn't :/

MrRockliffe · 20 Nov 2020 at 16:44

Update to this (just more venting):

Have chased LG this week, told that I will hear in 2-3 working days - I get nothing.

Have just called Overclockers who informed me they cannot do anything as I don't have the monitor and they won't step in between me and LG.

Feeling a little frustrated with this - almost at the point of doing a charge back on my credit card

I was really hoping OCUK could do a little more to help, since I was handed over to LG to deal with by them.

MrRockliffe · 20 Nov 2020 at 16:51

Just rang LG again and they have no recollection of anything going wrong - as far as they were concerned the monitor was delivered successfully back to me

MrRockliffe · 20 Nov 2020 at 17:25

GravyMonster said:
Unreal. Do you still have the tracking information to prove it wasn't?

Yep, email from DPD with pictures :-)

MrRockliffe · 20 Nov 2020 at 19:31

Malevolence said:
That's what I'd do, but aren't you way past the cut off time for a chargeback? Isn't it 120 days from the date of transaction?

Sorry not a charge back, initiate a section 75 claim

MrRockliffe · 21 Nov 2020 at 13:05

FoxEye said:
Dell are awesome in my limited experience and from everything I've ever heard. No quibbles swap outs (which they did for me twice) and free collection from your house.

What's not to love?

Otherwise if not buying Dell would have to make sure you were dealing with a retailer that doesn't try to avoid their legal responsibilities. If you can find one. They're all at it these days. "Oh no sir, after 30 days you have to take it up with the manufacturer." Amazing how many people get fobbed off like that.

I really wish I could get my money back and order the sell equivalent monitor direct from them

MrRockliffe · 21 Nov 2020 at 16:43

AtaRo said:
Have you try asking the LG rep here for some help.

LG Rep

No I haven’t, may be worth a go.

@Alice Gibbs are able to shed any light on the matter?

MrRockliffe · 21 Nov 2020 at 20:22

Psycho Sonny said:
https://www.overclockers.co.uk/forums/threads/who-is-the-new-lg-representative-on-here.18881405/

She isn't active here

Ah damn

MrRockliffe · 23 Nov 2020 at 12:01

I've sent OCUK a web note, will now look to email asking for them to confirm they're not able to do anything their side, so I have it in writing :-)

MrRockliffe · 23 Nov 2020 at 12:35

Thekwango said:
absolutely shocking behaviour from LG and OcUK. the OcUK customer service support many, myself included, have lauded in the past seems to have gone down hill considerably in recent months. coincidentally maybe but since 5UB moved roles customer service seems to only have gotten worse.

I hope you get sorted buddy.

Thanks, I'm sure I'll get something sorted.

I'm going to get in touch with Lloyds today to see what they recommend.