Is This Image Retention?

barmyllama · 21 Feb 2023 at 11:29

My LG B7 OLED has developed a green to tint. It's still under warranty with Richer Sounds. I called them today and explained the problem. First thing the guy said was image retention. I immediately disagreed and so he then asked me to send images. Which I have done and this is what I sent.

I have never gamed on this TV, nor have I watched any TV channels with banners for extended periods of time. In fact 90% of the time the TV is used at night with the curtains drawn. Even watching in the day, I draw the curtains.

Screenshot-20230221-105142 hosted at ImgBB

Image Screenshot-20230221-105142 hosted in ImgBB

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Image Screenshot-20230221-105131 hosted in ImgBB

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Image Screenshot-20230221-105053 hosted in ImgBB

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IMG-20230217-183747047 hosted at ImgBB

Image IMG-20230217-183747047 hosted in ImgBB

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mattyy · 21 Feb 2023 at 12:32

You can make out the upper and black bars you get from watching moves on those images. Have you forced a pixel clean to see if that makes any difference?

Glanza · 21 Feb 2023 at 12:37

Have you got anything in the room that would cast a reflection or bounce light onto the screen in the area the faults in?

barmyllama · 21 Feb 2023 at 12:37

mattyy said:
You can make out the upper and black bars you get from watching moves on those images. Have you forced a pixel clean to see if that makes any difference?

Ran the pixel refresher about three times now.

barmyllama · 21 Feb 2023 at 12:38

Glanza said:
Have you got anything in the room that would cast a reflection or bounce light onto the screen in the area the faults in?

The living room window is to the right of the screen. So I suppose yes it could, when the curtains are open, but not while the TV is on.

Ayahuasca · 21 Feb 2023 at 12:59

This happened to the B7 I gave to my parents, massive degradation over a short space of time. Fortunately, it was just within warranty still and Curry's covered it.

barmyllama · 21 Feb 2023 at 13:06

Ayahuasca said:
This happened to the B7 I gave to my parents, massive degradation over a short space of time. Fortunately, it just within warranty still and Curry's covered it.

Well if Curry's covered it, the I don't see why Richer Sounds wouldn't. I'll have to wait and see.

I don't see how it could be anything that they don't cover in their warranty, as they only specify "screen burn from channel logos or others static images."

Robzere31 · 21 Feb 2023 at 20:44

Exactly the same issue with my TV, started a couple of years ago
Happened 3 years into ownership (5 year warranty according to paperwork), contacted John Lewis who I purchased from & they didn't want to know.

hornetstinger · 21 Feb 2023 at 21:50

It's not IR it's uneven wear. My Kuro had something similar on the top and bottom borders. And since the central part of the TV is mostly in use- location of the TV presenter - that's where yours has more pixel wear.

barmyllama · 23 Feb 2023 at 08:37

Had an email back from Richer Sounds and unsurprisingly they are claiming image retention, but also some sub pixel degradation and they don't cover it in their warranty.

However, they have also said if I get it repaired via their LG referral, they will refund the cost of the repair which is fixed at £200. The only real downside is, according to Richer Sounds, this service is on hold until April.

Either way I'll try and start the ball rolling now.

Thanks for all the replies.

panthro · 11 Dec 2024 at 09:58

I had this same issue with my B6 but it was much worse. As it was out of warranty I went directly to LG and they admitted it was a fault with the panel. The cost was £200 but went up to £250 so I would check the price RS gave you.

barmyllama · 11 Dec 2024 at 10:58

panthro said:
I had this same issue with my B6 but it was much worse. As it was out of warranty I went directly to LG and they admitted it was a fault with the panel. The cost was £200 but went up to £250 so I would check the price RS gave you.

LG fobbed me of for weeks and weeks saying they weren't taking warranty repairs.

In the end Richer Sounds offered me an A2 for £375 or £400 (can't remember) so I took that.

I also sold the LG B6 as spares or repairs on eBay for around £100.

Still out of pocket, but wouldn't buy a TV from Richer Sounds again or recommend anyone else too. Not that buying from anyone else would've resulted in a better outcome.

panthro · 11 Dec 2024 at 11:50

barmyllama said:
LG fobbed me of for weeks and weeks saying they weren't taking warranty repairs.

In the end Richer Sounds offered me an A2 for £375 or £400 (can't remember) so I took that.

I also sold the LG B6 as spares or repairs on eBay for around £100.

Still out of pocket, but wouldn't buy a TV from Richer Sounds again or recommend anyone else too. Not that buying from anyone else would've resulted in a better outcome.

That sucks. Personally I haven't had an issue with RS they have always been good with me.
I never bothered with the repair from LG in the end and just put up with it and use it as a TV in my room. Going to bin it at some point though as the OS is ridiculously slow now.
I bought my C1 from RS because they matched a ridiculously low (at the time) online price and had the 5 year warranty, but I am now a member at Costco and saw a 65" C4 for ~£1100 inc VAT and they also offer a 5 year warranty so I may consider them in future. No issues with my C1 though after 3 years.

Ch3m1c4L · 11 Dec 2024 at 11:58

panthro said:
That sucks. Personally I haven't had an issue with RS they have always been good with me.
I never bothered with the repair from LG in the end and just put up with it and use it as a TV in my room. Going to bin it at some point though as the OS is ridiculously slow now.
I bought my C1 from RS because they matched a ridiculously low (at the time) online price and had the 5 year warranty, but I am now a member at Costco and saw a 65" C4 for ~£1100 inc VAT and they also offer a 5 year warranty so I may consider them in future. No issues with my C1 though after 3 years.

If its just the os that's slow, get a firestick or similar to breathe new life into it.

RedMogg · 24 Dec 2024 at 22:18

+1 for Costco. Their 5 year No Quibble warranty is far superior to RS' 6 years (who'll decrease/pro rata the value of your TV, each year of ownership).

I bought an early Sony OLED from RS that I had to really battle to get replaced under warranty (image retention/ghosting). Because I'd had it 3 years, they tried to reduced the replacement value by half (3/6 years = 50%). I argued that I'd complained about the issue for more than 18 months before they agreed to replace, so the value should be only be reduced by 1.5/6 (25%)...

Ended up claiming on S.75 via my Amex, who stepped in and eventually convinced RS to agree I could return it for a full refund.

In contrast:
I bought a TCL Mini-LED (75C845K) from Costco earlier this year, for £145 less than the next cheapest retailer.
After a few weeks, it developed a boot loop issue. I rang Costco, explained I didn't have the box anymore and was told so long as I could get it safely back to the store, they'd swap it straight away. So I got the Wife & my Dad to load it up, drove to Southampton and the customer service chap helped me unload it onto a trolley. I asked if Costco's warranty reduces the replacement value of the TV each year and he confirmed that you could take the TV back on the "4th year, 11th month and 29th day after the purchase date" and they'll either replace it or refund the purchase price in full.

10 minutes later I was driving home with an identical panel, which has been flawless (so far, touch wood).

And I won't be buying future TVs from anywhere else, from now on.