LG refund letter - asses and help request

[binks123]

I want to send letter demanding refund from LG for my faulty monitor. Can u look at it and advice me is it well written or what more should i include in it please.

Letter:

02 June 2011

 

LG Electronics

Customer Service

 

Dear Sir/Madam,

 

I wish to complain about level of customer service regarding warranty repair of my monitor W2261 serial number 908MANJ2U407 I bought in Ballicom International on 04th September 2009.

 

On the screen of my monitor were something like dead pixels strips running from the top of the screen to the bottom. Because monitor was still under warranty I made claim and soon after that it was shipped to repair centre. But after few days someone from repair centre called me to ask me where exactly the fault is because they can't find it. I told them and stupidly thought that everything is ok, but after another day or two they called me back saying that the fault I was talking about wasn’t there and that my monitor will be shipped back to me. But after 5 min from receiving parcel from repair centre, when I hooked up the monitor to pc, the fault was clearly on the screen. I called customer service again and again they issued me ref number and I had to take extra day off from work because courier could be at my place between 13:00 and 14:00. I’m earning 11pounds/h so the 1day of my work cost me 88 pounds. But at the set up day, no one turned up at my place. So I called customer service again, and they gave me number of the repair centre for me to call them because they dealing with my claim. I called them and they set up another collection date. Again due to courier was able to come to me only during the day, I had to take another extra day off. Another 88 pounds. This time someone turned up and collected monitor. But after few days I got a call from repair centre again claiming that no fault was found and they will ship monitor to me. I was assured that monitor was only tested and no repair has been done. This time when monitor come back and I hooked up exactly as I was doing it before, it didn't worked at all.

So another phone call to customer service and another collection date and another extra day off work I had to take and another 88 pounds lost. This time I heard something after 7 days. The info was that they couldn't get the part and monitor has to be replaced and that I will have to call repair centre for them to ship my faulty unit to me and then I will have to sip it to my retailer for the swap.

Conclusion.

1. I don’t get it why when unit get to the repair centre for the first time, trained technician couldn't find the fault if my and some other people who I asked to verify my founding was able to locate the fault using only available as a freeware, software downloaded from the Web?

2. Why I had to lose overall 264 pounds taking extra days off work?

3. Why I had to be without my primary display for over a month time?

4. Why I had to go for all those stress to call you, call repair centre and lose money for phone calls?

5. Based on my experience with LG customer service I come to the conclusion that I will never ever buy anything branded LG. Especially electronics. It’s better for me as a customer to pay the extra money end buy some monitor from Dell’s professional family as an example. It’s 3 times more expensive than LG but monitor itself has far much better specs and the warranty and customer service is just superb. What’s more, based on my experiences with LG customer service, I’ll be discouraging anyone that will ask me for the opinion about LG.

 

 

Stating all the above I would like refund of the costs I had sustained. The overall sum of them is £264. In addition to that I am demanding refund for all the additional costs, stresses and time I have lost to sort this out. Estimation of them is £150

 

All the details of my case are in your possession.

 

Yours sincerely,

___________________

Signature

[raydetinu]

I understand your frustration. but have you hooked it up to another computer to check that it is not the computer output thats at fault, just to make sure.

If still a problem, suugest you it independantly checked by a specialist and get a report and then contact retailer for action.

[binks123]

I did check it on 2 different laptops and 2 different hdmi cables and 2 different dvi cables. So i know that it's not the cable or laptop fault.

[raydetinu]

Then suggest an independant test and report to back up your claim, you should get the cost of that back under SOGA.

[binks123]

But what is the point to do any independent testing if now monitor don't work at all? I just had a call from repair centre that they didn't get the part that they requested from somewhere and they want to schedule the delivery to me. According to the manager from lg which i spoke to 2day it works like this: they will ship me back my completely useless unit and then i have to ship it on my expense to the retailer and then he will give me replacement. But i've just visited retailer web page and they don't sell lg monitors any more. So what now? I'm asking couse they lost my warranty booklet which i put in to the box.

[raydetinu]

sorry, misread.

Is retailer aware at all of this arrangement/ action you have been undertaking.

Your claim/contract is with the retailer!

Did you or retailer send monitor to LG for repair under some extended warranty scheme?

the fact that the dealer does not now stock LG should make no difference as warranty still in place!

If LG accept fault it would seem logical that they just send you the new monitor direct and keeep old one and send retailer the paperwork to confirm.

[binks123]

Well, now i'm coming to conclusion that LG is one of the worst makers when it comes to warranty. I had just plain warranty, no extensions or whatever. I did shipped to repair because retailer put all warranties claims to manufacturer. So in this case LG. I send email to customer service asking them to reimburse me for the lost money and time. But they responded "We are sorry to hear of the problems you have experienced and for any inconvenience caused.

We would like to apologise that the repair centre did not pick up on your fault on the first testing and that you had to book time off work, unfortunately LG do not compensate for time off work."

What should i do next? I suppose that i need to send them hard copy of the letter. I have address and i'll send it on monday stating there that under SOGA i have every right to ask for reimbursement of concecuential losses. That's what i've been told by advisor from consumer direct. And what after statuary tine for them to reach agreement with me. Small County Court? Or something else?

[binks123]

I also made small adjustment to point 5 and the last statement of the letter. Now it reads " 5. Up until now I have always regarded you as an excellent supplier/company and products made by LG as quality and affordable to end user goods and I still want to consider them as such. But based on the experience with LG customer service I come to the conclusion that it’s no longer true and that I will have to consider my every future purchase very carefully. I wish I wouldn’t have to do it and I have every faith therefore that you will do what you can to rectify this situation.

As a customer it’s better for me to pay the extra money end buy some monitor from Dell’s professional family as an example. It’s 3 times more expensive than LG but monitor itself has far much better specs and the warranty and customer service is just superb. What’s more, I wouldn’t have to do it but based on my experiences with LG customer service, I will have no other alternative as to discourage anyone that will ask me for the opinion about LG products."

And statement - " I am waiting for the response to this letter to 13th June 2011 in hope for final reimburse of consequential loss according to Sale of Goods Act 1979 . After that time if no agreement will take place I will be forced to use every available court actions to resolve this dispute."

Is it ok or should i change it?

[raydetinu]

The trouble is you dont have a contract with LG, so you cant sue them, you can only take the retailer to court.

So suggest you write to retailer and request repair or compensation or you will take them to court!

the fact that they sent it on to LG to sort is an acceptance of the problem.

Under SOGA the repair should be carried out without undue inconvenience to the consumer.

If you want to get a faulty item replaced or repaired

 

 

You have the right to get a faulty item replaced or repaired, if you're happy with this (or if it's too late to reject it). You can ask the retailer to do either, but they can normally choose to do whatever would be cheapest.

 

Under the Sale of Goods Act, the retailer must either repair or replace the goods 'within a reasonable time but without causing significant inconvenience'. If the seller doesn't do this, you are entitled to claim either:

 

• reduction on the purchase price, or
  
• your money back, minus an amount for the usage you've had of the goods (called 'recision').
  

If the retailer refuses to repair the goods, you may have the right to arrange for someone else to repair it, and then claim compensation from the retailer for the cost of doing this.

 

You have six years to make a claim for faulty goods in England, Wales and Northern Ireland; in Scotland you have five years.