Lg Blu-ray player no luck with fixing it ***Resolved***

[aaronskinner2207]

hi guys/ladys

 

I have purchased an Lg Blu-ray player in April 2012 I had it for around 1 month and it went wrong.

I returned it the next day and they said they would have to send it off for repair as it was out of their 28 days exchange terms.

I had a phone call 2 weeks later to say it was in store and is ready for collection and they couldn't find a fault with it??

Ok So I then said ok I will take it home and give it a try - but still wasn't working?? Back I go again all the way to Ipswich which is a 25 minute drive there and 25 back and told them it still don't work, they said it would have to go back to the repair team again, this time with notes put on the paperwork and computer to help them with what the problem is.

Got a call on Monday to say it was back in store, then got another call to say it won’t be ready for a week, then another call today 28/06/2012 to say no problems found and ready for collect but bring your discs in and try them in store which I did and still didn't work the player still made a horrible noise and said error on the player, next I was told they would update the software in player and they would call Tuesday when this is done, then I got a call at 18.00 to say that they couldn't get an engineer out to me to fix it at my address so the lady said bring the discs that I’m trying to play in it up to comet and they will send them off with it for repair.

The problem with the player is it won’t play my mp4 or DivX/avi files anymore just stopped but plays the blu-rays fine??? I bought that player especially so I could play my mp4 files from my camcorder I don't really use it as a Blu-ray player so it’s completely no good to me in this condition.

Just to say that it says it plays the discs I’m trying to play on top of the player, worked well playing them for the 1st month before it went wrong

Also its cost me a lot of time and money in fuel going to Ipswich every-time they say its fixed buts it not.

The sales team leader of the store not James the manger but the big guy actually xxxxx and was very rude and nasty, and to be truthful they wasn't really very helpful

The Lg player was off the shelf to no box etc, would just like exchange or money back

 

any info please thanks aaron

[Conniff]

Welcome Aaron, where did you buy the player ?

[MARTIN3030]

so the lady said bring the discs that I’m trying to play in it up to comet and they will send them off with it for repair.

[aaronskinner2207]

Hi it wa the Ipswich store and yes Martin I brought them up then showed the comet staff that they wouldn't play in the machine like they did when I 1st got it,then went home got phone call to say they would like to send the discs off with the machine for the 3rd time for repair. I'm thinking about just dealing with head office I've writing a letter last night so gonna send it to them today, I'm thinking about just collecting it today and not sending it off anymore , what do you think ??? Thanks for quick responce

[rebel11]

Hi aaron

 

Welcome to CAG

 

How did you pay for it? If you paid by Credit Card / Visa Debit contact your card provider, ask to do a Chargeback.

 

http://www.which.co.uk/consumer-rights/sale-of-goods/your-rights-when-paying-by-credit-card/chargeback-on-credit-and-debit-cards/

 

If you can't do a Chargeback, Write a Formal Letter of Complaint , mark it as such.

Explain whats happened, how they have let you down and what you want them to do.

 

Send it to:-

 

Bob Darke, Managing Director

bob.darke@comet.co.uk

 

Some tips:- http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

 

Have a read of 12 and 13 in my signature.

 

Please let us know how your problem has been resolved, it could help fellow Caggers.

 

Thread has been moved to the correct forum.

[aaronskinner2207]

ok thanks have typed up a letter ready to send will let u know next reply I have .

[rebel11]

How did you pay for it?

 

ok thanks have typed up a letter ready to send will let u know next reply I have .

[aaronskinner2207]

Just a quick one,what is full address to send letter too?

[aaronskinner2207]

was paid with cash that time unfortunately and just a update it was a off the shelf item no box etc but still 1 years warranty

[rebel11]

*Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale)

 

*Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.

 

*Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.

 

*If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances)

 

was paid with cash that time unfortunately and just a update it was a off the shelf item no box etc but still 1 years warranty

[aaronskinner2207]

update... picked up player from comet and its not even playing normal dvds now .

Still need address people so i can send letter to the director thanks peeps

[MARTIN3030]

Comet Group Ltd., Comet House, Three Rivers Court, Rickmansworth, Hertfordshire, WD3 1FX

[aaronskinner2207]

Update ... I got this email today.

 

Dear Mr Skinner

 

I have sent a copy of your email to my office for them to complete a full investigation into the matter, of which we will endeavour to respond no later than 3 working days. If we are unable to give a complete response within this time we will contact you direct with an update on the situation.

 

In the meantime if you need to discuss anything urgently our contact number is 01482 592442.

 

Thanks for taking the time to write.

 

Bob Darke

[aaronskinner2207]

Thanks Martin !!! also just added update

[MARTIN3030]

Good 3 days is quite good.

Keep us posted.

[aaronskinner2207]

Will do-must go cut grass before it rain lol

[aaronskinner2207]

Update...

Got this email today,Also the player has now stopped playing dvds.completely no good to me.

Dear xxxxxxxxxxxxxxxxxxx

 

I was very concerned to read about the problems that you have experienced when visiting our Ipswich store.

 

 

It is most disappointing to receive letters such as yours, especially as we have invested in an ongoing staff-training programme. All of our colleagues work extremely hard to make sure our customers feel welcome in our stores and receive the very best service when shopping with us, I am therefore very disappointed to hear that you feel that we have let you down.

 

I have had a reply from the Manager and he states that the unit has been away twice with no fault found on both occasions. The store advised you that there are different types of Divex files that was why they asked you to bring them in to test.

 

Our store managers have the final say about all in-store decisions. They are fully trained in all aspects of our company policies and possess high levels of business knowledge. I have looked into the circumstances of what happened and in this case, endorse the decision of the store manager.

 

I appreciate that this is not the response you were looking for and I apologise for any inconvenience this has caused. I do hope that this will not deter you from shopping with us again in the future.

 

Regards,

 

xxxxxxxxxxxxxxxxxxxxxxx

Customer Care Advisor

[aaronskinner2207]

That is such a joke cant believe im gonna be stuck with this and out of pocket

[rebel11]

Whats the model number?

[aaronskinner2207]

lg bd550

[aaronskinner2207]

update, just phoned LG and they said straight away it has a (pick up fault) and they can`t understand how the comet team are missing this fault when its being send of???

[aaronskinner2207]

Update,

Just phone Lg and they said it has a (pick up fault) with it,and they cant understand how the team at comet are missing this when its sent off?

[rebel11]

Good, get them to send that to you in writing. Preferably in an e-mail. You can also ask Comets when they actually tested the actual DVD you purchased. Well Done on ringing LG that was one of the next suggestions. The other was scout the internet for complaints about that particular problem.

 

Update,

Just phone Lg and they said it has a (pick up fault) with it,and they cant understand how the team at comet are missing this when its sent off?

[aaronskinner2207]

ok will do this now

[aaronskinner2207]

LG.

Dear xxxxxxxxxxx

 

As discussed with one of our agents on the phone, we can confirm that after your description listed below of the issues you are experiencing there is a fault with the pick up assembly of your BD550.

 

Fault Description: Unit no longer reading any media (DVD/BD/CD) and when it tries, the unit makes a loud grinding noise and displays "ERROR"

 

Best regards,

 

 

Tom

 

 

TV, Media & IT Product Support

 

 

 

 

LG Electronics UK Helpdesk

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LG Customer Services

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