Broken Plasma

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ClintonKeenan

11 posts

Geek

#82276 26-Apr-2011 15:28

Hey guys

My grandparents bought a LG 50" Full HD Plasma TV about 16 months ago, no extended warranty was purchased. Obviously, this means that there is no warranty remaining. Just now, dark areas have started to appear on the screen, causing major viewing obstruction. The TV has never been abused or mistreated, or exposed to bad conditions. It has also never been exposed to conditions that would cause image burn. It was purchased from Harvey Norman, if that helps. I suspect that the back light of the TV has failed in some areas, although I am not an expert in TVs. There are roughly 4 large dark patches, and they are roughly symmetrical. They are large at the top, becoming thinner as they go down the screen.

Now, to the point. I will contact Harvey Norman, but I highly doubt that they will replace it under the current circumstances. But, I saw the recent episode of "Target", where a guy proved to the court that his PS3 should have lasted at least 2 years, and got a new one without being under warranty. My grandparents will take it there if need be, as I doubt they want to drop that much money on a new TV to replace one that is only 16 months old.

Is there any other way I could go about resolving this issue?

Thanks in advance.

nigelj

856 posts

Ultimate Geek

#462534 26-Apr-2011 15:33

You may be able to claim under the Consumer Guarantees Act (ref: http://www.consumer.org.nz/reports/consumer-guarantees-act & http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act) which is what the Target segment would have been about.

However, you have to prove that the TV should last a reasonable amount of time (personally, at least 3-5 years in my books).

That said, if it's a backlight, it may not be covered at all (edit: likely defined by expected lifespan of the backlights etc in the specifications located w/in the manual of the TV).

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ClintonKeenan

11 posts

Geek

#462537 26-Apr-2011 15:38

I see. But surely, a TV in general SHOULD last for more than 16 months, especially as this TV is only used at night, is treated very well, and was quite expensive...

Thanks for the reply.

wreck90

780 posts

Ultimate Geek
Inactive user

#462539 26-Apr-2011 15:40

Plasmas don't have back lights. That is LCD Technology.

Take a photo of the screen , and visit Noel Leeming with the receipt and tell them you would like it repaired or replaced for free under the consumer guarantees act.

They will likely try to wiggle out of their CGA obligations. But be persistent, mention that you are covered by the consumer guarantees act and they should repair/replace. If they still deny you, then ask them why they don't think you are covered by the CGA.

Then post details here and someone will help you with the next step .

ClintonKeenan

11 posts

Geek

#462544 26-Apr-2011 15:47

Evidently I am not so informed on TV's...

Thanks wreck, I will go to Harvey Norman on Friday with my grandfather, and try what you have suggested. I will report back here.

wreck90

780 posts

Ultimate Geek
Inactive user

#462545 26-Apr-2011 15:48

nigelj: You may be able to claim under the Consumer Guarantees Act (ref: http://www.consumer.org.nz/reports/consumer-guarantees-act & http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act) which is what the Target segment would have been about.

However, you have to prove that the TV should last a reasonable amount of time (personally, at least 3-5 years in my books).

That said, if it's a backlight, it may not be covered at all (edit: likely defined by expected lifespan of the backlights etc in the specifications located w/in the manual of the TV).

Consumer magazine in NZ says expected lifespan of plasma TV is 12 years.

Even if it had a backlight I reckon you are wrong about the backlight not being covered. The backlight is just one of many 'components' inside the TV. Unless it is specifically explained to the purchaser that the TV will likely fail after 16 months , then they should be covered. It should not matter what the 'user manual' hidden away inside the packaging happens to state.

dclegg

2805 posts

Uber Geek

Trusted

#462551 26-Apr-2011 15:52

ClintonKeenan:

Now, to the point. I will contact Harvey Norman, but I highly doubt that they will replace it under the current circumstances.

No guts, no glory. I'd say definitely give it a go, but be prepared to get stroppy when they initially try to tell you that its out of warranty.

I have successfully had something repaired outside its warranty under the CGA, but I didn't have to go to the retailer to get this to happen. I had a Pioneer AV receiver that I purchased from Harvey Norman (as part of a receiver/speaker package) which developed an annoying hum after two years.

I took it to the official repair agent for Pioneer. After paying a $55 inspection fee, they quoted me $380 to fix it. I declined, and asked them to detail what was wrong with it in writing. They said they couldn't do that, as I'd declined the repair (WTF?). I told them I wanted the information so I could press for a claim with HN under the CGA. As soon as I mentioned CGA, they offered to contact Monaco (Pioneers NZ distributor) to see if an out of warranty fix could be done. This was approved, and the service agent agreed to refund my initial $55 inspection fee.

ClintonKeenan

11 posts

Geek

#462556 26-Apr-2011 15:54

Awesome, this sounds promising. :D

mxpress

373 posts

Ultimate Geek

#462573 26-Apr-2011 16:16

I really don't think you will get much joy out of Harvey Norman. They are not known for out of warranty obligations. Try anyway, but I suggest instead using 'Mr Google' to find LG head office or importer in NZ, and contact them direct. I had an LG air con unit once that failed, 100% dealer i bought it from didn't want to know about it so i searched and found LG service centre in NZ. Without too much effort at all, they replaced my four year old, out of warranty Air con with a brand new one. They even travelled up to New Plymouth from Wellington, especially to install it. I was impressed! Chances are, it will be the same for the TV. You just have to find the right person at LG to contact. Good luck, if no joy, threaten fair go or Target and watch them run. At all costs, they will want to protect the good name that LG seems to have.

Dunnersfella

4063 posts

Uber Geek

#462684 26-Apr-2011 18:28

ClintonKeenan:
Now, to the point. I will contact Harvey Norman, but I highly doubt that they will replace it under the current circumstances.

You're right, odds on it won't be replaced straight away - that's because H/Normans have recourse under the law to get it repaired instead

. So while the TV won't get replaced on the spot (almost guaranteed that this won't happen) it will almost certainly be sent away to the LG service agent... that's what Harvey Norman / Noel Leeming / Bond & Bond / JB Hifi etc do. LG / Harvey Norman may well conclude that it's not worth getting it repaired, and may replace it instead - who knows!

To start resolving this issue - here's what you need to do.
1: Make sure you go into the store you bought it from, with the receipt in hand. Make it clear who owns the TV, as it's not you, don't leave any room for confusion on that issue.
2: Highlight the fault, show them the issue (they will ask if they can test it). They'll want to know what the TV's plugged into (DVD player / Sky yadaya to try and isolate any potential issues).
3: Ask for the manager - be nice, be patient. They're real people just doing their job, in my retail experience, good folk always got looked after...
4: Do ask nicely for a loan TV. It's not a given, but it doesn't hurt to ask.

Oh yeah, whatever you do - make sure you transport the tellie correctly! Do not lay it down as that will damage the panel, causing obvious issues that won't be covered! Remember, plasmas must be transported upright!

ClintonKeenan

11 posts

Geek

#462692 26-Apr-2011 18:45

Will do. Cheers