How long is too long
Discussion
I bought an OLED TV from Costco in September
In February it stopped working so contacted Costcos Concierge service who put me in touch with LG to initiate a repair.
An engineer visited at the beginning of March but was unable to repair it, the engineer said he would order more parts and arrange another visit. He returned about a month later and yet again was unable to fix it. He diagnosed a faulty screen and deemed it unrepairable. I had a call from the repair company 3 weeks later asking whether i had heard from LG with regards to whether they would replace the TV or actually warrant the expensive repair, i told them i'd not heard anything.
Fast forward to 2 weeks ago when i called LG after getting fed up waiting, i was put through to the resolution team where i spoke to a very helpful lady who after a bit of digging found that the repair company had not told LG that they couldn't fix the TV hence hearing nothing since they visited last, she promised to investigate and call me back the following day, She did not call back. I rang them again last Thursday, this time nobody from the resolution team was available but a marker was put on my case for someone to call me back the following day, nobody rang back! Monday i rang again and spoke to the same person who i spoke with 2 weeks before, she apologised and said they would look at initiating a repair of the screen, this time they would take the TV away to their repair center. I was promised a call back by 6pm. No call back, and still nothing 2 days later.
My original contract is with Costco but i can't return it unless i have a letter from LG stating it is unrepairable, it's exempt from their normal returns procedure. I tried ringing Costco and spoke to a really unhelpful woman in America who i lost my rag with and told her she'd be better off working at Walmart. LG seem to be completely useless, originally they said the repair company weren't open despite having visited twice to try and fix it.
At what point do i take it further? And who do i take it further with? At the moment i've paid £2k for a TV which has been broken for almost as long as it's was working
In February it stopped working so contacted Costcos Concierge service who put me in touch with LG to initiate a repair.
An engineer visited at the beginning of March but was unable to repair it, the engineer said he would order more parts and arrange another visit. He returned about a month later and yet again was unable to fix it. He diagnosed a faulty screen and deemed it unrepairable. I had a call from the repair company 3 weeks later asking whether i had heard from LG with regards to whether they would replace the TV or actually warrant the expensive repair, i told them i'd not heard anything.
Fast forward to 2 weeks ago when i called LG after getting fed up waiting, i was put through to the resolution team where i spoke to a very helpful lady who after a bit of digging found that the repair company had not told LG that they couldn't fix the TV hence hearing nothing since they visited last, she promised to investigate and call me back the following day, She did not call back. I rang them again last Thursday, this time nobody from the resolution team was available but a marker was put on my case for someone to call me back the following day, nobody rang back! Monday i rang again and spoke to the same person who i spoke with 2 weeks before, she apologised and said they would look at initiating a repair of the screen, this time they would take the TV away to their repair center. I was promised a call back by 6pm. No call back, and still nothing 2 days later.
My original contract is with Costco but i can't return it unless i have a letter from LG stating it is unrepairable, it's exempt from their normal returns procedure. I tried ringing Costco and spoke to a really unhelpful woman in America who i lost my rag with and told her she'd be better off working at Walmart. LG seem to be completely useless, originally they said the repair company weren't open despite having visited twice to try and fix it.
At what point do i take it further? And who do i take it further with? At the moment i've paid £2k for a TV which has been broken for almost as long as it's was working
Uour contract is with Costco not L&G.
From similar experience I never deal with the manufacturer as you have no comeback with them.
In my case my 2 week old screen was replaced with a "refurbished" one which was scratched visibly at a tilt when on its stand. That was replaced by a "new" one which was clearly secondhand, and was dead on arrival.
I took it back to currys and refused to leave until they dealt with the problem. They gave me a new screen.
From similar experience I never deal with the manufacturer as you have no comeback with them.
In my case my 2 week old screen was replaced with a "refurbished" one which was scratched visibly at a tilt when on its stand. That was replaced by a "new" one which was clearly secondhand, and was dead on arrival.
I took it back to currys and refused to leave until they dealt with the problem. They gave me a new screen.
I would go back to Costco we had a two year old tv that developed a line a across the screen concierge Arrange for an engineer they rang told us to send them a picture of the screen and then they told us it was to expensive to fix. Went back to Costco and bought a bigger tv for the same money all done in about a week
The retailer is responsible,
They’ve attempted to repair it twice and failed and need to either replace it or refund it.
Personally I’d take it into a Costco store and put it on the customer services desk and refuse to leave until either of those things happen.
Their own policies are irrelevant, the goods they sold you are not of sufficient quality and they have failed in their repair attempts.
They’ve attempted to repair it twice and failed and need to either replace it or refund it.
Personally I’d take it into a Costco store and put it on the customer services desk and refuse to leave until either of those things happen.
Their own policies are irrelevant, the goods they sold you are not of sufficient quality and they have failed in their repair attempts.
The_Nugget said:
Personally I’d take it into a Costco store and put it on the customer services desk and refuse to leave until either of those things happen.
Based on how busy and how big the customer services desk is at the Costco we use is, I doubt they'd notice. I feel they have tightened up over the years - the delight to give you your money back has long gone. I think if you jumped up and down, did a chargeback (which can be done with debit cards, but, unlike Section 75, is voluntary), or sued them then they'd cancel your membership. On a chargeback I'd be amazed if they didn't refute it.
Supposedly the store managers have a lot of authority so, assuming it was bought in store, I'd try that route.
We returned the TV to the store the weekend it stopped working only to be told the policy on consumer electronics (I had already looked it up but thought I'd chance it anyway)
https://www.costco.co.uk/cancellations-returns-ref...
Taking it back again and stamping my feet is no good if they're just going to stick by the returns policy.
https://www.costco.co.uk/cancellations-returns-ref...
Taking it back again and stamping my feet is no good if they're just going to stick by the returns policy.
Nickyboy said:
We returned the TV to the store the weekend it stopped working only to be told the policy on consumer electronics (I had already looked it up but thought I'd chance it anyway)
https://www.costco.co.uk/cancellations-returns-ref...
Taking it back again and stamping my feet is no good if they're just going to stick by the returns policy.
Their returns policy doesn't over-ride your consumer rights though, they should know that.https://www.costco.co.uk/cancellations-returns-ref...
Taking it back again and stamping my feet is no good if they're just going to stick by the returns policy.
Had the same situation in few years ago, and it was an absolute hassle.
The company that Costco sourced to carry out the repair was appalling, and I think rubbish is too kind a word to use for them.
Eventually, after a lot of time being wasted, calling Costco and the repair company, I got a full refund, so I would say to keep going.
The company that Costco sourced to carry out the repair was appalling, and I think rubbish is too kind a word to use for them.
Eventually, after a lot of time being wasted, calling Costco and the repair company, I got a full refund, so I would say to keep going.
nikaiyo2 said:
Surely the usual customer protections do NOT apply at Costco, as it is not a retail sale to a customer it is a B2B transaction.
I was told that some years ago by Trading Standards during a dispute with Makro. It's wrong, I think. SoGA does apply to B2B transactions. For consumers it's been replaced by CRA. Costco make reference to the CRA in their T's & C's. Snag is the only way to enforce these things is to sue.
Cooperman said:
Maybe a call to your Trading Standards Office might help.
They generally don't exist now as far as the public is concerned - you'll be referred to Citizens Advice.I'd try the store manager.
Or email / write here: https://customercare.costco.co.uk/app/answers/deta...
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