Issue with 4K tv 16 months old

TrustedApple

Hi guys I have a major problem with my 16 month old LG 4k TV that I bought from power city online for a total of 1200 euros.

In the last month I have got a Xbox one s and a Ps4 pro the 4k consoles. Now the issue is the TV basically giveing me odd flashes, like a black fog on the screen, things not displaying on screen when turned on. Lines on the screen. Like a really dotted picture.

I have changed the HDmi to 3 different HDmi that support 4k all are brand new they came with the consoles in question. I also then tryed my MacBook pro retina that outputs to 4k I am getting the same issues as well as I was getting on the consoles with the cables as well. With the display not turning on but get sound ans so on.

Am I wrong to think the issue is with the HDmi on the TV need to be replaced? Or is a new TV could be due?.

As I won't to point out another issue on it I have had to change the TV stand eg the base of the TV twice as it keeps cracking in different points and after paying 1200 euros for a TV I expect it to display 4k with out issues.

goodlad

If you are close to the powercity you bought it from then drop into them and bring some pictures of the lines on the TV screen. See what they say or just give thema buzz. I always found their phone customer service brilliant

TrustedApple

I contacted them Friday morning about it and they got back to me on Friday and said they would get back to me again over the issue but it should be today but i am going to wait and see.

Here is a photo of what it displays like and its like this on loads of HMDI cables

ohnonotgmail

when you say "lines on the screen" do you mean the moire pattern that is visible in your pic?

TrustedApple

ohnonotgmail wrote: »

when you say "lines on the screen" do you mean the moire pattern that is visible in your pic?

That's one of the issues I have been haveing with it and the only one I have took a photo off.

The pattern happens a lot then the screen will keep flashing.

Then after maybe 30 secs it go's normal.

I have had ones where there Hass been lines on the display.

Any time I play video games the screen just flashes and gives a strange black fog on the screen. Like it fells it should not be there as it does not move when I am playing a game as the game is playing perfect behind this black fog. This is on both Xbox one s and Ps4 pro. At start I tought was one game doing it but has been quite a few different ones.

TrustedApple

Give Pete a update on this. Dealing with power city for 4 days via email I have not got anywhere with them. They are blaming all my 4k consoles and laptop as the issue. Not the TV. They won't send someone out to repair it I have asked 3 times now. They said as out of warranty they don't need to.

So I have now asked for a refund or replacement as they have refused to give a repair eg to send someone to me.

I tought currys and pc world where bad this is another lv of bad service.

WildCardDoW

TrustedApple wrote: »

Give Pete a update on this. Dealing with power city for 4 days via email I have not got anywhere with them. They are blaming all my 4k consoles and laptop as the issue. Not the TV. They won't send someone out to repair it I have asked 3 times now. They said as out of warranty they don't need to.

So I have now asked for a refund or replacement as they have refused to give a repair eg to send someone to me.

I tought currys and pc world where bad this is another lv of bad service.

Good request (to the store) on this is to ask them to if you bring the TV in they confirm it with their own 4K device that works on another TV and offer to bring in your devices and try them on a display model in store as a comparison. The assumption being that your devices will work on their 4K TV as expected and their device will fail on your TV. Point out to them that under Sale of Goods and Supply of Services Act you certainly have more than 16 months of a guarantee on an item such as this. You don't have to take the step of demonstrating the issue of course, you can go straight to SCC.

Anyway, if they don't entertain that (and then accept the results if an error is produced with their device) then it's SCC.

TrustedApple

I have provided them proof of the consoles and Mac working perfect on another 4K TV to them they are refusing to take it into account as proof as me testing the product as i live nearly 250km for the closeist power city store.

I have said to them countless times my rights and have spoke to there manager and he said to me see you in court to me as i wont take his option of sending the TV to them myself to see if it might get repaired. I asked to show it to the reaper man in person the issues and they said nope to it. We are going to test it and let you know if a issue with 4K on it. I said to them how can you tell you dont have a PS4 or xbox one S to test the issue i was told we have better ways then that and to stop my attitude i have with power city.

So disappointed that they will only repair if i ship it up to them myself and pay for it myself and cant give me a time frame on it.

I am buying any TV from amazon form now on as lest they blame them selfs and not the person who bought if there is a issue with the product !!!.

Vicxas

Isnt it a 2 years warranty in the EU?

TrustedApple

Vicxas wrote: »

Isnt it a 2 years warranty in the EU?

Sadly no its 1 year as the consumer rights in Ireland are stronger then the eu law as the Irish law gives more support.

Then you have retailers taken the piss like power city who don't care about them

Edit

Major update on this issue they have argued to sending out someone to my house to look at the TV after a 15 min phone call and a another email.....

In total 40 emails and 3 phone calls to get someone to look at the TV Facepam and I asked for that in the 1st email....

ssmith6287

whats the model number of the tv, Is it defo 4k?

TrustedApple

ssmith6287 wrote: »

whats the model number of the tv, Is it defo 4k?

It's defo 4k haha. The big ultra HD sticker in the lower right hand corner of the screen.

And the fact it works in 4k when it won't to... Kind of. Shows its a 4k TV.

ssmith6287

cool story ......

4k and UHD aren't the same thing though

TrustedApple

ssmith6287 wrote: »

cool story ......

4k and UHD aren't the same thing though

Then how can you explan why my TV outputs in 2160p ?.

ytpe2r5bxkn0c1

TrustedApple wrote: »

Then how can you explan why my TV outputs in 2160p ?.

Format
Resolution

Ultra-high-definition television
3840 × 2160


Ultra-wide-television
5120 × 2160

DCI 4K (native resolution)
4096 × 2160

lawred2

erm....

ssmith6287

whats the model number ....

TrustedApple

Lg 49uf770v

Stheno

http://www.techradar.com/reviews/audio-visual/televisions/lg-49uf770v-1311315/review

This review of it wasn't great working wonder if it's similar to your issues?

ssmith6287

What display settings are you using on your ps

Riesen_Meal

Id hold out doing anything until the next FW update :



http://www.polygon.com/2016/11/14/13625920/ps4-pro-4k-tv-black-screen

Does your Xbox One S do same?

ED E

Fieldog wrote: »

Id hold out doing anything until the next FW update :



http://www.polygon.com/2016/11/14/13625920/ps4-pro-4k-tv-black-screen

Does your Xbox One S do same?

Wouldnt explain the XBox and the MBP.


OP, are you using a long cable? Like 5m? Try a 1, 1.5 if you are just to be sure.

TrustedApple

ED E wrote: »

Wouldnt explain the XBox and the MBP.


OP, are you using a long cable? Like 5m? Try a 1, 1.5 if you are just to be sure.

All of them are doing the same and there all short 1.5 it 2.0m cables I have a video I am going upload to give a idea of what happens

TrustedApple

Issue of it happening with the PS4 PRO. The sound is coming from the TV. Then after the video the TV just random turns off.

Same happens on both xbox one S and Macbook Pro.

Riesen_Meal

TrustedApple wrote: »

Same happens on both xbox one S and Macbook Pro.

HAS to be the TV!

Or some sort of handshake issue between the HDMI and the TV?

If its only 16 months old I would be bringing the whole TV and PS4 Pro to show them into Power City with me and ask them nicely to repair or replace.....

ssmith6287

The TV was bought before the PS4 and Xbox id imagine. Is it newer then your MacBook?

TrustedApple

ssmith6287 wrote: »

The TV was bought before the PS4 and Xbox id imagine. Is it newer then your MacBook?

The MacBook Pro would be a year older then the TV.

I have had issues with HDMIs on it before on the PS4 and Xbox one. The older none 4K consoles sometimes sound would go and sometimes they wont come on the TV when i turn the consoles on.

They have agreed to come out to fix it in my house after basically 4 days of emails between them but they cant give me a time frame on it .... but i am going to give them 2 weeks from yesterday to come out otherwise i will send them a letter saying i am going to go to the small claims court.

ssmith6287

They will bring an LG player with advertising material optimised for their tvs. this will play perfectly and then they will say its your devices. if I were you id have the MacBook plugged in, make sure you have selected an automatic resolution, when they arrive. they can argue that the tv is older then the hardware / software in the ps4 xbox so they couldn't guarantee it will work. That's if they're PC reps.

Id imagine if they've organised for an LG engineer / independent warranty repairest they will diagnose an issue right away and either be able to fix it there or at least tell you your options. either way if the tv isn't working when they leave make sure the diagnoses is on paper with a signature

TrustedApple

I think it's independent warranty repaired who's coming out to see what's wrong.

Don't worry I will have all 3 of them next to me when it needs to be tested as going to show them everything that is wrong with the 4K and the HDmi.

They have Allready tryed to blame everything else and not the TV at this stage. Yap that's the plan I won't it in black and white once they see the issue.

Riesen_Meal

More LG 4K issues in this other thread I found :

http://touch.boards.ie/thread/2057648187/1

TrustedApple

Still waiting for power city 2 days later to even tell me someone is coming down with a time and date to repair it extremely bad service that only stemmed to get worse ha

runawaybishop

TrustedApple wrote: »

Still waiting for power city 2 days later to even tell me someone is coming down with a time and date to repair it extremely bad service that only stemmed to get worse ha

They are under no obligation to send someone out to you. You've refused to bring the tv into them so they don't actually need to do anything to assist you further.

TrustedApple

runawaybishop wrote: »

They are under no obligation to send someone out to you. You've refused to bring the tv into them so they don't actually need to do anything to assist you further.

Ahh how can I bring the TV to them when I live near 300km from there store?.

They wonted me to pay for the shipping up when I bought the TV online I am sorry to say when you buy things online you expect some kind of service. Why sell something and tell them you need to pay to return it when you bought it from a online store and not a retail store if I bought from the store in Dublin I would have to bring it back. Myself.

I bought it from a online store means no shop. They have to do some kind of service not expecting me to ship a 50 inch TV that is 25 KG up the country.

I like to see you if the shoe was on the other foot with your TV.

runawaybishop

TrustedApple wrote: »

Ahh how can I bring the TV to them when I live near 300km from there store?.

They wonted me to pay for the shipping up when I bought the TV online I am sorry to say when you buy things online you expect some kind of service. Why sell something and tell them you need to pay to return it when you bought it from a online store and not a retail store if I bought from the store in Dublin I would have to bring it back. Myself.

I bought it from a online store means no shop. They have to do some kind of service not expecting me to ship a 50 inch TV that is 25 KG up the country.

I like to see you if the shoe was on the other foot with your TV.

Where you live isn't really their problem. Did you ask if you could bring it into a more local store?

Also if the item does turn out to be faulty you should get your postage back.

TrustedApple

runawaybishop wrote: »

Where you live isn't really their problem. Did you ask if you could bring it into a more local store?

Also if the item does turn out to be faulty you should get your postage back.

Ahhh there is no local store in cork city. It's sound store down here not power city.

Also they said nope you have to pay to bring it up and to bring it back down as we won't cover it at all.

The panel in question has gone a lot worse since then as this issue is not the HDmi as I 1st said. As the panel got the strange lines as in the photo I posted here but I unplugged the console form the TV and it was on all HDmi the smart apps everything the odd grain was on.

Then the click sounds and white screen when you turn on happens every time now then it starts working.

I really can't work out what is wrong with it.

runawaybishop

TrustedApple wrote: »

Ahhh there is no local store in cork city. It's sound store down here not power city.

Also they said nope you have to pay to bring it up and to bring it back down as we won't cover it at all.

The panel in question has gone a lot worse since then as this issue is not the HDmi as I 1st said. As the panel got the strange lines as in the photo I posted here but I unplugged the console form the TV and it was on all HDmi the smart apps everything the odd grain was on.

Then the click sounds and white screen when you turn on happens every time now then it starts working.

I really can't work out what is wrong with it.

If it's faulty they have to reimburse you for shipping, eu directive. If it's deemed not faulty or you broke it yourself then you pay. If they are agreeing to send an engineer out to you then that's way more than they are required to do.

TrustedApple

runawaybishop wrote: »

If it's faulty they have to reimburse you for shipping, eu directive. If it's deemed not faulty or you broke it yourself then you pay. If they are agreeing to send an engineer out to you then that's way more than they are required to do.

Well you are not dealing with power city at all here I have been quoting then every single law under the book and the clearly said nahh and nope to me in emails and phone calls.

Yes and no to that it's just bad customer support as they did not even say sorry once for the problem they have with my TV or say we will try and get this fixed for. You. If you seen the reply form them you be shocked.

XsApollo

Bring the tv back to the store or ship it back to the store.
Let them check it, see what they do.
If they don't replace it or repair it or refund you , don't take it back and go ahead with small claims.
Keep an account of everything you have done with emails and receipts for shipping or whatever else.

ED E

And retailers wonder why we shop with Amazon....

Call Joe Duffy, that'll light a fire under their arse. Seriously.

TrustedApple

ED E wrote: »

And retailers wonder why we shop with Amazon....

Call Joe Duffy, that'll light a fire under their arse. Seriously.

This is the reason I buy from Amazon they give service and care if you have a issue.

Power city said to me I am the one with a issue with wanting to get get my TV fixed, 4 months out of warranty.....

I really think a call to Joe is in order.

XsApollo

Are you bringing the tv back and taking them to Small claims also?

davo10

ED E wrote: »

And retailers wonder why we shop with Amazon....

Call Joe Duffy, that'll light a fire under their arse. Seriously.

Would Amazon pay to have the TV sent back or send a repair man to the op's home after 16 months?

The problem here seems to be the op's proximity to the store where it was bought rather than the service. If the op could bring it to the store, it could be tested and if the shop is in the wrong then the op has the option of the SCC, but the shop haven't had the opportunity to examine it yet because the op won't bring it back.

TrustedApple

XsApollo wrote: »

Are you bringing the tv back and taking them to Small claims also?

As I said countless times I did not buy it from there store....... I have never been in a power city store in my life. I bought it online from power city as they where cheaper then argos and amazon who did not ship the TV to Ireland this is why I bought from power city a mistake.

Considering I would have to pay to ship a 25KG TV up the country eg 300 km at my own account and they then said if I do they still can't give me a proper time frame for it to be even looked out could be 10 business days could be more..... This is why I got thick at then when they could not even give me a time frame to get the TV fixed and the fact I had to pay to ship it and return it. This is why I wonted them to come out to me to fix it as I was not sending my TV to be fixed when ever they won't and at this stage it prob be after xmess to I see it again.

They have seen proof via videos photos you name it and they still blame me for the issue with the TV... The TV has all ready been repaired once when it cracked for no reason when it was barely 2 months old. They repaired that with a repair man to my house in less then 5 days now as it's out of warranty they don't care and they have said it's my issue now as it's out of warranty.

I am going to bring them to small claims at this stage as they won't even email me back or call me back when I try to call them they won't pick up the phone.

I won't my TV fixed so I can use it again as I can't enjoy my 4K tv at all.

I nearly just bought another one last night from Amazon as I am sick after going on the 2nd week or fighting with power city to repair my TV.

davo10

TrustedApple wrote: »

As I said countless times I did not buy it from there store....... I have never been in a power city store in my life. I bought it online from power city as they where cheaper then argos and amazon who did not ship the TV to Ireland this is why I bought from power city a mistake.

Considering I would have to pay to ship a 25KG TV up the country eg 300 km at my own account and they then said if I do they still can't give me a proper time frame for it to be even looked out could be 10 business days could be more..... This is why I got thick at then when they could not even give me a time frame to get the TV fixed and the fact I had to pay to ship it and return it. This is why I wonted them to come out to me to fix it as I was not sending my TV to be fixed when ever they won't and at this stage it prob be after xmess to I see it again.

They have seen proof via videos photos you name it and they still blame me for the issue with the TV... The TV has all ready been repaired once when it cracked for no reason when it was barely 2 months old. They repaired that with a repair man to my house in less then 5 days now as it's out of warranty they don't care and they have said it's my issue now as it's out of warranty.

I am going to bring them to small claims at this stage as they won't even email me back or call me back when I try to call them they won't pick up the phone.

I won't my TV fixed so I can use it again as I can't enjoy my 4K tv at all.

I nearly just bought another one last night from Amazon as I am sick after going on the 2nd week or fighting with power city to repair my TV.

As of now you can't yet prove it is faulty, they can argue it could be operator misuse. The only way they/you can prove either is by having it checked and they are within their rights to require you to send it back to where it came from. If it's faulty and they don't give you redress then you go SCC route but as things stand they will just inform the court that you refused to return it for inspection.

TheChizler

OP get it shipped up to them. There are couriers who'll do this for €20-30.

TrustedApple

davo10 wrote: »

As of now you can't yet prove it is faulty, they can argue it could be operator misuse. The only way they/you can prove either is by having it checked and they are within their rights to require you to send it back to where it came from. If it's faulty and they don't give you redress then you go SCC route but as things stand they will just inform the court that you refused to return it for inspection.

TheChizler wrote: »

OP get it shipped up to them. There are couriers who'll do this for €20-30.

As I said if you paid 1200 euros for something you expect service of not haveing to be out of pocket for repairs. It's Amazing that they came to the same area before to repair the cracks no problem and now they have the issue of going to the same area. I have priced this it's a lot more then 20 euros.... I sent a GameCube via standard post and it was nearly that price....

I can prove its a issue with the circuit board in the TV . That have argued in black and white to send someone out to me as I have said... Now I have heard Notting since last tusday of them agreeing to send someone out... . I have not refused to send it up to them I refused on the grounds they can't give me a time frame on a repair and won't me to pay for the return.

Like just say you had your TV takeing away from you and said ahhh Yah we don't know when it will be back how would you fell?.,

davo10

TrustedApple wrote: »

As I said if you paid 1200 euros for something you expect service of not haveing to be out of pocket for repairs. It's Amazing that they came to the same area before to repair the cracks no problem and now they have the issue of going to the same area. I have priced this it's a lot more then 20 euros.... I sent a GameCube via standard post and it was nearly that price....

I can prove its a issue with the circuit board in the TV . That have argued in black and white to send someone out to me as I have said... Now I have heard Notting since last tusday of them agreeing to send someone out... . I have not refused to send it up to them I refused on the grounds they can't give me a time frame on a repair and won't me to pay for the return.

Like just say you had your TV takeing away from you and said ahhh Yah we don't know when it will be back how would you fell?.,

Op I'm not saying you are wrong or that the tv is not faulty, but until the shop examine they will not acknowledge the fault. As far as they are concerned it could have been caused by misuse and they don't want to pay for something which you may have caused.

How can they give you a time frame on repair without first seeing it? It may have to be sent back to manufacturer. It seems to me that you are actually delaying the repair by your stance, if they don't come out for another week or two and then send to the manufacturer, you will be without it for longer than if you send it tomorrow, they have it Tuesday and they can see what needs to be done and inform you. Hopefully you will get a replacement but that won't happen until they see your tv.

TheChizler

TrustedApple wrote: »

As I said if you paid 1200 euros for something you expect service of not haveing to be out of pocket for repairs. It's Amazing that they came to the same area before to repair the cracks no problem and now they have the issue of going to the same area. I have priced this it's a lot more then 20 euros.... I sent a GameCube via standard post and it was nearly that price....

I can prove its a issue with the circuit board in the TV . That have argued in black and white to send someone out to me as I have said... Now I have heard Notting since last tusday of them agreeing to send someone out... . I have not refused to send it up to them I refused on the grounds they can't give me a time frame on a repair and won't me to pay for the return.

Like just say you had your TV takeing away from you and said ahhh Yah we don't know when it will be back how would you fell?.,

You're not going to make progress until they examine it themselves. Since you bought online you should probably ship it back to the address of origin, but they seem to have accepted the bricks and mortar store as an alternative. If it does turn out to be faulty you would definitely be reimbursed the shipping cost to the distribution centre, and most likely they'd have to refund the shipping cost to the alternative either.

While you have a right onto one of the three Rs if it's faulty, they have the right to examine it. The legislation is very clear about returning online orders, you pay the shipping cost if it turns out not to be the store's fault.

For the sake of €30 and getting a working TV again I'd ship it straight away. Maybe get them to confirm in writing that they'll reimburse the shipping cost if it's faulty.

ED E

davo10 wrote: »

Would Amazon pay to have the TV sent back or send a repair man to the op's home after 16 months?

The problem here seems to be the op's proximity to the store where it was bought rather than the service. If the op could bring it to the store, it could be tested and if the shop is in the wrong then the op has the option of the SCC, but the shop haven't had the opportunity to examine it yet because the op won't bring it back.

Amazon would send him a new one and then sort out a pre-addressed shipping label for him to get the old one back to Louth. Thats how they roll.

davo10

ED E wrote: »

Amazon would send him a new one and then sort out a pre-addressed shipping label for him to get the old one back to Louth. Thats how they roll.

That really is a fantastic service, I've never bought a tv from Amazon but I will in future, could you provide the link to confirm that is the policy when buying TVs from Amazon just in case I ever have an issue. Also, do they insist on that service from marketplace sellers or does it just apply to Amazon's own online sales?

TrustedApple

As well I bought a Samsung s6 edge plus the battery failed in it after a few months. Called them they said sorry sent return labels and sent me a new one on the spot.


This is amazon for you fantasic service. That's who I be buying my next TV from as at lest they seem to care if you have a issue with something and not blame you on the issue and waste hours in trying to get it fixed. Amazon would be 15 min on the phone Bob your uncle and your sorted.