Page 1 of fault with my lcd, what can i do next?

im in the middle of trying to get my screen sorted. i have had banding problems, faint vertical lines appear when there is movement on the screen. i got in touch with john lewis, where i got it from, in early december. they gave me the details for sharp serv. i have been dealing with them uptil a few weeks ago.

in that time i have had four visits from their engineers who have replaced three parts, main board etc. this hasnt fixed the problem. the engineer told me that they werent aware of the problem with this screen, but he recognised that the problem was there. sharp serv did get in touch with sharp for me to see if anything could be done but as the screen was over the year old they couldnt. the last thing sharp serv suggested was to get back in touch with john lewis to see if they could do anything, as its where i bought it from.

i called them up over two weeks ago and heard nothing, so late last week i called them to see what was going on, they seemed to no nothing about my screen which i wasent pleased with as it was a wasted two weeks. so i gave them the details, again, and they would look into it. i got a call back today. sharp had told them that they could not see any fault and were not aware of this fault with this screen, and could only suggest the screen go to them for a few weeks or more for bench testing. this is all john lewis could offer, but from their own people.

the curious thing is, i also got a call from sharps own aftercare/customer person after i had called john lewis back, asking for feedback, the timing of that call was odd.

so i just want to know do i have any other choices here? it seems to me that although the issue isnt a known one, it is real so maybe i have a faulty screen. also why has it taken them this long to suggest bench testing, shouldnt this have been offered months ago? i just want to know if i have any other options before ringing john lewis back. if i dont have any choice, who would i be best to have it sent to?

sorry for going on a bit, just a bit annoyed that after four months it doesnt seem any closer to getting sorted.

cheers.

Ghosting SCART pin 19 problem?




I consider myself an optimist, albeit an optimist with cynical tendencies and a dark side that Lucifer himself would find a little creepy. (Perhaps you've noticed.) You don't normally associate cynicism with an upbeat pov. But I have exactly that combination and will defend it.

I hate answering the phone at work - It disturbs my sleep.

i have tried several scart leads. but the problem is on dvd playback, which i use hdmi or component, as well as freeview. and only occurs when there is movement onscreen, when nothing is happening onscreen everything looks great. but its very annoying as there is some form of movement most of the time. its affecting what i watch. i havent watched a dvd for months. just dont want to see lines all the time.

the engineer did change the part where the scart/cables etc go, the av ports.

cheers.

Have you tried disabling Pin 19 on the SCART leads though?

There`s multiple threads about it here, like this one.



I consider myself an optimist, albeit an optimist with cynical tendencies and a dark side that Lucifer himself would find a little creepy. (Perhaps you've noticed.) You don't normally associate cynicism with an upbeat pov. But I have exactly that combination and will defend it.

I hate answering the phone at work - It disturbs my sleep.

This item was edited on Tuesday, 17th April 2007, 09:29

i have tried the screen without anything connected by scart, hdmi etc, and the lines are still there.

cheers

I`d push John Lewis, whatever the fault, the TV has to be fit for purpose, obviously yours isn`t - is your JL warranty not five years? Your contract is with JL, not Sharp, so really JL should be doing the chasing up, not expecting you to sort it out thru` Sharp.

We had problems with a Samsung LCD bought from JL, screen failed, part couldn`t be found within a reasonable time limit. Eventually after we pushed, JL replaced the TV.

You could also phone trading standards, we got advice from them on wording correspondance etc, should things have escalated with JL.

thanks for the reply.

its been a few weeks since i last spoke with jl. i was actually going to get back in touch with them this week. i do have the 5year warranty and its just started the second year.

i wanted to see what options, if any i had before speaking with them again. i just feel like ive been past around over this and no one wants to sort it out. even after two weeks of waiting for jl to call me back, when they did they only told me something id told them when i first called them. and all they are offering is for the screen to be bench tested as i said. they even told me that it could be away for a few weeks and i would be without a screen.

is this all they can do? and why has it taken months for this to be suggested? i dont know the ins and outs but i would have thought that if a problem cannot be sorted after a few home visits, the item should be taken away to be looked at more closely. if this would have been offered months ago, fair enough.

should i give them a call saying im not happy? if they still say all they can do is take it away do i accept that?

cheers.

You should be pushing for a replacement mate,for sure.
You`ve given them sufficient opportunity to repair the problem,for sure.
I`d have pushed for replacement long before 4 attempts at repair.
One or two at most.
Out of interest,how soon after you bought it was the first repair ?
Take a note of that.
I say that because JL may try and take some value off the TV for it`s age.
I.E.if it was £600 new,they may try and give you a voucher for £500 now,because it`s over a year old.
HOWEVER,if your first attempt at repair was when the TV was relatively new,you should point that out,tell them to stick their reduced valuation and give you what you paid for it.

http://www.tradingstandards.gov.uk/consumers/consumers.cfm

Put your postcode in the above link and you`ll get the phone no. for your local trading standards office, they`ll be able to give you advice on your legal rights and the sale of goods act.

I would also give JL a ring and let them know that you are unhappy with the service you have received, keep it polite though. Empasise the 2wk wait for a phonecall, as they pride themselves on returning calls within 48hrs and the fact that you`ve been patient and fair in giving them x attempts at repairing your television. Invariably the person on the phone doesn`t have any authority to handle theses things, but will pass it "upstairs" and promise to ring back. ask when they will ring you back, if you are going to be out then ask them to ring back at a certain time. I`m stressing the keep it polite....our problem was solved, when one of the operators took pity on our tale of woe and really pushed the issue for us.

In the end I actually got my TV replaced and was refunded £100, as the tv was now on sale £100 cheaper! I never expected that.

many thanks for the replies, much appreciated. good to read some other thoughts/opinions. i got it last march, and reported it to jl late november, it cost £699, which is a lot of money for me.

to be honest ive spent the past few weeks thinking maybe i should have been more alert during the period i was in touch with sharp serv. i think i was glad they were coming out and the screen wasent taken away, so i didnt question anything. although the engineer did say a few times that they didnt know what was wrong, and he was just trying some things to see if they worked. i would have thought they should have taken the screen away back then. i dont see what good taking it away know would do.

jl have annoyed me with not calling back, i feel like they havent taken me seriously.i got the impression the lady i eventually spoke to, although polite, was giving me the company line, thats why i didnt say yes a few weeks ago, i wanted to get some more info/advice.

there is one last thing i can try myself. the only thing i havent done is move the screen to another room. i have it upstairs at the top of the house so maybe there is some interference, i dont know, its worth ago i guess, at least then i have tried everything. i think it is the screen but you never know. if it is the screen i will be onto jl straight away.

thanks again