LG UltraFine 5K - Owners Thread

[jimthing]

The 30 days in the UK is around damage of the product upon delivery. LG have admitted to a manufacturing flaw which means the 30 days is irrelevant, standard warranty applies, i.e. first year is from the seller, second year is manufacturer under EU law, then there is the UK sale of goods act which goes far further. Apple MUST accept returns if one is requested, they are not making a special exception.

The UK "Sales Of Goods Act (1979)" doesn't apply anymore:
http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act

It's now all governed under the "Consumer Rights Act (2015)":
http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

To be clear, they're making a "special exception" under their own policy, not under consumer law. Hence why I raised it with them.

The underlying point is that, in my case at least, they would refund or replace, but they expected the return back BEFORE I'd get the replacement: unacceptable for my work. Hence I declined, and reordered a pair of new ones for "3-4 weeks" advertised delivery, and will return the first pair as if they were the new pair accordingly within the two weeks afterwards.

If fact, the only reason I phoned them, was so that they would have a record of a complaint on file for my account, in case I have to call them out on it in the future. I didn't waste my time redoing any technical crap with them on the phone (e.g. resting SMC, etc.), as I knew that was a total waste of both our time, given LG have admitted hardware manufacturing failures already with the early batches.

 

[iBrooker]

The UK "Sales Of Goods Act (1979)" doesn't apply anymore:
http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act

Its now all governed under the "Consumer Rights Act (2015)":
http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

To be clear, they're making a "special exception" under their own policy, not under consumer law. Hence why I raised it with them.

The underlying point is that, in my case at least, they would refund or replace, but they expected the return back BEFORE I'd get the replacement: unacceptable for my work. Hence I declined, and reordered a pair of new ones for "3-4 weeks" advertised delivery, and will return the first pair as if they were the new pair accordingly within the two weeks afterwards.

I had no idea they changed the law!!

I don't like this at all:

Six months or more
After the first six months the burden is on you to prove that the product was faulty at the time of delivery.

In practice, this may require some form of expert report, opinion or evidence of similar problems across the product range.

Find out more about how to return a faulty item and claim a refund, repair or replacement from a retailer.

You have six years to take a claim to the small claims court for faulty goods in England, Wales and Northern Ireland and five years in Scotland.

This doesn't mean that a product has to last six years - just that you have this length of time in which to make a claim if a retailer refuses to repair or replace a faulty product.

So are they basically saying that goods now only need to last 6 months?

Previously they had to last a reasonable amount of time. For instance, you would reasonably expect a TV to last at least 3 years.

I hope we're not getting screwed by this new law.

 

[daveak]

The UK "Sales Of Goods Act (1979)" doesn't apply anymore:
http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act

Its now all governed under the "Consumer Rights Act (2015)":
http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

You are right, reading that it looks like our wonderful government have screwed us over again compared to the sale of goods act.

To be clear, they're making a "special exception" under their own policy, not under consumer law. Hence why I raised it with them.

That is my point, their policy is irrelevant. Their policy could be to hand over your first born to be allowed to use their product. The law applies whether they like it or not. Your post, to me, gave the indication that anyone else attempting to obtain a return they are entitled to, may not be able to, so I attempted to clarify the situation.

The underlying point is that, in my case at least, they would refund or replace, but they expected the return back BEFORE I'd get the replacement: unacceptable for my work. Hence I declined, and reordered a pair of new ones for "3-4 weeks" advertised delivery, and will return the first pair as if they were the new pair accordingly within the two weeks afterwards.

Now there you are on dodgy ground IMO.

 

[jimthing]

I had no idea they changed the law!!

I don't like this at all:



So are they basically saying that goods now only need to last 6 months?

Previously they had to last a reasonable amount of time. For instance, you would reasonably expect a TV to last at least 3 years.

I hope we're not getting screwed by this new law.

I wouldn't worry about it. Good retailers and then manufacturers should be honourable, and follow the law accordingly. The bad ones are always going to be a pain, and thus lose business.

Amazon are always good, in my experience, accordingly. And even the dreaded Curry/PC World have given me reasonable service, when I ordered a new oven to replace a knackered one recently, then they dropped the price £100 two weeks later, I phoned them and they refunded me the difference when I complained.

YMMV, along with everyone else's in this world, of course!
[doublepost=1487109914][/doublepost]

You are right, reading that it looks like our wonderful government have screwed us over again compared to the sale of goods act.



That is my point, their policy is irrelevant. Their policy could be to hand over your first born to be allowed to use their product. The law applies whether they like it or not. Your post, to me, gave the indication that anyone else attempting to obtain a return they are entitled to, may not be able to, so I attempted to clarify the situation.



Now there you are on dodgy ground IMO.

Who cares. I haven't got time to muck around dealing with silly returns/refunds policy that doesn't take into account me needing to WORK to earn a living using products they supplied.

...of course, as technology can fail one at any time, like anyone in this predicament, I have an additional Mac Mini anyway with it's own screen, as a reserve. ;-)

 

[VirtualRain]

... so instead decided to simply order two new displays for future delivery, and will then return the first pair as if they were the second ones, within the two weeks of Apple's normal returns period. (from my long experience with Apple's delivery dates, they almost always show accurate dates; preferring to beat them by delivering early, rather than not meet the advertised date at time of order.)

Brilliant idea. As long as you can carry the added expense for a month or two, this is just like an advance return replacement. I will do the same.

 

[jimthing]

(here's some pix/videos: https://forums.macrumors.com/threads/lg-ultrafine-5k-your-reviews.2024059/#post-24306320 I added under the "reviews" thread. If anyone's interested.)

 

[jimthing]

Brilliant idea. As long as you can carry the added expense for a month or two, this is just like an advance return replacement. I will do the same.

Thats's what credit cards are there for:

i) temporary credit facility (normally up to 56 days interest free), and;
ii) for purchase protection, should things go wrong between you and the retailer (and later on, the manufacturer).

 

[alFR]

Who cares. I haven't got time to muck around dealing with silly returns/refunds policy that doesn't take into account me needing to WORK to earn a living using products they supplied.

Despite what you say about them not checking them, I'd be really, really surprised if they don't tally up the serial numbers of the ones you return with the second ones they sent out, realise they don't match and then send them back to you / refuse you a refund.

 

[VirtualRain]

Despite what you say about them not checking them, I'd be really, really surprised if they don't tally up the serial numbers of the ones you return with the second ones they sent out, realise they don't match and then send them back to you / refuse you a refund.

As far as I can tell, unlike Apple products, there is no record of specific serial numbers with my LG purchase.

 

[Weaselboy]

As far as I can tell, unlike Apple products, there is no record of specific serial numbers with my LG purchase.

It is on the box. Here's mine. (Sorry if I am misunderstanding)

 

[Brookzy]

It is on the box. Here's mine. (Sorry if I am misunderstanding)

View attachment 688749

I think @VirtualRain was referring to a record of the serial on Apple's end. Usually Apple products with serials (except accessories) have the serial recorded on the invoice or receipt. There is no record of a serial on my UltraFine's invoice, however.

 

[Weaselboy]

I think @VirtualRain was referring to a record of the serial on Apple's end. Usually Apple products with serials (except accessories) have the serial recorded on the invoice or receipt. There is no record of a serial on my UltraFine's invoice, however.

Ah... gotcha. Yeah my Apple invoice has no SN either.

 

[AppleSmack]

IMPORTANT NOTE - re. returns/replacements

… snip…

HOWEVER, if I proceeded, they expected me to return both displays within 10 days (they'd have them picked up at a date of my choosing), with absolutely NO idea on when replacements would be available for shipping to me. The manager I ended-up speaking to at Apple said they could NOT allow me to keep them until replacements were shipped to me, and then accept the first faulty pair back – even if I was happy for them to charge me for the second pair and then refund me when I returned the first ones!
It's highly likely this would have meant returning them on say, day 9, and then waiting 2/3/(or longer??) weeks for replacements to be sent out whenever they were available. He said that they usually expedite replacements before new orders, but couldn't comment further on likely timeframe for the replacements to be shipped.

An Apple Business Store UK told me they needed the return before they'd send out a replacement too. After telling them that was unsatisfactory for me they said they'd see what they could do.

A few days later, they sent an order tracking email for the replacement and asked me to contact their couriers to arrange collection of the return when I'm ready. After setting up the new one, their couriers collected on a day of my choice. Amazing service, it really does seem to matter who you speak with.

 

[Corrode]

An Apple Business Store UK told me they needed the return before they'd send out a replacement too. After telling them that was unsatisfactory for me they said they'd see what they could do.

A few days later, they sent an order tracking email for the replacement and asked me to contact their couriers to arrange collection of the return when I'm ready. After setting up the new one, their couriers collected on a day of my choice. Amazing service, it really does seem to matter who you speak with.

I called Apple and the rep gave me an undetermined return window and told me to order a new one. When it finally arrives in late March, he said to contact him and they'll process the return on the original.

Amazing customer service.

 

[scott_donald]

ok been skiing in Whistler the last week so from what I am reading is it best for me to just pack up my monitors(2x5K) and then take Them back to the Apple Store???

I got mine about the 11th January... assuming if was to order 2 new ones I would be out of pocket until a refund is made....

I have an awful lot of 4k video to edit after all my skiing....

Will deal with it tomorrow after work...

 

[Corrode]

ok been skiing in Whistler the last week so from what I am reading is it best for me to just pack up my monitors(2x5K) and then take Them back to the Apple Store???

I got mine about the 11th January... assuming if was to order 2 new ones I would be out of pocket until a refund is made....

I have an awful lot of 4k video to edit after all my skiing....

Will deal with it tomorrow after work...

You have to send them back to LG since you're outside of your return window.

 

[scott_donald]

You have to send them back to LG since you're outside of your return window.

how do I do that then??? I am not paying to send them back to LG...

 

[sziehr]

how do I do that then??? I am not paying to send them back to LG...

Yeah I think apple should man up here and just have you bring that to an Apple Store and ship it back and ship out new or repaired units. This is crazy. Who makes this kinda mistake seriously. shielding

Smacks head

 

[scott_donald]

Yeah I think apple should man up here and just have you bring that to an Apple Store and ship it back and ship out new or repaired units. This is crazy. Who makes this kinda mistake seriously. shielding

Smacks head

I have friend who works at the Apple Store will see him Wednesday and see what he can do...

 

[jimthing]

I called Apple and the rep gave me an undetermined return window and told me to order a new one. When it finally arrives in late March, he said to contact him and they'll process the return on the original.

Amazing customer service.

You have to send them back to LG since you're outside of your return window.

Eh? The second post contradicts your experience on the first post...?

 

[jimthing]

An Apple Business Store UK told me they needed the return before they'd send out a replacement too. After telling them that was unsatisfactory for me they said they'd see what they could do.

A few days later, they sent an order tracking email for the replacement and asked me to contact their couriers to arrange collection of the return when I'm ready. After setting up the new one, their couriers collected on a day of my choice. Amazing service, it really does seem to matter who you speak with.

Really, that fast. What do you mean by "an Apple Business Store UK" exactly...?

I'd be really helpful if you could elaborate further:

1) Does the replacement one work better than the first?
2) (IMPORTANTLY!) What is the first 3 digits of SERIAL NUMBER on the NEW one?
3) What was the delivery date on the FIRST one?
4) What was the delivery date on the NEW one?
5) How long between complaining and receiving the NEW one?

That'd sure help the rest of us get our orders/replacements sorted out, if you can help. ;-)

 

[AppleSmack]

Really, that fast. What do you mean by "an Apple Business Store UK" exactly...?

I'd be really helpful if you could elaborate further:

1) Does the replacement one work better than the first?
2) (IMPORTANTLY!) What is the first 3 digits of SERIAL NUMBER on the NEW one?
3) What was the delivery date on the FIRST one?
4) What was the delivery date on the NEW one?
5) How long between complaining and receiving the NEW one?

That'd sure help the rest of us get our orders/replacements sorted out, if you can help. ;-)

It's bought from Apple Business Store... It's still Apple, just not the retail store that you can walk into.

1) no problems, first one had some dead pixels.
2) 701, so a January build. Haven't tested it for EM shielding as my Wi-Fi router is far away. Sleep/wake works just fine after updating to OSX 10.12.2.
3, 4, 5) about 3 weeks between them.
5) Didn't complain, just reported it and calmly asked how they'd like to sort things out

 

[Corrode]

Eh? The second post contradicts your experience on the first post...?

First post was experience. Second was advice.

 

[jimthing]

It's bought from Apple Business Store... It's still Apple, just not the retail store that you can walk into.

1) no problems, first one had some dead pixels.
2) 701, so a January build. Haven't tested it for EM shielding as my Wi-Fi router is far away. Sleep/wake works just fine after updating to OSX 10.12.2.
3, 4, 5) about 3 weeks between them.
5) Didn't complain, just reported it and calmly asked how they'd like to sort things out

Many thanks for coming back.

Oh you mean Apple Business Store online – i.e. Apple themselves, not a third party reseller?

1) Yeah, the shielding is the issue. Did you have on/off flicking (within the first 10 mins of connecting, b4 it settles down) on the first/second one?
2) Per Q1, I wonder if Jan builds are shielded, given LG said models "from March" would be? Though how can you tell if it has or not exactly, is anyone's guess??

Thanks again.

 

[idyll]

I'm sure this has been answered but does this monitor adjust brightness automatically? I know it has an ambient sensor built in.