John Lewis won't repair or replace my new TV

Thomas_the_tank_engine

I bought a 42" LG smart TV from John Lewis in January. One of the reasons for choosing John Lewis over other retailers was their reputation for customer service and 5 year warranty.

Last week I plugged a USB stick into the TV for the first time and the USB connector gave way and went into the inside of the TV. The board housing the USB sockets had obviously not been secured properly during manufacture. Having had the TV for less than 2 months I rang John Lewis expecting they would offer to send me a replacement. I was a little miffed to discover that they would only repair the TV not replace it.

The TV was taken away for repair and today I received a call from John Lewis to say that the USB board was not covered under the warranty and they would not be paying for it to be repaired. I was gobsmacked by their response given John Lewis's reputation for customer service and the fact that I was only a few weeks into what I thought was a 5 year warranty.

Needless to say I shall be taking it further.

If my experience is anything to go by then the John Lewis extended warranties may not be all they are cracked up to be. As a long standing customer of John Lewis, particularly on the Waitrose side, I expected to be treated better than this. No wonder they can afford to treat themselves to 15% bonuses.:mad:

shaun_from_Africa

Thomas_the_tank_engine wrote: »

The TV was taken away for repair and today I received a call from John Lewis to say that the USB board was not covered under the warranty and they would not be paying for it to be repaired.

This leaves you with a couple of options.

1/ Contact JL again and inform them that you don't want the TV repaired under the terms of their warranty but you want it repaired under the rights granted to you under the Sale of goods act.

2/ Contact LG and start a warranty claim with them.
http://www.lg.com/uk/support

hpuse

Generally speaking JL are helpful and listening by nature- never had a problem with them.

Two months for a USB housing fault is not acceptable.
You can ask for a repair, refund or replacement under warranty.

flashg67

hpuse wrote: »

You can ask for a repair, refund or replacement under warranty.

Yes, but you can't choose which remedy is granted - that is up to the retailer, not the purchaser

Valli

hpuse wrote: »

Generally speaking JL are helpful and listening by nature- never had a problem with them.

Two months for a USB housing fault is not acceptable.
You can ask for a repair, refund or replacement under warranty.

The remedies of repair, refund or replacement are remedies under the Sale of Goods Act.

What the warranty offers is pure speculation as we aren't privy to the contents of it.

Nevertheless, given the timescale what the warranty does, or does not offer, is irrelevant as SoGA applies in this case.

Once again hpuse, your advice is flawed.

spacey2012

as said thank them very much for the warranty offer, but inform them you are declining the warranty offer and instead are informing them that the item is inherently faulty as it is not fit for the purpose it was sold for and therefore you are not requesting or asking you are Demanding they rectify the situation under the Sale of Goods act.

hpuse

Valli wrote: »

Once again hpuse, your advice is flawed.

Ah, Valli, I can guess the contempt ; you will be tempted to challenge anything and everything I write :rotfl:

If a product you’ve bought develops a fault, your statutory rights mean you can reject it and get your money back or you can have it repaired or replaced.

http://www.which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product

Valli

hpuse wrote: »

Generally speaking JL are helpful and listening by nature- never had a problem with them.

Two months for a USB housing fault is not acceptable.
You can ask for a repair, refund or replacement under warranty.

here you mention JL's warranty ^

hpuse wrote: »

Ah, Valli, I can guess the contempt ; you will be tempted to challenge anything and everything I write :rotfl:



http://www.which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product

This ^ is not a reference to JL's warranty but to the rights of any customer of any business who purchases a faulty product.

There IS a difference between the two. But now you decide to be properly helpful to the OP.

Well, it's a start.

While you continue to post garbage you can expect to be picked up on it.

(Note - for 'garbage' read 'inaccurate or incorrect advice'.)

hpuse

Valli wrote: »

here you mention JL's warranty ^


This ^ is not a reference to JL's warranty but to the rights of any customer of any business who purchases a faulty product.

There IS a difference between the two. But now you decide to be properly helpful to the OP.

Well, it's a start.

While you continue to post garbage you can expect to be picked up on it.

(Note - for 'garbage' read 'inaccurate or incorrect advice'.)

Warranty = Retailer
Guarantee = Manufacturer

Isn't that helpful enough to understand?:rotfl:

wealdroam

hpuse wrote: »

Warranty = Retailer
Guarantee = Manufacturer

Isn't that helpful enough to understand?

No, 'fraid not.

How do either of those relate to The Sale of Goods Act?

Exile_geordie

hpuse wrote: »

Ah, Valli, I can guess the contempt ; you will be tempted to challenge anything and everything I write :rotfl:



http://www.which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product

You obviously do not understand what is being said to you, yet again.

Valli is right, SOGA applies here first and foremost.