John Lewis won't repair or replace my new TV

Thomas_the_tank_engine

Thank you for the advice.
I did refer to the Sale of Goods Act in my conversation with jobsworth at John Lewis but he said I should have checked the TV when it was delivered and rejected it if it was faulty. As if anyone has time to check out all functions and connections straightaway.
I shall read up on the SOGA at the weekend and write a letter of complaint to John Lewis. Until its resolved I shall be doing the weekly shop at Tesco instead of Waitrose.

bod1467

To aid your reading. (It's better than the Which? link anyway - Which? have been found to give erroneous advice in the past).

http://sogahub.tradingstandards.gov.uk/sogaexplained

Thomas_the_tank_engine

Thanks I'll take a look over the weekend.

My immediate concern is getting my TV back. John Lewis said they would ask the repairers to get in touch with me but so far they haven't.

deanos

its up to JL to prove the fault was not inherent as its under 6 months old, could you have pushed the stick in to firmly causing the damage ?

hpuse

Thomas_the_tank_engine wrote: »

Thanks I'll take a look over the weekend.

My immediate concern is getting my TV back. John Lewis said they would ask the repairers to get in touch with me but so far they haven't.

If I say the primary responsibility lies with the retailer to sort this matter out. I wonder whether that will be controversial and challenged again saying 'garbage' 'rubbish' and inaccurate and incorrect blah blah....


Forget SOGA and legal and legislative stuff.... It is a consumer's problem so it need focus from a consumer angle :rotfl:

[Deleted User]

Push JL more, ask to speak to someone higher.. i mean, they've had someone fix the damn off/on button on my TV before and my current one has gone off to be repaired after only 2 years (think the LED panel is dying)

Didn't JL give you the name of the repair firm? Surely they gave you a receipt and card when they took your TV?

Thomas_the_tank_engine

deanos wrote: »

its up to JL to prove the fault was not inherent as its under 6 months old, could you have pushed the stick in to firmly causing the damage ?

I just used the same amount of force as I've used many hundreds of times inserting USB sticks into a laptop, PC etc and I've never had one break like this before. The USB socket just gave way when I inserted the USB stick.

The rest of the TV works fine so it's not like the whole set is a write-off. All they need to do is to replace the USB board which I guess costs around £50. For the sake of £50 they are losing my £100+ regular Waitrose grocery shop plus any future purchases I may have made from John Lewis.

Thomas_the_tank_engine

ringo_24601 wrote: »

Push JL more, ask to speak to someone higher.. i mean, they've had someone fix the damn off/on button on my TV before and my current one has gone off to be repaired after only 2 years (think the LED panel is dying)

Didn't JL give you the name of the repair firm? Surely they gave you a receipt and card when they took your TV?

The repair company are dropping off the TV on Monday so I will ask them then. As they are contracted to John Lewis I would imagine they just do as John Lewis instructs. My next step is write a letter of complaint to John Lewis and ask them to explain in writing exactly why they are not prepared to repair the TV.

[Deleted User]

Thomas_the_tank_engine wrote: »

The repair company are dropping off the TV on Monday so I will ask them then. As they are contracted to John Lewis I would imagine they just do as John Lewis instructs. My next step is write a letter of complaint to John Lewis and ask them to explain in writing exactly why they are not prepared to repair the TV.

You might want to try pressuring them on facebook and twitter. My mum had a good response via Facebook

hpuse

Thomas_the_tank_engine wrote: »

The repair company are dropping off the TV on Monday so I will ask them then. As they are contracted to John Lewis I would imagine they just do as John Lewis instructs. My next step is write a letter of complaint to John Lewis and ask them to explain in writing exactly why they are not prepared to repair the TV.

Have you checked whether the warranty manual really says USB is not covered?....
I think that is misinformation and I really hope they did not get it all messed up your call to an accidental damage claim.