Consumer help

Simon79

Didn't get paperwork with new tv but original tv value was 699 what I was quoted when I went for the exchange

visidigi

So you had an email that said the current value of the TV was £469.95 and then when you called to order they offered you a full refund of the original tv price...and exactly how did you question this etc?

Had you been told that you would receive a value on email etc when you sent the item in for repair?

For me, it sounds like that they have it in writing and they're covered. You must have either paperwork with the TV or an emailed invoice (I got an emailed invoice from JL recently on a purchase) - I'd be checking to see if you have an invoice inline with what you agreed on the phone, otherwise the written offer will be hard to dispute...

Simon79

Can't find email will look through paper work but don't remember getting any even if I did it would only say value of new tv will just see how it pans out really wound me up threatening me with dept collectors

visidigi

To be honest, if they gave me a used value and then offered full value when they aren't obligated to I would want it in writing.

I don't see JL doing what they have in terms of chasing unless they have a very strong case to do so. I have to say the whole debt collector thing is very unlike them, hence my questions.

I have to say from their perspective this is worse than them just giving you a £700 TV for 'free' to replace your original purchase on the basis they refunded you £100 cash on top, margins are small enough on a TV to be giving £100 refunds on them too.

It doesn't look good - suspect you may end up having to pay the outstanding amount.

halibut2209

Simon79 wrote: »

Dear Simon,

Thank you for your response.

I can assure you when you where told the transaction was complete, that this was incorrect

Seems to me that they are admitting that the OP was told by JL that the transaction was complete, and therefore the contract was concluded.

Simon79, is that what they actually said, including the spelling mistake?

Simon79

Yes copied and pasted email not spotted spelling i

gik

Simon79 wrote: »

Yes copied and pasted email not spotted spelling i

You have used the word dept instead of debt at least twice...did they spell it that way?

Simon79

I just can't spell

ThumbRemote

There are two options here:
1. John Lewis offered the full price for the TV in the phone call, this was accepted and the contract concluded.
2. John Lewis did not offer the full price in the phone call, and subsequently an administrative error caused them to deliver a new TV and issue a cheque, rather than await payment from OP.

In the first option, John Lewis are not owed the money. In the second option they may be (but still doubtful in my mind). It would, of course, be easy for them to prove that they never offered full price - just by providing a copy of the recording of the call.

Their most recent email that you quoted is pretty much them admitting liability anyway.

I'd email back, stating that you agreed the price with their telephone operator. You have already asked them to check the recording; could they now provide a transcript of the call. They cannot change the terms of a contract after it has been agreed by both parties.