John Lewis TV - Streaming not working, saying not covered under Warranty!

chickendipperbabe

I wouldn't be too harsh on John Lewis and I wouldn't consider them offering you a practical work around (the offer of a free Chromecast) as sly. The times I've had issues with them they've bent over backwards to help - above and way beyond what the likes of Currys would do in the same situation. Approaching them with the right attitude will work wonders ;-)

It sounds like compatibility issues with the TV apps and your devices, since the issue is still present after a main board swap, ruling out the TV's firmware the only common denominator is your tables and phones. If the TV was at fault I would expect all streaming services to stop working.

unholyangel

I think someone asked this earlier but I cant remember if it was discussed....does your smart tv get the netflix app on the tv itself?

andycris3107

hamzab wrote: »

Will do.
I think it is. John Lewis have even slyly tried to offer me a Chromecast to help "fix" the problem.
Just to be sure I'm going to ask if Samsung can come round and bring a few tablets to try and play with.

I would say that this is definitely NOT a technical issue with the TV. You can stream to it from some devices and not others therefore the feature is working. The fact that is isn't working with your particular set up simply means that something in that setup has changed. If there were a technical fault it wouldn't stream anything.

The offer of a Chromecast is not an attempt by JL to wriggle out of their obligation - it's a simple and effective way of solving the problem by circumnavigating the limitations of the built in software.

I assume that you have taken the tablet in question to a store and tried to stream to a similar TV (same model).

agrinnall

andycris3107 wrote: »

I assume that you have taken the tablet in question to a store and tried to stream to a similar TV (same model).

I'd say there's a good chance they won't have any of a model they were selling 15 months ago.

vyle

When you say "stream netflix" from a device, are you using screen mirroring using the netflix app between the tablet/phone and the television?

What model of TV do you have? What model of TV does your relative have? You say theirs is "newer" but only by a few months, but you may have bought a F series and they might have an H series which is a whole generation newer.

They might have an 8500 while you might have a 5500 (one is might higher end and capable than the other). There are so many variables that you're neglecting to mention that can change the entire situation.

You're not clearly stating how you're trying to achieve your aims, but claiming it is a hardware fault despite clear evidence to the contrary.

Maybe if you provide more info, we could help you solve the problem, even if the answer isn't what you want to hear.

However, a couple of points:

If you're buying something expecting its software to remain up to date and compatible with everything for the remainder of time, you're going to be sorely disappointed. Software changes. It can change daily, and you will eventually be left behind. That's how things work in the internet age. It's annoying, but inevitable.

Also, offering a solution such as JL did isn't an admission of guilt. Im sure the staff in the technical department know no more than you do about the inner workings of the TV when sitting in a call centre with just your word to go on. They were trying to help, but using that help as a weapon against them is going to make them stop offering help. You're the reason shops no longer do anything to help customers out and stick solely to policy, because it's always used as a weapon and thrown back in their face.

[Deleted User]

Take the chromecast.. My Samsung smart TV is now 3 years old and I hardly ever use the 'smart' bits. I do use the DLNA streaming occasionally (which i think is the bit you have 'broken')

My chromecast is far better for streaming these services than the TV's own apps

Your only way to find out if your TV is really broken is find someone else with the exact same model and prove it works on theirs but not yours.

(JL did a nice job of replacing my TVs motherboard too when I had a problem with it)

Poppie68

hamzab wrote: »

Will do.



I think it is. John Lewis have even slyly tried to offer me a Chromecast to help "fix" the problem.

Just to be sure I'm going to ask if Samsung can come round and bring a few tablets to try and play with.

The offer of a Chromecast is just typical of JL excellent customer services...it seems they know the problem isn't with the TV but are prepared to offer you help and a solution anyway...nothing sly.

photome

vyle wrote: »

Also, offering a solution such as JL did isn't an admission of guilt. Im sure the staff in the technical department know no more than you do about the inner workings of the TV when sitting in a call centre with just your word to go on. They were trying to help, but using that help as a weapon against them is going to make them stop offering help. You're the reason shops no longer do anything to help customers out and stick solely to policy, because it's always used as a weapon and thrown back in their face.

Nail on head

Exile_geordie

hamzab wrote: »

Thank you. That was the article I was referring to.

I am going to contact Samsung again and see how that goes. Failing that I will be calling JL and my CC company to see where I stand.

The point I am trying to make is that consumers such as myself shouldn't have to constantly upgrade when TVs or any other equipment lose functionality.

Wow so what version of Android do you use on your tablet and also what version iOS are you using on your iPhone?

Shelldean

I also wondered if the problem is the Samsung item rather the tv.

The reason I say this is for a slightly different problem but very similar in some ways.

I have a Samsung phone, always worked.ok with the router.for Wi-Fi.
We got a new.router, had some issues setting it up etc various items wouldn't go Wi-Fi. Faulty router blamed. We was sent a.second one. Same issues. We then with the help of the broadbands tech guy discovered one of the kids laptop has a programme on it that was.interfering with the WiFi.

So now everything works on WiFi except my phone. And I do mean everything, laptops, netbooks, iPod, tablets etc etc.
Everything including an identical phone owned by another family member.

So therefore we deduce the phone's settings need adjusting...weird as it was set up previously and it was set up the same as the identical phone. Nothing we did (even factory restore) enabled my Samsung phone to connect via WiFi at home.
However I can use it via WiFi at my friends, on holiday via their WiFi, MacDonals or wetherspoons. Works fine just won't work with our router, it simply doesn't like it.
Our router is.fine and so is my phone they just won't work together.


Now you say the fault must be with the tv but other appliances work, same as our router other appliances worked.
You've tested the tablet via someone else's tv, my phone works fine elsewhere.

So your tablet works fine and you tv works fine ( with other items) so you see the similarities?


Am afraid after that huge ramble I have no answers, my phone hasn't worked over WiFi indoors for over a yr.Now. I've just learn to accept it