John Lewis Tv Gaurantee Bad Experience- Advice needed

gunner786

Hi,
November last year i bought a Sony KDL42W653 from john lewis for £499.
2 weeks ago the screen started pixemating, returned it and have just now got a call to offer me a like for like which is a Samsung UE43J5500 because my tv is unrepairable.

My gripe is that it isnt a sony and therefore not like for like. The closest in terms of Brand and screen size they have is KDL43W80 which is £449.
They want £60 more for it which means the tv is costing me £560. My point i made to them is if this happens every year why do i fork out £50-£60 every year extra for a new tv through no fault of my own. If i wanted a samsung i would have bought a samsung then.

Any advice please on what i can do because john lewis are not budging.

unholyangel

Bear in mind that even under your statutory rights, they do not need to replace it with a brand new tv. Like for like is of similar age, specification & condition.

So basically, you're paying £60 for 13 months use of a tv.

It appears you returned it under warranty though, so you'd really need to read the T&C's of the warranty and see what it says about replacements.

powerful_Rogue

gunner786 wrote: »

Hi,
November last year i bought a Sony KDL42W653 from john lewis for £499.
2 weeks ago the screen started pixemating, returned it and have just now got a call to offer me a like for like which is a Samsung UE43J5500 because my tv is unrepairable.

My gripe is that it isnt a sony and therefore not like for like. The closest in terms of Brand and screen size they have is KDL43W80 which is £449.
They want £60 more for it which means the tv is costing me £560. My point i made to them is if this happens every year why do i fork out £50-£60 every year extra for a new tv through no fault of my own. If i wanted a samsung i would have bought a samsung then.

Any advice please on what i can do because john lewis are not budging.

The other way to look at it, is that you would have had use of a TV for just £4.61 per month or roughly 15p a day.

They will be looking at the spec of the TV, not the brand name to offer a like for like replacement.

jaydeeuk1

gunner786 wrote: »

Hi,
November last year i bought a Sony KDL42W653 from john lewis for £499.
2 weeks ago the screen started pixemating, returned it and have just now got a call to offer me a like for like which is a Samsung UE43J5500 because my tv is unrepairable.

My gripe is that it isnt a sony and therefore not like for like. The closest in terms of Brand and screen size they have is KDL43W80 which is £449.
They want £60 more for it which means the tv is costing me £560. My point i made to them is if this happens every year why do i fork out £50-£60 every year extra for a new tv through no fault of my own. If i wanted a samsung i would have bought a samsung then.

Any advice please on what i can do because john lewis are not budging.

Tell them to ram it, the UE43J5500 is regularly on sale for ~£350 (was £349 other day on ebuyer, now up to £369).

Its like buying a Lexus and being palmed off with a BMW.

LilElvis

My question would be to ask why you are so set on a Sony when your last one irreparably broke after 13 months?

powerful_Rogue

jaydeeuk1 wrote: »

Tell them to ram it, the UE43J5500 is regularly on sale for ~£350 (was £349 other day on ebuyer, now up to £369).

Its like buying a Lexus and being palmed off with a BMW.

£389 at John Lewis and its their warranty.

£60 depreciation for the current faulty TV seems reasonable. Obviously the faulty TV has now been discontinued, so its difficult to establish how much its worth now, but I found one shop, Total Digital selling it for £375.

The Samsung they are offering is of similar spec to the TV they currently have so cant see what the issue is. Either accept, or pay the £60 and get the TV you want.

Dreamnine

I had to return a Samsung TV to John Lewis just 3 months after purchase due to its frequently not switching on with the remote - a faulty sensor on the TV, I suspected.

They really weren't happy with replacing it, tried to persuade me to buy a larger more expensive model. The man I spoke with was rather abrupt, also.

I did persist and got a replacement but their customer service wasn't great in my opinion.

Gavin83

What's the difference between a Sony and a Samsung? There really is no quality difference between the brands but I don't know much about those particular TVs so can't comment on the comparison. It might be in this case that the Sony set is better than the individual Samsung set so you need to do your research. Personally when I last bought my TV I had a virtually limitless budget and went for a Samsung. It was simply better than the Sony in my price range but you may get a different experience between the 2 sets your checking. I'm of the opinion brand loyalty is unhealthy and you should go for the best set your money will allow at the time.

If you really want a Sony (for some weird reason) then you can push for it but they don't have to give it to you. They have to give you a TV of similar spec and the Samsung offers that. Samsung is a comparable enough brand to Sony that it's acceptable.

Leo2020

It could be that the OP is a bit of a Sony fan. Used to get them ringing up where I used to work. I would get asked what the best laptop was we had, so I would direct the customer to the best spec machine we sold but that was the wrong answer what they wanted to know was what was the most expensive Sony laptop we sold was. Often you could get a similar spec machine for a £150-£200 less but that didn't matter they wanted a Sony.

When I bought a TV I went for a Samsung over a Sony because the picture quality was better.

Anyway, regardless it depends on what the warranty says - I suspect it says like for like spec not same brand.

sheramber

We have had excellent service fro Jl.

When our tv failed we couldn't find the receipt or guarantee and thought the tv could be out of warranty.

Phoned JL and explained. They tried to trace the sale but couldn't find anything. However, 24 hours later they phoned to tell us they had traced the sale and our 5 year warranty had one month left.

They didn't have a repairer local to us so advised they could offer us £1200 . We paid £2200 for it so were happy with that.

We bought a better spec tv for £750 ( tv 's had come down on price since we bought) and they refunded the balance of £450. We got a new 5 year guarantee with the new tv.

A year later they refunded us £1000 out of the blue- the balance of the original amount.

Two years ago we ordered a blue ray player which never arrived. Tracking showed it until the main depot for our area but it never changed. After investigating JL immediately sent out a replacement and told us that is the original turned to to keep it.

A year later we got a phone call from the police to advise us that they had found a empty box with our name and address on it , in a skip with several others.

It turned out someone had stolen a load of parcels and later dumped the empty boxes in a shop skip.

It was not known if they were stolen from the warehouse or from the courier's van.

The person concerned was due to stand trial and my husband was called as a witness, The case has been adjourned several times and now the accused has failed to turn up under bail so a warrant has been issued for his arrest.