Faulty John Lewis TV - Am I entitled to a full refund?

unholyangel

Hannarose wrote: »

Should I contact the manufacturer? Or would they have no obligations to help me and say my contract is with the retailer? Many thanks

If your set is still under warranty with the manufacturer then you may be able to get a replacement that way (if parts arent available for repair, then its likely that the model is discontinued so replacement might not be possible either or the replacement may be of a 2nd hand reconditioned unit).

However if the manufacturers warranty has expired, you're SOL i'm afraid.

wealdroam

Hannarose wrote: »

Should I contact the manufacturer? Or would they have no obligations to help me and say my contract is with the retailer? Many thanks

The manufacturer owes you nothing beyond their guarantee.
Their website shows they offer a twelve month guarantee.

What do the terms of John Lewis' five year guarantee offer?

shaun_from_Africa

wealdroam wrote: »

What do the terms of John Lewis' five year guarantee offer?

Their guarantee terms are a bit vague and there isn't really anything set down in stone:

We're covering the product to remain in working order for the life of that guarantee – in other words against manufacturing defect causing breakdown. If the product's used in the prescribed way and it breaks down, our duty is to get the appliance back to working order – and if we can't do that, we'll replace it with the same model, or discuss an alternative with you if that's no longer available.

http://www.johnlewis.com/inspiration-and-advice/electricals/archive/john-lewis-inclusive-guarantees

AJXX

Unfortunately the £449 cash does not seem fair as I feel that under the Sales of Goods Act , my TV should have lasted longer than 2 yrs 3 months before becoming faulty.

My god, sorry to sound harsh OP but come on, basically you've had use of a TV for 2+ years and only paid £150 - look at it that way.

If it isn't possible to repair your current TV then what do you expect JL to do? Start up a new production factory specifically to mend your single TV? Yes it's not your fault but it isn't JL's fault either.

But I don't want a different tv or even the cash - I want mine fixed , I love my current tv. Surely it's not my fault they do not have the parts to fix or replace is? Many thanks for your comment

Think about how stupid that sounds in real terms - they can't repair your TV, so you either take the cash or sit wallowing in your own self pity about your precious current TV...

Accept the cash, buy a new TV, get over it.

Personally, I'd be biting off JL's hand as I think it's a very generous offer from them, I actually read your OP and laughed to myself wondering what on earth you expected them to do.

It's a shame when companies offer really good service like this and people just fail entirely to appreciate it. I'd like to see OP try the same thing with the likes of curries or argos... it would probably take months of back and forth arguing and legal threats just to get an offer of half of JL's.

Caz3121

that is a very good offer. They have possibly calculated that the tv should have lasted for 9 years. £600 divided by 9 = £66.67 per year. You have had it for 2.25 years so £150 off the 'refund' for the use
Maybe look on eBay for the same tv to buy second hand and you will have the tv you want plus some cash left over

LilElvis

My sister's friend (sounds tenuous, but true) claimed for a faulty, 5 year old large screen plasma from JL and as they no longer manufactured them she was offered the nearest current specification. As the replacement was cheaper than the original had cost she was also given a refund of nearly £600. If you believe that the replacement is too large then why not ask for a smaller model and ask for the difference as a refund.

naedanger

Hannarose wrote: »

I purchased a Samsung TV from JL in Oct 2013. I paid £599 and had 5 years warranted.

2yrs 3 months later - the product is faulty. The JL engineer has been out, written the report and confirmed this.

The product is now no longer sold and the pets to replace are unavailable, therefore they have offered me £449 cash or a new Samsung tv model priced at £449 (only differences is 2 inches bigger and quad core instead of dual core an 'upgrade'.

Unfortunately the £449 cash does not seem fair as I feel that under the Sales of Goods Act , my TV should have lasted longer than 2 yrs 3 months before becoming faulty.

The 'upgrade' is not an equivalent because it is too big for my property, therefore useless to me, an equivalent 46 inch to they have told me is unavailable.

They have made it very clear to me that they can only offer me the £449 cash or £449 'upgrade' TV.

Am I entitled to a full refund? I don't believe that after paying £600 for a tv that it would be faulty after 2yrs 3months.

The fault is dead pixels on the screen. Many thanks for reading, I appreciate any advice on what would be the best thig for me to do.

Just to reiterate what others have said, you have no statutory right to demand a replacement.

It also seems to me that JL's offer is generous as it should enable you to buy a brand new, comparable tv elsewhere and probably still have money left over.

However if you still feel you have received bad service you could do what I do in such cases, which is not give that company any further business. (If you are not prepared to do this then it may be an indicator that the service was actually not so bad after all.)

Personally, even if I was happy with the replacement offered, I would still take the money. I would then buy the replacement from JL (since I like them). That way I would have a further 5 year warranty. I suspect if you take the replacement directly the warranty will still run from the date of your original purchase, and so have less than 3 years remaining.

Cycrow

teddysmum wrote: »

Are you sure the upgrade is too large (ie have you compared measurements)?


I ask because we have gone up 10" of screen, but he actual set is not much larger, because newer sets have narrower 'frames'.

yeah i went from a 42" to a 49" inch TV, the 49" was actually smaller and lighter. Bigger screen, but smaller overall dimensions.

TV tech moves on pretty quickly, so a similar TV now will be much better spec'ed than one from 2 years ago. Essentially you've been given a free upgrade

pinkshoes

Take the cash then find someone selling your tv on ebay second hand.


Bet it costs a lot less than the money offered...

burlington6

I think JL need applauding for their very generous offer.

Well done JL