John Lewis repaired TV smashed in transit..

Micflair

Heres the story. I bought an LG 47lm669t from JL 4 yrs ago for around £1000. About 6 weeks ago it decided to stop working, having the 5yr warranty I rung JL who sent someone round to pick it up and take it for repair. Martin Dawes were the guys repairing it. They inspected it prior to taking it away and it was in pristine condition, not a scratch on it.

A week goes by, and then I get a call saying it's fixed and they are bringing it back. They turn up, and they have damaged it in transit and smashed the screen to pieces. They obviously apologise and take it straight back. 4 or 5 days later I've still heard nothing so I rung JL who inform me they know nothing of the what happened. They then ring MD to ask them what's going on. They tell JL that they are looking into it and will be in touch.

Another week goes by before I ring JL again asking for an update. JL ring MD who inform us that they are repairing it and they will be in touch. A few days go buy and MD ring me direct to say they are expecting a new panel for the TV on the Friday of that week and I will have it back early the week after. So this is 3 weeks now without the TV. The whole week goes by without a call or my TV being returned as promised. I ring JL and they can't get hold of MD for answers. After 3 calls and 8 days after they promised delivery MD finally get back to us and say its now fixed and will be back to me the next day. Today, my TV finally arrived.. Without a smashed screen.. However it now has additional scratches and dents in the back of it that certainly were not there when it left me almost 5 weeks ago now.

I've sent JL some pictures of the additional "features" and I'm awaiting their response. Has anyone else had any similar problems with JL or MD? Previously I've had no problems whatsoever and there customer service was awesome!

maninthestreet

Hopefully, you may get a brand new tv out of them at this rate.

Micflair

I actually suggested that to them this week as was sick of waiting. Luckily for them MD had the TV ready the next day. It will be mentioned again when they ring me. The problem is that due to MD damaging the TV I don't think JL want to pay for the new TV as such. It will be down to MD to fork out the cash, of which they don't want to either!

Nilrem

Given the age of the set I'd be utterly amazed if it was cheaper to replace the screen than give you a new equivalent (or better spec) model.

The panel that makes up the screen is probably the most expensive and hardest to replace part of any modern display*, certainly after the first year or two.

I'd escalate it with JL as it was their choice of repairer that broke it so your contract is with them, not the repairer (who should have insurance to cover damage in transit anyway).
Certainly after the length of time you've been waiting I would expect it to be sorted pretty soon as you're heading well past the point that would be reasonable for a repair.


*The tuner and other electronics tend to get reused and are often modular to allow for use in multiple sets (and are relatively cheap compared to the set to replace), the panels tend to be improved every year or two and the single most expensive part of the set.

hollydays

Post on their Twitter feed or Facebook page

whitegoods_engineer

If the scratches are on the back then what are you complaining about unless you wish to spend your evenings with the TV turned round so you are looking at the back!

Keep_pedalling

Do you really think that scratches on the back of a 4 year old TV iare going to effect it's value by a significant amount?

Exile_geordie

Keep_pedalling wrote: »

Do you really think that scratches on the back of a 4 year old TV iare going to effect it's value by a significant amount?

whitegoods_engineer wrote: »

If the scratches are on the back then what are you complaining about unless you wish to spend your evenings with the TV turned round so you are looking at the back!

You are both missing the point. Its not where the scratches are but the simple fact that the repair company have damaged the TV further. Added to the smashing of the screen this is pretty inept.

Micflair

Exactly my point! It should be coming back in the same condition I sent it away in (with the fault repaired of course). To suggest that it's acceptable for it to come back any less is ridiculous, regardless of where the scratches and dents are.

Again, so you drop your car off for tyres to be changed and when you go back there's dents and scratches on the back of it due to the poor work of the engineer. Is that acceptable then also?

peachyprice

Micflair wrote: »

Again, so you drop your car off for tyres to be changed and when you go back there's dents and scratches on the back of it due to the poor work of the engineer. Is that acceptable then also?

I think a better analogy would be dropping your car off for new tyres and the mechanic scratching the back of the wheels that you don't see.

bod1467

peachyprice wrote: »

I think a better analogy would be dropping your car off for new tyres and the mechanic scratching the back of the wheels that you don't see ...

... which may leading to consequential damage to the wheels (corrosion) further down the line. Whose to say the scratches and dents haven't caused internal damage to other components within the TV?