John Lewis

scott.eden

I purchased a LG TV last year from the bluewater store (June 2015)(5 year warranty). Which cost me £1799.
It has developed a serious fault.The TV starting flickering and has now switched off and does not come back on.
So I contacted John Lewis and explain the situation, I was told I had to wait 4 days for a engineer to visit.
So I took a day off work, the engineer came and looked at the TV and he came to the conclusion that the TV couldn't be fixed as he has seen this problem before and would be to expensive to fix.
He said he would forward the information on to John Lewis and that I would need to ring them.
So I did. After about half hour on the phone trying to get through to the right person I was informed that the TV would need sending off to be looked at, which I was very confused, as I just stated on the phone that the engineer came out and looked at the TV and said it couldn't be fixed.
I was then told I needed to speak to some one else, after I got through to some else I was now told he wasn't a proper engineer. (Confused again)
I told them that he came into my home and introduced himself as an engineer.
I was now told I need to speak to some else, after spending most of the evening on the phone talking to so many different people. I was being told it needed to be sent off.
I am so angry the way I have been treated,
Now I'm being told that the engineer who came is not a proper engineer, and was a trouble shooter guy,
So another appointment was made for a REAL engineer to take my TV away to be looked at. (another 3-4 days!)
The engineers came out on Sat evening to take it away, I was in shock when the engineers started taking my TV of the wall with out unplugging it. By them doing this,they ripped my trunking off the wall!
Then to my amazement they laid the TV screen side down on my settee which has cushions with zips attached. (baring in-mind its a curve TV). I then ask the engineers if they are going to cover the TV up when they take it to the van, He said NO,
In my horror he walked to the van holding my TV in the RAIN! then stood at the back of the van for at least 3 mins in the rain, while the other chap was making room in the van.
I have this recorded on my home CCTV. I am outrage with the way my TV has been treated like that! (They've put my TV at risk)
I reported this to ( Customer Care Manager ,John Lewis Technical Support) of the way my TV was mistreated.
I was informed by Customer Care Manager that she made a complaint to the company who took my TV (Atlantic Electronics).
I have been in contact with (Customer Care Manager, John Lewis Technical Support) who has been keeping me informed.
I have now been told that the engineers have looked at my TV and said "they have seen nothing like it", apparently all the boards have blown in the TV.
Then to be told it can't be fixed, as it would be to expensive.
Now the Customer Care Manager at JL is telling me that the engineers are saying the TV Could have been tampered with,The Customer Care Manager said she is waiting for pictures of screws which hold the back of the TV on, which have marks on them, to indicate the TV has been tampered with. Then she will make a discussion, (that is unacceptable!)
It seems to me i'm being accused of tampering with my own TV , I am disgusted with this allegation! as the TV has never come off my wall since I've had it.
This is not acceptable.
I feel like ( Customer Care Manager at John Lewis Technical Support) is humiliating me by stating she needs to investigate more on the situation of the TV being tampered with.
Seems to me that (Atlantic Electronics) has tampered with the TV after the complaint was put to them, regarding the treatment of my TV. or standing in the RAIN holding my TV making my TV worse!
and as for a matter of a picture regarding screws! which may have marks on to indicate its been tampered with, that's just unacceptable! and proves that I haven't tampered with the TV.
I have been truly let down by John Lewis and humiliated, and accused of tampering with my own TV. (disgraceful Behaviour by John Lewis!)

Do i have a case for a small claims court?

visidigi

scott.eden wrote: »

I purchased a LG TV last year from the bluewater store (June 2015)(5 year warranty). Which cost me £1799.

It has developed a serious fault.The TV starting flickering and has now switched off and does not come back on.

I then ask the engineers if they are going to cover the TV up when they take it to the van, He said NO,
In my horror he walked to the van holding my TV in the RAIN! then stood at the back of the van for at least 3 mins in the rain, while the other chap was making room in the van.

I have now been told that the engineers have looked at my TV and said "they have seen nothing like it", apparently all the boards have blown in the TV.
Then to be told it can't be fixed, as it would be to expensive.

Now the Customer Care Manager at JL is telling me that the engineers are saying the TV Could have been tampered with,The Customer Care Manager said she is waiting for pictures of screws which hold the back of the TV on, which have marks on them, to indicate the TV has been tampered with. Then she will make a discussion

Do i have a case for a small claims court?

They cant prove they have been tampered with if they have taken the TV apart and done the diagnostics - as they had to take the screws off to check the boards.

Besides, I would argue that the way they treated the TV on collection could be a contributing factor to this never before seen situation - contributing to why the entire TV blew - they should be replacing the TV or providing a refund.

If you need to take it to court keep your evidence brief and to the point. Your opening post is 85% pointless (hence why I edited it in this quote).

wealdroam

Hi scott.eden, welcome to the forums.

What a terrible time you have had.

I don't recall anyone reporting on these forums having used the words "very confused", "so angry", "in shock", "amazement", "horror", "outrage", "unacceptable", "humiliating" and "disgraceful" all about John Lewis's customer service.

Anyway, I'll answer your question by asking another... have John Lewis actually refused to honour their guarantee?
Have you suffered a loss?

If, or when, then do refuse to do anything, then you'll need to understand why that might be before deciding upon court action.

Maybe your rights under The Sale of Goods Act will be useful.

Have you read MSE's Consumer Rights guide yet?

agrinnall

wealdroam wrote: »

I don't recall anyone reporting on these forums having used the words "very confused", "so angry", "in shock", "amazement", "horror", "outrage", "unacceptable", "humiliating" and "disgraceful" all about John Lewis's customer service.

Actually there have been a few threads on PV&W unhappy with JL customer service, although perhaps not quite so vehement as the OP. I've had a couple of issues with them myself in the last year that I had to escalate to a higher level in order to get resolution, so things aren't quite as good as they once were. However, if you get the right person problems can be sorted out pretty quickly, and it sounds in this case as if the person the OP got was definitely not the right one.

skyeblue

agrinnall wrote: »

Actually there have been a few threads on PV&W unhappy with JL customer service, although perhaps not quite so vehement as the OP. I've had a couple of issues with them myself in the last year that I had to escalate to a higher level in order to get resolution, so things aren't quite as good as they once were. However, if you get the right person problems can be sorted out pretty quickly, and it sounds in this case as if the person the OP got was definitely not the right one.

I would love to know how you managed to escalate a problem to a higher authority!
I am having problems with a non-working and still under 5 year warranty 24" TV, bought on-line as I am 120+ miles from the nearest store, and they say I have to return it to the store for repair.
3 phone calls and I am no nearer a resolution.

agrinnall

I did some leg work and found the name of a director with responsibility for customer service and an address to write a letter to them. I didn't get a direct response from that person but I was contacted by someone with more authority than anyone who might pick up a phone if you call. I actually had one issue that was not too dissimilar to yours (100+ miles from a store, bought TV online, problems with delivery to my address) that was resolved by them arranging a special courier, so a bit of perseverance may achieve the same for you.

sheramber

When our tv failed one month before the end of the 5 year guarantee JL advised as they did not have anyone in our area to fix it ( we are in a rural area 100 miles from a town ) they would replace it and refund the difference between the original cost and the cost of the new one- prices had reduced a lot since we bought ours.

They delivered a new tv and the courier was supposed to take the old one away but although they had told me he would have packing material he didn't have any so wouldn't take it.

A further phone call to JL and we agreed to package it in the box the new tv hd been delivered in.

The courier made a second visit to collect it armed with an instant camera to photograph the tv before and after packing. But it was already packed so he took a photo of it as it was and took it away.

the customer service people were very efficient from start to finish.

ekkygirl

John Lewis give 5 years free cover on tellys why did you pay?

wealdroam

ekkygirl wrote: »

John Lewis give 5 years free cover on tellys why did you pay?

Who are you asking that question of?

hollydays

Very impressed with the number of times you said " tampering".

sheramber

ekkygirl wrote: »

John Lewis give 5 years free cover on tellys why did you pay?

If you mean why did we pay for a new tv we didn't. The new was supplied free- our choice of new one up to the value of the original and the difference in price between what we paid for the original and the cost of the new one was refunded to us.
£2000 for tv originally
replacement cost £800
JL supplied replacement and refund of £1200