The long and lamentable story of a John Lewis customer. (Or: How can one person be this unlucky!)

RapidDemon

About 2 years ago I brought a KU series Samsung TV. After a couple of months it broke and credit to John Lewis, they replaced the TV. A few more months down the line, it broke again. Once again John Lewis allowed a replacement (after some cajoling), so I upgraded to a KS series in the hope it would fix the problems. Sadly, after 2 months, it broke. Yet another replacement was sent in May 2017, faulty on arrival. I couldn’t return this time as they had no stock and refused to replace with an equivalent. They advised I contact Samsung to get it fixed, which I did in June 2017, when a new screen was fitted.
Come December, guess what? Yes, broke again. Tried, unsuccessfully to get refund, John Lewis would only repair, so I reluctantly agreed knowing full well it would break again in a few months and it did. So now I’m in June 2018, with a TV that needs a 3rd repair in 12 months. I’m no longer willing to put up with it or accept repairs but John Lewis will do nothing but repair. The faults have been mostly the same, in the case of the latest TV, all 3 faults have been Identical. To me that proves an inherent fault in the product line, I tried explaining this to John Lewis, their response was simply ‘prove it’.

What’s worse about this is I’m starting to feel like the villain here. I originally brought a TV for £650. Another £300, 3 TVs and 2 screens and 5 engineer visits later I’m still dealing with all this and being made to feel like I’m the one in the wrong. John Lewis probably has me marked as a serial complainer, or a difficult customer which seems unfair to me unless I’m expected to just accept my lot and keep faulty products.

I’m unsure as to how the law is in this regard, I’ve given them ample opportunity to fix the issues, but it’s clear to me the product is not of a satisfactory condition or has lasted any reasonable time. Am I being unreasonable? Are John Lewis being unreasonable? My only other option is a section75 but obviously this will take a long time and my options for an affordable replacement are vanishing quickly.

lumscx

omg, it's samsung again...

neilmcl

JL are probably just following the guidelines of their 5 year warranty, you need to remind them that under the Consumer Rights Act 2015 they are only allowed a single attempt at repair, after which you're entitled to reject the goods for a refund. Bear in mind though that as the original TV was purchased over 6 months ago (in fact probably well over a year now) they can deduct an amount to cover the usage you've had from the TV(s) in that time.

RapidDemon

I was aware of the possibility of deductions after 6 months, although Ive yet to have a 6 months free of faults. Does the 6 month period apply from the original purchase date or from the last time it was repaired? The TV is 13 months old. First repair after 1 month, second repair was just under 6 months later and now is again just under 6 months since last repair.

I didnt know 1 repair was sufficient for me to claim a refund/exchange. Samsung and John Lewis both seem to believe its 3 repairs.

DoaM

One repair ... it's specifically stated in the CRA 2015, section 24 subsection 5(a).

RapidDemon

Thanks, I found the 1 repair rule. Problem is, it’s extremely vaugue on if this is only applicable in the first 6 months of purchase.

Greta_Sharbo

RapidDemon wrote: »

Thanks, I found the 1 repair rule. Problem is, it’s extremely vaugue on if this is only applicable in the first 6 months of purchase.

1 repair rule applies regardless. The 6 months is relevant for determining where the burden of proof lies.

A section75 claim could be started at same time as you are dealing with JL to avoid further delays. If JL sort it first, just cancel the claim and vice versa.

RapidDemon

Id love to try my new found knowledge out on John Lewis, sadly they are deploying their usual tactic of ignoring communications. .

scd3scd4

You are unlucky.....

RapidDemon

Spoke to my Credit Card company. They dont seem to know the law either. They claim the 1 repair rule isnt a thing. Also if its different faults they can keep repairing as long as they like. Dont know what to believe.

DoaM

The CRA 2015 is very explicit - it is ONE REPAIR ATTEMPT for goods that don't conform to contract. If they still don't conform to contract (the nature of the non-conformance is irrelevant) then a full refund can be claimed.