John Lewis Smart TV - Faulty

Olls1973

Hi,

Just thought about you guys & wondered if anyone can help.
I purchased a Samsung Smart TV from John Lewis because of the 5 year guarantee.

About a year or more ago we started having issues with iPlayer crashing, often Channel 4 too. We assumed it was either a bug or our ISP.

As this started happening more & more I spoke to Samsung who dialled into TV & updated it. It didn't fix the problem, after checking ISP I contacted JL.

An engineer said it's an old TV & they can't fix it, basically saying the TV works fine, but smart side of it just can't keep up with the apps. JL have said that as it's software its not covered by their guarantee johnlewis.com/customer-services/guarantees

However their guarantee makes no mention of this being excluded.
They say they won't do anything, so I'm left with what was an expensive TV that I feel isn't fit for purpose. I feel let down by JL. The TV is now just 4 years old.

Thank you

Aylesbury_Duck

Olls1973 wrote: »

Hi,

Just thought about you guys & wondered if anyone can help.
I purchased a Samsung Smart TV from John Lewis because of the 5 year guarantee.

About a year or more ago we started having issues with iPlayer crashing, often Channel 4 too. We assumed it was either a bug or our ISP.

As this started happening more & more I spoke to Samsung who dialled into TV & updated it. It didn't fix the problem, after checking ISP I contacted JL.

An engineer said it's an old TV & they can't fix it, basically saying the TV works fine, but smart side of it just can't keep up with the apps. JL have said that as it's software its not covered by their guarantee johnlewis.com/customer-services/guarantees

However their guarantee makes no mention of this being excluded.
They say they won't do anything, so I'm left with what was an expensive TV that I feel isn't fit for purpose. I feel let down by JL. The TV is now just 4 years old.

Thank you

The TV is fit for the purpose for which it was sold but the app developers are "at fault" for not ensuring their software is backwards-compatible. No TV manufacturer or retailer is going to be able to guarantee that their hardware will keep up with software developments because those are out of their hands.

Sorry, but I don't think your complaint is with JL, it's with the owners of the apps that have failed to ensure that owners of slightly older hardware can use their product. I have a problem with the Netflix app on my five year old LG TV. It won't run the interactive Black Mirror episode recently released because the TV will only support an older version of the Netflix app. I can't blame LG or JL for not having anticipated how Netflix would upgrade their app years down the line.

If you can, it's best to try and stop automatic app updates and stick with the older versions.

JJ_Egan

Common problem

TV works 100% but at a later date BBC update IPlayer and it no longer works on your old model .


When you purchased the TV did you see a guarantee from Samsung that the Smart Apps would be updated ??


If you think its not fit for purpose you can pursue the vendor under Consumer Regulations . Via an independant report backing up your claim .


Or just use a Firestick etc .

Gavin83

You also need to consider that even if you did win this case given that the TV is 4 years old you'll only receive a small amount of your original purchase price back. JL could choose to replace but given the circumstances they're much more likely to refund.

timmy963

I have the same problem with my Sony Bravia TV that is about 3-4 years old. It struggles to play Youtube without crashing within the first 10 seconds and iplayer isn't even available for it any more.

Just buy a TV stick for £20-£40 and call it a day.

worried_jim

Just get a Firestick and crack on.

[Deleted User]

Olls1973 wrote: »

JL have said that as it's software its not covered by their guarantee johnlewis.com/customer-services/guarantees

However their guarantee makes no mention of this being excluded.

I think you'll find that John Lewis five year guarantee very specifically does not cover Smart TV software. I suggest you re-read the guarantee/warranty terms and conditions.

Olls1973 wrote: »

so I'm left with what was an expensive TV that I feel isn't fit for purpose.

It's "purpose" is as a TV set. Smart functionality is just an added extra which is not guaranteed by any retailer I'm afraid.