john lewis, lg tv and consumer rights act

kevineaton77

interestingly, i have the bill from the repairers. the parts they just replaced (that dont work) cost £930.66 .

Aylesbury_Duck

Then exercise your rights under the CRA if you want the refund route. I guess you have to balance the ongoing cost from lost working time against the deduction they might make.

neilmcl

kevineaton77 wrote: »

hi , hope you are well. thanks for your time.

i purchased a 55 inch LG tv from john lewis in dec 2017.

it has developed a fault. it is a well known, manufacturing fault as described here

https://www.youtube.com/watch?v=nX0AXzWm2cI

that effects a significant percentage of the lg C7 panels that were produced. the fault only appears after exactly 2000 hours of use, when the TV does a predetermined and automatic refresh.

the fault that then occurs is that you have a coloured rectangle on the screen. it does not stop the TV from working and you can still watch tv, albeit with this rectangle.

this happened to my lg tv. i argued with john lewis that it was a manufacturing fault, they were not interested. they said that they were able to repair it under the consumer rights act (CRA). i eventually reluctantly agreed to let them try and fix it.

yesterday, their repair technicians turned up . they have made me wait in for half a day, costing me about 300 pounds in lost revenue, (i run an IT callout business), and have had to wait in. they replaced the entire panel. (so not the entire tv, but the entire screen, the electronics were the same)

then they tested it and it failed to display a picture at all but the power light would come on , but no picture at all on the screen.

so then they left. i now cant watch tv.

i phoned Jl, and said, ok, so you have now had your one repair chance under the CRA, it failed, and so now i am able to demand a refund.

no, they said, we haven't failed to repair it.

i said, err, yes, you have failed to repair it. i have a document from your technicians which says " tv failed, its not coming on, another visit required"

ahh, they said, we haven't finished repairing it yet!

so. my question is ... how many times are they allowed to come along, make me wait in, lose revenue and fail to repair it.

the cra says they have 1 chance to repair the tv.

as far as i am concerned, they have had their chance, and they have failed. i want my money back.

please let me know your thoughts.

Did they give the option of taking the TV away with them to repair it?

kevineaton77

well, i tried that earlier today. they flat out refused to let me have any kind of refund. they said that this and subsequent visits was all on the first repair. i tried to say, well, no, look , you tried to repair it today, and it hasnt worked. surely, that is a "repair attempt". no they said. we can do basically what we like for the next 28 days. the repair started yesterday and is ongoing until we repair it. that is their deifnintion of the first repair. which i thought was very wrong

kevineaton77

"Did they give the option of taking the TV away with them to repair it?"

No. they sent a third party repair company round with a new panel (NOTE: not a new tv, just the front panel)

neilmcl

kevineaton77 wrote: »

ok. but they are refusing me the refund route. they say that they havent finished fixing it yet

Be careful what you wish for. As already stated a number of times a refund could end up leaving you well out of pocket. Get it repaired or replaced, either by John Lewis or go to LG directly.

kevineaton77

well, you might be right there. but i cant make a decision if i dont know whats on offer, and they have flat our refused to let me have any kind of refund.

whats really galling is the fact that they think they can turn up 2 or 3 or 4 times, and claIm it is 1 repair. that cant be right, surely?

neilmcl

kevineaton77 wrote: »

well, you might be right there. but i cant make a decision if i dont know whats on offer, and they have flat our refused to let me have any kind of refund.

whats really galling is the fact that they think they can turn up 2 or 3 or 4 times, and claIm it is 1 repair. that cant be right, surely?

It's not but I can see their argument. The law states that any repair must be done within a reasonable time and without causing a significant inconvenience so you could argue that leaving the TV in a faulty state and expecting you to take further time of work is causing a significant inconvenience.

You have a choice really, you can speak to someone at JL and state that they've had their one repair and you want to reject the TV, which probably will put you in a worse position with a partial refund or hope they give you a replacement. You can let them come back an repair the TV but tell them this will be the last attempt, or you could contact LG and get them to fix the TV for you, as they said they would do according to that video.

kevineaton77

Well...I'm not sure I can tell them "this is the last repair" because they believe that they can continue making visits until it is repaired. And until it is repaired, all visits are under the banner of "the first repair". Which sounds bonkers to me. Is it just me???

kevineaton77

Also...LG may be unwilling to get involved now seeing as jl have further em!!!!!!ed the tv