John Lewis TV Repair - No TV due to coronavirus

Jonathan_Powell

My TV was taken by John Lewis via a third party for repair 3 weeks ago. When arranging the repair, John Lewis asked if we would like a replacement TV (this was around the lockdown) which I agreed to. Forward to when it got collected, we were told 10 days max but the people picking it up said they had no replacement televisions when I asked, nor do they usually do them apparently.

12 days go by and I call John Lewis who haven't got a clue. Called a few days later and was told it was in testing and should arrive back shortly. Called a third time and was told they are definitely still open, working on orders and I should hear back. Skip to Friday just gone, I call John Lewis again who provide me the details for the company; telephone does not answer, email gets bounced back and not even John Lewis can make contact.

Called today and asked the lady on the phone what the tone stamp was for the latest update saying it was in testing. She confirmed it was way back in March about a week after it was collected. In short, they simply do not have a clue what is going on. 

Appreciate we are in unprecedented times (for the modern time anyway) but the service has been so poor. Does anyone know whether these type of trades are actually still operating? A

Ganga

How far away are the people who are repairing it , I know we are restricted from all but essential trips but if they were close and near any supermarkets etc you could look and see if they were at work on your way to do the food shop

missile

Apart from breaking guidelines and risking his and others health … why would OP want to collect a TV which has not been repaired?

OPs contract is with JL, they said they would provide him with a replacement TV.
I always confirm such conversations by e mail.

neilmcl

I had my TV repaired via John Lewis about a year ago and I think it took about 4 weeks after having to wait to source the correct part which was on order. Why did you wait 12 days before getting on to JL for a replacement TV, do you really have no television in your household?

Jonathan_Powell

neilmcl said:

I had my TV repaired via John Lewis about a year ago and I think it took about 4 weeks after having to wait to source the correct part which was on order. Why did you wait 12 days before getting on to JL for a replacement TV, do you really have no television in your household?

Second time this fault has happened and last time someone replaced the panel at the house. Also, I waited 12 days because I was told it would take 10 max. Currently job searching and reasonable enough to give them leeway in these times before chasing. We have an iPad and laptop so still have access to things. We only have the on TV and that's in the living room.

To the other poster, they repairers and around 10-15 miles away. 

daveoc22

I bought a large screen Hisense tv from JL at the end of last year. In January it developed a problem and when I spoke to JL it turns out they do not have anyone in this area, South Coast, to service large screen Hisense tv's and it has to be done by Hisense themselves. I said I'd bought it from them, contract was with them but they simpy did not want to know and just left me with the Hisense phone number to ring. Hisense were good and were able to send me out a usb stick that solved the problem, but I fear that JL customer service has taken a dive.

Mistral001

Have you any friends or relatives who could lend you a TV.  Some people have old TV's in their attic or spare bedroom that they never use and are there because they have not yet got round to taking them to the dump.

Jonathan_Powell

Mistral001 said:

Have you any friends or relatives who could lend you a TV.  Some people have old TV's in their attic or spare bedroom that they never use and are there because they have not yet got round to taking them to the dump.

No one close and most of my family live in the highest infected areas. 

[Deleted User]

I think you'll just have to accept that your TV will only be returned to you after the lockdown is lifted. It's got nothing to do with poor "Customer Service" from John Lewis, there simply isn't the staff to deal with anything other than the most basic query. 

Jonathan_Powell

Moneyineptitude said:

I think you'll just have to accept that your TV will only be returned to you after the lockdown is lifted. It's got nothing to do with poor "Customer Service" from John Lewis, there simply isn't the staff to deal with anything other than the most basic query. 

There is staff, that's why the technical support team answer the phone almost straight away. The poor customer service comes from the fact that they don't have a clue what's going on and have not informed customers that due to this, repairs will be longer. I'm. Not making too much of a big deal because it's a TV but imagine this was a fridge or washing machine and you were told you'll get a replacement machine and it will take 10 days max, only for none of this to be true. 

[Deleted User]

Jonathan_Powell said:they don't have a clue what's going on 

Just like the rest of us then...