John Lewis smart tv return policy

dinojan

I am wondering if anyone else has had this or different experience or can offer any help.  I bought a smart tv online from John Lewis which I want to return under the 14 day provision in the distant selling regs (I know they are called something different now).  John Lewis say they can’t take it back because it has been connected to the internet and that even though it has been factory reset the details of the router password will still be in the tv.  They say this would be a breach of GDPR so I have changed the router password meaning if any details are somehow left behind (is this even possible?) they are just letters and not my password so there is no GDPR issue.  John Lewis are still saying this is no good and they can’t take the tv back.  This seems crazy to me as the first thing a smart tv does is ask you to connect to the internet in order to set it up.  Has anyone had experience of this policy?  There is a vague reference to not being able to return devices containing personal information to them on their website but I can’t imagine that anyone reading this would understand that meant connecting a tv to the internet immediately means that can’t be returned.  Also, if anyone has any information about whether this policy is lawful I would be really grateful.TIA.

roddydogs

Why do you want to return it?

dinojan

Because the quality is poor, lip sync has out, poor motion control and colours etc.  I understand that I can tell them this etc but I am really baffled by the issue re details being entered into the tv which seems so wrong to me so I am wondering whether anyone else has returned a tv to JL after entering details and what people who know more than me might think about the legitimacy of the policy.

tacpot12

If the TV isn't of a satisfactory quality, you can have a refund for it under the Consumer Rights Act. If they don't want to take it back into their control because it contains some data that they don't want to take responsibility for, they can tell you to keep it, but they can't not refund your money. 

Technically I doubt that a previous WiFi password can be used to access your network, or to decrypt any data passing across it.

The answer for future customers to refute John Lewis is not to put a password into the TV; use an Ethernet cable or, if the TV doesn't have an Ethernet port, connect it to a WiFi access point that doesn't have a password and connect the WiFi access point to the home network using Ethernet.

dinojan

Thanks, that’s a good idea re the Ethernet cable.  I have already changed the router password and factory reset so, as I have told them, it may contain some data somewhere in its deepest records but it is not my data so GDPR doesn’t apply but they won’t have it.  I have taken a load of photos/video of all the faults on the tv now so hopefully it is sorted re the tv being faulty but I am still gobsmacked about that policy.  I don’t think the website adequately makes clear that the minute any password goes in you’re done for!

JJ_Egan

DSR is meant to give you the chance to look at stuff same as in a shop .

You would not be entering passwords to test TVs in a shop .

But i agree vendors should give more information .

binao

JJ_Egan said:

DSR is meant to give you the chance to look at stuff same as in a shop .

You would not be entering passwords to test TVs in a shop .

But i agree vendors should give more information .

If you look at stuff in a shop it may well have the shop password, so does that mean that it can not be sold as ex dem due to GDPR.

If i'm returning  stuff, it is always because it's faulty, not the colour etc.

My local JL is great for returns, otherwise known as a  "manager's special offer". But then I've  spent more then a few k at JL over the years.

Be fair, deliver to shop with undamaged box / packing / labels etc.

+ Don't  expect free return carriage as well. Deliver to shop etc, enjoy a day trip 👪.



 

MalMonroe

This is very disappointing as I normally love to shop at John Lewis and recommend them to everyone. And for TVs normally, they used to offer a five year guarantee, so what's happened to that?  Is there anything at all on their website to indicate that if you have a problem with a smart TV you can't return it to them? 

In any case, I would phone and ask to speak to a manager or someone higher than a manager, if they have anyone. There's this information : https://jland.partners/3eYdCGE  

I've never heard of John Lewis being so unhelpful and negative before. It's totally ridiculous and I'd be like a dog with a bone, before you do anything else with this TV.  Don't let them get away with it.

You're not happy, and they should take action!  Immediately, if not before. That's my opinion, anyway.

P.S. I'd email Head of Customer Service now - email address on the link above. 

DCFC79

OP if your going to email John Lewis keep the complaint short.