John Lewis refusing to accept return

threefortyfive

Purchased a new TV via John Lewis online site less than a week ago. Paid additional charges for delivery & installation. Stood outside the room whilst this was done. Once I started to familiarise myself with the TV I was appalled at both picture & sound quality on the freeview channels so I logged in to netflix & amazon prime to see if things were any better, which they weren't. Went to the John Lewis site to try to initiate a return but that option wasn't there, eventually wound my way around to a whatsapp chat with an agent who refused the return point blank ' as this item is not faulty and is outside of our returns policy for an unwanted item as your data has been inputted into the TV meaning it is not in an unused resaleable condition'. I pointed out that i considered it faulty due to the appalling picture & sound both of which I could only ascertain after availing myself of all the functions, ie; logging in to netflix etc. And that i could perform a factory reset to remove my data. The response to this was 'even if you factory reset the data will still be on the hard drive'. I quoted consumer contract regs and asked for her to speak to a supervisor which she immediately replied that she had and '..our stance will not be changing as it is not within our t's & c's and we can not re-sell it. I then asked her to ask her supervisor for an address where I could serve legal notice re their refusal and I was just given the generic head office address but no specific department or person. 

Would appreciate some informed advice. I paid on credit card so i'm guessing that's my next port of call?

Browntoa

Almost identical recent question with replies

https://forums.moneysavingexpert.com/discussion/comment/77763840#Comment_77763840

tacpot12

Please read the thread that was mentioned above. You can serve notice to John Lewis' Head Office address, and you can also send your Letter Before Action there. The fact that the TV is no resalable despite having a factory reset is another way in which your TV is not fit of sufficient quality. I would sue for the cost based on the three faults; picture quality, audio quality and the fact that having tried it enough to find these faults the TV is now not resalable because a factory reset does not clear the device of data adequately.