John Lewis 5 year guarantee for television

seert

I bought a tv in late 2016 from John Lewis, i have been onto them about problems with it and I finally get a tv service engineer to call out with me last Wednesday he was sent through John Lewis, he comes to the house and looks at the tv and says thats not right, I show him some photos and also a video of what was happening.
Today I get a phone call from John Lewis to say they cant get parts and its not economically viable to repair the tv and as so they will offer me a replacement equivalent and quote this TV reference number off to me, the tv they are suggesting is worth £429, I paid £799 for the tv brand new from John Lewis in 2016, I asked about this and they said the tv depreciates by around £100 per year and my offer is £429.
I have a 5 year guarantee, I never knew that they did this (use depreciation), I thought you got the value of the money you spent, it was never said to me at any time you have to take depreciation into regards.
do you know if this is correct?
I have not accepted the offer, they told me to think it over, should I go back and argue that is not what should be happening?
has anyone you had any dealings with John Lewis or know of anyone who has had dealings with them? 
thank you for your help

TadleyBaggie

Deducting an amount for usage seems reasonable and under consumer law (not necessarily relevant here) is quite normal. What do the T&C's of the guarantee say on this matter?

seert

Took this from their website. I have had issues with this tv for over a year 

"Claiming on your guarantee

If your product develops a fault:

1. Look for any obvious reasons for the breakdown and consult the troubleshooting guide in the manufacturer's handbook or on their website
2. If that doesn't resolve the issue, please contact our technical support team who will be happy to help:

•     Call 0330 123 0106, 8am - 9pm weekdays, 8am - 8pm Saturdays and 10am - 6pm Sundays (call charges will depend on your telephone provider)
•     Please have your model number and date of purchase to hand when you call. You'll find all of this information on your original receipt – this acts as your guarantee, so please make sure you keep it safe
•     You can also email technicalsupport@johnlewis.com

If we can't repair your TV, we'll replace it with a TV of equivalent specification. If no equivalent product is available, we'll either offer you the nearest equivalent specification or its selling price value , and we'll always do our best to make sure you're satisfied with the outcome."

Grumpy_chap

If you paid £800 in 2016 and now receiving £400, you can probably buy a new TV of same or better specifications as the original TV

EssexExile

Does the TV they are offering do what your old TV did? What cost £800 four years ago probably costs about £430 now. If the TV they are offering isn't up to the spec of your old one, find one that is and negotiate.

Gavin83

So their guarantee says they’ll offer a TV of equivalent specification. Does the TV they’ve offered fit this criteria?

I’d expect a current £400 TV to be better than a £800 TV from 4 years ago but it’s impossible to confirm without knowing the details.

seert

The tv they are offering is near the same but I think I will take the advice of going back to them and negotiating to see if I can get some more from them, I told them about these problems 16 months ago. 
The tv I have is a Hisense 55M7000 and they have suggested a Hisense 55AE7400FTUK 
Could someone let me know if I would be getting equivalent. 
I may also be able to add money to a final agreed offer, maybe up to £500 which would bring me around £1000, any suggestions as to what i could look at please?
I dont play games but my grandchildren use it at times to play their consoles. 
I watch quite a bit as im a full time wheelchair user and cant get out much 
once again thank you to all who look and reply to my queries

McKneff

Really no need to spend that much money. 
Shop around. £500 to spend?
We just bought a 55 inch smart TV. 
Samsung no less for 499

mobileron

I have the hisense its first class and cost £350 in the sale.Dont forget you will be getting another 5 year warranty,

HereToday

https://hisenseme.com/product/554k-uled-smart-m7000/
https://hisense.co.uk/tvs/all-tvs/ae7400f/

Specs are quite similar; so like for like in their eyes. If you liked the old one, this one should be similar in form and function.

Stompa

mobileron said:

Dont forget you will be getting another 5 year warranty,

I'd suggest double-checking that it works like that.

I've had a number of electric kettles replaced under warranty at JL. It always used to be that a replacement kettle came with a new warranty. They then changed the system so that the warranty on the replacement ran from when you purchased the original. I've no idea whether the same applies to TVs.