Repair Centre claiming warranty void

Saint67

I bought a television for my daughter as a christmas present. After about a month the t.v developed a fault (brightness/backlight) so I contacted John Lewis from where it was purchased.

They arranged a repair under the manufacturers warranty. I sent it off in the original manufacturers packaging which I still had. I contacted them today for an update to be told that the repair centre is claiming that the screen is smashed and as such the warranty is void. Now I certainly didn't send it like that and I don't believe it was damaged in transit either.

My belief is that it can't be cost effectively repaired or they damaged it whilst trying to repair it.

Does anybody have any advice or an opinion on what I can do about this. John Lewis have offered a goodwill payment but this doesn't seem right on principle.

Thanks

Hasbeen

What insurance did you put on the sent package?

theonlywayisup

Are they claiming it was damaged on arrival?  Who arranged and paid for the return?

IvanOpinion

Contents insurance?

JJ_Egan

Photo of the undamaged screen ??

Warranty subject to their conditions .

Consumer Rights the law against JL .

How much is this goodwill payment .

( Now I certainly didn't send it like that and I don't believe it was damaged in transit either.
My belief is that it can't be cost effectively repaired or they damaged it whilst trying to repair it.

)

Could be any of the four who knows .

mattyprice4004

How do you know your daughter didn’t damage it? 

With a broken backlight it’s hard to see a cracked screen, and damaging a screen can also damage the backlight. 

It’s your word against theirs - their proof is the screen is damaged so I hope you have pictures to disprove them 

Saint67

Thanks for the responses.

In answer to some of the points raised.

1) The collection of the faulty item was arranged and paid for by John Lewis as we thought this was a simple repair under warranty. I didn't take out any addittional insurance as none was offered.

2) The repair centre claims it was damaged when they received it. Even though I heard no update for over three weeks. I initially received 3 emails. First stating receipt of item, second assigning to engineer followed by a third stating item was being put on diagnostics.

3) I do have Contents insurance.

4) The goodwill payment is £100 and I didn't feel it necessary take photos prior to sending as I believed I was dealing with a reputable authorised repair centre.

I could provide a photograph of the television but is that really proof that it was taken immediately prior to boxing the item up. Equally the photograph they have provided could have been taken weeks after arrival. It may not even be the television I sent them, I'm sure they get a few of these in.

Finally, mattyprice4004, i did start to question this but in the photograph that they provided the damage is extensive (shattered by a point impact) there really is no way it was like that.

It truly is my word against theirs.

JJ_Egan

As JL arranged collection go back to them not under manufacturers warranty but use your Consumer Rights against the vendor .

George_Michael

Saint67 said:

2) The repair centre claims it was damaged when they received it. Even though I heard no update for over three weeks. I initially received 3 emails. First stating receipt of item, second assigning to engineer followed by a third stating item was being put on diagnostics.

It truly is my word against theirs.

I find it had to believe that any reputable business would take delivery of an item such as a TV and then go though a 3 week process of assigning the repair to an engineer and and arranging for diagnostics to be carried out without first inspecting that TV to check its physical condition and that the details are all correct.
In fact, I would have thought that the first thing they would do when they received it would be to carry out a condition check.

If it did come down to legal action, a judge would base their ruling on the balance or probabilities and I would hope that a sensible judge would think it likely that the damage occurred after the repairers took possession of the set.

Al_Ross

Which Courier,collected the tv,happens all the time with couriers,the damage should be settled between John Lewis and the couriers if the tv was sent in good condition.

Have the manufactures sent you a photo showing damage to the tv screen?

Saint67

The courier company was DPD who I believe to be one of the better parcel carriers. The television was sent in the original packaging. JL state that they are happy that the packaging was not damaged so conclude that the damage was either prior to boxing up or after receipt at repair centre. They can't confirm which hence the goodwill payment offer.

JL have sent me a photo showing a TV with a shattered screen but TBH this may not even be the tv I sent, it could have a different serial number. There has to be an element of trust  and due to my experience and reading some google reviews of the repair company, I'm certainly not the first person to have exactly the same thing happen.