TV bought online from John Lewis

cx6

It is up to you if you want to risk keeping it in the hope of an OTA update - you may well want to.

However, if you decide that you would rather return it, then reply to JL saying you have a legal right to return the TV as being faulty (not change of mind) and if they refuse then you will contact your card company. JL may well contest a chargeback, but since the TV is faulty and it is a well-known problem then I can't see they have a leg to stand on.

Agree that JL customer service has deteriorated.

cx6

Escalated Complaints Process

If you've contacted us and you feel that we haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service Team:

Email: Head_of_Customer_Service@johnlewis.co.uk

Write: Customer Relations Department, John Lewis & Partners, PO Box 3586, Glasgow G73 9DW

Please do not return items to this address - it is for correspondence only. If you want to return an item you've bought, see how to return or exchange an item.

visidigi

Here's the thing. The TV Works, just not for the very specific need you have. If you were using another source you may not have even noticed the issue.

I have to say the way JL have spoken to you is unacceptable. I find it laughable that they think because they have stores this somehow changes your distance selling rights.

Reminds me why I will always use Richer Sounds.

Murphybear

I am surprised at John Lewis.  We buy a lot from them and on the rare occasions we need their customer services have found it to be brilliant.  My husband bought a Mac computer from the store and after using it at home decided he didn’t like it.  There was nothing wrong with it.  After talking to customer services he took it back to the store and they exchanged it for a different one plus they gave him a free set up and tuition which they normally charge for. 

m0bov

You need to reject, if you hold out for the OTA and it does'nt work, then it makes it more tricky. Just speak with your Credit Card provider. Its a software bug, its covered by CRA.

Sandtree

Murphybear said:

I am surprised at John Lewis.  We buy a lot from them and on the rare occasions we need their customer services have found it to be brilliant.  My husband bought a Mac computer from the store and after using it at home decided he didn’t like it.  There was nothing wrong with it.  After talking to customer services he took it back to the store and they exchanged it for a different one plus they gave him a free set up and tuition which they normally charge for. 

When was this?

Historically they were but more recent years they've gone down hill. We bought our matching fridge and freezer from them and they just weren't interested when the freezer died and needed to be replaced for the 3rd time in 2 years and the manufacturer said it was no longer manufactured.

Even their exec complaints team asked me to quote the sections of the CRA I was claiming gave me rights but they then stated spoiled food was an exception to the law but refused to give me the same courtesy of quoting the law they were depending on.

Ultimately got it resolved by issuing court proceedings and their chosen law firm agreed to settle in full straight away.

neilmcl

m0bov said:

You need to reject, if you hold out for the OTA and it does'nt work, then it makes it more tricky. Just speak with your Credit Card provider. Its a software bug, its covered by CRA.

Explain why that is?

They're raised this issue now whilst there in their 30 day short term right to reject period. This will now be effectively on pause and should the OTA not work they can reject it then.

photome

neilmcl said:

m0bov said:

You need to reject, if you hold out for the OTA and it does'nt work, then it makes it more tricky. Just speak with your Credit Card provider. Its a software bug, its covered by CRA.

Explain why that is?

They're raised this issue now whilst there in their 30 day short term right to reject period. This will now be effectively on pause and should the OTA not work they can reject it then.

While I agree with you, JL may not, so it may be much harder to reject