John Lewis TV guarantee

neverthesamedaytwice

Hi

I have a bit of a conundrum.

Bought a TV from John Lewis in June 2019. Panasonic 55" OLED. It was in the sale, so the specification was pretty high and I got a good deal .. the original price was significantly higher than the amount paid.

Recently developed a fault. After contacting JL they sent a local repair company to take a look. The company needed to take it to the workshop to investigate.

After chasing the repair company, found out today that JL won't be going ahead with the repair due to cost. I should be issued with an exchange.

I phone JL to find out more.

The item offered is a different brand (LG), an old model, and doesn't have a soundbar included (the Panasonic did) or meet the specification in my opinion. I'm not happy with this as a replacement.

Alternatively, they'll offer me around £200 less than I paid in cash.

Looking at the website, the guarantee states that they'll match the specification. I imagine this should this be based on the actual spec of the TV (rather than the specification of a TV, that could be bought with the amount paid in the sale). Doesn't feel right that I'd end up with a lower spec TV as a result.

I actually asked for the TV back .. but this isn't possible because it's being disposed of. I feel annoyed that I've not been given any choice.

I currently have no TV and no options I'm happy with.

Wondering what the best course of action is?

Any advice appreciated!

Thanks

Luke

neilmcl

Explain why you think the new TV doesn't match the specification of the old one. The models of both TVs would be a great help.

Is the soundbar separate, and if so why can't you use it with the replacement TV.

neverthesamedaytwice

Thanks, good suggestion.

The soundbar came with the TV and (I believe) Panasonic specific (has a proprietary plug).

They're offering the LG 55CX5LB .. the TV I bought is the Panasonic TX-55FZ952B.

When I spoke to the John Lewis customer service representative (apparently the area manager), I was told there is no further recourse and no way to contact John Lewis to raise a complaint.

Am I within my rights to ask for the return of the TV?

Are they with their rights to dispose of it without asking me what I want to do?

The whole experience has left me with a very bad taste in my mouth.

Thanks again!

Luke

Manxman_in_exile

neverthesamedaytwice said:

...

When I spoke to the John Lewis customer service representative (apparently the area manager), I was told there is no further recourse and no way to contact John Lewis to raise a complaint.

...

That sounds dubious.

If you look around this board you may find a couple of threads that give a JL contact address if you specifically want to take a CS complaint/query further.  I'll see if I can find one.

Edit:  Try this from another thread

"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"

You could ask the Area Manager if he has heard of this contact?   

PS - don't know if it's right or not!  It comes form another thread...

neilmcl

Thanks for giving us the models. So they're both OLEDs, the panels will both be made by LG, and I'd argue there's very little in it in terms of specs. Either have pros and cons over the other, yes it would be nice to have the newer LG C1 but the older CX is an overall match for the Panasonic, if not better. You certainly wouldn't be disappointed with it.

You have to understand the Panasonic is a 2018 model whereas the LG is a much later gen, albeit 2020/21 model.

neverthesamedaytwice

Thanks, really appreciate you taking the time to check.

I suppose, aside from what I feel is a very bad customer support experience, my concern is that I chose a Panasonic TV, rather than than an LG TV. John Lewis currently sell TVs that are more equivalent, that are actually made by Panasonic.

I feel like I'm being fobbed off.

Had a look for details about the specific model they've offered and can only find reviews for the newer model. But I'll have another look this evening.

One fundamental difference in my mind is the lack of the sound bar.

Thanks again

Luke

neilmcl said:

Thanks for giving us the models. So they're both OLEDs, the panels will both be made by LG, and I'd argue there's very little in it in terms of specs. Either have pros and cons over the other, yes it would be nice to have the newer LG C1 but the older CX is an overall match for the Panasonic.

You have to understand the Panasonic is a 2018 model whereas the LG is a much later gen, albeit 2020/21 model.

neverthesamedaytwice

Manxman_in_exile said:

neverthesamedaytwice said:

...

When I spoke to the John Lewis customer service representative (apparently the area manager), I was told there is no further recourse and no way to contact John Lewis to raise a complaint.

...

That sounds dubious.

If you look around this board you may find a couple of threads that give a JL contact address if you specifically want to take a CS complaint/query further.  I'll see if I can find one.

Edit:  Try this from another thread

"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"

You could ask the Area Manager if he has heard of this contact?   

PS - don't know if it's right or not!  It comes form another thread...

Thanks! I'll see what they say ..

neilmcl

neverthesamedaytwice said:

Thanks, really appreciate you taking the time to check.

I suppose, aside from what I feel is a very bad customer support experience, my concern is that I chose a Panasonic TV, rather than than an LG TV. John Lewis currently sell TVs that are more equivalent, that are actually made by Panasonic.

I feel like I'm being fobbed off.

Had a look for details about the specific model they've offered and can only find reviews for the newer model. But I'll have another look this evening.

One fundamental difference in my mind is the lack of the sound bar.

Thanks again

Luke

neilmcl said:

Thanks for giving us the models. So they're both OLEDs, the panels will both be made by LG, and I'd argue there's very little in it in terms of specs. Either have pros and cons over the other, yes it would be nice to have the newer LG C1 but the older CX is an overall match for the Panasonic.

You have to understand the Panasonic is a 2018 model whereas the LG is a much later gen, albeit 2020/21 model.

Is it really a soundbar or just the way Panasonic have placed their speaker design as a separate piece that clips on to the lower part of the screen. I doubt there's that much in it in sound quality between this and the LG.

SiliconChip

neverthesamedaytwice said:

Manxman_in_exile said:

neverthesamedaytwice said:

...

When I spoke to the John Lewis customer service representative (apparently the area manager), I was told there is no further recourse and no way to contact John Lewis to raise a complaint.

...

That sounds dubious.

If you look around this board you may find a couple of threads that give a JL contact address if you specifically want to take a CS complaint/query further.  I'll see if I can find one.

Edit:  Try this from another thread

"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"

You could ask the Area Manager if he has heard of this contact?   

PS - don't know if it's right or not!  It comes form another thread...

Thanks! I'll see what they say ..

I had to contact that address about a year ago when I was having issues with a laptop repair being done by Asus, I got a call back from a member of the executive team on a Saturday (as I recall he was Scottish which ties in with the Glasgow address) and received a £100 voucher for my trouble - by coincidence the laptop was unexpectedly returned with the repair completed the same day, even though I'd been told the replacement parts hadn't arrived!

neverthesamedaytwice

neilmcl said:

neverthesamedaytwice said:

Thanks, really appreciate you taking the time to check.

I suppose, aside from what I feel is a very bad customer support experience, my concern is that I chose a Panasonic TV, rather than than an LG TV. John Lewis currently sell TVs that are more equivalent, that are actually made by Panasonic.

I feel like I'm being fobbed off.

Had a look for details about the specific model they've offered and can only find reviews for the newer model. But I'll have another look this evening.

One fundamental difference in my mind is the lack of the sound bar.

Thanks again

Luke

neilmcl said:

Thanks for giving us the models. So they're both OLEDs, the panels will both be made by LG, and I'd argue there's very little in it in terms of specs. Either have pros and cons over the other, yes it would be nice to have the newer LG C1 but the older CX is an overall match for the Panasonic.

You have to understand the Panasonic is a 2018 model whereas the LG is a much later gen, albeit 2020/21 model.

Is it really a soundbar or just the way Panasonic have placed their speaker design as a separate piece that clips on to the lower part of the screen. I doubt there's that much in it in sound quality between this and the LG.

Hmm .. it was definitely advertised as a sound bar, perhaps integrated. It's a separate speaker that plugged into the TV. At the time there was a lower spec model without this.

Found some reviews for the replacement LG offer on the John Lewis site which mention patchy sound.

Definitely appreciate your reassurance though. I was feeling furious when I wrote the first post!

MalMonroe

neverthesamedaytwice said:

Hi

I have a bit of a conundrum.

Bought a TV from John Lewis in June 2019. Panasonic 55" OLED. It was in the sale, so the specification was pretty high and I got a good deal .. the original price was significantly higher than the amount paid.

Recently developed a fault. After contacting JL they sent a local repair company to take a look. The company needed to take it to the workshop to investigate.

After chasing the repair company, found out today that JL won't be going ahead with the repair due to cost. I should be issued with an exchange.

I phone JL to find out more.

The item offered is a different brand (LG), an old model, and doesn't have a soundbar included (the Panasonic did) or meet the specification in my opinion. I'm not happy with this as a replacement.

Alternatively, they'll offer me around £200 less than I paid in cash.

Looking at the website, the guarantee states that they'll match the specification. I imagine this should this be based on the actual spec of the TV (rather than the specification of a TV, that could be bought with the amount paid in the sale). Doesn't feel right that I'd end up with a lower spec TV as a result.

I actually asked for the TV back .. but this isn't possible because it's being disposed of. I feel annoyed that I've not been given any choice.

I currently have no TV and no options I'm happy with.

Wondering what the best course of action is?

Any advice appreciated!

Thanks

Luke

Don't JL still have a five year guarantee for all televisions? 

Here's the complaints info and number -

https://www.johnlewis.com/customer-services/contact-us

(Just scroll down to the complaints info, there's also a link for their 'escalated complaints')

Please don't let them fob you off. It doesn't matter that the TV you bought was in the sale, it's broken and it's their duty to put things right. Especially as the guarantee is so long!!