John Lewis TV guarantee

powerful_Rogue

neverthesamedaytwice said:

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!

Virtually all TV's in the last 8 years will have bad sound, that's how they get them so thin. That's why you should use a soundbar/amp & speakers with TV's.

neverthesamedaytwice

powerful_Rogue said:

neverthesamedaytwice said:

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!

Virtually all TV's in the last 8 years will have bad sound, that's how they get them so thin. That's why you should use a soundbar/amp & speakers with TV's.

Thanks. The TV I bought had a soundbar, this is something I feel the replacement should also have.

neilmcl

The sound of the LG CX range is reportedly quite good, not sure how it compares with the separate speaker arrangement of the Panasonic but I agree, if it is a separate soundbar then you should at least push for something similar from JL.

I take it it's the sound system described in the following: https://www.whathifi.com/panasonic/tx-55fz952b/review

Gavin83

What do the terms of the guarantee say? Does it specifically say they'll either repair or replace or does it mention a refund as a potential option as well?

Honestly in terms of spec I'd say the LG CX surpasses the Panasonic you have. You aren't entitled to the new model (unless the guarantee says otherwise) and I think you'll have a hard time arguing the CX isn't a suitable replacement. You've no doubt noticed the Panasonic is more expensive however. I'm sure if you really want it you can get the original amount back and pay the extra but I suspect you won't want to do this and I doubt you'll have much luck getting JL to give you the latest Panasonic model either. 

Also, while unrelated to the problem at hand I'm surprised you've spent so much on a TV yet have nothing in the way of sound. Such TVs aren't great for sound as they naturally expect you to have an external AV receiver + speakers. I have no experience of the soundbar in question but I suspect that isn't amazing either. Get yourself a receiver and speakers or a stereo amp + speakers if you don't have the space, you certainly won't regret it.

Saying this considering the above the sound on the LG really isn't that bad.

neverthesamedaytwice

neilmcl said:

The sound of the LG CX range is reportedly quite good, not sure how it compares with the separate speaker arrangement of the Panasonic but I agree, if it is a separate soundbar then you should at least push for something similar from JL.

I take it it's the sound system described in the following: https://www.whathifi.com/panasonic/tx-55fz952b/review

Yes, that's correct! It's that sound system .. it was billed as quite a large part of the specification, as the review confirms.

I contacted Panasonic and asked them what the equivalent TVs in their range would be today. The rep has provided a list, all of which are currently in stock at John Lewis, so I'll mention that in my email.

Thinking about all this, it definitely feels like John Lewis should give more clarity about what the warranty includes. From speaking to the repair company it sounds like a TVs today are very likely to need replacing in most cases, with parts becoming obsolete in the matter of a couple of years.

One question that comes to mind, is whether the guarantee is for return of the amount I paid (less depreciation)—which feels very much like a rental agreement; or whether the guarantee provides a like-for-like replacement.

If I think about this tangentially; If someone bought a Volvo and the warranty replacement was a VW, I can't see this being acceptable regardless of the quality of the replacement brand. Should this matter be any different?

neverthesamedaytwice

Gavin83 said:

What do the terms of the guarantee say? Does it specifically say they'll either repair or replace or does it mention a refund as a potential option as well?

Hi - these are the terms (https://www.johnlewis.com/customer-services/guarantees-and-troubleshooting-guides?dt=guarantees-electricals-electricalTv)

The relevant text ..

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.

I've spoken with Panasonic who have given me model numbers in their current range which are equivalent and currently sold by John Lewis; so I hoping this information can be put to use!

Also, while unrelated to the problem at hand I'm surprised you've spent so much on a TV yet have nothing in the way of sound. Such TVs aren't great for sound as they naturally expect you to have an external AV receiver + speakers. I have no experience of the soundbar in question but I suspect that isn't amazing either. Get yourself a receiver and speakers or a stereo amp + speakers if you don't have the space, you certainly won't regret it.

Definitely take your point, but the sound was pretty good with this one: https://www.whathifi.com/panasonic/tx-55fz952b/review (thx to neilmcl for the link).

neilmcl

All the current/latest Panasonic OLEDs are 2 or 3 generations of panel tech later than your old TV so are arguably not equivalent in specification, they are much better (as are those by LG, Sony etc). You're basically trying to argue that as you purchased the highest spec at the time (even though it was older spec even then) then you're entitled to the highest spec Panasonic of today. That's not how it works. The sound bar issue aside, JL are fulfilling the terms of their warranty by offering the LG CX which is of the same, if not higher spec of your much older Panasonic range.

neverthesamedaytwice

neilmcl said:

All the current/latest Panasonic OLEDs are 2 or 3 generations of panel tech later than your old TV so are arguably not equivalent in specification, they are much better (as are those by LG, Sony etc). You're basically trying to argue that as you purchased the highest spec at the time (even though it was older spec even then) then you're entitled to the highest spec Panasonic of today. That's not how it works. The sound bar issue aside, JL are fulfilling the terms of their warranty by offering the LG CX which is of the same, if not higher spec of your much older Panasonic range.

I would argue that by the very nature of the fast moving TV industry—and the built in obsolescence associated with it—all TVs will have a better specification. It's also clear that due to this scenario, a replacement is a more usual resolution than repair.

The state of the industry is not my fault—and I don't feel my requirement to have a like for like replacement is made any less reasonable because of it.

I haven't chosen for my TV to breakdown. I chose to purchase from JL largely because I trust the company, and the warranty seemed sensible considering the cost associated.

On a fundamental level, John Lewis profits from offering this warranty. I'm sure the increase in custom largely dwarfs the number of defective TVs that are replaced on warranty.

If JL had to clearly state that the warranty replacement may be a completely different brand, and might not reflect the specifics features the item purchased conforms to, would they gain as much custom from this warranty offer?

I would strongly suspect that they wouldn't

neverthesamedaytwice

neilmcl said:

You're basically trying to argue that as you purchased the highest spec at the time (even though it was older spec even then) then you're entitled to the highest spec Panasonic of today.

I do appreciate your input on this matter, but just to be clear; I don't expect the highest spec Panasonic .. I simply expect a Panasonic matching the specification of the TV I purchased.

JJ_Egan

Specifications , do you mean the sound bar ??