John Lewis 5 year warranty on TV & Consumer Rights

DullGreyGuy

The current model OLED65C2 is £1,530 and is a fair step up from the 65E8 and £1k is a 2rds of the money towards an upgrade and new warranty.

Gavin83

For what it's worth to the OP....

The warranty appears to suggest they'll give you a new TV rather than a partial refund should they not be able to repair it. However as previously mentioned there's no specifics around how many repair attempts they get nor how long they can keep the TV for, unless it's somewhere else. Therefore I don't think you can insist on a replacement at the moment.

They're essentially asking you to fall back on your consumer rights rather than their warranty. This does allow you a partial refund/replacement now but you can't insist on a replacement and they are allowed to reduce the refund for usage. Under this the £1000 offer seems fair.

It's your choice really. You could take the £1000 and be done with it or you could carry on until they accept they can't repair the TV, or until they do actually manage to repair it. Personally in your shoes I'd ask if they'll give you £1200, take whatever amount you get and buy a new TV. OLEDs are a lot cheaper now so you wouldn't have to add much to the refund to buy a new TV, plus you'll get a superior set.

Manxman_in_exile

TELLIT01 said:

We still have 32" TVs and literally no space large enough to accommodate anything larger, due to the shape of the room.  As the room is also quite narrow, a large TV on the chimney breast wouldn't be any good either.

Pah!  I can do 4" better then that.  Ours is a mere 28".

Admittedly it's about 15 years old but as long as we remember to wind it up each night before going to bed it seems to work ok.  I've no idea what these "lines down the screen" are that so many people complain about today.

Also our new-fangled "VCR player" is most satisfactory...

good2talk

Thanks for all the replies. 

My bad, I forgot everything about the price match back in 2018. I got John Lewis to price match this tv with another retailer at the time who had the same tv for £2065.00. John Lewis did price match so I bought this tv for £2065.00 back in 2018. 

Their customer relations team manager got back to me today and mentioned this to me. I had completely forgot about this price match. 

Now, I was embarrassed and would have been happy to take the £1000 they were previously offering me. 

But the manager said he could replace the tv with the current model LG OLED65CS6LA or refund me £1699. 

I said I would be more than happy to accept £1699 refund to which he did and it would be on my payment card in about 5 days.
 

They are going to take my faulty tv next week. 

So after four years usage from the tv, they are refunding me £1699 so it cost me £366 for the four years which is amazing. 

I’m so happy with the result. 

Many thanks for all your replies and advice. 

Jumblebumble

good2talk said:

Thanks for all the replies. 

My bad, I forgot everything about the price match back in 2018. I got John Lewis to price match this tv with another retailer at the time who had the same tv for £2065.00. John Lewis did price match so I bought this tv for £2065.00 back in 2018. 

Their customer relations team manager got back to me today and mentioned this to me. I had completely forgot about this price match. 

Now, I was embarrassed and would have been happy to take the £1000 they were previously offering me. 

But the manager said he could replace the tv with the current model LG OLED65CS6LA or refund me £1699. 

I said I would be more than happy to accept £1699 refund to which he did and it would be on my payment card in about 5 days.
 

They are going to take my faulty tv next week. 

So after four years usage from the tv, they are refunding me £1699 so it cost me £366 for the four years which is amazing. 

I’m so happy with the result. 

Many thanks for all your replies and advice. 

. 

Thats a good result and means that all the posters who have suggested that John Lewis "selling price value" is the second hand value of your TV are incorrect. 
You also presumably have 5 years fresh  warranty if you take the TV option
 JL warranty actually means that they  will give you an equivlent TV or its value.

Alderbank

Jumblebumble said:

good2talk said:

Thanks for all the replies. 

My bad, I forgot everything about the price match back in 2018. I got John Lewis to price match this tv with another retailer at the time who had the same tv for £2065.00. John Lewis did price match so I bought this tv for £2065.00 back in 2018. 

Their customer relations team manager got back to me today and mentioned this to me. I had completely forgot about this price match. 

Now, I was embarrassed and would have been happy to take the £1000 they were previously offering me. 

But the manager said he could replace the tv with the current model LG OLED65CS6LA or refund me £1699. 

I said I would be more than happy to accept £1699 refund to which he did and it would be on my payment card in about 5 days.
 

They are going to take my faulty tv next week. 

So after four years usage from the tv, they are refunding me £1699 so it cost me £366 for the four years which is amazing. 

I’m so happy with the result. 

Many thanks for all your replies and advice. 

. 

You also presumably have 5 years fresh  warranty if you take the TV option

I did not expect JLP to reset the warranty. That is very unusual. Do you have evidence for that?

Their customers might never have to buy a tv again!

HillStreetBlues

Jumblebumble said:

You also presumably have 5 years fresh  warranty if you take the TV option

Wouldn't get a new warranty  as they  aren't buying the TV, the old warranty would continue.

But in taking the cash, IF OP buys again from JL then there would be a new warranty (why cash option is better)

Gavin83

Jumblebumble said:

good2talk said:

Thanks for all the replies. 

My bad, I forgot everything about the price match back in 2018. I got John Lewis to price match this tv with another retailer at the time who had the same tv for £2065.00. John Lewis did price match so I bought this tv for £2065.00 back in 2018. 

Their customer relations team manager got back to me today and mentioned this to me. I had completely forgot about this price match. 

Now, I was embarrassed and would have been happy to take the £1000 they were previously offering me. 

But the manager said he could replace the tv with the current model LG OLED65CS6LA or refund me £1699. 

I said I would be more than happy to accept £1699 refund to which he did and it would be on my payment card in about 5 days.
 

They are going to take my faulty tv next week. 

So after four years usage from the tv, they are refunding me £1699 so it cost me £366 for the four years which is amazing. 

I’m so happy with the result. 

Many thanks for all your replies and advice. 

. 

Thats a good result and means that all the posters who have suggested that John Lewis "selling price value" is the second hand value of your TV are incorrect. 

Not incorrect at all. JL have just gone beyond what they needed to and not dragged their heels on it. There’s a difference.

Good result for the OP though.

Manxman_in_exile

Alderbank said:

Jumblebumble said:

good2talk said:

Thanks for all the replies. 

My bad, I forgot everything about the price match back in 2018. I got John Lewis to price match this tv with another retailer at the time who had the same tv for £2065.00. John Lewis did price match so I bought this tv for £2065.00 back in 2018. 

Their customer relations team manager got back to me today and mentioned this to me. I had completely forgot about this price match. 

Now, I was embarrassed and would have been happy to take the £1000 they were previously offering me. 

But the manager said he could replace the tv with the current model LG OLED65CS6LA or refund me £1699. 

I said I would be more than happy to accept £1699 refund to which he did and it would be on my payment card in about 5 days.
 

They are going to take my faulty tv next week. 

So after four years usage from the tv, they are refunding me £1699 so it cost me £366 for the four years which is amazing. 

I’m so happy with the result. 

Many thanks for all your replies and advice. 

. 

You also presumably have 5 years fresh  warranty if you take the TV option

I did not expect JLP to reset the warranty. That is very unusual. Do you have evidence for that?

Their customers might never have to buy a tv again!

No.  He's making an (almost certainly wrong) assumption.

Manxman_in_exile

 ... and means that all the posters who have suggested that John Lewis "selling price value" is the second hand value of your TV are incorrect. 

No, I don't think so.

So far as I'm aware nobody even mentioned* the JL guarantee "selling price value", let alone made any suggestions as to what it might be.  (If only because it would be whatever JL sell the current equivalent TV for, so that value is already set by JL and not up for discussion).

I think(?) the value that various posters actually speculated about was how much of a deduction JL might make from a refund under the Consumer Rights Act 2015 for the four years of use the OP had enjoyed from the TV.  But as it seems JL refunded under the terms of their own guarantee, any discussion of how much a deduction might be under the legislation was irrelevant.  But not necessarily wrong.

I doubt the 5 year gurantee would have started over again if the OP had opted for an equivalent replacement.

What the OP's thread does show is that if you are in dispute with JL over whether their guarantee or the CRA applies, don't let them brush you off with the CRA if their guarantee would give you a better outcome.  Ask to speak to a manager or get it escalated


*It was only mentioned once and then only because it was a quote directly from the guarantee.  No value was suggested for it.