John Lewis 5 year warranty on TV & Consumer Rights

DullGreyGuy

good2talk said:

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. 

A good result, have to say I was lucky with my Samsung and got a full refund after a similar period and benefitted from both the improved tech/reduction in pricing but also it being around Jan when TVs are near their lowest prices.

Given CS and C2 are currently generally priced the same it was a bit underhanded for them to offer the lower specification CS... you can by both for 10% less and that way you get a new warranty too. The CS was an odd blend of C1, C2 and B2 TVs, maybe a good idea when it was a bit cheaper than the C2 but not any more.

diystarter7

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. 

Hi OP
Just read this
Great result for you and excellent CS by JL &P's

thank you and good luck

Jumblebumble

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 but common sense says so because  John Lewis will sell the same TV for £1699
So iI agree that it  may be entirely possible that if the OP takes the TV they get 2 Years warranty but if they take the £1699 refund and go on line and then  buy  exactly the same TV they will get 5 years warranty
Who knows ?

good2talk

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!

I was told that if I chose the replacement tv option, then I would get a fresh new 5 years warranty on the replacement tv. 

good2talk

The manager I spoke to also was kind enough to refund me £23.99 , the cost of my led lights, which the engineer broke. 

Manxman_in_exile

Full marks to JL then.

Pity their CS initially tried to brush you off with "consumer rights" rather than their warranty.

Did you ask for it to be escalated to a manager?

Manxman_in_exile

Apologies to @Jumblebumble.

Seems you were right that the 5 yr guarantee would be renewed.  Great service form JL

MobileSaver

DullGreyGuy said:

Gavin83 said:

Alderbank said:

SpudGunPaul said:

diystarter7 said:

So consider this - it your tv is realtively samll 55 or less, with the 1k plus a few hundred pounds you'd be able to get a very decent OLED for about 1600  - the sound is btter as well but for us and many, most use additional sound systems as all flat screen have limited sounds abilty

Is a 55" tv relatively small?

Not even close.

According to Statista 'TV sets in homes by screen size UK'

c.75 million tv sets in use
Most common size 40-42"
76% of sets are smaller than 50"
only 5% larger than 59"

https://www.statista.com/statistics/438130/tv-sets-usage-in-homes-by-screen-size-in-the-uk/

I'm genuinely surprised it's that low. We've got a 65" TV and I considered that perfectly normal. It's quite easy to pick up a bigger TV than this too.

I suspect it depends on what metric you are looking at... the average size of screen bought today for the living room or the average size of every TV screen that people own in their home. The average for the later would be significantly reduced by all those that have 10 year old screens and those that have smaller TVs in their/kids bedrooms etc.

^ This. Our main TV viewing is on a 138" screen but we have something like 26 TVs in our house of which more than half are only 20-odd inches across as those ones are in all the bedrooms and bathrooms.

good2talk said:

I was told that if I chose the replacement tv option, then I would get a fresh new 5 years warranty on the replacement tv. 

It sounds a great result for the OP but it's hard to see how that could be sustainable for JL in the long term as, at least in my experience, consumer electronics these days are nowhere near as reliable and long-lasting as they used to be...

Manxman_in_exile

MobileSaver said:

DullGreyGuy said:

Gavin83 said:

Alderbank said:

SpudGunPaul said:

diystarter7 said:

So consider this - it your tv is realtively samll 55 or less, with the 1k plus a few hundred pounds you'd be able to get a very decent OLED for about 1600  - the sound is btter as well but for us and many, most use additional sound systems as all flat screen have limited sounds abilty

Is a 55" tv relatively small?

Not even close.

According to Statista 'TV sets in homes by screen size UK'

c.75 million tv sets in use
Most common size 40-42"
76% of sets are smaller than 50"
only 5% larger than 59"

https://www.statista.com/statistics/438130/tv-sets-usage-in-homes-by-screen-size-in-the-uk/

I'm genuinely surprised it's that low. We've got a 65" TV and I considered that perfectly normal. It's quite easy to pick up a bigger TV than this too.

I suspect it depends on what metric you are looking at... the average size of screen bought today for the living room or the average size of every TV screen that people own in their home. The average for the later would be significantly reduced by all those that have 10 year old screens and those that have smaller TVs in their/kids bedrooms etc.

^ This. Our main TV viewing is on a 138" screen but we have something like 26 TVs in our house ...

Are you @diystarter7 posing as somebody else?

Grumpy_chap

Manxman_in_exile said:

Apologies to @Jumblebumble.

Seems you were right that the 5 yr guarantee would be renewed.  Great service form JL

I think JL are rather unusual in the way they process replacements under warranty. 
With most retailers, the warranty is only from the original date. 
With JL, at least when my wife has has wearable devices replaced under warranty, they process the replacement as a refund to voucher and then a purchase with the voucher.  That means the new product has the warranty reset.  
It is an odd way to do things, good for the customer, but poor for JL.