Need help with a faulty TV, out of warranty but manufacturer has authorised an uplift with the selle

DullGreyGuy

screech_78 said:

DullGreyGuy said:

screech_78 said:

I’d wait and see what they come back with. I would imagine this is being discussed with their legal team. I’d be surprised if you’re offered a replacement but you never know. 

I very much doubt anything is being discussed with the legal team, having issued on JL for my own issues with them none of their communications had an ounce of legal qualifications in their draftings and about 5 days after I issued proceeding their panel solicitors immediately reached out and offered full settlement. If the law firm was going to do that the legal team would avoid the issuing fee and statutory interest by paying up on the LBA. 

I didn’t say that the legal team would contact the OP, however there are advisors on hand for things like this to be discussed with and to check the legal position. If they settled with you, it’s because they thought there was less than 75% chance of them winning. 

Wasn't suggesting that you meant a lawyer was writing the comms but their advice had been sort and so should be reflected in the response. 

When I worked in customer service the advisors on hand for these things were people like me in the serious complaints team, no one there had any form of legal training nor did we have on call anyone in Legal. Only when court papers arrived did it then get passed to the Legal team. 

In Motor Claims it was different and we did have 2 barristers and 3 solicitors in the office we could refer to but even then it was by exception and those cases were typically £1m+ not the cost of a TV. 

The nonsense in the JL letters to me shouldn't have gone out from anyone, let alone the executive complaints team, and I would be shocked if a lawyer had been consulted and recommended such repudiations especially when 2 weeks later an actual lawyer for JL offered to settle in full without any further fights (and now a higher number)

screech_78

DullGreyGuy said:

screech_78 said:

DullGreyGuy said:

screech_78 said:

I’d wait and see what they come back with. I would imagine this is being discussed with their legal team. I’d be surprised if you’re offered a replacement but you never know. 

I very much doubt anything is being discussed with the legal team, having issued on JL for my own issues with them none of their communications had an ounce of legal qualifications in their draftings and about 5 days after I issued proceeding their panel solicitors immediately reached out and offered full settlement. If the law firm was going to do that the legal team would avoid the issuing fee and statutory interest by paying up on the LBA. 

I didn’t say that the legal team would contact the OP, however there are advisors on hand for things like this to be discussed with and to check the legal position. If they settled with you, it’s because they thought there was less than 75% chance of them winning. 

Wasn't suggesting that you meant a lawyer was writing the comms but their advice had been sort and so should be reflected in the response. 

When I worked in customer service the advisors on hand for these things were people like me in the serious complaints team, no one there had any form of legal training nor did we have on call anyone in Legal. Only when court papers arrived did it then get passed to the Legal team. 

In Motor Claims it was different and we did have 2 barristers and 3 solicitors in the office we could refer to but even then it was by exception and those cases were typically £1m+ not the cost of a TV. 

The nonsense in the JL letters to me shouldn't have gone out from anyone, let alone the executive complaints team, and I would be shocked if a lawyer had been consulted and recommended such  repudiations especially when 2 weeks later an actual lawyer for JL offered to settle in full without any further fights (and now a higher number)

Our team do have the legal team on hand if we need them. And that wouldn't be for trivial things obviously but they’re there if you need to use them. It’s probable that nobody consulted anyone in your case. 

With this one though, it’s not something I’ve seen before and I think advice will be sought. I could of course, be completely wrong. 

Okell

screech_78 said:

... I could of course, be completely wrong. 

Well yesterday we heard (1) that Apple had provided a written report 'fessing up to using faulty components in a macbook and (2) that Sports Direct had apologised to a consumer.

Anything's possible at the moment it seems...

FactoryFaultOLED18

Hello all,

Todays update draws a line underneath the mess of what I've had to wade through this last week.

JL are issuing me a gift-card value of £1799, which is the sale price of the item when purchased Jan 2018. To get this done today, the JL CS rep was told by their manager/back office, to contact Panasonic again (they've "contacted" Panasonic several times to date) and to double-check the uplift authorisation as well as confirm that a third party authorized repair agent had been to my property. Both these points were confirmed with Panasonic. No idea what the latter check was supposed to achieve.

Of course, this is now also compounded by "unresponsive systems" on JLs side, so I'm waiting on the confirmation of the gift-card to come through on email.

All in all, I've spent close to 4 hours on calls to JL, most of that time being sat on hold. The most recent JL CS rep was the most apologetic of all that I've dealt with to date and I can't really blame those guys, as they sound like they're working in a completely inflexible and unsupported manner. Everything needs "another department".

So hopefully that's that. I'll get my gift-card sorted and then choose another set. Oh, they also want to collect the existing TV. I'd have thought they'd just instruct me to dispose of in the right way but no, they're going to foot the bill for a two-person removal, too.

Okell

So JL are issuing you a gift card for the full value of a TV bought 6 years and 4 months ago?

Amazing.

Well done.

(And well done JL)

FactoryFaultOLED18

Okell said:

So JL are issuing you a gift card for the full value of a TV bought 6 years and 4 months ago?

Amazing.

Well done.

(And well done JL)

Apparently but now I'm back onto their support line to get the gift-card sorted and it's like I've lost days of progress, asking me about the uplift, saying I need to go into a store....just a bunch of clowns.

Okell

As you were advised previously it might have made more sense to take up Panasonic's offer...

Keep your fingers crossed and hope no-one at JL asks "Why are we giving any sort of refund at all after more than 6 years?"

Rodders53

Panasonic 55MZ2000B is the top end / best OLED panel they do has the built-in Technics Atmos soundbar.  No JL stock though.  £1999.  That may be because 2024 MY fast approaches, or they may be getting more stock?.

The 55MZ1500B is a slightly worse screen technology* but still superior to your existing set's screen, naturally.  No soundbar. £1599 (from£1749) and a £100 e-gift card by redemption by joining the MyJL scheme if not already a member..  You could go up a size to the 65MZ1500B for £1999 and qualify for a £200 e-voucher.

NB Panasonic no longer support Freesat if that is at all important to you.  Just FTA satellite.  So do beware and do your due diligence and research when choosing what to get!

* Check out AVForums for the details of the differences.

I have the 2022MY 65LZ2000B and it's cracking pictures and sound, if weirdly lacking in Freesat and the Plex app capability (limited to 1080p).

FactoryFaultOLED18

And breathe. Another 90 mins onto JL but the TV collection arranged and the gift-card has arrived and already been used on a replacement TV from their site.

screech_78

I do enjoy that you’re calling them clowns when you’ve had a free television for the last 6 years. 

I’m amazed at the outcome and can see someone getting it in the neck. Good result for you OP, but the wrong call in my opinion.