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

eskbanker

Rodders53 said:

I have the 2022MY 65LZ2000B and it's cracking pictures and sound...

How much do you have to pay for one where the pictures and sound don't crack?

FactoryFaultOLED18

screech_78 said:

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. 

If you call being on the phone to JL for no less than 3.5 hours, today alone, not a consequence of their appalling CS structure and processes, than I don't know what else to say. Even moving between different people there, I was being told different things from one call to the next. The lack of consistency and cohesion across their service is pretty spectacular.

I don't blame the people, they were by and large doing what they could with an obviously exceptional situation. I blame the processes they they're being held to. Clearly there is provision for such an out of warranty resolution, as my situation shows. They just have to bumble about for several hours, talking to several departments and the manufacturer (several times) to figure it out.

Exodi

screech_78 said:

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. 

Only just read this thread.

I work as a sales director for a global manufacturer and we supply John Lewis under a commercial supplier agreement. That said, I'm absolutely lost for words at everything that transpired here.

I can only imagine the conversations between Panasonic and John Lewis. John Lewis acted as I would expect, it's Panasonic's comments and offer I'm suprised by.

Okell

FactoryFaultOLED18 said:

screech_78 said:

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. 

If you call being on the phone to JL for no less than 3.5 hours, today alone, ...

I think the point is that you've basically been given gratis £1800 that you aren't legally entitled to.

Even if you've spent 20 hours trying to sort this out you're still getting rewarded at a rate of £90 per hour, free of tax.

Or - as screech_78 has said - you've had a free tv for over 6 years.

I don't think you realise how fortunate you've been...

screech_78

FactoryFaultOLED18 said:

screech_78 said:

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. 

If you call being on the phone to JL for no less than 3.5 hours, today alone, not a consequence of their appalling CS structure and processes, than I don't know what else to say. Even moving between different people there, I was being told different things from one call to the next. The lack of consistency and cohesion across their service is pretty spectacular.

I don't blame the people, they were by and large doing what they could with an obviously exceptional situation. I blame the processes they they're being held to. Clearly there is provision for such an out of warranty resolution, as my situation shows. They just have to bumble about for several hours, talking to several departments and the manufacturer (several times) to figure it out.

I appreciate that but you called them a bunch of clowns. 

You’ve had a television for 6 years and legally, you’re not entitled to anything. For what it’s worth, I deal with complaints made at the very highest level and I have never come across a situation like this where a manufacturer will issue an uplift after such a long time. If I’ve not seen it, you can bet your backside that someone in a call centre answering the phone hasn’t seen it either. They won’t have had a clue what to do. I’m not sure that’s the systems or processes fault. They’ve provided you with something that is so far above what you’re entitled to, that I’m genuinely amazed. And someone is going to feel the heat for it at some point as it will never pass an audit. 

screech_78

Exodi said:

screech_78 said:

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. 

Only just read this thread.

I work as a sales director for a global manufacturer and we supply John Lewis under a commercial supplier agreement. That said, I'm absolutely lost for words at everything that transpired here.

I can only imagine the conversations between Panasonic and John Lewis. John Lewis acted as I would expect, it's Panasonic's comments and offer I'm suprised by.

Same. I’m baffled. 

FactoryFaultOLED18

screech_78 said:

FactoryFaultOLED18 said:

screech_78 said:

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. 

If you call being on the phone to JL for no less than 3.5 hours, today alone, not a consequence of their appalling CS structure and processes, than I don't know what else to say. Even moving between different people there, I was being told different things from one call to the next. The lack of consistency and cohesion across their service is pretty spectacular.

I don't blame the people, they were by and large doing what they could with an obviously exceptional situation. I blame the processes they they're being held to. Clearly there is provision for such an out of warranty resolution, as my situation shows. They just have to bumble about for several hours, talking to several departments and the manufacturer (several times) to figure it out.

I appreciate that but you called them a bunch of clowns. 

You’ve had a television for 6 years and legally, you’re not entitled to anything. For what it’s worth, I deal with complaints made at the very highest level and I have never come across a situation like this where a manufacturer will issue an uplift after such a long time. If I’ve not seen it, you can bet your backside that someone in a call centre answering the phone hasn’t seen it either. They won’t have had a clue what to do. I’m not sure that’s the systems or processes fault. They’ve provided you with something that is so far above what you’re entitled to, that I’m genuinely amazed. And someone is going to feel the heat for it at some point as it will never pass an audit. 

Well yes, because I can separate the manner in which I'm being dealt with, to the outcome. Its not the people that are clowns, but the way in which they're being forced to operate.

If someone at JL had looked at this case and said "Nothing we can do, you need to continue this with the manufacturer" then I'd have saved hours of being on hold, days of waiting for JL reps to get back to me, for emails to be sent. All of that. They, JL as a business, didn't do that though. Because of that, I still maintain that somewhere in the Panasonic and JL warranty relationship, my situation (factory defect) can be accounted for and dealt with. If this was as clear cut as "Out of 6 years, tough luck", why did both parties independently end up offering me the same outcome?

Somehow, this thread has turned into an air of me being the villain, rather than a consumer. That I've pulled the wool over everyone's eyes, to get something I'm not entitled to. Yet Panasonic and then JL both provided me with the same result, in effect an offer of a refund. So whatever I'm legally entitled to is really neither here nor there.

For this to have taken so long to resolve, I have no doubt that nobody at JL has made a mistake and will get some heat. No way was any one person I spoke to able to make a decision. Everything took time and checking with departments and checking with managers. This has had several pairs of eyes over it.

Anyway, I appreciate the advice that's come through over the last week as its helped me gauge my responses to both parties. Thanks.

FactoryFaultOLED18

Just as a poignant full-stop to this, I've just had two emails through from JL technical support. So after everything has already been resolved.

One email apologises for the problems with my Panasonic TV and asks I get in touch to speak to someone about it.

The other apologises for the problems with my Samsung TV...

born_again

FactoryFaultOLED18 said:

screech_78 said:

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. 

If you call being on the phone to JL for no less than 3.5 hours, today alone, not a consequence of their appalling CS structure and processes, than I don't know what else to say. Even moving between different people there, I was being told different things from one call to the next. The lack of consistency and cohesion across their service is pretty spectacular.

I don't blame the people, they were by and large doing what they could with an obviously exceptional situation. I blame the processes they they're being held to. Clearly there is provision for such an out of warranty resolution, as my situation shows. They just have to bumble about for several hours, talking to several departments and the manufacturer (several times) to figure it out.

That says to me that they do not have a process for anything like this, tend to lead to staff just best guessing. As like many after 6 years. This is a amazing result.

Wonder what will happen when TV goes back to manufacture & someone realises it age 🤷‍♀️

screech_78

There is no process for anything like this though. None and I don’t think any other retailer would have provided you with a speedier resolution. 

My feeling is that Panasonic messed up and have offered something they shouldn’t have done. 

I’m pleased you got a good outcome, I really am. And I have never once said or thought you were trying to pull the wool over anyone’s eyes. I don’t think there’s any need to call people clowns though.