Faulty TV From John Lewis

House13

• What did you buy? TV
• When did you buy it? 16 June 2024
• Where from? (internet or in store - it DOES make a difference) John Lewis- In-store
• How did you pay? (cash/cheque/debit card/credit card etc) Debit card
• What went wrong? Ocassional (once an hour slightly blurring screen)
• What are the vendors telling you? Currently being repaired
• What solution or remedy are you looking for? (Companies may Repair / Refund / Replace) Replacement
  
  Hi my TV seemed to have a very slight intermiottment picture quality issue about once an hour. Initially I put this down to streaming quality but it occurs on different platforms (sky, PS4, Netflix etc).
  
  Reported to John Lewis 7th Dec (within 6 months of purchase). 3rd party engineer came round, ran diagnostics and ordered replacement motherboard. Returned on 2nd Jan 2025 and replaced the motherboard but also broke the rear TV shroud which he said he would be in touch to replace. TV image still had the same issue so rang John Lewis.
  
  They no longer use that 3rd party repairer and the damaged shroud was not reported to them. They sent a new 3rd party company on 15th Jan who took the TV away. They didn't sound optimistic if repairing the image fault if it was intermittent. I had tried to film it on my phone but the quality is not good enough to film the issue.
  
  I have rang John Lewis today to chase the status and they have said that the 3rd party have ordered the parts and they are expected in this week.
  
  What are my rights if the TV still has the intermitment problem when returned. Issue was initially reported within 6 months of purcvhase.

Thanks

TELLIT01

The rules may differ, but I had a problem with my TV from JL in their 5 year warranty period, not the manufacturer guarantee period.  The TV was taken away and repaired but the same fault developed again about 6 months later.  I contacted them about replacement or partial refund and they said they could attempt repair up to 3 times under their extended warranty T&C.

House13

John Lewis have now attempted 3 repairs. They have now said that they can attempt another repair or i should contact the manufacturer direct for them to look at the issue. Is this correct?

Okell

On what basis did you approach JL in the first place?

Were you exercising your statutory rights under the Consumer Rights Act 2015, or were you using JL's warranty/guarantee?

screech_78

It’ll have been repaired under warranty. The terms of the warranty are that they’ll repair until they can’t do so - either it’s impossible or becomes uneconomical. If that’s the case, you’ll get a replacement and a new warranty. 

Of course, if you want to exercise your consumer rights, you can tell them that as the repair has failed, you’re now rejecting it for a refund. 

You shouldn’t have to contact the manufacturer - they’re telling you this as the first year of the warranty is with the manufacturer.