John Lewis - installation/set up services for electricals

Moose1960

I've used JL for my electrical appliances for decades. I've also used my JL account to order for my elderly parents who are in their eighties and are neither internet nor technology savvy.

Today I've attempted to order a new TV for the parents, to replace the model that I purchased from JL for them twelve years ago. It's a like-for-like replacement, a 32" Panasonic - small by today's standards but that's what they want.

The previous purchase came with the option to add - at a cost - set up, connection and installation. I paid for that since, as mentioned, elderly customers, not tech savvy etc. I also paid extra for them to take away/recycle the old kit. All went very smoothly.

The JL website suggests that the recycle old and set up new service still exists but it did not appear as an option when I reached the online order stage so I phoned their customer services.

I was dismayed, albeit not altogether surprised, to find that JL's customer services line has been outsourced overseas but that's by the by. My beef here:

The customer services chap said that they don't offer set up/installation for 32" TVs. I responded that the screen size is irrelevant, the technology is much the same whether 32", 55" or 80" and an elderly customer would welcome the set up service (and pay for it) whatever the screen size.

When the customer services chap responded with "No, I can assure you sir that you're wrong..." I hung up in frustration before he could finish. 

A couple of questions, then, for the MSE faithful:

1. The purchase of major electrical items is hardly a weekly event so I am clearly out of touch here. When did John Lewis lose their premium status and become as useless as everyone else?

2. Do any of you know of a current mainstream supplier that will offer installation services?

Mum161111

It's a few years ago now but worth checking Richer Sounds.  They delivered and set up my (then) new smart TV.  They did a brilliant job and, at that time, I would definitely not have been able to set it up.

I'm not sure if they would take the old TV away but, again, worth asking.  My experience is that Richer Sounds Customer Service is really good.

DullGreyGuy

Moose1960 said:

I've used JL for my electrical appliances for decades. I've also used my JL account to order for my elderly parents who are in their eighties and are neither internet nor technology savvy.

Today I've attempted to order a new TV for the parents, to replace the model that I purchased from JL for them twelve years ago. It's a like-for-like replacement, a 32" Panasonic - small by today's standards but that's what they want.

The previous purchase came with the option to add - at a cost - set up, connection and installation. I paid for that since, as mentioned, elderly customers, not tech savvy etc. I also paid extra for them to take away/recycle the old kit. All went very smoothly.

The JL website suggests that the recycle old and set up new service still exists but it did not appear as an option when I reached the online order stage so I phoned their customer services.

I was dismayed, albeit not altogether surprised, to find that JL's customer services line has been outsourced overseas but that's by the by. My beef here:

The customer services chap said that they don't offer set up/installation for 32" TVs. I responded that the screen size is irrelevant, the technology is much the same whether 32", 55" or 80" and an elderly customer would welcome the set up service (and pay for it) whatever the screen size.

When the customer services chap responded with "No, I can assure you sir that you're wrong..." I hung up in frustration before he could finish. 

A couple of questions, then, for the MSE faithful:

1. The purchase of major electrical items is hardly a weekly event so I am clearly out of touch here. When did John Lewis lose their premium status and become as useless as everyone else?

2. Do any of you know of a current mainstream supplier that will offer installation services?

1) Decades ago as far as I am concerned

2) Most are the same, they'll offer it on big TVs but won't on little. Marks Electrical however seem to offer install for smaller TVs, outside of that speak to retailers who are local to them who may be willing to do stuff thats not on their website, Richer Sounds have always been helpful on non-standard requests. 

RedLipstick

Check AO website, they offer a full set up with removal and recycling. Have used them in the past and they are really good, they even picked up and recycled much smaller appliances like old hover etc. Not sure they will have exact tv you're after but worth checking.

DullGreyGuy

RedLipstick said:

Check AO website, they offer a full set up with removal and recycling. Have used them in the past and they are really good, they even picked up and recycled much smaller appliances like old hover etc. Not sure they will have exact tv you're after but worth checking.

AO only offer for larger TVs too

PHK

Modern TVs are basically plug in and switch on then everything is automatic. So installation is needed only where the size might be an issue. 

Consequently few retailers seem to offer installation on smaller sets. 

Taking a pragmatic approach, could you not plug it in for them next time you visit?

Silvertabby

Do you have a Euronics store nearby?  They are franchises, and so may only be as good as the people running them, but ours certainly set up an elderly neighbour's new 32" TV and explained to her how to operate it.  At least 3 times ...

screech_78

They don’t offer it on TV’s 32 inches and under because these aren’t delivered by their own van fleet. They’re delivered by a courier such as DPD or DHL.