Faulty TV

nikon-user

Dear MSE. 

I bought a new Sony TV from a high street retailer (John Lewis) on November 29th 2024. It was delivered early December 2024. On April 9th 2025 I reported a fault (loss of sound) with their Tech Support. As it is inside 6m and under warranty they offered to repair. The TV cost me £1800.00.

On May 1st 2025 a (John Lewis subcontractor) technician arrived at my home, opened the TV back, snapped in a new motherboard which gave me sound back but told me he needed to take it away to reinstall the software. Having worked in micro-electronics and electronic hardware myself I was astounded that the engineer did not follow any ESD guidance, in fact he didn’t even know what it was. ESD is electro static dissipative btw - working on mats or with footwear that stop static build up and discharge which can damage sensitive micro components. My house is also not a dust free environment - another industry recommendation for working with micro components.

It is now May 29th 2025 and I still do not have my television back. I phoned John Lewis Tech just over a week ago saying I don’t want the TV back, I want a brand new replacement. They said no. They told me the timeframe for repair can be anywhere from 5 to 28 working days for a turnaround. I said I will seek legal advice.

The subcontractor (Craigavon) initially responded to my emails regarding the return of my TV but my last 2 emails to them have gone ignored, adding much to my frustration.

1. When are John Lewis obliged to offer me a replacement?
2. As it’s taking so long, what are my rights demanding a full refund?
3. What would my next advisable step be?

I somehow get the impression that Craigavon are stalling so that ownership of my TV exceeds 6 months.

Any help or advice will be massively appreciated.

Thank you.

Mark_d

I believe that you can claim a refund under the Consumer Rights Act 2015 as the repair is talking an unreasonably long time.  You bought a brand new item at the end of November.  Within 6 months it failed and so far the repair has taken almost two months (from 9 April)

flaneurs_lobster

 told me he needed to take it away to reinstall the software

Why? That sounds like utter tosh. What software is he going to have in a workshop that he wouldn't have on a laptop (or could get onto a laptop).

Has he broken something when fettling with the TV innards or the case and thought that the way to cover this up was to take it away?

DullGreyGuy

1) Never, the only thing you can ever ultimately demand is a refund, as its under 6 months old at the time of the fault it would be a full refund

2) Your not their only customer? They are waiting for parts that may not be in the country? The law states that they must deal with it within a reasonable timescale and without significant inconvenience but doesnt define what either of those are. Personally 28 days feels like at the far end of acceptable but we are talking about an entertainment device not something like a fridge or cooker where its absence is a much more material inconvenience

3) Go back to JL stating its now over the 28 days maximum timeframe you were given and explain to them how this is causing you "significant inconvenience" and therefore you require them to look at an alternative remedy. 

Ergates

nikon-user said:

I somehow get the impression that Craigavon are stalling so that ownership of my TV exceeds 6 months.

Unlikely, given that wouldn't happen - the "clock" stops when you report the fault.   A TV repair company would be well aware of that.

Ergates

flaneurs_lobster said:

 told me he needed to take it away to reinstall the software

Why? That sounds like utter tosh. What software is he going to have in a workshop that he wouldn't have on a laptop (or could get onto a laptop).

Has he broken something when fettling with the TV innards or the case and thought that the way to cover this up was to take it away?

Unless you have some inside knowledge/experience of fixing TVs then that is a bit of a baseless speculation.

Also, why would a repair engineer need to "cover up" that they'd broken something?