Faulty TV and John Lewis

holymonk · 14 Feb 2017 at 14:41

I purchased a £1600 Sony TV from John Lewis for peace of mind that their customer service is good late October last year. Last week it blew up. I phoned JL and they organised a contractor to come and look at it. He spent literally 10 seconds on it and said its a known fault would need a new 'module PCB' and PSU. No spare TV left with me, so I called JL and after much arguing because she refused to replace it stating that their policy was to repair the item in the first instance (I told her that I had looked online and seen similar issues with this TV) and I wanted to exchange it. She wouldnt budge even after I quoted the sale of goods act. I said I wanted to make a complaint and she will reply to my email. I asked for a replacement TV because its probably going to be 2 weeks plus last week until its repaired. Her response was she would try but usually JL only do this for the elderly or infirm!

Is there anything else I can do about this?

Avenged7Fold · 14 Feb 2017 at 14:44

What part of the sales of goods act did you quote?

As long as JL offer to repair the TV in a reasonable amount of time, they are not in the wrong.

hughtrimble · 14 Feb 2017 at 14:45

I suggest reading up on your consumer rights, as SOGA was replaced a while ago. It won't help bringing up bits of leglisation that aren't current.

I can't say I'd expect them to provide a replacement in the meantime. I realise some companies do this for commercial set-ups, and also some let normal consumers 'pay' for the privilege by putting a hold on the value of the replacement item on your card/account. But I wouldn't think that was a thing for consumer TVs.

MikeTheNative · 14 Feb 2017 at 14:45

As above sales of goods act allows them an attempt at repairing the product unless it's under 3 or 6 months old, can't remember exactly.

rG-tom · 14 Feb 2017 at 14:48

No, not really. Consumer rights act (which supersedes the SoGA) stipulates that the retailer can repair OR replace, and you cannot compel them to undertake one remedy if it is disproportionate in cost to the other, but must be done in a reasonable time without significant inconvenience to the consumer.

http://www.legislation.gov.uk/ukpga/2015/15/section/23/enacted

Unfortunately I think it'd be extremely difficult to argue that not having a TV for 2-3 weeks is a "significant inconvenience".

Avenged7Fold · 14 Feb 2017 at 14:49

If you are outside the 30-day right to reject, you have to give the retailer one opportunity to repair or replace any goods or digital content which are of unsatisfactory quality, unfit for purpose or not as described.

You can choose whether you want the goods to be repaired or replaced.

But the retailer can refuse if they can show that your choice is disproportionately expensive compared to the alternative.

If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.

You want a replacement TV which is most definitely disproportionately more expensive than a PCB and a PSU.

TBH i think this is how it should be as it is silly how quick we are to replace and waste rather than repair these days. If it messes up again, then you needn't settle for a repair and if it doesn't, then happy days. You might be able to kick a fuss up with Sony directly since it is an issue with their product line and they may allow a swap for a different model but they may just say 'retailers problem when its under a year'

Kuros · 14 Feb 2017 at 14:53

Did they say it's going to be 2-3 weeks until it's repaired or is that just a guess on how long it would take...

I'd personally ring up and find the exact details of when it's being repaired before trying to kick up a fuss.

holymonk · 14 Feb 2017 at 14:53

Okay thanks guys, looks like they are acting in accordance with legislation from the responses here. I am more miffed about them not bringing me a replacement TV in the interim as its something I know Richersounds do and also replaced my receiver when it blew up. I guess that why they are still on the highstreet.

holymonk · 14 Feb 2017 at 14:57

Ill do this once I have received confirmation on whether they are going to send me something to watch in the interim.

rG-tom · 14 Feb 2017 at 15:00

MikeTheNative said:
As above sales of goods act allows them an attempt at repairing the product unless it's under 3 or 6 months old, can't remember exactly.

No such stipulation, only that if over 6 months old the consumer has to prove the defect was there from day 1, under 6 months it's presumed it was.

rG-tom · 14 Feb 2017 at 15:03

They won't and don't need to provide a loan TV. Richer Sounds do this above and beyond the law.

Werewolf · 14 Feb 2017 at 15:05

rG-tom said:
They won't and don't need to provide a loan TV. Richer Sounds do this above and beyond the law.

Going back a couple of years from memory it was their policy to do loan sets if the TV was over a certain size or the main TV.

Buffman · 14 Feb 2017 at 15:07

I had a fault on my tesco TV and it developed a fault after a couple weeks. Similarly they spent a while to replace it without a replacement TV (I wasn't bothered at the time).

Not sure if that offers any extra insight!

Slam62 · 14 Feb 2017 at 15:23

I once had a problem with a TV, it disappeared to the service place for a week, I took legal advice and if it is your main TV it is considered an inconvenience not to have it for more than a week.
Sent a letter recorded delivery and soon got my telly back.

Avenged7Fold · 14 Feb 2017 at 15:33

Do you believe your letter mad them send it back in haste or that it was within the standard turnaround time for the company?

Drukk · 15 Feb 2017 at 00:47

When my TV broke John Lewis sent a repair guy out who said the TV was a write off, he left me a loaner TV which I had for a few weeks until I had sorted out a replacement so I'm not sure where this "won't and don't" supply a loaner TV is coming from, in some cases they clearly do.

Psycho Sonny · 15 Feb 2017 at 11:03

Drukk said:
When my TV broke John Lewis sent a repair guy out who said the TV was a write off, he left me a loaner TV which I had for a few weeks until I had sorted out a replacement so I'm not sure where this "won't and don't" supply a loaner TV is coming from, in some cases they clearly do.

Your tv was unrepairable so they sorted you out whilst you arranged a replacement. Howerver OP's tv is repairable and possibly a quicker process or they didn't have a loaner tv to hand.

OP is getting their tv repaired for free. I don't see what the issue is. I would like to see how good currys would have handled this tbh.

xb8browney · 15 Feb 2017 at 11:08

I think JL are correct here, Why shouldn't they try and repair?

andicole0 · 15 Feb 2017 at 11:09

If only OCUK sold TV's.
Andi.

SC0TTRS · 15 Feb 2017 at 11:15

holymonk said:
as its something I know Richersounds do and also replaced my receiver when it blew up. I guess that why they are still on the highstreet.

Curious..knowing RS price match and offer excellent customers service and that you've used them previously how come you didn't this time around?