Faulty TV and John Lewis

holymonk

holymonk

holymonk

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12 Oct 2011
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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?
 
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.
 
Vertigo1 said:
You're right, it's a known fault with early sets. Sony have now revised the board which is at fault.

The engineer who came to fix mine knew exactly what was wrong and had the part with him. I actually pursued the issue through both Sony and John Lewis and they both ended up booking the same third-party repair company who were well aware of the issue. I'm surprised the engineer you got wasn't aware of the problem and didn't come prepared to replace the part.

Whilst JL have fulfilled their legal obligations, I'd be asking them why it was necessary to take the set away and why the engineer they used wasn't aware of this very common fault.
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Okay at least it shouldn't happen again then. I love the TV..
 
To update on this.

I am still awaiting a resolution on this. The latest from the independent engineer is that Sony have only sent them one of the replacement parts. After many phonecalls to Sony UK (call based centre abroad who were utterly clueless and asked JL to call them), I have now been told the second part of the replacement for the TV has an ETA of next Thursday which means that it will be another two weekends before the engineer can come and replace. No reason was given why the part wasnt originally sent out (probably because they are all failing and they dont have enough).

I managed to speak to a JL complaints manager who, whilst sympathic said that they had until the 22 March (28 working days) which is effectively 5+ weeks to sort the issue.....before they would offer alternative resolution. At this point I was livid and I told him whats stopping me from buying another TV using it and returning it to JL in two weeks. He said nothing and that I could do that if I wanted. At the end of the call I asked him again to confirm this and that the call was recorded which he said it was.

So I went down to my local JL store and spoke with the manager, explained the situation and told him I wanted to purchase the most expensive TV that JL sold with a view to return it in two weeks, he smiled, I gave him my details and off he went to check the details.

He came back and told me that I couldnt do that as per the Terms and Conditions, despite me explaining the conversation I had with a JL complaints manager.

Anyway in the meantime the store have loaned me another small TV, and I have made a further complaint to the complaints team about the complaints manager...They told me that they would listen to the call and that I should have been offered a loan TV from the onset. When JL ask me for the loan TV back ill tell them 56 days in accordance with my terms and conditions :)
 
Vertigo1 said:
Mine's failed again. Six days it lasted!
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If I were you then I would demand a refund because they have gone down in price. Here is one of the first responses I had from them. You are nearly at #3.


"After this six month period, the parts and labour warranty will continue for the full five-year term. Repairs are reviewed on a case by case basis with regard to economic cost of the repair and overall customer experience. Realistically this means that John Lewis would offer an alternate resolution if there have been three confirmed technical faults requiring replacement of hardware over the five year period that the parts and labour warranty runs."
 
Psycho Sonny said:
I think you were in the wrong to demand a new TV when they are going to repair the TV that you bought.

You buy a TV it stops working. They offered to fix it as it's a known fault and the board is replaced which was at fault.

I don't see what there is to complain about here other than you were being difficult and wanted a new TV out of it.

Had they said the tv was unrepairable and it was a manufacturing fault then I'm sure they would have offered you a tv of similar or better spec or money off a new one if oyu didn't want any of th eones they were offering that matched the spec.
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It's not that I want anything other than a quick turn around. Normally JL say that it takes a week from fault to repair, its been nearly 3 now.
 
Update today. Having been promised a review of the way in which my case has been handled I received an email from John Lewis. It was from another customer services agent who basically referred to our conversation today (we didnt have one) informed me of the process to request copies of call logs). I replied asking him what about what conversation. He then called me left a message, I called back spoke with another agent, who told me that Sony had asked that I contact them for a possible 'uplift' or exchange. Called Sony, they who were clueless and requested that I call john lewis as any uplift number would be disclosed to them. Called back JL stated this, JL called sony, called me back stated that the reason Sony wanted to speak to me was to advise that the ETA on the part was next Thursday......something that I already knew yesterday. Lost my **** at that point because ive been missinformed several times, been given promises of a review of my complaint by one person, its like there is no-one who is willing to listen to my concerns and respond accordingly. I asked how I escalated all of this to a dedicated complaints handler, he said he would escalate and someone would call me back within 48 hours.....round and round in circles... BTW this is a UK call centre. To top this off I am getting to know peoples names now... Early on I asked to escalate to a complaints manager and was passed over to someone who introduced himself as a complaints manager to then find out today that he wasnt a manager... I guess this is a common tactic used.
 
To summarise whats happened now: 2 page complaint by me, call from another 'technical support manager' telling me he will read and come back to me. Response by email that doesn't address half of my concerns raised. Tells me in letter that ETA on fix is 10 March 2017.... I also spoke with the manager who told me that they would fully utilise their 28 day repair time even if they missed the 10th date. Coincidentally before this happened I had emailed the Section store manager who called me this afternoon told me that he had looked at the complaint felt I was being misled by the complaints call centre. Told me he had called Sony and it would be another 3 weeks until they would have the part ready offered me a full refund or exchange. WTF. Needless to say I am please but at the same time shocked.
 
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