John Lewis warranty if not fixable and under a year old?

deviation

deviation

deviation

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UK
TLDR, I think my TV won't be fixable, it's a 2023 model I bought last October. They've had it 10 days now, and told me the screen is on back order from LG... - I've had other brand TV's fail in the past with a dead screen, that were the same age, and handled by the same local repair company (when I bought from Richer Sounds) and they said they couldn't get the parts/it wasn't economically viable to repair.

When I booked it in with John Lewis for collection, they mentioned that after 28 days (I think it was) if it cant be fixed, I'd simply get given a credit note for their website to the full value of the TV's original price...

Some questions for you:

1: I red something online (pinch of salt, I know) that said I could state the consumer rights act of 2015, to which I would be entitled to that credit as cash, i.e. refunded back onto my card/paypal, that I used to buy it? Is this true? Or can the shop dictate how I get my money back?
2: I don't think it's fair that I should have to pay £20 again for delivery, considering it was a faultly TV - in the past Richer Sounds have agreed and wavered the fee, surely John Lewis should do the same?
3: Am I in my rights after said 28 days to reject having it fixed?
4: Has anyone had a similar experience?

Thanks for any insight, I know where I stand with Richer Sounds, but this is my first time with John Lewis...
 
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Yaayuh! said:
What do the terms of the warranty say?
Click to expand...
It's pretty vague:
"After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015."
That's all it says on the website regarding my situation :(
The rest of it relates to returning it pre 30 days because you simply don't want it/aren't satisfied.

Legislation wise the CRA2015 says:
"23Right to repair or replacement

(1)This section applies if the consumer has the right to repair or replacement (see section 19(3) and (4)).

(2)If the consumer requires the trader to repair or replace the goods, the trader must—

(a)do so within a reasonable time and without significant inconvenience to the consumer, and

(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

(3)The consumer cannot require the trader to repair or replace the goods if that remedy (the repair or the replacement)—

(a)is impossible, or

(b)is disproportionate compared to the other of those remedies.

(4)Either of those remedies is disproportionate compared to the other if it imposes costs on the trader which, compared to those imposed by the other, are unreasonable, taking into account—

(a)the value which the goods would have if they conformed to the contract,

(b)the significance of the lack of conformity, and

(c)whether the other remedy could be effected without significant inconvenience to the consumer.

(5)Any question as to what is a reasonable time or significant inconvenience is to be determined taking account of—

(a)the nature of the goods, and

(b)the purpose for which the goods were acquired.

(6)A consumer who requires or agrees to the repair of goods cannot require the trader to replace them, or exercise the short-term right to reject, without giving the trader a reasonable time to repair them (unless giving the trader that time would cause significant inconvenience to the consumer).

(7)A consumer who requires or agrees to the replacement of goods cannot require the trader to repair them, or exercise the short-term right to reject, without giving the trader a reasonable time to replace them (unless giving the trader that time would cause significant inconvenience to the consumer).

(8)In this Chapter, “repair” in relation to goods that do not conform to a contract, means making them conform."
 
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Under the consumer rights act 2015 they don’t have to give you a full refund if they can’t repair/replace it.

They can reduce the refund in accordance with the expected useful life of the product and how long you have owned it.

You can ask for cash just bear in mind the above, it may not be a full refund as they don’t need to give you one.

Alternatively, they are will within their rights to send you the equivalent 2024 or 25 model from LG which ever they have in stock.
 
deviation said:
They replaced the screen and delivered it on Thursday, 18 days of faff, but got there in the end. The guy said to me "I'll see you next year, it will break again, They all do!" :cry: I know him on a first name basis now, 4 tv's in 8 months :rolleyes:
Click to expand...

You can argue under not fit for purpose law, most retailers and manufacturers know if you get say 3 repairs within say 1 year, its not normal and a customer should never need to endure that headache and hassle.

I know currys/pcworld has a similar rule, with 3 repairs in the past but they have tweaked it.

Sometimes you get a refund from LG or manufacturer also if its not fit for purpose or its taken 6 weeks (beyond the 12 months warranty), I got a full refund from LG after 6 weeks but they refunded it back to JL.
 
HighlandeR said:
You can argue under not fit for purpose law, most retailers and manufacturers know if you get say 3 repairs within say 1 year, its not normal and a customer should never need to endure that headache and hassle.

I know currys/pcworld has a similar rule, with 3 repairs in the past but they have tweaked it.

Sometimes you get a refund from LG or manufacturer also if its not fit for purpose or its taken 6 weeks (beyond the 12 months warranty), I got a full refund from LG after 6 weeks but they refunded it back to JL.
Click to expand...
3 Of them were with Richer Sounds, so I did argue that, and got a full refund when they tried to fob me off with store credit - I said, at this point you've ran out of alternatives and failed to provide what I've paid for 3 times now, so none of your products have been fit for purpose. They dragged that out for over a week, and after chasing the manager he eventually did it then and there on the phone, after blaming it on other departments.
So I thought I'd jump ship to John Lewis, which achieved nothing, as I've gone from a 6 year warranty to 5 :( it is what it is I guess.
 
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