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

[deviation]

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...

 

[Yaayuh!]

What do the terms of the warranty say?

 

[deviation]

What do the terms of the warranty say?

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."

 

[Skynet5]

Any news?

 

[b0rn2sk8]

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]

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!" I know him on a first name basis now, 4 tv's in 8 months

 

[HighlandeR]

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!" I know him on a first name basis now, 4 tv's in 8 months

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.

 

[deviation]

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.

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.

 

[dave28]

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.

What on earth for, Richer Sounds price match John Lewis plus an extra little off, plus an extra year warranty

 

[deviation]

What on earth for, Richer Sounds price match John Lewis plus an extra little off, plus an extra year warranty

For the exact reasons that I said? They'd run out of options for TV's for me to buy? So I had no choice but to look elsewhere and buy from someone else with a product that was suitable?

 

[Thekwango]

Sounds like your gaff is the place where TVs go to die Think I’ve only ever had 1 tv fail and that was well outside of warranty (sammy 3D tv - broke my heart binning it as I was a huge fan of watching 3D movies on it)

 

[deviation]

Sounds like your gaff is the place where TVs go to did Think I’ve only ever had 1 tv fail and that was well outside of warranty (sammy 3D tv - broke my heart binning it as I was a huge fan of watching 3D movies on it)

It is mate! I am the Reaper! If you ever want to claim a new one when your warranty is about to run out, just bring it round a curse will be set upon it like something out of The Grudge
Haha, you've got better luck than me then

 

[Curlyriff]

For the exact reasons that I said? They'd run out of options for TV's for me to buy? So I had no choice but to look elsewhere and buy from someone else with a product that was suitable?

What do you mean you ran out of options for TVs to buy. Is it not the same TV model from JL? Or a different model completely? Were all the other 3 the same TV model that broke? Not sure hat has anything to do with RS tbh so not sure what you expected to achieve going somewhere else?

I haven't personally had a TV break on me, I had two monitors come from Amazon with dead pixels which I got switched out till one that didn't but even the old Panasonic Plasma lasted me a decade before it was just obsolete.

 

[the shadow]

Costco is the spot.

 

[Firegod]

Sounds like your gaff is the place where TVs go to die Think I’ve only ever had 1 tv fail and that was well outside of warranty (sammy 3D tv - broke my heart binning it as I was a huge fan of watching 3D movies on it)

I thought the same hah. 4 TVs in 8 months. @deviation I think you have ghosts in your house. Or...

 

[Thekwango]

when @deviation asks if you wanna come round for a lan party....then you realise you gotta bring your own monitor and plug into his house of death

edit: sorry man, couldn't resist

 

[deviation]

What do you mean you ran out of options for TVs to buy. Is it not the same TV model from JL? Or a different model completely? Were all the other 3 the same TV model that broke? Not sure hat has anything to do with RS tbh so not sure what you expected to achieve going somewhere else?

I haven't personally had a TV break on me, I had two monitors come from Amazon with dead pixels which I got switched out till one that didn't but even the old Panasonic Plasma lasted me a decade before it was just obsolete.

I bought a TV, that was the last one of it's kind in stock, it was nearly 2 grand. In under 2 weeks, that TV developed multiple dead pixels and the software started playing up - a firmware update did not fix it, but ironically locked me out of a previous menu entirely and was removed.
They had no more in stock, so I had to choose an alternative, which developed dead pixels again, so that went back - it was slightly cheaper but a brand I have had bad experiences with before, so I decided against a replacement.
Then I chose a third TV, this also failed... At this point, I'd already spent way more than I'd intended originally, and nothing in any of the 3 TV's price ranges, suited my requirements - they were all 120Hz high feature set 'gaming' TV's, with the ALLM, VRR, Freesync Premium Pro, and a sub built in, and reasonable HDR.

At this point, I now had received my full money back, because this was 3 in a row 1 after the other in quick succession; because I wanted a proper length warranty, the only other company I was whiling to try and trust, was John Lewis; because I've heard nothing but good things about their customer service, thus I bought the now 4th TV from them, going for an LG again despite having had 3 fail before, as people always rave that they are one of the best, and this seemed good bang per buck, it then developed dead pixels when I posted this thread, having had the TV since October last year.

So I have tried to not be biased and 'give the brand the benefit of the doubt' but regardless of having multiple brands TV's, multiple times, they still fail; after speaking to the engineer, that I now know on a first name basis (having collected 4 of them now), I strongly believe what he said about them all failing, and continuing to, year after year.
Unless I buy a very expensive 65" OLED, I doubt I will have a modern 4K TV last as long as those bombproof 1080P TV's did in the past that I have had many of, and other people have had the same experience with those 1080P LCD TV's, so it's not a placebo. I don't think these are built to last more than a year or 2, hence they come with 1 year warranty and RS/JL extend it.

 

[deviation]

I thought the same hah. 4 TVs in 8 months. @deviation I think you have ghosts in your house. Or...

Let's be honest, we know who did it. IFKYK:

 

[deviation]

when @deviation asks if you wanna come round for a lan party....then you realise you gotta bring your own monitor and plug into his house of death

edit: sorry man, couldn't resist

Mate, your monitor would be the least of your problems if you brought it round My house will make sure that your 12VHPWR connectors set on fire and if you dare bring round a PSU that's out of warranty that "I've had it years it's been rock solid m9" it will go BANG!

 

[Firegod]

I bought a TV, that was the last one of it's kind in stock, it was nearly 2 grand. In under 2 weeks, that TV developed multiple dead pixels and the software started playing up - a firmware update did not fix it, but ironically locked me out of a previous menu entirely and was removed.
They had no more in stock, so I had to choose an alternative, which developed dead pixels again, so that went back - it was slightly cheaper but a brand I have had bad experiences with before, so I decided against a replacement.
Then I chose a third TV, this also failed... At this point, I'd already spent way more than I'd intended originally, and nothing in any of the 3 TV's price ranges, suited my requirements - they were all 120Hz high feature set 'gaming' TV's, with the ALLM, VRR, Freesync Premium Pro, and a sub built in, and reasonable HDR.

At this point, I now had received my full money back, because this was 3 in a row 1 after the other in quick succession; because I wanted a proper length warranty, the only other company I was whiling to try and trust, was John Lewis; because I've heard nothing but good things about their customer service, thus I bought the now 4th TV from them, going for an LG again despite having had 2 fail before, as people always rave that they are one of the best, and this seemed good bang per buck, it then developed dead pixels when I posted this thread, having had the TV since October last year.

So I have tried to not be biased and 'give the brand the benefit of the doubt' but regardless of having multiple brands TV's, multiple times, they still fail; after speaking to the engineer, that I now know on a first name basis (having collected 4 of them now), I strongly believe what he said about them all failing, and continuing to, year after year.
Unless I buy a very expensive 65" OLED, I doubt I will have a modern 4K TV last as long as those bombproof 1080P TV's did in the past that I have had many of, and other people have had the same experience with those 1080P LCD TV's, so it's not a placebo. I don't think these are built to last more than a year or 2, hence they come with 1 year warranty and RS/JL extend it.

That's mad. I must say, my C3 OLED has been fine (touch wood) for 2 years and 3 months now.