[till]

Originally Posted by Pino_Spetzberg

John Lewis refunded our purchase in full.
JL took our Samsung TV to an 'authorised service centre' which had difficulty sourcing a component unique to that make and model.
It was the service company that gave us a loan TV (only 32" but appreciated) not JL.
The same service company carries out repairs for Richer Sounds.
JL replaced our original Samsung without any fuss when it went faulty for the same fault after a few months with the same model.
The Samsung guarantee was one year, the additional four years to be covered by JL.
Initially JL would not replace our replacement because it was over one year old, so we accepted it would be repaired.
JL refunded us when we complained because of the delay sourcing the parts, it was more than a month.

We couldn't really fault John Lewis and would definitely buy from them again.

After we found out the authorised service agent did repairs for Richer Sounds we bought our next TV from RS because it had a six year guarantee, rather than five years at JL. RS were also £30 cheaper. We didn't see any point going through the JL Price Match process, because RS were cheaper, a longer guarantee, and the same service agent would be looking after us.

We didn't want another Samsung. The repairman told us Panasonic were the best for spares. Although he also told us inside their TV was mostly LG.

I'm guessing that's why JL couldn't tell you where your TV is, and you had mixed messages asking about a loan set. Your TV is probably with a separate company.

Good luck resolving this. I'm sure John Lewis will look after you.

Try Facebook.

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thank you for posting, we just want to know whats happening its so frustrating them telling us we dont know whats going on, hopefully we get the same great service you had eventually lol, lesson learnt we will never buy toshiba again