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Unread 17 Jun 19, 05:04 PM  
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#9
Tink Tina
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TBH I would ring back and ask to speak with the store manager, this is too long to be without an answer. When we had an issue with our tv they gave us a loan tv same time they collected our faulty one, they couldnt fix ours so gave us a refund and we bought a replacement.

This is not good customer service for which they are renowned for.
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Unread 17 Jun 19, 10:38 PM  
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#10
scooby99
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Originally Posted by OutbackAddict View Post
No advice I can offer but have to say John Lewis customer service is usually excellent and also in this instance you wouldn't have needed an extended warranty as John lewis are fairly unusual is that they automatically give 24 months against almost all electrical items
The OP has a standard warranty, yes, JL offers 24 months warranty on large electrical appliances; however, their warranty at no extra cost on all TVs is 5 years.

Edited at 10:39 PM.
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Unread 17 Jun 19, 11:18 PM  
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#11
Leggibone
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My answer is usually to call back and speak to someone different, be polite and understanding but assertive and tell them youd like an update, and yourll wait on the phone. Id say the stores themselves cant usually help, as it will be a company they outsource to, but Definitely call customer services and get them to help in your corner - if they are involved they may be able to help get you a replacement for what gone wrong.
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Unread 18 Jun 19, 12:11 PM  
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#12
till
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thanks everyone, still no news so DH is going to ring again today, i would not be happy if they refunded us but less the 12 months we have had it that doesnt seem fair, thanks again
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Unread 18 Jun 19, 12:21 PM  
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#13
BerkshireBugsy
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Originally Posted by Mr Tom Morrow View Post
Snipped...

Hope you get a resolution.
Being a bit of a geek I will ask if the text in bold was an intentional pun
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Unread 18 Jun 19, 12:31 PM  
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#14
400ixl
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Originally Posted by scooby99 View Post
The OP has a standard warranty, yes, JL offers 24 months warranty on large electrical appliances; however, their warranty at no extra cost on all TVs is 5 years.
Under EU rule 1999/44/EC it has a 2 year warranty anyway which is what JL adhere too. Its just that some retailers make this process harder than others hiding behind the UK sale of goods act.
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Unread 18 Jun 19, 01:04 PM  
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#15
Pino_Spetzberg
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Originally Posted by till View Post
thanks everyone, still no news
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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Unread 18 Jun 19, 01:52 PM  
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#16
till
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Originally Posted by Pino_Spetzberg View Post
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.
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
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