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Unread 17 Jun 19, 03:02 PM  
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till
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advice needed over broken tv

hi, just asking to see if anyone can advice us on our broken tv, we bought a tv from john lewis 12 months ago and luckily we had a 5 years guarantee as 12 months and 2 days later it broke down, we rang john lewis to be told it had to sent away to be fixed, our tv was collected last monday 5 days after it broke, spoke to a lady today who informed us that our tv still hadnt reached the repair centre and they are not sure why its been delayed, i asked where it was to be told she didnt know and she will check again tomorrow, so we have been without a tv for over a week and a half we still have no tv and john lewis dont know where it is, does anyone have any advice on where we stand as we have no idea what to do next, thanks for reading
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Unread 17 Jun 19, 03:10 PM  
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OutbackAddict
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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
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Unread 17 Jun 19, 03:15 PM  
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Personally I wouldn't accept the " I'll check again tomorrow"...it's not as if you called out of hours...I'd call back and expect them to check straight away...a week and it's not even at the repair centre is pretty poor in the fist place let alone not knowing where it is
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Unread 17 Jun 19, 03:20 PM  
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stupet11
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I'd be asking for a replacement or loan until they find it / repair it and get it back to you.

I guess their T&C's don't say how long - I found them always to be a pain in the butt to deal with TBH, so I would badger them - being an employee owned company they should be looking after customers better than that...
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Unread 17 Jun 19, 04:09 PM  
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till
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Originally Posted by stupet11 View Post
I'd be asking for a replacement or loan until they find it / repair it and get it back to you.

I guess their T&C's don't say how long - I found them always to be a pain in the butt to deal with TBH, so I would badger them - being an employee owned company they should be looking after customers better than that...
thanks, we where promised a loan tv when we reported the fault, but when the man arrived to pick up our tv he had no loan tv , rang john lewis back to be told dont know why he told you that as we dont give loan tv's so he shouldnt have told you that, its been a nightmare from the day we rang to report the fault
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Unread 17 Jun 19, 04:27 PM  
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Our television took over a week for John Lewis to repair but the repair company who collected the television did tell me the approximate turnaround.
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Unread 17 Jun 19, 04:38 PM  
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Ring JL & ask to speak with the manager, they will want to know why, so tell them and say you have never had to complain but this is worth complaining about - you should get a pretty fast reaction to that - I did when something happened to my Tablet I had from them.
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Unread 17 Jun 19, 04:44 PM  
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I love John Lewis but I always buy TV's from Richer Sounds as their warranty is better.

However. I have Googled this issue and there are a few posts on there. It appears after 28 days they will refund the cost of the TV minus depreciation.
Not sure if that is right as Richer Sounds refund the purchase price in full.

Hope you get a resolution.
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