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Do I claim under guarantee for this fault with our TV? Moral dilemma

(24 Posts)
chicaguapa Sun 21-Dec-14 12:50:38

We have an LCD TV which we bought from John Lewis about 4.5 years ago. Some time ago (in years not months) we noticed a white band of light all around the screen but didn't really pay it much attention as it was only visible when the screen was black at the edges. A few weeks ago a friend pointed it out and said it was a fault with the TV. We'd been toying with the ideal of getting a bigger screen anyway, so we decided to upgrade to a new one.

Looking for new TVs I realised that the faulty one is still covered under the JL 5-year guarantee. I can't decide whether to claim on it as we've had the TV so long already and we're going to buy a new one anyway. I'm torn over the ethical side of this as I love JL and don't want to take advantage of their good guarantee, which I feel should cover the TV for when it's unwatchable, not because we've found out the white strip is a fault after all.

Also JL will want to take the TV away for repair first (which is unrepairable) and then we'll have to negotiate using the replacement value towards a different TV rather than a straightforward replacement. So it won't be a simple as going in and choosing a new TV. I guess it also depends whether JL will have to fork out for the replacement or if they'll reclaim some of this from the manufacturer.

Am I overthinking this?

Letthemtalk Sun 21-Dec-14 12:52:07

You're over thinking it.

tobysmum77 Sun 21-Dec-14 12:52:24

Of course you are overthinking it. However after that time they will repair it or offer an equivalent so if you want a bigger one it won't help anyway.

Trills Sun 21-Dec-14 12:57:42

You have a 5 year warranty.

It has been under 5 years, and the TV has gone wrong.

Where's the moral dilemma here?

Tobyjugg Sun 21-Dec-14 12:59:22

The TV should work perfectly for 5 years. It doesn't. What's the issue? Claim.

Imnotaslimjim Sun 21-Dec-14 13:00:15

I don't understand the problem tbh. Its still under warranty, get it sorted out! If it can be fixed, sell it on to part fund the new one

TeWiSavesTheDay Sun 21-Dec-14 13:01:05

I can't see any moral issue here.

If you don't want to because it would take too much time and can afford to just get a new one then that's up to you!

chicaguapa Sun 21-Dec-14 13:02:06

I think I feel that I'm taking advantage as it's probably been faulty since we bought it but we're only claiming now. So will get a brand new TV now instead of having a 4.5 year old TV which we'd have had if we'd claimed then.

I'm hoping JL will let us put the value of the replacement towards a new TV instead.

If it was Currys I wouldn't hesitate tbh. It's only because it's JL. blush

Tobyjugg Sun 21-Dec-14 13:02:25

I'm torn over the ethical side of this

There is no ethical side. It's a straightforward commercial transaction. The cost of replacing/repairing a given number of TVs over the course of 5 years will have been factored in by JL/the manufacturers when setting the selling price.

Tobyjugg Sun 21-Dec-14 13:04:53

Sorry hit post too soon.

Plus you'll be buying a new set from them and while part of the cost will come from the old set, will be bringing some new money into the business.

caroldecker Sun 21-Dec-14 13:13:34

And the manufacturer or JL insurance will pay, i would have thought.

greenfolder Sun 21-Dec-14 13:15:12

it will be replaced. JL get a huge amount of business from their 5 year warantee- that is prob exactly why you bought it from them.

simply ring them, report the fault- you have just noticed it. ask if you can sort it the other side of christmas. if they fix it (unlikely) you are no worse off and can no doubt find a good cause to give the fixed tv to (refuge shelter? sally army, someone!)

chicaguapa Sun 21-Dec-14 13:15:41

OK. That's a universal verdict then. grin

Thanks. Will brave Panic Sunday traffic and go to JL with a photo of the screen showing the fault.

braininabox Sun 21-Dec-14 13:16:07

Overthinking. Part of the jl premium is the guarantee... You have already paid for your new telly not them!

MistAndAWeepingRain Sun 21-Dec-14 13:17:09

What's the dilemma?

You have a five year guarantee and it's not working properly and hasn't for some time.

Stop being silly and put in a claim.

greenfolder Sun 21-Dec-14 14:54:00

you are driving there today? why for the love of god? phone them!

chicaguapa Sun 21-Dec-14 17:14:51

It wasn't too busy, surprisingly.

We took it in and a photo of the problem. JL have kept the TV to see if it can be repaired and given us one on loan to use in the meantime. They said we can put the cost of a replacement (if they don't repair) towards an upgrade if we want to and even gave us a bigger one to try it for size.

Wonderful service.

PrincessOfThemyscira Sun 21-Dec-14 17:17:26

Bloody love JL!

MooMaid Sun 21-Dec-14 17:26:09

Gotta love JL!

Topseyt Sun 21-Dec-14 17:26:44

Glad you got it sorted.

Never be embarrassed to use a service you have paid for, such as the 5 year guarantee. You aren't defrauding JL, and they are a big retailer anyway. They can more than look after themselves. wink

Sprink Sun 21-Dec-14 17:33:41

Did I read that right? Your ethics only kick in when dealing with John Lewis, but not Curry's? Erm...

TheFairyCaravan Sun 21-Dec-14 17:35:26

I took my old iPad back to JL under their 2yr warranty when it was 21 months old because it was faulty. They said if it couldn't be fixed, I'd get a new one.

Lo and behold 2 weeks later I got a call saying it couldn't be fixed and my "new" one was waiting. When I went to pick it up, it wasn't new at all, it was refurbished, and would only be warranted until 2 years from the purchase date of the original iPad.

It was only because I kicked off wasn't very happy, and argued that that wasn't what I had been told originally and got the manager down, that I got a completely new one with a new guarentee.

chicaguapa Sun 21-Dec-14 18:22:47

I wouldn't expect a replacement TV to come with a 5 year guarantee tbh. Then we've have got 10 years of guarantee from the purchase of one TV, which is excessive. Though it will be tricky if we've paid for some of the new one.

Yes, the ethics only kick in with JL. Not Currys because they don't treat their customers with the same respect.

londonrach Sun 21-Dec-14 18:26:45

Take it back to jl. My camera failed two weeks before end of warranty. Jl took it in and i got it back mending and working perfectly after the warranty had run out. Four years later its still working!

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