To think I'm not being entitled with TV guarantee?

[Lurapuppypants]

Three years ago DH and I splashed out on (for us) a very expensive TV at £1800 (including fitting). It was one which has the "art mode" so when it's on standby, it looks like a picture in a frame. We decorated our living room to incorporate the "art".

We bought it from John Lewis, mostly because it came with a 5 year guarantee.

We have had the TV now for 3 years, and it has developed a fault. John Lewis sent engineers round, but the part to fix it is no longer available. They accept completely that the TV's fault is nothing to do with us and shouldn't have happened.

John Lewis have offered us £1200 to spend on a new TV. The equivalent model to the one we currently have (same size, same brand, just a 2021 version as the 2019 we bought is no longer available) is now £1400 - so a lot less than we originally paid, but they won't cover this.

Their guarantee is supposed to cover an "equivalent" - I'm not demanding the £1800 we originally paid, of course - we've had the TV for 3 years - but I would expect them to replace like with like. Their reasoning is that with a new TV we would get another 5 year guarantee - but as this doesn't actually seem to cover what we need it to, it's hardly a selling point!

We literally just want the same TV we already have - we have offered to have a refurbed TV (they don't do them), to wait for a repair (not possible), or to have the same model that they currently sell (this is where they won't offer enough money towards it).

AIBU to expect the guarantee to actually cover like-for-like?

The cheapest I've found that TV (55") is £729 here but tbh, I'd pay the extra £20 to get it from Amazon for £749 here and pay the £78 for 3 year warranty.

Have you thought about mentioning small claims court?

Following that link (click on the bold "Protect Plus"), you arrive here:

www.johnlewis.com/our-services/protect-plus

Here are the full T&Cs:

johnlewis.scene7.com/is/content/JohnLewis/Protect-Plus-Accidental-Damage-Terms-Conditionspdf

Domestic & General are the insurer (John Lewis paid for you to get the cover). You can still complain.

You have to purchase Protect Plus policy separately as it provides the additional accidental damage cover.

Yes we didn't purchase Protect Plus so I wonder if they've even got an underwriter for their own guarantee.

I think you need to go back to them again and say it doesn't matter what their policy is in their heads, it's what its terms say that matter.

If its terms say that they will replace like for like, then that's what they have to do.

They cannot pick and choose the features they say are like for like. If you bought the TV because of its art feature, that is a salient feature that you want replacing.

They can't fix it, and they can't provide the same TV, so they need to provide enough money for you to source it elsewhere.

It's also worth pointing out to them, as I mentioned upthread, that you also have rights against them under the Consumer Rights Act and if they don't honour the warranty terms, you will take action under the CRA. The warranty is in addition to the CRA rights, not instead of. So if you don't like their response under the warranty, you can raise it again under the CRA. A TV should last for more than 3 years, so if they can't offer a repair, they should provide a replacement, or the means to get one.

Have they actually checked properly that the part is no longer available? 3 years isn't very long. It might just be a supply chain issue.

They use the weasel words "equivalent specification" and choose that to mean solely size and screen resolution. Which isn't the full spec by any means.

If I really can't get anywhere with them, my next step is to ask for the refund in cash and buy it elsewhere.

If you bought the TV because of its art feature, that is a salient feature that you want replacing.

And point out that they have the equivalent The Frame model (features / size etc) on their website so please could they honour the guarantee wording: “If we can't repair your TV, we'll replace it with a TV of equivalent specification”.

You could also quote their on-line product description: “Combining TV entertainment and fine art, when you're not watching TV with cinematic Dolby Atmos sound, its glare-free QLED 4K display turns into a canvas to exhibit art pieces, or even your own photos.”

I wonder if they’ve offered £1200 because they consider this one an equivalent model:

www.johnlewis.com/samsung-qe55q80b-2022-qled-hdr-1500-4k-ultra-hd-smart-tv-55-inch-with-tvplus-freesat-hd-dolby-atmos-black/p6196934

This is the one they're suggesting: www.johnlewis.com/lg-65qned816qa-2022-qned-hdr-4k-ultra-hd-smart-tv-65-inch-with-freeview-hd-freesat-hd-dark-meteor-titan/p6134061

@Lurapuppypants Equivalent spec in my case apparently meant the same model and year of manufacture even though it was no longer available. I wish I'd pushed harder to get a proper replacement with them rather than paying more elsewhere so best of luck!

So yours was a 65"?

No, 55" and no desire to go any bigger. That's the one they suggested matched the spec. We just want The Frame functionality.

Some good news. After hearing nothing from emailing the tech support (as requested by JL staff), and chasing it twice and being told I would get a response within 24 hours, I escalated to the head of customer service, and mentioned several of the things I got as good advice on this thread - including the Sale of Goods Act..

Again, I was told I would get a reply within 24 hours but it was actually more than 48 hours.

HOWEVER! They have agreed to provide me with a gift card to cover the cost of the same size The Frame TV, plus the cost of installation.

It's been a whole lot of hassle, and not what I expected from John Lewis, but at least we have agreed a satisfactory resolution.

Fantastic news!

Excellent news. Enjoy your new TV; hopefully this one will outlive the warranty!

Good to see you got a positive result. Im in a very similar position now. Bought a 65" Samsung Frame TV in 2019, recently the LED backlight was going to called them up, they sent a repair guy who took the tv away but after a month have said they can't get hold of the parts.

The TV cost us £1320 with the 5 year cover and they are offering 850. Ive said no as I expected a like for like replacement and they are now going to "re-avaluate the offer" so waiting to hear back from them...

Any tips or advice on how I should persuade them?