I bought a sony smart tv plus installation. They failed to install all my devices and within 24 hours I found that the set was almost certainly second hand and kept reverting to somebody else's network and cutting off wifi/internet. No other device in the house did this. I would reset it and it would happen again. When I paired the TV with my laptop the TV could not hold a cast and would drop out time and time again. I checked everything and it was certainly the TV at fault. When I complained to John Lewis they were not prepared to exchange the TV as per their warranty stating as it was only 14 days old and they had now decided not to sell that model and would not refund the installation which I had to finish myself. Their guarantee unambiguously states they will exchange . exchange the product for another one of similar quality. This mean even if I returned the TV I would be at a financial loss as a full refund was not offered. Initially I was told that no manager was prepared to speak to me and when eventually did get one he put the phone down on me. John Lewis now say it will take 14 more days to review the situation. Why can they not just honour the words of their guarantee. As a company they are full of how wonderful they are but in fact they unhelpful, arrogant and not to be trusted.