John Lewis TV Warranty: Cautionary Tale Bought a TV for £3499 from JL, delivered 30 November 2018 (Sony KD-65AF9 OLED).The TV screen failed and was written off in December 2021 after 3 years. Settlement offered in December was £2599 (74%). I disputed that the replacement offered (LG 65QNED996PB) was not "like for like" as the only common element was screen size. The direct descendant of our failed TV was the Sony Bravia XR XR65A90J but they would not consider this. Rang JL in Jan 2022 as we had not been able to view the LG 65QNED996PB in any store within 180 miles. By January this particular replacement model had increased in price by £300 and JL initially said they would up their offer accordingly. But, in the re-evaluated offer of early February 2022, the replacement was changed to a Samsung QE65QN95A at £2399 (a deduction of £200 in one month?). This was again, not a “like for like” replacement for an OLED TV. The lower offer was caveated: settle imminently and we will revert to the original offer of £2599. No pressure then? Settled reluctantly on 4 February 2022. FORWARD 4 DAYS: My cousin bought the same model (Sony KD-65AF9 OLED) that was delivered early Jan 2019 from JL. Sale price £3299 (£200 less). Hers failed at 3yrs and I month. Her suggested replacement was the Sony Bravia XR XR65A90J (an OLED TV). The financial settlement offered was £2999 (i.e. 91%) on 8 February 2022. Here, we have two idenitical TVs failing after the same period and markedly different financial settlements. In one case, finding a “like for like” replacement took precedence and the offer was better than it might otherwise have been. In the other case, settling for the least amount possible, irrespective of the customer’s views on appropriate substitutions, took priority. In conclusion, I have to pay an additional £400 to buy the Sony Bravia XR XR65A90J whereas my cousin was offered it for gratis. Buyer Beware. Some animals are more equal than others.
2 years ago
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