Faulty Philips from John Lewis....help!

[whizzwheels]

I wonder if I could ask some advice? I have a 32" Philips PW9509 which was bought in March 2005 with the standard JL 5 year warranty. As the TV cost £1000, I hoped that the renowned customer service would make up for the price premium...

However, the sound has proved to be very poor quality. Through lack of use of the TV, I discovered late that there was a severe buzzing from the cabinet when low frequencies are played. It wasn't until November last year that I contacted JL to complain. I hadn't noticed the problem until then, but even at normal volume levels, speech and music were badly affected by the resonant buzzing from the cabinet.

The technician who came out completely agreed with me that it was unacceptable, so another vist was arranged and the TV was duly carted off for 4 weeks over Christmas. A replacement 28" set was provided.

Well, the TV is back and the problem is still there! The fault is identical and the loud buzz still comes from the cabinet.

JL have said that the TV cabinet was carefully sound deadened and the speaker was replaced, so they need another inspection then a try at fixing it.

Surely this isn't acceptable for a £1000 CRT from a reptuable retailer? Trouble is, so much time has now passed, do I have any alternative but to let them have another bash at it, despite the inconvenience? Obviously, a refund would be ideal, but what would constitute an equivalent product given that the model is no longer manufactured? Thanks for your help!!

[Warpaint]

As an ex John Lewis Audio & TV salesman (partner), I would be astonished if you didn't get a replacement or a full refund if required.
Talk to the section manager of the TV section, or better still the department manager.
In my experience you will get your replacement.
Isn't this why you bought it there?

[DirkTheDaring71]

I would demand a replacement tv, not a repair.
Have a look at this http://www.dti.gov.uk/ccp/topics1/guide/saleshort.pdf
it will tell you all you need to know.

Good Luck

[whizzwheels]

Thanks for the advice. The TV cabinet buzzing is definitely as bad as ever, so I'll phone the TV sales manager tomorrow and ask for a refund or credit note.

JL Customer services just passed me back to their TV repair shop when I called a few days ago to complain. It's not the sort of product I can just pick up and take back into the shop, and I know they will insist that they take it back into their depot again for another attempt at fixing it. They told me that already.

I have a feeling it will be a battle judging by our previous conversations, but I'll try my best. Will let you know how it goes....!