JL " never knowingly oversold" True or false?

The Dentist

Novice Member
We all know about PM'g JL. Their policy of "never knowingly undersold" is emblazzened around their stores but how true is that?

I don't know of the legal basis but here is a typical scenario....

Item is £2000 for instance and one or more customers find it and PM it for £1300. This is checked by the store online and by phone i guess. Given the volume of customers and demand for PM, JL must know of the new lower price that item is selling for so why don't they drop the price to that?

Knowingly seems to be the key term here and i'm certain any person working within a department will know of the PM claims they have honoured on a daily or weekly basis.

If so many of us here have PM'd a 42x70 as the threads acknowledge, why don't JL just stop the PM and bring the price down to the known level?

Over to you for your thoughts...
 

stanleyntl

Novice Member
Their policy on the website says PMs will update store & online prices. I've never seen the web prices move at all!:mad:
Customers shouldn't have to grovel to JL, to get a competitive price.
Their individual stores + HQ must work with Chinese walls - so that no store is aware of other price matches - so the prices never move.

Buyers who have PM'ed a physical store, ought to check back to see if JL has reduced the price instore - bet they haven't!:rotfl:
That being the case, their CEO needs a sackful of angry letters.
 

toodeep

Member
It of course suits JL to not publish their best prices. "Almost always knowingly undersold" would be a more honest, but it mightn't shift as many boxes. Throughout history buyer and seller have haggled, and this is just more of the same.
 

The Dentist

Novice Member
Choddo2006,

thanx once again. I've read every post in the link provided and clearly there has been discussion on this subject. Nevertheless i feel it's an important consideration in either thread to continue the discussion. We are all after a 5 year warranty when matching to JL. That is the principle reason. Customer service is not.

Why do i say this? I've spoken to two branches re: PM'g yesterday. I'm in a field where customer service and communication are paramount in treating patients. It's how one speaks and not what one says. The two ladies in question interupted me having pre-empted what i was going to say and wrongly. Their tone was firm and pre-programmed rather than listen, understand and then respond.

I am aware that there are far worse operators in the sales market who don't much care for return business or goodwill once they've got your cash. JL is better but only if they prove to reasonably deal with their customers under warranty and in their dealings day to day.

Most of us invoke the price promise and never ask JL anything again because the item works! How many here have asked to return units that have dead pixels, dirty screen etc and found it easy under the JL warranty.

If there is evidence of good customer service lets highlight it here on the forums.
 

The Dentist

Novice Member
Moreover, pricegrabber and other sites have their customer rating stars to inform buyers. Why don't we do this on the forums. The feednack would benefit everyone. We can see the response on a league table and this will guide our purchasing more efeectively.
 

captain69

Member
Quote -
"Most of us invoke the price promise and never ask JL anything again because the item works! How many here have asked to return units that have dead pixels, dirty screen etc and found it easy under the JL warranty. If there is evidence of good customer service lets highlight it here on the forums."

Good customer service at JL.............how's this then.

Bought a Panny 42PX60 in June last year for £1599. It suffered from purple fringing but very mildly but this got worse and so I wrote to JL and asked them to replace it........after 8 months of use. They said YES without question then they said they had none in stock so offered to buy it back off me for £900. I said no, I'd much rather have my £1599 back. They said no so I said how about upgrading to a 50PX60 which were now selling at roughly the same price as the 42" was 8 months ago. They agreed but wanted £120 for the larger stand so I refused the deal and asked for my £1599 back. After some haggling they gave me a full refund for an 8 month old TV which they never inspected. I then went and bought a 50PX60 off them which I PM'd down to £1299.:thumbsup:

JL have excellent customer service which in my experience can't be beaten. Everybody who has "problems" with JL seem to be unable to negotiate patiently and/or don't know their rights and/or haven't done their research properly and/or don't even know JL's undersales rules. Of course JL aren't going to give money away to every person who rings them up about this and that website selling for hundreds of pounds less.

I've just bought a Tosh 37WLT68 off them which they PM'd to the cheapest price in the country - but this wasn't "easy" and I got it only after a three-day e-mail exchange with the Head of Undersales. I've not got a problem with that. Why have you guys?
 
They said YES without question then they said they had none in stock so offered to buy it back off me for £900. I said no, I'd much rather have my £1599 back. They said no so I said how about upgrading to a 50PX60 which were now selling at roughly the same price as the 42" was 8 months ago. They agreed but wanted £120 for the larger stand so I refused the deal and asked for my £1599 back. After some haggling they gave me a full refund for an 8 month old TV which they never inspected. I then went and bought a 50PX60 off them which I PM'd down to £1299.:thumbsup:
Umm its after reading something like this that makes me think i should spend the extra £150 and buy from john lewis instead of dixons...
 

The Dentist

Novice Member
Captain69 we're all hear to share the good with the bad and your experience will help others choose. However, not everyone is well equipped to deal with others in arguing their case. In this regard, we need these forums to showcase their success' and failures with stores and to empower other forum users.

Lets hear more about JL and other stores i say
 

Shimmyhill

Member
They actually do take it quite seriously. They used to employ staff to go round local competitors to price check and then change instore pricing. They even paid staff something like £1 if they found a product cheaper elsewhere (unless a sale item) and changed the instore price. Not 100% if they still do this but they did when my Mum worked in John Lewis.
 

The Dentist

Novice Member
They actually do take it quite seriously. They used to employ staff to go round local competitors to price check and then change instore pricing. They even paid staff something like £1 if they found a product cheaper elsewhere (unless a sale item) and changed the instore price. Not 100% if they still do this but they did when my Mum worked in John Lewis.

that's interesting. If they did then they would/ should price accordingly. This PM stuff puts the customer in chrage of proving the best price. Isn't the world a big shop in which sellers offer goods at a price and we decide if the price is fair and buy accordingly?

If the seller says, i kno you can get it cheaper elsewhere and i have PM'd it from there for someone else but you need to prove it again to me, well that is complete crap in any sales terminology. Why not say to someone who enquires, yes we do PM that store and that deal is available currently. In any computerised system, that info would be logged at sale and available to view making PM'g comfortable for seller and buyer.
 

Shimmyhill

Member
that's interesting. If they did then they would/ should price accordingly. This PM stuff puts the customer in chrage of proving the best price. Isn't the world a big shop in which sellers offer goods at a price and we decide if the price is fair and buy accordingly?

If the seller says, i kno you can get it cheaper elsewhere and i have PM'd it from there for someone else but you need to prove it again to me, well that is complete crap in any sales terminology. Why not say to someone who enquires, yes we do PM that store and that deal is available currently. In any computerised system, that info would be logged at sale and available to view making PM'g comfortable for seller and buyer.
At the end of the day a shop is only inviting you to buy something. They have no obligation to sell it to you and can set whatever price they want too. From the consumers point of view you are able to offer a price to a shop - if they accept it all is well but they dont have too. A PM is just that, they are matching a price to gain your custom but why change the list price unless it is a local competitor and would have a negative effect on sales ?

I suspect 95% of people who buy from JL will check prices against Currys + Comet at best and would mostly be unaware of other specialist shops/web shops with stores with better prices. If the JL price is good and customers are happy to pay it keep it at that price ! Some peope are willing to pay over the odds or plenty of shops would no longer be around !

I think the PM offered by JL is frankly stunning as when they do it you get the best price, a better Warranty + dealing with one of the few major chains who seem to care about customers and after sales support. Sometimes it takes a little coaxing but they are generally very good at PM in my experience.

Not TV replated but i bought a car seat from JL - between the 2 cars we need 4 seats and this was needed in a hurry for a new car. JL didnt have it in stock but ordered one to be delivered on the friday ( i needed in for Sunday) Friday came and went and no seat so i called JL - they said a mistake had been made but i could get one on Tues, this was no use so i said i would take a refund and buy elsewhere - and i did. I got a call on Sat from JL saying they had managed to courier one in and a member of staff would be able to drop it round my house after the shop closed ! I was stunned at the level of service but had bought a seat elsewhere. They apologised for the initial mistake and when the refund came thru they had added £20 as compensation (that i didnt ask for) This was for an £80 car seat and i can not belive anywhere else would have offered this level of service, potentially they could have lost my custom but the efforts they put in to resolve the mistake makes sure i am a customer for life and pass on to other people the quality of service i got from them (such as here right now!)

I would pay a little extra for such good service let alone the same as a random company who may offer a slightly better list price with unknown aftersales support.
 

The Dentist

Novice Member
Quite agree with you. Good service is to be valued and i accept that. Your story again reflects excellent practice. All i am saying is, good customer service also means giving your customers the ability to buy from you with ease. If PM'g is a JL customer service ethic then what is the point of making the PM'g a hinderence? Let a person know off the screen immediately that their offer has been copied recently so the PM is accepted. As you say, they will have a hih volume of PM's daily and thus know the price of competing stores already. If they call another store for one customers PM, then why not accept that PM when another customer calls for the same PM from the same store.

It makes it cheaper for them to run, sales will increase due to troughput of orders and their reputation enhanced by fast delivery. These are winning ideals and JL have no problem in instigatin them given how far they went to get you your seat!
 

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