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John Lewis - 5 year warranty - who to call?

Discussion in 'Televisions' started by MrPasty, Apr 26, 2005.

  1. MrPasty

    MrPasty
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    Anyone had experience of John Lewis' 5 year warranty - especially after the first year? Bought 36ZP48 (TV) + 240E (DVD) in Jan. 240E packs up on Saturday. Phoned JL, who dont do the 240E and I wont accept an exchange for a 150E instead(!).

    Now for the odd bit. They wanted me to take it to my local JL for them to 'have a look at it'; I'm not keen as it's a 300 mile round trip. They will not send an engineer but asked at one point if I would pay for one to come out. (!!) After two calls and 40 mins on phone they said that they will give me a refund (£79), but not to expect a call to confirm and arrange collection for a few days(!?!). This all seems odd.

    Anyway, I asked what would happen if the TV went wrong. They said I would need to contact Toshiba first, even in the 2 to 5 year period. Given my warranty is with JL not with Tosh, is this right? Note I've never received any paperwork from JL, only an email confirmation from my original order.

    BTW, the entire experience feels like I am dealing with some sort of dodgy back-street outfit. I've never used JL before; but the original order was a lot of hassle and took 3 weeks to deliver, on delivery the TV box was opened (and I think the TV was a return) and I'm now getting the run around about the warranty. :mad:
     
  2. nig28

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    Hi
    It sounds like you are going to need your original proof of perchase and guarantee. Do not expect a company to come to your address to collect a faulty product, unless it states that in the warranty.
    Nigel
     
  3. Moksha

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    I recently purchased a 36zp48 from JL too and got no paperwork. I contacted them about this but still no paperwork. As for the guarantee conditions I don't know as I have never seen them!
    I hope if the set itself goes wrong You are not expected too lug it back to a service center...if this is the case then I have wasted my money.
     
  4. MrPasty

    MrPasty
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    Well yes, it's not exactly a case of popping it in the car.

    The reason I bought from John Lewis was the 5 year guarantee. But I'm beginning to think that the guarantee could be worthless. Buyer beware I suppose. :(
     
  5. stevej

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    My (ongoing) experience with JL and the much applauded 5 year guarantee has been positive. I bought my TV approx. 18 months ago, the only proof of purchase I have is the reciept. When I called regarding the fault all they asked for was my postcode. I told them what was wrong and they arranged for an engineer to come along to look at the set. He couldn't fix so arranged for it to be picked up and a loan set dropped off - all free of charge. I've never been told to contact the manufacturer only to deal with their repair company directly. As far as refunds are concerned, I believe they only give you a credit, but could be wrong. I would insist that you speak to a manager as some of the TV After Sales staff can be to put it bluntly, rude.

    Hope this helps.
     
  6. hornydragon

    hornydragon
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    IF the DVD player was "free" with the TV it may be excluded from there warranty...Also its you who wont take a brandnew unit in exchange (the DVD player is disposable, not worth repairing......) So you either get a new free DVD player (which is very good, does the 240 have antything that the 150 doesn't) or a credit for an item you didnt pay for (If DVD player was free with the TV) ie £0.00 (I would take the new DVD player...
     
  7. MrPasty

    MrPasty
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    Sorry, typo, it was a 130 not a 150 (no components). I checked if it had components while I was on the phone and was told "no". Having looked at JL's site though I notice they only do the 150. Hmm, curious.

    My main worry is not so much the DVD but provision of repair under warranty on the TV. As it stands I've been told to ring Toshiba direct, not JL, which is contrary to what others have posted.

    I'm beginning to wonder if I've just been misled by whoever I spoke to and based on others comments about good service from JL I will give them another call. At least they have been friendly mind.
     
  8. kevin19470

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    I got a "free" Panny E55 with my Panny Viera in Feb this year. The Viera came with a 5 year warranty and the E55 came with a two year warranty. Details of both warranties are clearly printed on my sales receipt.

    Hope this helps - good luck.
     
  9. nig28

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    Hi
    I will just clarify what I meant to say. JL will have a service area in which they may collect large faulty goods, if you are outside that area then it is down to you to arrange transportation to a repair center. I have known JL arrange a TV repair company to call outside their area, as a goodwill gesture.
    Nigel
     
  10. MrPasty

    MrPasty
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    Oh ******, had I known that I would not have bought from JL online; as I'm about as far from a JL branch as you can get in mainland UK. Where do you find out about what their 'service area' is?

    The decision to buy was based solely on the warranty - as this was the only reason they worked out cheaper than others, inc Dixons at the time.

    Certainly *every* electrical item that wasn't a 'pop under your arm' size I've had any problems with I would get an engineer visit in the event of a fault, including TV's. This TV weighs more than my washing machine - and I would not expect to send the W/M back if if packs up under it's 5-year Currys warranty!!

    I'm hoping that anyone searching for John Lewis and warranty reads this - had I searched and read about it I would have gone elsewhere; i.e. to Currys / Dixons / local electrical retailer / online retailer with national warranty cover. :lesson:

    PS Can anyone recommend a good place to get an extended warranty beyond the first year? I know some of the big insurance companies offer policies to 'insure all your electrical items against breakdown', but are these any good for something so specialised?
     
  11. nig28

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    Hi
    I do not know what terms are in the JL warrenty, being as the op was told to bring the item to JL, I would assume that JL would not collect it.
    Nigel
     
  12. MattyKHZ

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    Most items that are not portable tend to be fixed in your home so TV should come under that. JL probably get their stuff mended by the manufacturer, many do that even under extended warranty as who know's the equipment better than the manufacturers engineers.

    DVD player I would guess as a low weight item they would usually ask to be taken in but call out should be specified in warranty information if they visit home. If they are willing to pick up and refund as you don't like the replacement option, then go for that and get a new dvd player.
     

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