Sony Bravia 49XG9005 Needing To Be Replaced After 2 Months


Novice Member
I purchased during Lockdown a Sony Bravia 49XG9005 on 16th June from John Lewis online on 18th August it stopped working below are the Timelines in getting a replacement set from Sony UK.

Below is a timeline of my actions between myself and John Lewis Techincal Customer sevices based in Exeter.

Week 1
August 18 AM : Reported Television fault with John Lewis Technical Team they issued me with Job No 2365302 and informed that I will be getting a call from Smart Service Solutions for Engineer to visit on Wednesday 19th

August 18 PM : Phone call from Smart Service to inform that an appoint with their engineer to review the television was now on Friday 21st in the afternoon.

August 21st PM : Engineer from Smart Solutions arrived around 2pm I explained what was wrong he switched Television on the reported fault of No Picture was confirmed, he informed that I would need for my 2 month old Television need replacing

He was with me a total of 20 minutes.

Week 2
August 26th PM : on the advice of the Smart Solution engineer I rang there office for an update on the Replacement television from Sony they had no update to give me.

August 28th AM : I rang the John Lewis Technical Team after 20 minutes on hold I got to speak to an agent who put me on hold so they could get an update from Smart Solutions during that time I was disconnected.

I rang back at 08.53 I was then on hold for around 25 minutes when connected to an agent I gave them my details they put me on hold once more to get an update from Smart Solutions.
Your Technical agent informed that Sony had sourced a replacement model and would be with Smart Solutions after the August Bank Holiday.

Week 3
September 2nd AM I contacted the JL Technical team for an update because I had not been contacted by any party on when I was to receive my replacement television , after various breaks from the conversation due to being put on hold I was informed that I would be contacted by someone from JL Technical team to update.

September 4th PM : I had not been contacted so I rang when connected to a JL Technical agent they put me on hold they had spoken to someone who said the television would be with Smart Solutions on or around 8th September.

Week 4
September 10th AM : No contact had been made by Smart Solutions to arrange delivery of my replacement television.

September 10th PM : I once more contacted JL Technical team for an update during the conversation I was informed that Smart Solutions had only ordered my replacement television from Sony on 2nd September and not as previously was told by a JL on the update of the 28th August that television was on its way to Smart Solutions.

The JL Technical informed that I was to contact Smart Solutions going forward for updates as it was not a John Lewis issue as the television was only two months therefore under the manufacturer’s warranty they took responsibility to deal with my case.

Week 5
September 15th: Contacted by Smart Solutions replacement television to be with me on 21st September

Week 6:
September 21st replacement TV installed.

Thank you for taking the time to read and looking forward to your feedback.



Well-known Member
It's a timeline of what happened. TV broke, TV there a question in there?

What sort of feedback are you looking for?
It reads as a copy paste of a complaint email sent to JL CS.

My feedback is the same as yours - replaced, no quibble, marginally over the 28 day SLA. I'm not really sure what the issue is here.


Distinguished Member
Got to agree with the above. It's bad luck your new television failed and it took a while to replace, but all is good now. I make sure I have an old spare television in the loft for situations like this.

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