I purchased a Samsung TV from John Lewis 11 months ago and it's had a fault with recording. We have had 5 engineer visits and the main circuit board has been replaced twice. The engineers have told Samsung that it cannot be fixed as it's likely to be a software issue. John Lewis have said they cannot change the TV as it's still under the manufacturers warranty. Samsung has said they cannot do anything about it because it's not a hardware fault and software is not covered under the warranty. Surely they cannot sell something that is not fit for purpose. Any advice?
John Lewis
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it would seem you have the possibility of making a claim under your rights bestowed by Consumer Rights act 2015
the fact there is still a manufacturers warranty in existence doesn't relieve the trader of his liabilities. The warranty is an addition to your statutory rights, not a replacement.
What date did you take delivery of the TV?
What date did you first report the problem with the television?
How did you pay for the TV...cash/credit card/finance?
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Hi, thanks for your reply, paid with a debit card mid April 2019 online. Reported the fault in September 2019 (just to busy to deal with it). Since September we have had many engineer visits, hours of phone calls and many emails. Just wonder if I wait till it's over one year old and out of the manufacturers warranty, then John Lewis might do something about it.
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You reported the fault within 6 months of purchase.
They have not managed to repair the fault.
You have therefor the final right to reject the goods as unsatisfactory and not fit for purpose.
As the fault first manifested itself within the 6 month period, it is deemed that the fault was present when the TV was purchased
All as per Consumer Rights act 2015*http://www.legislation.gov.uk/ukpga/...ntents/enacted
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Just tell them it doesn't take much to issue a cheque and if you don't receive it within two weeks you will initiate a county court claim.
The TV is awaiting collection at their convenience
On second thoughts they have to make the refund in the same manner as the purchase ie a refund via your debit card
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Had a result... I sent an email to Head_of_Customer_Service@johnlewis.co.uk and also filed the problem www.thefurnitureombudsman.org with who deal with large electrical item issues. 24hrs later I get a response from John Lewis apologising and the offer of a refund or a new TV. A new TV is being delivered on Wednesday. Got there in the end but very stressful. Thanks ALL.
- 1 thank
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