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CES Hands On - Samsung HW-Q990F review
MrW said:gel said:
Thank you
Not out of the woods yet, and JL appear to be ignoring me as well...
Go in store and speak to someone, I didn't get anywhere on the phone too. Try a manager.
Looks like I'll have to take your advice gel, as JL online have all but disappeared on me....
Very strange, as up until 6 days ago they were in constant contact, but now their silence speaks volumes.
I could call the repair agent, but to be honest I don't think it's my place to do so.
So it looks like a trip to JL, albeit I'm not sure how far I'll get in store as our local one only opened a year ago, and the TV was bought from JL online prior to this store opening.
Very strange, as up until 6 days ago they were in constant contact, but now their silence speaks volumes.
I could call the repair agent, but to be honest I don't think it's my place to do so.
So it looks like a trip to JL, albeit I'm not sure how far I'll get in store as our local one only opened a year ago, and the TV was bought from JL online prior to this store opening.
Oldboy
Well-known member
You are aware that you can ring John Lewis online aren't you? The telephone number is 08456 049049, I would suggest you give them a call.
MrW said:
Yep, they don't call when they say they will. You should get on quite well in John Lewis, remember to ask to speak to a manager in the electrical department, and really go for it. Have a list of outcomes you want and try and get them, make sure you talk them through fully what has happened. Let us know how you get on.
Oldboy said:
Yes... tried that one, I keep getting passed from pillar to post, waiting for someone that knows something about something
Off to JL @ Home for me it is!
Oldboy
Well-known member
MrW said:
Apologies
I presumed you were contacting them via email, sorry.In that case I would be off to your local store, I suggested that to gel when he had issues and he got a resolution there and then. Any issues I had with my 55F8000 order I dealt with in store despite the 30 mile round trip every time to do so...there is nothing like a face to face discussion.
As gel stated go in and speak to a manager and not a customer service bod as you may well get fobbed off, they are part of the same group so any excuses about not dealing with online orders is just rubbish. They are supposed to pride themselves on customer service so I would be at pains to stress just how useless you have found them up to now, as gel also stated have a clear idea of what you want as an outcome and above all be polite...but firm.
I really hope you get more luck in store and that you get a resolution, as ever keep in touch with how you get on and I wish you the best of luck with it...fingers crossed your next post is much more positive
ray:@oldboy no need to be I've been communicating with JL via email, but have tried the phone option, but as I said that path took me nowhere!
For now I've moved my Panasonic 42G10 into the living room (yes, it weighs a tonne!)
I've been communicating with JL via email, but have tried the phone option, but as I said that path took me nowhere!For now I've moved my Panasonic 42G10 into the living room (yes, it weighs a tonne!)
So, before I managed to get to a JL shop I get an email from their technical team:
Our agent has advised that they have not been able to replicate the issues of image retention, blurring and pixelation. An engineer has viewed the recordings on your Western Digital hard drive, and is of the opinion that these picture issues are due to your television signal and not the television itself. Therefore no fault has been found with your television, you will be contacted today to arrange delivery back to yourself.
Livid is not the word. I have emailed them back pointing out that their agents engineer agreed that the picture was not in keeping with a £200 TV, let alone a £1399 one.
Think this might run and run... joy.
Our agent has advised that they have not been able to replicate the issues of image retention, blurring and pixelation. An engineer has viewed the recordings on your Western Digital hard drive, and is of the opinion that these picture issues are due to your television signal and not the television itself. Therefore no fault has been found with your television, you will be contacted today to arrange delivery back to yourself.
Livid is not the word. I have emailed them back pointing out that their agents engineer agreed that the picture was not in keeping with a £200 TV, let alone a £1399 one.
Think this might run and run... joy.
MrW said:
I actually think you are in a stronger position to go in the shop now you know what they have said. Get your TV back first that is a good start. Did you get a report written by the first engineer that said it was faulty or just documented that he said it? Doesn't matter that much but good to have.
I would try for a new TV when you go in the shop. Say what has happened and now you would like a replacement and this is the second one you have owned that has gone faulty.
Oldboy
Well-known member
gel said:
First off...what kind of repair agent actually thinks a TV signal can cause image retention? One run by monkeys is the answer as any decent TV engineer will tell you that is simply not possible |(
Seriously where on earth has your TV been sent to? Who is the repair agent? I can understand the pixelation being caused by a poor signal but blurring and image retention have nothing to do with your TV signal, this would get my back up straight away and in situations like these it's very difficult not to feel angry, frustrated and annoyed as it seems the repair agaent are incompitent.
I agree with gel completely...get the TV back and question the engineer when it's returned as to why they wouldn't do anything or supposedly couldn't replicate the issues, I bet you get the same issues the moment you switch it on so perhaps try to replicate it again whilst they are there. I'm of the opinion though that as soon as the word image retention is mentioned that is when repair agents and retailers simply don't want to know as the get out of jail card is written at the front of the manual.
Once you get the TV back take gels advice and go into your store as I agree that you are in a stronger position and that with some gentle negotiation you will get a replacement, to be perfectly honest I bought my TV in store at John Lewis to avoid any situation like this because if the worst came to the worst I would just take it back and get them to deal with it in store. I just think that the whole issue of image retention is where the issue lies as the manufacturer effectively wipes it's hands of any blame the moment you purchase the TV and the retailer can do the same.
I admire your patience though as if it was me I would have been down to the store already as I would have been fuming from that email :wall:
Thanks guys
A trip to JL will happen tomorrow!
Part of the email I received from the 'authorisations' dept at JL said, and I quote:
Please inspect your television and hard drive upon its return and in the unlikely event you are not completely happy with them please do not hesitate to contact our Technical Support team on 0844 693 1799, or alternatively reply to this email quoting the above reference number.
I have therefore already emailed them back stating that I do not believe the TV is fit for purpose, and I am struggling to understand why a TV signal would cause line bleed!! (I get this on Freeview HD, Freesat HD and Sky HD, and the aerial and mini dish are relatively new and were professionally installed, the TV even shows nigh on 100% signal strength and quality for all of them)
Haven't heard from the 'repair agent', whom shall remain nameless for now, but just for now...!
Yes, I am seething, but today isn't the day to visit JL as I need to gather my thoughts first!
A trip to JL will happen tomorrow!
Part of the email I received from the 'authorisations' dept at JL said, and I quote:
Please inspect your television and hard drive upon its return and in the unlikely event you are not completely happy with them please do not hesitate to contact our Technical Support team on 0844 693 1799, or alternatively reply to this email quoting the above reference number.
I have therefore already emailed them back stating that I do not believe the TV is fit for purpose, and I am struggling to understand why a TV signal would cause line bleed!! (I get this on Freeview HD, Freesat HD and Sky HD, and the aerial and mini dish are relatively new and were professionally installed, the TV even shows nigh on 100% signal strength and quality for all of them)
Haven't heard from the 'repair agent', whom shall remain nameless for now, but just for now...!
Yes, I am seething, but today isn't the day to visit JL as I need to gather my thoughts first!
Oldboy
Well-known member
MrW said:
Yes you are right that today is not the day to deal with it but it brought back some painful memories of being in a similar position so I know how difficult it is to stay calm and deal with it rationally, I'm quite happy my store is a 30 mile round trip away as it stops any knee jerk reactions to any potential issues.
It's quite simple...a TV signal simply cannot cause image retention or line bleed, that is down to the TV and nothing else in my humble opinion. The fact that you had a professional install will go in your favour here too and to me provides extra ammunition for negotiation as their claim that it's down to your TV signal holds no water and that is proof of the fact. Perhaps contact the installer to see if they think the claim has any substance for further proof, it's something I would certainly consider.
I think your email is well advised and it will be interesting what response you get but gather all that up along with your responses and take it all in store with you when you go so you have a clear record of what has happened to date and ask them if they feel this is an acceptable response to your issues, I do feel that you will get a far better response in store when dealing face to face but you can never be sure.
I just hope that after your store visit you have a positive post for us all, fingers crossed that brings an end to it so keep us updated and best of luck when you visit the store.
The repair agent has just called, TV will be back with me tomorrow but they can't say exactly when...
This may put paid to a visit to JL now, just what I didn't need
It was wall mounted, so I'm not going through the rigmorol of putting it up when the engineer is here, I can't be bothered!
I did ask them why he said it was faulty but they had since decided it was OK, the answer was 'no idea'
Ho hum!
This may put paid to a visit to JL now, just what I didn't need
It was wall mounted, so I'm not going through the rigmorol of putting it up when the engineer is here, I can't be bothered!
I did ask them why he said it was faulty but they had since decided it was OK, the answer was 'no idea'
Ho hum!
MrW said:
i feel for you, I've been down this route as well. Not pleasant. Engineer that comes out says that's not right, engineer in the office (probably looking at the wrong stuff) can't see it, then panasonic say 'it's within spec'
:wall:
@rocketrazor I plan to bring this to a satisfactory conclusion this side of the weekend.
The TV is now under JL's warranty, so Panasonic 'should' be out of the picture. I'm hoping to appeal to JL's better nature, especially when this set replaced a GT30 that couldn't be repaired owing to a shortage of PDP's last September!
How are you getting on with your 'battle'?
I'd have to say that I'm just about ready to bow out on owing another Panasonic Plasma TV, which is a real shame as when they are good they are great, but when they are bad, well, lets leave that for another day eh?!
The TV is now under JL's warranty, so Panasonic 'should' be out of the picture. I'm hoping to appeal to JL's better nature, especially when this set replaced a GT30 that couldn't be repaired owing to a shortage of PDP's last September!
How are you getting on with your 'battle'?
I'd have to say that I'm just about ready to bow out on owing another Panasonic Plasma TV, which is a real shame as when they are good they are great, but when they are bad, well, lets leave that for another day eh?!
Oldboy
Well-known member
MrW said:
This all sounds very familiar to me...I went through a very similar experience with my G20 and then GT30 and at that point I just gave up on Panasonic plasmas as I just had far too many issues and replacement sets. In the end despite the excellent picture quality I just couldn't justify going down the Panasonic plasma route ever again and my last two TVs by comparison have been very reliable with none of the issues I faced with my plasmas.
I was sad to go over to LED LCD but the upside has been both TVs have been very reliable and I can use them for everything I own and even game on them without any fears I'm damaging the TV or going to leave images on the screen. In the end I'm so happy I never gave a Panasonic plasma another chance and the experiences of many others on this forum have reinforced this view to me, as you say, when they are good they are great but when they are bad...it's just a nightmare and I really feel for you. Fortunately you purchased from John Lewis so there is still hope that you can get a resolution.
Hopefully the TV arrives with you early tomorrow and a visit will still be possible to the store as I'm sure at this stage that is the best way forward.
Ironically, my 42G10 (4 years old this week, and purchased from JL) has never missed a beat..
I found the hidden menu yesterday and noted its done 5907 hours in those 4 years, so it isn't heavily used (it's a Kitchen TV)
It's been used for PS3, Blu Rays, and only the Freesat HD Tuner, as it's not Freeview HD enabled, so I didn't even bother putting an aerial RF feed to it!
I'm thinking that after 2009 the 'fashion' was to get flat panel TV's slimmer and slimmer, and this has ultimately meant that their performance suffers.. maybe I'm wrong, but this G10 is a behemoth of a TV but appears to be bullet proof!
I found the hidden menu yesterday and noted its done 5907 hours in those 4 years, so it isn't heavily used (it's a Kitchen TV)
It's been used for PS3, Blu Rays, and only the Freesat HD Tuner, as it's not Freeview HD enabled, so I didn't even bother putting an aerial RF feed to it!
I'm thinking that after 2009 the 'fashion' was to get flat panel TV's slimmer and slimmer, and this has ultimately meant that their performance suffers.. maybe I'm wrong, but this G10 is a behemoth of a TV but appears to be bullet proof!
It's late in the day, but I've just had a reply via email from JL:
Is it just me, or does the first sentence say it all??!!
As previously advised, our agents have been unable to replicate any of the symptoms you described but could see them when viewing the recordings to your hard drive.
I will need to speak to a senior colleague to discuss this further and will do so. I will contact you again tomorrow once I have done this to advise further.
Is it just me, or does the first sentence say it all??!!
As previously advised, our agents have been unable to replicate any of the symptoms you described but could see them when viewing the recordings to your hard drive.
I will need to speak to a senior colleague to discuss this further and will do so. I will contact you again tomorrow once I have done this to advise further.
:wall:
from JL:
Our conclusion, moving forward is that firstly, the television will need to be delivered back to you as our agents have been unable to replicate the fault. Once returned, should the issues persist with the television, we would be happy to get a second opinion from a different set of engineers. we would also be happy to endeavour to acquire a loan set for you whilst this further investigation is in progress.i don't think so JL... If you employ incompetent fools then why should I be a guinea pig??!!not to mention the yo-yo TV on and off the wall.
from JL:
Our conclusion, moving forward is that firstly, the television will need to be delivered back to you as our agents have been unable to replicate the fault. Once returned, should the issues persist with the television, we would be happy to get a second opinion from a different set of engineers. we would also be happy to endeavour to acquire a loan set for you whilst this further investigation is in progress.i don't think so JL... If you employ incompetent fools then why should I be a guinea pig??!!not to mention the yo-yo TV on and off the wall.
:wall:
TV has arrived back, label on it says "within spec, no fault found"
When I questioned the engineer he said that the line bleed on the hard drive recording was evident on another GT50 they have in for repair...
He also told me that he's been out to other GT50's displaying the same faults as mine in the past few months and that I should draw my own conclusion from that.
His closing gambit was priceless..."John Lewis will probably change it for another if you ask them, they're normally good at that, go for a Samsung, you won't have any problems"
So there you have it, don't buy a Panasonic Plasma, buy a Samsung LED, some bloke said so!
And so to battle we go...
TV has arrived back, label on it says "within spec, no fault found"
When I questioned the engineer he said that the line bleed on the hard drive recording was evident on another GT50 they have in for repair...
He also told me that he's been out to other GT50's displaying the same faults as mine in the past few months and that I should draw my own conclusion from that.
His closing gambit was priceless..."John Lewis will probably change it for another if you ask them, they're normally good at that, go for a Samsung, you won't have any problems"
So there you have it, don't buy a Panasonic Plasma, buy a Samsung LED, some bloke said so!
And so to battle we go...
Son_of_SJ
Well-known member
MrW said:
But did he say Samsung, or did he say Samsung LED? I mean, how about a Samsung plasma?
Son_of_SJ said:
He didn't say, but I'm pretty sure he meant LED, as he said they were half the thickness of the GT50, so it was a good job I had a soundbar, as the speakers are tiny in them!
Oldboy
Well-known member
Well I can certainly vouch for the Samsung LED TVs as mine has been great since I got it. I had a small issue when I first got it in that it kept switching itself off, John Lewis delivered a replacement within days but it wasn't until I got on these forums and done some experimenting that I found it was a HDMI handshake issue as the replacement exhibited the same problem.
It was simply my Panasonic blu ray player that was the issue and after turning off the Viera link option on the player I've not had an issue since so the first set didn't need to go back after all but John Lewis were great and arranged the replacement very quickly, Samsung were of little use though and if it wasn't for the forum and my own experimenting the issue wouldn't have been solved.
With your issue I really do think that if you are persistant and go into the store then John Lewis will replace the TV, for an engineer to pretty much admit that the issue you have is widespread should give you more motivation to continue your fight. John Lewis are obviously listening to the reports from the engineers as a means of making their decision and it should be noted that is their right to do so but at worst I think a second opinion would be the way forward but try in store first and see how you get on.
I do think a bit of face to face discussion would be better than emails and if you go well prepared then you should get some sort of resolution but have a clear idea of what you want, do you want a replacement? Refund? Or a completely different TV and start again? Have a clear idea and go in store with that aim and I think you will get it.
So far John Lewis have reacted quite well in my opinion and have offered a loan set for the second opinion which is good and they are entitled to do that but the hassle that causes is a pain as I know oh too well but sometimes you just have to go through all this before any further action is considered I'm afraid. Hopefully an in store visit can avoid all this though.
It was simply my Panasonic blu ray player that was the issue and after turning off the Viera link option on the player I've not had an issue since so the first set didn't need to go back after all but John Lewis were great and arranged the replacement very quickly, Samsung were of little use though and if it wasn't for the forum and my own experimenting the issue wouldn't have been solved.
With your issue I really do think that if you are persistant and go into the store then John Lewis will replace the TV, for an engineer to pretty much admit that the issue you have is widespread should give you more motivation to continue your fight. John Lewis are obviously listening to the reports from the engineers as a means of making their decision and it should be noted that is their right to do so but at worst I think a second opinion would be the way forward but try in store first and see how you get on.
I do think a bit of face to face discussion would be better than emails and if you go well prepared then you should get some sort of resolution but have a clear idea of what you want, do you want a replacement? Refund? Or a completely different TV and start again? Have a clear idea and go in store with that aim and I think you will get it.
So far John Lewis have reacted quite well in my opinion and have offered a loan set for the second opinion which is good and they are entitled to do that but the hassle that causes is a pain as I know oh too well but sometimes you just have to go through all this before any further action is considered I'm afraid. Hopefully an in store visit can avoid all this though.
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