rocketrazor said:
He said it was not up to him and he didn't make the decisions, John Lewis will do that. Just waiting to hear.
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CES Hands On - Samsung HW-Q990F review
He said it was not up to him and he didn't make the decisions, John Lewis will do that. Just waiting to hear.
Oldboy
Well-known member
rocketrazor said:
Sounds like a classic case of a poor retailer to me...very frustrating I'm sure. Any indication as to what they are going to do yet??
Oldboy
Well-known member
gel said:
Good news gel :bounce:
Fingers crossed you get a replacement...is it going to be a GT60 or VT65 though mate?? Good to hear John Lewis have been far more helpful than rocketrazors awful experience (I really feel for him) and it would seem I done the right thing in getting my 55F8000 from them.
Keep us posted when you have more news, hopefully it's a replacement which I guess would be a GT60 but I don't remember seeing them on the online store or indeed instore at my local John lewis...VT65 it is then
Oldboy said:gel said:
Good news gel :bounce:
Fingers crossed you get a replacement...is it going to be a GT60 or VT65 though mate?? Good to hear John Lewis have been far more helpful than rocketrazors awful experience (I really feel for him) and it would seem I done the right thing in getting my 55F8000 from them.
Keep us posted when you have more news, hopefully it's a replacement which I guess would be a GT60 but I don't remember seeing them on the online store or indeed instore at my local John lewis...VT65 it is then
Thanks mate, appreciate it. Yep, John Lewis just do the VT65 but got to see what they say first and then will report.
Oldboy said:
none yet. Got another phone call with panasonic tomorrow but I'm expecting the usual fob off from them 'it's within spec' my @&£? It is
Oldboy
Well-known member
rocketrazor said:
I don't know what to say...you are being put through the ringer for sure!
Fingers crossed your call with Panasonic is more fruitful tomorrow (today as I type this) and hopefully when I check into the forum tomorrow you would have posted some good news, you are due some after all the hassle eh
ray:Cheers oldboy,
ill keep you posted as always but it's likely to be this evening / tomorrow. I'm in work today rather than working from home and then have a leaving do to attend this evening. Fingers crossed my day starts off ok with my phone callray:
ill keep you posted as always but it's likely to be this evening / tomorrow. I'm in work today rather than working from home and then have a leaving do to attend this evening. Fingers crossed my day starts off ok with my phone call
ray:Well not quite the standard fob off, but almost......
panasonic did indeed call me and advised that they have asked the local repair agent to carry out a panel update which affects how the panel is driven. Now I'm not optimistic about this but at least it means they carried out something and the repair agent can't charge me for returning the tv (which is what they were doing!). I played devils advocate and asked what happens if this didn't solve the issue, and this is when I got fobbed off. Panasonic would deem the unit to be working withing specification so any further issues would need to be taken up with my retailer. I asked.if the unit is deemed within spec what picture fault would they deem a fault, as to me a panel replacement would solve the issue. Surprisingly he didn't answer this and advised that I would have to contact my retailer, the same retailer I've been waiting 10 days for a reply to my last email!
just waiting for my tv to be returned to me now so I can see if I have to go through my good for nothing retailer
oh i wish I paid a little more or even price matched and gone through John Lewis
panasonic did indeed call me and advised that they have asked the local repair agent to carry out a panel update which affects how the panel is driven. Now I'm not optimistic about this but at least it means they carried out something and the repair agent can't charge me for returning the tv (which is what they were doing!). I played devils advocate and asked what happens if this didn't solve the issue, and this is when I got fobbed off. Panasonic would deem the unit to be working withing specification so any further issues would need to be taken up with my retailer. I asked.if the unit is deemed within spec what picture fault would they deem a fault, as to me a panel replacement would solve the issue. Surprisingly he didn't answer this and advised that I would have to contact my retailer, the same retailer I've been waiting 10 days for a reply to my last email!
just waiting for my tv to be returned to me now so I can see if I have to go through my good for nothing retailer
oh i wish I paid a little more or even price matched and gone through John Lewis
Oldboy
Well-known member
rocketrazor said:
Oh dear...the woes with Panasonic customer service continue then. It seems strange to me because a few years ago when I had my issues with the GT30 they were very helpful and eager to get the issue resolved, they even got involved with my repair agent to the extent that their engineering department got in touch with my retailer to advise on the repair...things seemed to have changed a lot since then.
A panel update is unlikely to solve your issues rocketrazor but as you said it does at least mean you won't be charged which is progress of sorts, it might turn out that it does indeed solve it but I'm with you mate in that a panel replacement would seem the logical way forward here. I think the problems are going to arise if the update doesn't solve your issue...I think in that situation it's legal action time as I can't see your retailer playing ball can you?
You would then be forced to formally reject the TV under the sale of goods act in writing and at the time I was told to write to both the retailer and manufacturer but I beleive you only need to write to the retailer, citizens advice consumer line will provide you with a template letter in prder to word it correctly and you give them 14 days to respond. If they accept the rejection then you are entitled to your money back but if not (or indeed if they fail to respond) then it's court action. I'm of the opinion that you have been more than reasonable in your attempts to get the TV repaired or replaced but have a clear record of all your communication and action to date as this will be needed if it goes to court, the actual wording is that the retailer should make all reasonable attempts to repair the item and I was told 3 attempts is what is considered reasonable.
I really feel for you here as I know exactly what you are going through and can appreciate just how it can drive you mad, unfortunately you have found out the hard way exactly as I did that researching the retailer is just as important (if not more so) than the actual TV you buy. It put me off plasma and Panasonic TVs as my fight to get my money back was ridiculous and complicated even though the retailer was Richer Sounds but fortunately I got there in the end. I've bought LED ever since then and have been far happier than I ever was with plasma, of course that's a personal choice and I just wouldn't buy plasma again as I have never had one without issues.
I've got everything crossed that the panel update on your TV solves the issues for you but I'm sceptical in all honesty so keep us updated and I wish you the best of luck in getting a resolution, don't give up though if the TV remains faulty after the repair :wall:
Oldboy
Well-known member
Oldboy said:
Just gave them a call to see what was going on, and they are ordering a new screen for it. Just have to wait for it to come in and then they will swap it over.
rocketrazor said:
Nope, looks like I don't get a choice in it. Just have to wait for the call but that is what they look like they are doing. Strange they don't tell you! I guess I will have to wait and see what the replacement is like. Hopefully all fine, if not then I will see again.
I have been left unhappy and little confused with the current situation, so I have just phoned them again and am now waiting on a call about an exchange instead. ray:
ray:On another note my glasses from TPS have just been posted, for some reason they wanted to know what TV I had first! :O
Still no happy resolution after about five phone conversations later! I am not happy at all especially because I have been told by different people that I could swap. Now waiting on another call, not happy! |(
Oldboy
Well-known member
gel said:
Did you buy online or in store mate?
Only reason I ask is that if you bought in store you could go in there and explain the situation to hopefully speed up a satisfactory resolution. If it was online then I would be noting down the names of the people I spoke too and in your situation I would now want just one person to deal with it and have their direct number.
It's very unusual for John Lewis to mess people around so stick with it for now but if the next call still leaves you frustrated I would advise speaking to someone higher up and bypassing customer services entirely. That has almost always worked for me as you deal with one person and not the next random bod on the end of the phone.
Got everything crossed for you though gel...after all the hassle I would be aiming for a VT65
ray:Oldboy said:gel said:
Did you buy online or in store mate?
Only reason I ask is that if you bought in store you could go in there and explain the situation to hopefully speed up a satisfactory resolution. If it was online then I would be noting down the names of the people I spoke too and in your situation I would now want just one person to deal with it and have their direct number.
It's very unusual for John Lewis to mess people around so stick with it for now but if the next call still leaves you frustrated I would advise speaking to someone higher up and bypassing customer services entirely. That has almost always worked for me as you deal with one person and not the next random bod on the end of the phone.
Got everything crossed for you though gel...after all the hassle I would be aiming for a VT65
Cheers mate. I am talking to one lady in management now and she is going to listen to my previous telephone conversation with people to see what was said and promised and then come back again. Next step will be going in the shop, and yep bought it from the Milton Keynes store.
What annoys me as well is John Lewis have done their decisions without even talking to me about it and they have said they would let me know each time! They just went ahead and ordered a new screen and did not even discuss this with me! Not good! |(
bigboss
Moderator
Well, John Lewis is well within its rights to do that. As per the warranty terms, a repair is the first port of call.
bigboss said:
This probably sounds harsh (I don't mean it to), but as BB says, JL has a responsibility to make sure you have a working GT50, and not a brand new (higher specification) television. When talking about a replacement, do you mean another GT50, or a brand new VT65?
None of that means you should be happy about your television developing a fault; and you're of course right to demand that your TV works properly.
On the 3D glasses front, TPS optimise their specs to work with different televisions. Craig at TPS will talk you through this if you're not sure how to set the glasses up. It's actually very straightforward; and you only need to select the correct viewing mode the first time you use the glasses. After that they work normally (i.e. you just turn them on and off). I was a bit sceptical about this, but it does make a difference. I couldn't begin to tell you why.
strapped for cash said:
Yep, what I would like to happen is a swap for a VT65 now because I have had three GT50's already and now another problem!
I wondered why TPS asked that question! I haven't got on with my 3D experience though, the glasses were good though but got a bad headache from doing it.
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