I was without the tv for 4 weeks. today I got a call from the director department at John Lewis. I emailed Sharon white and they got in touch. finally seen sense and they are sending me my new replacement tv on Tuesday! thank you for your help.

They told me about the warranty all via phone call so nothing written as yet. I have emailed the senior management team and if that comes to nothing I will ask them to provide written details. here is the full tv warranty claims detail. The paragraph I am referencing is the last paragraph of the product faults section. Guarantees | Customer Services | John Lewis & Partners WWW.JOHNLEWIS.COM Contact our customer services team if you need help shopping with us If the email I sent has little fruit I would like to be in a position for assertive action. Any help and advice on drafting letters of intent etc would be greatly appreciated thanks.

Yes the warranty is a five year warranty and they are adding extra “caveats” around the warranty. they are saying the equivalent is based on only certain criteria like screen size. Which doesn’t count for oled vs led. Hardly an equivalent. they also don’t understand the last line of that paragraph. They said the equivalent or the cash price on a gift card, means an equivalent or the market value selling price of my tv. Which is not even close to how I understand it. as you say, a slam dunk, they just need to understand what the warranty they agreed to says. that’s where I am at now, trying to escalate to find someone who actually understands what their obligation is. The warranty was the standard John Lewis five year tv warranty sold with all new models. No payment for the warranty was made.

Thank you. They do the same model (just the latest variant) that is what I would class as the “equivalent”

I purchased a LG OLED 65” TV for £1899 in February of 2021. The tv has been deemed “beyond economical repair” I understand that under my consumer rights a partial refund based on my use etc etc. they have offered me the alternative of an LED Sony Bravia TV, or £1,499. Under consumer rights this may be a good offer. However their warranty goes above and beyond consumer rights. Here is the warranty excerpt in full: If we can't repair your product, we'll replace it with the same model, or a model with an equivalent specification, in a small number of cases this may be a manufacturer approved refurbished or a remanufactured unit. If no equivalent product is available, we'll either offer you the nearest equivalent specification or its selling price value refunded on a John Lewis E-gift card. The maximum refund will be the price you paid. Regardless, we'll always do our best to make sure you're satisfied with the outcome. Looking at a warranty claim and not CRA, they are saying the following: The equivalencies of the TV are based on certain markers, like screen size, none of which are clearly highlighted in any of the warranty documentation. They go on to mention that the sentence “nearest equivalent or its selling price value” means the current market price of my old TV set. not sure if they have some special glasses on but none of what they are saying makes any sense to me. Am I right in saying that the terms of the warranty are whatever is stated clearly upon purchase? if they have not identified terms of the warranty contract, could it be classed as misleading, or the contract of sale be null and void, therefore meaning that I should be reimbursed in full. Many thanks in advance for your help. Rusty.