John Lewis "never knowingly undersold policy" on tv's

23
Found 23rd Sep 2010
I was trying to get John Lewis to price match this lcd in comet
secure.comet.co.uk/web…Id=.

I reciever a letter from John Lewis this morning saying the would not price match the tv because it would cost an extra £129.99 to upgrade to a 5 year guarantee at comet, therefor John Lewis were cheaper. I belief was that John Lewis just price matched the tv then put the 5 year guarantee on top for free, I have just called the store to explain why I thought their descision not to price match was wrong to be told policy changed on 6th sept to include what it would cost you to take out a 5 year guarantee

23 Comments

Banned

Tell them you are buiying a TV and knew all about the sale of goods act and the law in respect of selling unnecessary warrantees.

But it doesnt surprise me either way. John Lewis are a rule unto themselves.

Just try a different store to you and via Fax giving your mobile numer as a point of contact. You'd be surprised at how different stores do things. Not all are ass holes.

That is poor. Disappointed with them as I have not had any problems. Is this a new game they are playing putting a longer guarantee on to keep the cost up. They will definitely lose their trust with customers if they play games like that.

Raises some interesting questions this one....

If JL are selling the TV, and 'giving' a 5 yr warranty Free of Charge, then surely when they price match, they should be price matching TV Cost versus TV Cost, (ie. what they sell for against what the competitor sells for).

However if JL are now saying that the price they sell the TV for is NOT the price of the TV, but is the price of the TV + 5yr warranty, then does that mean that if you want the TV WITHOUT the warranty they have to sell to you at a lower price?

You see if the warranty is FREE, then the price matching should still apply, (although I guess they may be wriggling out of it saying that you have to compare "like-for-like", including any warranties)

JL always empathise how they offer FREE 5 year guarantee on all their tv's, but when you want to price match they take into consideration the competitors cost of a 5 year guarantee, which is silly because you paying for the cost of just the TV, the 5 year guarantee should be FREE

In my experience JL will use any excuse to get out of a price match.

Original Poster

Like for like including any warranties is exactly what their saying.

megalomaniac

In my experience JL will use any excuse to get out of a price match.



Can't say that I blame them, I can see why they would price match a tv but to expect them to price match and throw in a 5 year warranty is asking a lot imo.

They have obviously been stung by their price matching and are now restricting it.

Problem is that without price matching JL TV's are usually way over priced.

It was only a matter of time before they did this. Shame as I used to like the battle of wills I played with their undersales team!

John Lewis Price Match Leaflet
Edited by: "thehitman" 23rd Sep 2010

Banned

greg_68

Can't say that I blame them, I can see why they would price match a tv … Can't say that I blame them, I can see why they would price match a tv but to expect them to price match and throw in a 5 year warranty is asking a lot imo.They have obviously been stung by their price matching and are now restricting it.



How are they being stung? If you want to claim you are "never knowingly undersold" then you should honour that policy or stop using it. As far as the warranty is concerned, its free and isn't compulsary to purchase in a different store chain, so they are moving goalposts.

Hopefully they will lose custom.

Banned

thehitman

It was only a matter of time before they did this. Shame as I used to … It was only a matter of time before they did this. Shame as I used to like the battle of wills I played with their undersales team!John Lewis Price Match Leaflet



So all stores should start claiming they are cheaper than anyone else and insert stupid conditions!

We wrap ours with John Lewis Gift Paper..... there you go sir, that shop that's selling it with a 5 year warrenty included at half of price of ours, doesnt have the JL gift paper..... sorry we can't honour it.

The only reason people buy TV sets from John Lewis and price match is for the warrenty. Take that away and people will buy elsewhere. Good stuff I say. John "Always more Expensive" Lewis will lose out.

Banned

Thinking further on this........

I sounds now like they are admitting their prices are higher than elsewhere because they ARE SELLING YOU A WARRENTY in the price.

Illegal I'd have thought to be forced to buy an extended warrenty?

guv

So all stores should start claiming they are cheaper than anyone else and … So all stores should start claiming they are cheaper than anyone else and insert stupid conditions!We wrap ours with John Lewis Gift Paper..... there you go sir, that shop that's selling it with a 5 year warrenty included at half of price of ours, doesnt have the JL gift paper..... sorry we can't honour it.The only reason people buy TV sets from John Lewis and price match is for the warrenty. Take that away and people will buy elsewhere. Good stuff I say. John "Always more Expensive" Lewis will lose out.



It was a great policy they used to have and they just keep diluting it. They'll realise they made a mistake when they have huge stocks of electrical items they can't shift.

Now where can I get me some of that JL gift paper...

John Lewis CS has really taken a nose dive recently.

plus they can only match with a like for like warranty, so that takes the comet/Currys/PCworld cover out of the equation, as it also covers accidental damage and JL's doesnt.
not a like for like.

so now are they only gonna match against other people doing a free 5 year?

greg_68

Can't say that I blame them, I can see why they would price match a tv … Can't say that I blame them, I can see why they would price match a tv but to expect them to price match and throw in a 5 year warranty is asking a lot imo.They have obviously been stung by their price matching and are now restricting it.



Can't blame them for trying to worm out if a promise they made or can't blame them for wanting to turn away all the extra business price matching + the 5yr warranty has brought them?

Anyhoo, back to the original point.....on TV's the sale of goods act has you covered against defects/faults well beyond the usual 12 months on an item like a TV as does EU directive 1999/44/EC. So the guarantee argument is largely moot anyway.

megalomaniac

Anyhoo, back to the original point.....on TV's the sale of goods act has … Anyhoo, back to the original point.....on TV's the sale of goods act has you covered against defects/faults well beyond the usual 12 months on an item like a TV as does EU directive 1999/44/EC. So the guarantee argument is largely moot anyway.



I think Richer Sounds have the right approach and will probably benefit from John Lewis. The leaflet they provide with their receipts refers to the Sales of Goods Act 1979 and your rights to claim a replacement or repair for up to 6 years.

My recent experiences with them have been much more fruitful than dealing with John Lewis.

the sale of goods act is not and never will be a warranty.
you have to be prepared to get independent engineers reports and possibly even go to court to fight your battle.
is it worth it?

only if you're really that petty and that much of a skinflint.

want service? pay for it.

you get what you pay for. if you dont pay for something and it fails you, you got no come back

guv

.The only reason people buy TV sets from John Lewis and price match is … .The only reason people buy TV sets from John Lewis and price match is for the warrenty. Take that away and people will buy elsewhere. Good stuff I say. John "Always more Expensive" Lewis will lose out.


I don't think they will lose out though - I'd guess the majority of people who have price matched aren't regular John Lewis customers. Most of the buyers shop there because they're not too bothered getting decent price and like the customer service. JL won't be bothered losing those "nuisance" customers who try and get a cut price..........

As for their slogan - I completely agree that its a lie but the supermarkets especially Tesco (their double the difference policy) are just as bad......

slackrat77

the sale of goods act is not and never will be a warranty.you have to be … the sale of goods act is not and never will be a warranty.you have to be prepared to get independent engineers reports and possibly even go to court to fight your battle.is it worth it?only if you're really that petty and that much of a skinflint.want service? pay for it.you get what you pay for. if you dont pay for something and it fails you, you got no come back



Further down the Richer Sounds leaflet it pretty much states that the Sale of Goods Act is not the same as a warranty and why it would be advisable to get one of theirs.

I would totally agree that if you want service to pay for it. At the same time if there is an item that has an inherent fault that affects a large batch then that should be something covered regardless of warranty. Unfortunately not all warranties are the same but not many people know that and think they are covered for everything but haven't read the small print.

how many people just buy a warranty without reading the T&C?

how many people even ask for a copy before buying?

in the JL free guarantee it states that you may have to pay for any repairs yourself and then claim money back from JL.
that to me is totally unacceptable.
why bother having a warranty?
how long does it take to get the money back?

considering how long it takes them to do a price match, which is usually a few days, then they get in contact and say its OK for you to come and buy now.

why cant they just do it on the spot?
ring the other retailer, ask price and availability, discount the product.

making the customer wait is part of why i dont like JL, they're posh, snobby and poncey.
exact opposite of most DSG stores, which are pushy, untrained and ignorant.

I'm mot fully understanding this. If I wanted the TV with no warranty, why won't JL honor the price match?

Sloth/Mod

I like John Lewis
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