TV or no TV, that was the question

Frankie Masson was fed up with trying to get John Lewis to pick up his faulty TV and have it fixed.

Frankie bought the set three years ago from the retailer’s now-closed Aberdeen store as it came with a five-year warranty.

“Recently, the TV had shown signs of a fault and so we phoned john Lewis to arrange a repair,” said Frankie.

“John Lewis notified their third-party company who operate some 150 miles away to pick it up.”

However, Frankie said that two attempts to collect the TV from his home at Ladysbridge Village, near Banff, were unsuccessful and he was told he would have to wait more than a week until another collection slot became available.

“Given I’d tried twice to arrange a repair and been let down and the fact that it could take up to 28 days for repair once the TV was eventually picked up, I phoned John Lewis to complain,” said Frankie.

“I spent the best part of an hour – mostly on hold – only to be told that it was either arrange another appointment with the repair company, or nothing.

“Our local branch where we bought the TV has been closed down so there wasn’t even the option of driving to it ourselves.”

Frankie wrote to Raw Deal for help and within days John Lewis had arranged to uplift the TV for repair.

John Lewis said: “We are really sorry to hear about Mr Masson’s experience. This isn’t the service we strive to provide.

“We are in contact with Mr Masson directly to rearrange collection of the television for repair as soon as possible, and when convenient for him.”