Hello, yes by the looks of the other reviews on here I have also joined the club, I would give them zero stars if possible , late last year purchased a new Sony smart TV paying just shy of £1000, with the 5 year guarantee I felt quite relaxed in the knowledge that I had made a sound investment, I was wrong ! the smart TV is now just a TV , the apps freeze and crash and do not work on almost a weekly basis , I have ruled out my broadband as being the problem , the software is up to date , now you would think John Lewis would be perfectly reasonable in providing a replacement TV or issuing a refund considering this TV is only a few months old, not even quoting the consumer rights act 2015 makes one iota of difference to them . There response quite unbelievably is that the guarantee doesn't cover the software and they just palm me off to the manufacturer to either give me technical advice (Waste of time) or would send an engineer to visit my home DURING THE PANDEMIC AND TAKE MY TV AWAY FOR TEST WITHOUT A TEMPORARY REPLACEMENT ! Please don't make the mistake that I and so many others have and purchase anything from John Lewis . UPDATE !!! Following this review I had posted above I had a response from John Lewis customer service asking if I could share the facts with them again so they can review there own response, finally some common sense & progress I thought, how wrong I can be as they simply used the opportunity to slap me in the face with there initial hard line stance! Just shows the poor communication within the company 'the tail wags the dog ' , they continue to quote the small print which of course is always hidden when the salesperson is helping you in the showroom. Below is part of there response , you definitely don't see this in large letters next to there 5 Year Gaurantee stickers. "Many products, such as electrical goods, are offered with a manufacturer's guarantee or sold with a manufacturer's warranty that often lasts for one year. Guarantees and warranties are a contract between you and the manufacturer, and the manufacturer must do whatever it says it will do in them. Usually this will be to repair or replace a faulty item. Retailers will sometimes contact the manufacturer on your behalf, but they are not obliged to do so. If the product is within its guarantee period, check to see if the guarantee offers a refund in your circumstances. If it doesn't, you could still contact the manufacturer, explaining the problem and asking if it will give you a refund."