John Lewis extended warranty can be a problem

LDowding

We buy all our white goods from John Lewis as they have an extended warranty and usually their customer service is awesome.

Word of warning. We bought a £900 oven from John Lewis AEG D98000VFM electric cooker. It came from John Lewis with a form which extended the warranty to 5 years, so I filled it in and sent it off.

The oven is now nearly three years old and the hob has an intermittent fault (it turns itself off). I contacted John Lewis who told me I had to contact a promotion company that managed the John Lewis extended warranty offer (which I believe John Lewis are still offering).

The company said that although they have a record of our John Lewis tumble dryer they don't have one of our oven and we need to talk to John Lewis.

I reckon this is not going to end well for us. Money is tight nowadays and I feel let down by John Lewis already.

Anyone have a suggestion?

go_cat

Was it a warrenty you paid for to entend?
Have you a receipt for this?
If so take these into Jl and ask them to chase it for you

cyberbob

LDowding wrote: »

Anyone have a suggestion?

Speak to John Lewis

vyle

If you filled in the form to extend the warranty and sent it off, that'll be one that you pay for. How did you pay for them?

If you've been billed twice, you'll have proof of having extended both warranties.

Take any proof you have to your nearest store and they should be able to sort it out.

geo555

John Lewis products are covered by London General Insurance Company

AEG have warranty offers covered by Domestic & General.

Contact Domestic & General.

vyle

geo555 wrote: »

John Lewis products are covered by London General Insurance Company

AEG have warranty offers covered by Domestic & General.

Contact Domestic & General.

Ah that's a point. I have some AEG stuff which came with its own 5 year warranty extension form.

OP, was it a john lewis form or AEG you filled in?

LDowding

Good question. Now I have an oven that's not fit for purpose and I am starting to be given the round-around. John Lewis customer support are pretty good at getting back to be fair.

However, John Lewis told me to contact AEG, AEG John Lewis Team told me to contact Domestic and General (they manage extended warranty stuff). I have already done that.

Here we go. How long until I can cook again?

vyle

Tbh I'd go to your nearest JL armed with all the paperwork you have and get them to get to the bottom of it.

If you've been charged for the warranty you'll have a receipt or something as proof on a bank statement. Let JL ring D&G and see where they get.

LDowding

Chris Warner, consumer lawyer at Which?, said: 'While it is true that the EU consumer rules mean stores should repair or replace an item that breaks inside two years, the Sale of Goods Act affords consumers protection up to six years from the date of purchase.

Basically the sale of Goods act says that if you buy something expensive and it breaks down within 6 years and hasn't been used a ridiculous amount, the company you bought it from has to repair or replace it.

My partner spoke to John Lewis after they called home (which is good customer service) (now it's my turn) and apart from being talked over quiet a lot, they support staff didn't know the law (or so it seems).

It's getting closer and closer to Christmas. Hope John Lewis get it together soon!

vyle

LDowding wrote: »

Chris Warner, consumer lawyer at Which?, said: 'While it is true that the EU consumer rules mean stores should repair or replace an item that breaks inside two years, the Sale of Goods Act affords consumers protection up to six years from the date of purchase.

Basically the sale of Goods act says that if you buy something expensive and it breaks down within 6 years and hasn't been used a ridiculous amount, the company you bought it from has to repair or replace it.

My partner spoke to John Lewis after they called home (which is good customer service) (now it's my turn) and apart from being talked over quiet a lot, they support staff didn't know the law (or so it seems).

It's getting closer and closer to Christmas. Hope John Lewis get it together soon!

Ooh you're getting a bit confused there. After six months, you have to PROVE that the item was inherently faulty, in that it was faulty at manufacture.

If it is proved that it is faulty, the seller has the right to either repair, replace, or refund - whichever is most cost effective to themselves.

Did you ever get to the bottom of your extended warranty problem?

LDowding

I guess if it has gone wrong after 2.5 years then there must have been a faulty wire or circuit at manufacture. So yep, reckon it was faulty when made.

The extended warranty. John Lewis don't manage this at all, they send it out to a third party.