John Lewis extended warranty can be a problem

LDowding

Is this going to be a law which ends up being impossible to prove in most cases. How can someone prove that an electric part on white goods was faulty at manufacture?
John Lewis are usually fantastic at this sort of customer problem. Let's see if they live up to my expectation.

High__Flyer_2

You can prove it by getting an independent engineers report.

LDowding

That's going to cost. Currys do a repair service for ovens for £100, all parts included.

LDowding

Well, John Lewis say they can't help me and are being fair in doing so.

John Lewis say that EU Law is not their expertise so can't help. What! Sales of Goods act sounds foggy but John Lewis saying they can't help as they don't know the law seems a bit mental.

If the AEG oven I bought from John Lewis had already been faulty, i.e. a known problem (which it did do a year ago but seemed to just fix itself after a few days) then they could help.

So am I being unreasonable to think that a £1000 oven should not go wrong after nearly three years and that John Lewis should just hold their hands up and say 'not our problem'?

If you are considering buying an AEG 98000VFM from John Lewis - my advice is - think again and buy a different brand.

go_cat

Did you sort out the fact you had paid for an extended warrenty? if so have you chased up that?

deanos

This is a AEG form, have a read of the t+c's

http://www.johnlewis.com/jl_assets/pdf/00997_aeg_jlewis_warranty.pdf

Have a look at point 5 , they accept no responsibility for lost forms

bromleymum

This isn't the Bluewater branch is it?

I spent a lot of money on a kitchen in 2005 including a built in AEG oven which was nearly a £1000. I also filled in a load of paper work and sent it off including an extended free 5 year warranty on the oven being promoted throughout the John Lewis kitchen department.

The oven developed its first fault within 2 years. No problem ... rang John Lewis, still covered under their own 2 year guarantee and the fault was fixed. Fantastic service, quick and efficient.

Two months ago the oven developed another fault with the fan and I rang John Lewis only to be told that they had no paper work saying that I had ever owned the oven, let alone had a 5 year extended warranty. I argued that they had even done a repair on it so the paperwork must have existed at some point but no, we cannot locate any details on that oven.

Their insurance company has no paperwork, the shop has no paperwork, I've got the original receipt but cannot prove that I took out the extended warranty in the first place. I assumed incorrectly that the information would be centrally collated via John Lewis's insurance company but apparently the extended warranties are sent on after the initial 2 years are up.

I feel really let down by John Lewis and have made in excess of 15, calls to sort this out. Everyone I speak to is stumped, ums and ahs, and says they will get back to me. Then I hear nothing and the whole saga starts again.

At some point someone has tried to rectify the paperwork but all they did was add a freestanding AEG fridge freezer to my records that I have never owned.

I now have a very expensive oven that has no fan facility but still, thankfully works as a traditional oven.

John Lewis are driving me potty. Any advice?

LDowding

I reckon it's time for us to write to BBC watchdog.

John Lewis said they had no record of there being a five year warranty on our oven, but their website had it on the other day! Joke.

Sounds like we are having a very similar problem with John Lewis.

vyle

bromleymum wrote: »

This isn't the Bluewater branch is it?

I spent a lot of money on a kitchen in 2005 including a built in AEG oven which was nearly a £1000. I also filled in a load of paper work and sent it off including an extended free 5 year warranty on the oven being promoted throughout the John Lewis kitchen department.

The oven developed its first fault within 2 years. No problem ... rang John Lewis, still covered under their own 2 year guarantee and the fault was fixed. Fantastic service, quick and efficient.

Two months ago the oven developed another fault with the fan and I rang John Lewis only to be told that they had no paper work saying that I had ever owned the oven, let alone had a 5 year extended warranty. I argued that they had even done a repair on it so the paperwork must have existed at some point but no, we cannot locate any details on that oven.

Their insurance company has no paperwork, the shop has no paperwork, I've got the original receipt but cannot prove that I took out the extended warranty in the first place. I assumed incorrectly that the information would be centrally collated via John Lewis's insurance company but apparently the extended warranties are sent on after the initial 2 years are up.

I feel really let down by John Lewis and have made in excess of 15, calls to sort this out. Everyone I speak to is stumped, ums and ahs, and says they will get back to me. Then I hear nothing and the whole saga starts again.

At some point someone has tried to rectify the paperwork but all they did was add a freestanding AEG fridge freezer to my records that I have never owned.

I now have a very expensive oven that has no fan facility but still, thankfully works as a traditional oven.

John Lewis are driving me potty. Any advice?

So was that the john lewis warranty or the AEG warranty?

But yeah, they don't keep paperwork on repairs for ever. It's now all stored electronically, but I don't think that's kept forever.

As for the insurance stuff, every extended warranty claim I've seen, the customer has a confirmation from the insurance provider and a policy number.

How did you pay for the extended cover? Did you ever get any form of confirmation that you'd paid for it? Have you got proof you were charged, and do you know WHO you paid?

Former_MSE_Andrea

Hi

John Lewis customer service team has seen this and asked that we post a statement on their behalf.


hello, we're sorry that you are having issues with the warantee and repair of your oven. Please contact us on email_us@johnlewis.co.uk so that we can look into the matter further.

Thank you

Jaime Seller
Customer Services
John Lewis Head Office