John Lewis extended warranty can be a problem

pingua

Oh, sounds like a good result.

We bought a washing machine from J.L with a 3 yr cover on it. It started going wonkeywith the spin so I phoned them up and they confirmed that yes still under the cover - We were not sure when we bought it or if indeed it was 2 or 3 yr we took out at the time. Anyway. The man comes to have a look at it. Then being quite rude about it all says there was no problem. So fair enough. But he then gets me to sign his sheet on which it said he had done all these tests and replaced some part ????? Which he had not - I was there. So I kind of said to him 'whats all this' and he said well as he could find no fault if he did not put 'a fault' down - which he reapired we would have to pay for him to have come out????

I did not know what to make of this. So would we have been made to pay for it or was he just wanting a bit extra somehow??

vyle

pingua wrote: »

Oh, sounds like a good result.

We bought a washing machine from J.L with a 3 yr cover on it. It started going wonkeywith the spin so I phoned them up and they confirmed that yes still under the cover - We were not sure when we bought it or if indeed it was 2 or 3 yr we took out at the time. Anyway. The man comes to have a look at it. Then being quite rude about it all says there was no problem. So fair enough. But he then gets me to sign his sheet on which it said he had done all these tests and replaced some part ????? Which he had not - I was there. So I kind of said to him 'whats all this' and he said well as he could find no fault if he did not put 'a fault' down - which he reapired we would have to pay for him to have come out????

I did not know what to make of this. So would we have been made to pay for it or was he just wanting a bit extra somehow??

If no fault is found, you're liable to pay for effectively wasting their time and money. I guess signing to say he's fixed a fault means he still gets paid (well he would anyway) and you don't have to pay.

bromleymum

vyle wrote: »

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?

Sorry for the delay in getting back to you.

To try to make it clear....when I purchased the kitchen I eventually opted for the AEG oven as John Lewis were promoting it with a free 5 year guarantee. Therefore there were never any payments to make otherwise I'm sure I would have been more efficient with the policy paperwork.

I also purchased about 7/8 different kitchen items at the same time and all were covered by a 2 or 3 year guarantee. I was not really aware of who was actually behind the various insurance policies as I always assumed that I would receive excellent customer care service from John Lewis. Stupid? Yes....but being as half the back of my house was being rebuilt I had other priorities at that time.

So, when I received the kitchen everything was covered. I remember checking that.

I then had a repair to the oven within the first two years and John Lewis sent someone out and repaired it very efficiently.

After two years I started to receive paperwork reminding me my policies on some items were about to expire and would I like to renew?

During one of these phone calls I just happened to ask for a list of what was covered and when the policies expired and noticed the oven was missing from the list (actually there were others as well but they've never gone wrong so I don't want to tempt fate). After a few more phone calls backwards and forwards between the Bluewater store and the insurance company I was assured that the paperwork was now forwarded on to the insurance company from the store and my records were up to date. I could never get to the bottom of how my records were incomplete as the insurance company kept saying they had never received the paperwork but they must have done to authorise the original repair. They were perplexed.

Fast forward a couple of years and whilst needing a repair to my JL dishwasher I just had a hunch to check again and now there was an oven/fridge freezer (not sure) on my records but completely the wrong one. Cue lots of phone calls that got nowhere and promises that someone would ring me (never did) and eventually I figured that as the 5 years was nearly up the oven would be fine anyway so decided to leave it.

Another couple of months down the line and I now have a faulty oven that, although isn't on my records, would normally be out of the usual guarantee period anyway and I haven't any proof that it had a 5 year warranty on it anyway so I'm going to e mail the address given a few posts above and keep fingers crossed.

I will keep you posted.

Meadows

LDowding wrote: »

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?

Was this a free warranty, did you never received documents back when filling in the form?
I had to fill in a form for both my AEG Fridge & Freezer, after a few weeks I received warranty documents back for them both.

vyle

bromleymum wrote: »

Sorry for the delay in getting back to you.

To try to make it clear....when I purchased the kitchen I eventually opted for the AEG oven as John Lewis were promoting it with a free 5 year guarantee. Therefore there were never any payments to make otherwise I'm sure I would have been more efficient with the policy paperwork.

I also purchased about 7/8 different kitchen items at the same time and all were covered by a 2 or 3 year guarantee. I was not really aware of who was actually behind the various insurance policies as I always assumed that I would receive excellent customer care service from John Lewis. Stupid? Yes....but being as half the back of my house was being rebuilt I had other priorities at that time.

So, when I received the kitchen everything was covered. I remember checking that.

I then had a repair to the oven within the first two years and John Lewis sent someone out and repaired it very efficiently.

After two years I started to receive paperwork reminding me my policies on some items were about to expire and would I like to renew?

During one of these phone calls I just happened to ask for a list of what was covered and when the policies expired and noticed the oven was missing from the list (actually there were others as well but they've never gone wrong so I don't want to tempt fate). After a few more phone calls backwards and forwards between the Bluewater store and the insurance company I was assured that the paperwork was now forwarded on to the insurance company from the store and my records were up to date. I could never get to the bottom of how my records were incomplete as the insurance company kept saying they had never received the paperwork but they must have done to authorise the original repair. They were perplexed.

Fast forward a couple of years and whilst needing a repair to my JL dishwasher I just had a hunch to check again and now there was an oven/fridge freezer (not sure) on my records but completely the wrong one. Cue lots of phone calls that got nowhere and promises that someone would ring me (never did) and eventually I figured that as the 5 years was nearly up the oven would be fine anyway so decided to leave it.

Another couple of months down the line and I now have a faulty oven that, although isn't on my records, would normally be out of the usual guarantee period anyway and I haven't any proof that it had a 5 year warranty on it anyway so I'm going to e mail the address given a few posts above and keep fingers crossed.

I will keep you posted.

If you can find your original receipt it should say something like "this item is covered by X years warranty" or whatever.

I don't know how large electrical works, but I know that on my department, if there are any extended guarantees (such as D link had an 11 year guarantee) that aren't charged as extra, then they're manufacturer specific and would be dealt with through the manufacturer itself.

Whatever is on your receipt will be your standard warranty, but like I said, Large Electrical may be different. Did you get anything sorted out with the customer rep?

Mr.Harley_Quin

"Hello, I would like to speak with the manager please."

"That is OK. I will wait until he is free."

Do that on a Wednesday morning and all will be well.

grayme-m

pingua wrote: »

Oh, sounds like a good result.

We bought a washing machine from J.L with a 3 yr cover on it. It started going wonkeywith the spin so I phoned them up and they confirmed that yes still under the cover - We were not sure when we bought it or if indeed it was 2 or 3 yr we took out at the time. Anyway. The man comes to have a look at it. Then being quite rude about it all says there was no problem. So fair enough. But he then gets me to sign his sheet on which it said he had done all these tests and replaced some part ????? Which he had not - I was there. So I kind of said to him 'whats all this' and he said well as he could find no fault if he did not put 'a fault' down - which he reapired we would have to pay for him to have come out????

I did not know what to make of this. So would we have been made to pay for it or was he just wanting a bit extra somehow??

Sounds wrong to me, he's probably charging for those parts...

bromleymum

vyle wrote: »

If you can find your original receipt it should say something like "this item is covered by X years warranty" or whatever.

I don't know how large electrical works, but I know that on my department, if there are any extended guarantees (such as D link had an 11 year guarantee) that aren't charged as extra, then they're manufacturer specific and would be dealt with through the manufacturer itself.

Whatever is on your receipt will be your standard warranty, but like I said, Large Electrical may be different. Did you get anything sorted out with the customer rep?

Nothing on the receipts I'm afraid. The receipt is very detailed about models, costs, colours, dimensions but has absolutely zero information about insurance.

I was buying the entire kitchen from John Lewis so everything was initially covered via their own preferred insurers. I did fill in some warranty card and send it off but did not appreciate that I should have received additional paperwork from yet another company to confirm the 5 year warranty.

TBH I'm cross with myself for missing this but on the other hand think that how hard would it be for John Lewis to cross reference my purchases and help me out.

Emailed the customer rep last night so don't expect to hear until the next week.

LDowding

Well Christmas plans where ruined as we couldn't cook at our house as John Lewis where proving to give poor service.

Took some legal advice and contacted consumer direct gov uk who also thought we should be covered and suggested we give them another chance and send a templated letter.

A couple of weeks later (a week or so ago), we where contacted by John Lewis - Bina Kantaria - John Lewis Customer Excellence Manager. She was very polite and told us she would be writing to us shortly.

As yet. Nothing. Due to some new bedroom furniture soon. In the past we always started with John Lewis. Not much chance of that now.

vyle

LDowding wrote: »

Well Christmas plans where ruined as we couldn't cook at our house as John Lewis where proving to give poor service.

Took some legal advice and contacted consumer direct gov uk who also thought we should be covered and suggested we give them another chance and send a templated letter.

A couple of weeks later (a week or so ago), we where contacted by John Lewis - Bina Kantaria - John Lewis Customer Excellence Manager. She was very polite and told us she would be writing to us shortly.

As yet. Nothing. Due to some new bedroom furniture soon. In the past we always started with John Lewis. Not much chance of that now.

So in summary: You bought a cooker and sent paperwork to AEG for the extended warranty (you haven't ever clarified which form or who you sent what to) but as that model has a free extension offer by redemption through AEG it's fair to assume that's what you used. That isn't a JL offer, that's something AEG are doing, so if you want to pursue anything warranty related, it isn't JL's problem. If you're pursuing legal action through the SOGA though, then JL are the people to sue, but they have nothing to do with that warranty form. It's not THEIR extended warranty, it's entirely external. That'll be why they can't find any info on their records. Have you tried contacting AEG?