John Lewis extended warranty can be a problem

LDowding

vyle wrote: »

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?

Yes I have contacted AEG. The warranty is with John Lewis NOT AEG. It is the company you purchased the goods from, NOT the manufacturer that has a legal responsibility to sell goods that are fit for purpose and not faulty within a reasonable time.

vyle

LDowding wrote: »

Yes I have contacted AEG. The warranty is with John Lewis NOT AEG. It is the company you purchased the goods from, NOT the manufacturer that has a legal responsibility to sell goods that are fit for purpose and not faulty within a reasonable time.

Check that I wrote again:

I said that if you're pursuing the SOGA (i.e. the legal thing) then JL are the people to sue, because they sold the item.

If you were using the free AEG extension, which is with AEG, not JL, then AEG are the people to talk to.

Warranties and the SOGA are different things.

LDowding

Wow. Slowly getting somewhere with John Lewis. I think.

I got a call from John Lewis during the week. Called their service centre back and was told that I needed to speak to a John Lewis escalation manager. However, following their new, awesome customer support that takes months process, the managers only work normal office hours.

Guess what. So do I! It's very difficult to call them and I waited during lunch forever on the phone on hold. John Lewis call centre nightmare.

Finally got my partner to ask John Lewis support to call me on my mobile. John Lewis said they would do it asap. 2 days later, and no call.

I remember watching a TV programme where John Lewis decided to consolidate all their support into the classic call centre. Slowly but surely it looks like John Lewis's reputation is being eaten away. What a shame.

Still, the hob is randomly turning on and off - mostly off. So I may be able to get some peas cooked tonight, or perhaps John Lewis would prefer my kids to eat take away.

My massive saga continues.

dvinell

I have the same oven, and a similar problem.

It's the D98000VFM, and the first time I noticed anything wrong was at about 11 months old, when a pan bubbled over a bit, and the hob shut down with various error codes. After turning it off for a while, it reset itself and worked fine for another 6 months.

Now it's 18months old, and the hob has failed completely. I removed the hob to see if was anything obvious, and it's quite clear to see what has happened:

- On the left hand side, top, and upper right hand side of the hob glass, it it nicely bonded to the stainless steel with some brown sealant. On the right hand side front corner, it is not: there is almost no sealant, and I can press the corner glass away from the stainless steel with one finger.

- So, all this time, any minor spillage has been dripping down on to the right hand corner of the PCB, which has now died.

I didn't take out a 5 year warranty, but shouldn't a £950 cooker last longer than 18 months?

DCFC79

LDowding wrote: »

Wow. Slowly getting somewhere with John Lewis. I think.

I got a call from John Lewis during the week. Called their service centre back and was told that I needed to speak to a John Lewis escalation manager. However, following their new, awesome customer support that takes months process, the managers only work normal office hours.

Guess what. So do I! It's very difficult to call them and I waited during lunch forever on the phone on hold. John Lewis call centre nightmare.

Finally got my partner to ask John Lewis support to call me on my mobile. John Lewis said they would do it asap. 2 days later, and no call.

I remember watching a TV programme where John Lewis decided to consolidate all their support into the classic call centre. Slowly but surely it looks like John Lewis's reputation is being eaten away. What a shame.

Still, the hob is randomly turning on and off - mostly off. So I may be able to get some peas cooked tonight, or perhaps John Lewis would prefer my kids to eat take away.

My massive saga continues.

have you tried using the email address in post 21

LDowding

Well, finally a resolution. After many weeks John Lewis arranged for an engineer to visit who found an electrical fault (wiring) and fixed it. (Why the wiring was faulty is anybodys guess).

John Lewis then went halves with me (they offered which was nice) which seemed fair as the oven was used.

Thanks John Lewis - finally redeemed.

Im_Nanny_Ogg

I know this all happened a while ago, but I'm having problems with John Lewis' warranties and wanted to say that I was confused by why you felt JL were kind in going halves?

Surely, you were entitled to the whole repair, free of charge??

sabretoothtigger

He lost the form for the extended warranty is how I read that. A compromise seems fair enough

LDowding

I did lose the form, but John Lewis would have had a record. I just won't be buying any white goods from them ever again.

ILW

LDowding wrote: »

I did lose the form, but John Lewis would have had a record. I just won't be buying any white goods from them ever again.

They will probably fold in the next few weeks then.