John Lewis extended warranty can be a problem

Im_Nanny_Ogg

Thanks so much for the reply, I didn't expect one after all this time. You did lose the form but I completely agree that they would have had a record themselves. I consider firms like PC World/Currys etc for example to be little above licenced cowboys when it comes to customer service and yet even though I've lost forms/receipts in the past, they've managed to come up with a record of the transaction and associated offers.

My own experience is that I bought two Samsung Galaxy Note 10.1 tablets online at a cost of over £800 and I also bought all singing and all dancing extended warranties. After only 3 months BOTH tablets wouldn't charge any more. I was staggered to find that although I had picked up the tablets from my local (very near) Waitrose I had to return them for repair to my nearest John Lewis store, which is more than a two hour round trip drive away. For drop off and collection it took more than four hours and cost over £50 in petrol (large 8 seater, I have lots of children). After agreeing by telephone to refund the cost (not including my time) they refused to refund the second journey to collect.

They also wiped everything from the tablets, despite assuring me that they wouldn't do this as, 'It's only a battery problem that we're aware of'. This means hours of unsaveable things such as games have been lost, not to mention the cost of the paid for ones. Had they told me they'd wipe the tablets, after such a short period I would never have accepted a repair but would have insisted on replacements.

I assumed that buying online and collecting from a local store would have meant that any repair would be effected in a similar manner - no-one told me that Waitrose was fine to collect the goods from when they wanted to make it easy for me to buy yet not fine to use to return faulty items - disgusting.

I chose John Lewis because I believed that their customer service was second to none, I'll never buy from the again now and will make sure as many people know about this as possible, your experience included.

I'm off to do battle now, there's no way I won't make them pay for my costs and since the refusal to refund the return leg, I'll ask for time costs as well now. More than happy to take them to court - why should I be out of pocket at all? Especially since I'd purchased the amazing warranty and the items were only three months old.

I'm shocked that John Lewis treated you this way and really annoyed, I'm sorry that you were treated like this , it makes me so angry.

jumpedtheshark

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.

Are you kidding me? I know this is an old saga, but you were lucky to get anything from John Lewis. The problem you had was with AEG's warranty, yet you kept talking about how John Lewis should have had a record of AEG's warranty. If you ask me, John Lewis went above and beyond even splitting the cost with you. In theory, you could have sued JL under the SOGA 1979, but you'd have needed an expert report that said the fault was inherent.

grayme-m

Im_Nanny_Ogg wrote: »

...I'm off to do battle now, there's no way I won't make them pay for my costs and since the refusal to refund the return leg, I'll ask for time costs as well now. More than happy to take them to court - why should I be out of pocket at all?...

You may want to check where you stand legally before you go too far into battle.

Why didn't you post them back to save time and money?

Money-Saving-King

Im_Nanny_Ogg wrote: »

I had to return them for repair to my nearest John Lewis store, which is more than a two hour round trip drive away. For drop off and collection it took more than four hours and cost over £50 in petrol (large 8 seater, I have lots of children)

Could it not have been posted?

Just seen the above post. Exactly though. You chose this method of returning, are you sure you're ready to go to court and "do battle"?

Im_Nanny_Ogg

Money Saving King, I didn't choose to drive back, I was so annoyed at using this method. I phoned JL asking how I could have the item repaired and they told me that I had to take it to my nearest store. I'd have posted it happily and in fact requested this - this was the expected method because I'd bought the items online and therefore thought that they'd either go back by post or by my delivering them to my nearest Waitrose, which was the way I'd collected them in the first place.

When they said I couldn't return to Waitrose (why not, if I collected this way??) I immediately asked for a postal option, which was refused.

I had no idea that to obtain a repair on two faulty items only 3 months old, the only option available to me would be for me to drive for hours, at considerable cost.

vyle

Did you call the website or a branch?

Im_Nanny_Ogg

Vyle, I called John Lewis repair service, googled via customer service.