John Lewis Faulty washing machine

byrnec25

Hi all,

We've recently had an issues with our JL washer. An engineer came out to inspect it, found several things wrong with it, and decided that it would be uneconomical to repair. The machine is still under 2 year warranty. JL have agreed to replace the machine.

My problem is they are trying to charge us to remove the faulty machine.

Am I wrong in thinking that this is a bit much. We shouldn't be out of pocket for a faulty machine which is under warranty.

This saga has been going on for almost 3 weeks, and we've been left without a washer for all that time.

Where do we stand on this?

Regards

muskoka

Let them replace the machine & you could give the faulty machine to a local scrapman? or advertise it on freecycle? Someone may want it for parts

shaun_from_Africa

Where do we stand on this?

It all depends on what is written into the warranty terms and conditions.
Most warranties are something that is provided in addition to your statutory rights, and as such the retailer or manufacturer is entitled to state terms that might be illegal if they were trying to impose restrictions on your legal rights.

Let them replace the machine & you could give the faulty machine to a local scrapman?

I would be very surprised if JL simply gave a new machine and allowed the OP to keep the old one.

vyle

How many people have told you you'd have to pay for removal of the old one? Because that doesn't sound right. By saying it's been a saga that's run for three weeks, and I right in assuming you've spoken to a lot of people about it?

mrschaucer

Are you saying they won't DISCONNECT it for you? Is this the sticking point? It's easy enough to do yourself. Then all they have to do is load up the old one when they deliver the new. I recently had a problem with a machine from JL and they were extremely helpful in replacing it. Delivery guys couldn't have been nicer.

byrnec25

Thanks for the replies.

We've been told by just one person that we'll have to pay to have the other one removed.

The reason it has taken so long to get sorted is that JL had to send out a guy. Which took a week. Then they sent out a voucher in the post. Which took a few days. Then when we ordered a new one they said the earliest delivery was over a week away.

My housemate went into JL last week, with the voucher they sent us, which was pretty inconvenient in itself, and was told it'll be £25 or something to have the old removed. I was pretty surprised by this and thought I'd find out what others thought before we went back to JL to argue with them.

I haven't even thought about disconnecting the old one, I'm hoping that they'll deal with that.

CoolHotCold

Unfortunately, if you didn't pay for installation then they'll just delver it

vyle

Have a word with their aftersales department and make it clear that it's a replacement for a faulty one. Whoever you spoke to in store may well have been unaware of the full situation.

neilmcl

byrnec25 wrote: »

Thanks for the replies.

We've been told by just one person that we'll have to pay to have the other one removed.

The reason it has taken so long to get sorted is that JL had to send out a guy. Which took a week. Then they sent out a voucher in the post. Which took a few days. Then when we ordered a new one they said the earliest delivery was over a week away.

My housemate went into JL last week, with the voucher they sent us, which was pretty inconvenient in itself, and was told it'll be £25 or something to have the old removed. I was pretty surprised by this and thought I'd find out what others thought before we went back to JL to argue with them.

I haven't even thought about disconnecting the old one, I'm hoping that they'll deal with that.

Are your sure your housemate explained the full situation to the salesperson when he took the voucher in. Sounds like the staff member was just treating this like a standard sale, in which they will indeed make a charge for disposal of your old machine. I think you should phone them up and explain the matter properly, and calmly - no need to argue with them as you put it, in which case I've no doubt you'll get a more satisfactory outcome.

agrinnall

There's nothing in this document to suggest that there is any charge for taking away the old appliance when it's replaced due to an unrepairable fault. I think whoever told you there is a charge has just made a mistake. You could try ring the number listed to see what they say. And I don't think it's been confused with the charge for disposal which is £9 (assuming you're not unfortunate enough to live in one of the many postcodes where they can't be bothered to do it). And finally, don't worry about disconnection and reconnection, they almost certainly won't do it for you but it's about the easiest appliance installation going.

Flyboy152

byrnec25 wrote: »

Thanks for the replies.

We've been told by just one person that we'll have to pay to have the other one removed.

The reason it has taken so long to get sorted is that JL had to send out a guy. Which took a week. Then they sent out a voucher in the post. Which took a few days. Then when we ordered a new one they said the earliest delivery was over a week away.

My housemate went into JL last week, with the voucher they sent us, which was pretty inconvenient in itself, and was told it'll be £25 or something to have the old removed. I was pretty surprised by this and thought I'd find out what others thought before we went back to JL to argue with them.

I haven't even thought about disconnecting the old one, I'm hoping that they'll deal with that.

At first I was surprised that you got this response from John Lewis customer service, but now that you have explained, it is easier to see where some confusion might have arisen. It might be that your housemate did not explain clearly enough, why they had the voucher, or that sales person they saw did not realise the necessity of the request. Effectively, with going to the store with the voucher, they were just another customer and therefore subject to standard services.

I suggest you talk to John Lewis's customer service and explain your situation and I am sure they will be accommodating. John Lewis has an excellent reputation for providing the highest level of customer service in the business and I would be very surprised if they don't bend over backwards to help you.

I had an issue with some electronic equipment I purchased from John Lewis, a couple of years ago. I assumed that I only had a one year warranty, but was aggrieved at the fact that it failed after only twenty-two months. The particular part would have cost one hundred and twenty pounds to replace, so I called customer services and after a little bit of discussion, they agreed to credit one hundred pounds to my account. Two weeks later I got a letter from the warranty company asking if I wanted to renew the two year warranty, as it was about to come to an end. I immediatley got on to John Lewis and told them that it was still covered by the warranty and had a bit of gripe as to why they didn't have any record of this. I told them that I would be getting it repaired under the warranty, but they decided (without any prompting from me, I might add) to leave the one hundred pounds in my account, as a gesture of apology.

It is not always about that the fact that things go wrong, but it is what the retailer does to put them right is what is important.