Advice on John Lewis fiasco please

syco1

Post removed. Thanks for all advice but I don't need more unpleasantness. I won't be reading any more comments.

Nile

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maninthestreet

The machine has 5 year warranty from John Lewis (not Samsung) ???

EDIT - sorry, no it doesnt.

visidigi

Misdescribed - call John Lewis and tell them you want to return it under Sales of Goods act as its significantly not as described.

Then buy the alternative set that does come with the features.

thescouselander

I guess there are two options.

First I think you need to confirm exactly which model you have and whether it meets your requirments and was sold to you are a fair price. If all of this is ok you might as well keep the machine as the fact it has not got ecobubble written on the front is probably a fairly minor detail.


If, on the other hand, the machine is not what you expected in either functionality or in length of warrantee you should send it back. You could probably do this under the distence selling regulations which dont even require you to give a reason provided you move quickly (within 7 days I think). Also, if the machine is not as described on the website when you bought it (and its good you have screenshots) that is reason enough to reject the machine.

grizzly1911

Be patient with John Lewis they have always come up trumps for me from price matching, to ensuring simultaneous delivery, and matching their advertised price. In one case I wanted to place an order for a TV but due to the delivery slots not meeting requirements and inconsistent verbal advice an offer was missed, (15% on £500). They retrospectively refunded the difference.

If you have the line of proof through the screenshots (probably even if you hadn't) I would be surprised if they didn't resolve it for you.

Out of interest was the offered warranty a full 5 year parts and labour or just parts?

Hotpoint offer a 5 year parts warranty but it does require one of their authorised bods to fit them at a price.

syco1

Thanks for all the replies. Yes the guarantee should be 5 years parts and labour through Samsung, but I would hope John Lewis will match that with their own guarantee. I have found a form to fill in to escalate the problem so I will give them till 6pm (that will be 48 hours) and then send that off.
At the end of the day it is probably better to buy the cheapest possible machine and buy a 5 year warranty. Just wish I'd kept the old machine now and patched it up again.

frustratedexjlemployee

Sounds like you're getting a little too exciteable.

The first thing you should do is ring your nearest store, or write a letter to your nearest store (Address it to the managing director).

Point out that at the time you ordered, it was shown to have a 5 year guarantee, and that this has been changed since you ordered and that the website now wishes to charge £129 for it. Say that you're not impressed and are considering returning the item for a full refund (both their policy and your rights allow this). They would much rather give you £129 than spend £35 picking up your item, as well as refunding you the full price, or ask them for the ecobubble model you purchased. I'm sure they'll do something to make it right.

Keep your heart problems and whatnot out of it though, because they are irrelevant fluff that will get in the way of your core complaint and your desire for resolution, and also imply that customers who worried less deserve lesser service.

syco1 wrote: »

I am incensed that John Lewis has realised that there are mistakes on it’s web site and has gone on to cover these up in the 14 days between ordering and delivery, but has not had the decency to ring people who have orders pending and explain. Surely that is fraud ?

Sadly, one person (yes, one) has the job of copying and pasting everything from spreadsheets into the website, and sometimes they make mistakes. Now, the question is, what COULD they have done aside from correct the mistake?

If they do sort out the mistake by giving those affected the 5 year guarantee as promised, then it isn't fraud. Fraud is an INTENT to deceive.

They seem to have tried to take me for a fool.

Again, you're getting a bit highly strung. There was a mistake, the website admin didn't sit there gleefully rubbing their hands thinking about how they can try to give you a heart attack.

Whatever you do, though, don't speak to the call centres. Deal with the branches, because the weird and wonderful things the call centre comes up with have nearly given ME a heart attack back in the day, and I don't even have a heart problem.

syco1

Sorry I am being highly strung and excitable. I am trying to make things problem free for my wife before I die. I apologise for bothering you frustrated ex jl employee !
I can only wonder in amazement why they didn't make you chairman.

Hmm71

Syco in your first post you asked for advice, as far as I can see Frustrated has given you some excellent advice on how to resolve your situation. Why not say thank you and follow that advice instead of being sarcastic?
You do come across as a bit highly strung in your original post.

mad_dr

syco1 wrote: »

Sorry I am being highly strung and excitable. I am trying to make things problem free for my wife before I die. I apologise for bothering you frustrated ex jl employee !
I can only wonder in amazement why they didn't make you chairman.

There you go, frustratedexjlemployee - that'll teach you for trying to offer some helpful advice! I'd let this guy get on with it and sort it out by himself - your advice and assistance is clearly not wanted...