John Lewis won't repair or replace my new TV

Thomas_the_tank_engine

lady123 wrote: »

Why not phone john lewis head office in London, ask to speak to the managing director of customer services.
You may not get to speak to him or her directly but there will be someone is his/her office that will deal with the complaint properly.

Thanks. Head Office is my next port of cal as Customer Support haven't rung me back within 2 days as promised. I never knew John Lewis were so difficult to deal with. Certainly put me off using them again.:(

aqua111

Good Luck!!!!!

Thomas_the_tank_engine

aqua111 wrote: »

Good Luck!!!!!

Thanks.
I've got the email address of the CEO Andy_street@johnlewis.com I'll give that a go next.

Undervalued

Thomas_the_tank_engine wrote: »

Thanks. Head Office is my next port of cal as Customer Support haven't rung me back within 2 days as promised. I never knew John Lewis were so difficult to deal with. Certainly put me off using them again.:(

Whilst I have heard of others having problems with JL my own recent experiences with a similar but smaller TV have been excellent.

Firstly they provided on site service, rather to my surprise as my TV is only 32 inch. (Under the manufacturers warranty I would have had to have taken it to an "approved" repair centre for that size or smaller).

Obviously that meant they had to come twice, first to see what was wrong then again to fit the part.

I'm in East Anglia and here they use a firm called Peterborough Video Services who were very helpful indeed. Had the TV been taken away they would have provided a loan. They told me they would be billing the manufacturer for the repair and JL for the on site visit.

I appreciate though it is difficult when something has physically broken. How does a retailer (or manufacturer) differentiate between somebody careful / technical (like you) and somebody ham-fisted or careless?

I agree with the advice to take the complaint higher. It may also be worth some research to see if this is a common problem on your particular model.

Thomas_the_tank_engine

Good news!
John Lewis have changed their mind and are sending me replacement TV.

Thank you to everyone who posted their advice and messages of support.:beer:

aqua111

The moral of this problem is do not give up!
Trading Standards say that many with a valid complaint do,because of constant obstacles put in their way by the Companies concerned, give up the fight.
Companies know this and do their best to discourage the Customer from seeking a solution.

Soapy955

That's great news! :j
Just proves you should never give up!

Marty2014

HI EVERYBODY,

YET ANOTHER SORRY TALE ABOUT JOHN LEWIS' SUPPOSEDLY FAIRY TAILE BUSINESS TO ADD TO COUNTLESS OTHERS!

Here is the copy of -mail I have just sent to John Lewis - spaeks for itself!

---

To:

Head of
Customers Services
John Lewis Partnership

Order number xxxxxxxxxxx

I placed this order worth £394.99 on 31/03/2014. It was due to be delivered within five working days; Monday 7/04/2014 being the latest. Until now no delivery has been attempted. The last date showing on the tracking information received with you e-mail is 02/04/2014 with somehow cryptic note: "hub trailer via sorter".

I phoned John Lewis Customer Services yesterday and was told hey will clarify the matter and will phone me back within the next 24 hours. Needless to say nobody bothered. Unfortunately I didn't make the note of the name the person I spoke to. I phoned again today around 13:00 hour. My phone was received by somebody who introduced himself as Kevin. He didn't even bother to attempt to track the order. Told me that somebody was trying to phone me today. When I was adamant that my phone shows no missing calls, he changed track and told me some mysterious "somebody" will phone me by 20:00 hour today, possibly sooner. I asked to speak to the supervisor, but was put on endless hold. So far nobody did phone me back.

Given my negative experience with you Customer Services I don't expect anybody will; 20:00 is when you shut down you Customer Services for another day. I feel I am being push around and fobbed off by the unhelpful staff. I have paid several hundred pounds for items which I urgently need, spend more money and time on phone calls and e-mails, with a very unsatisfactory outcome.

Not only my items appear to be lost, but also none of the persons I spoke to so far, has showed any signs of concern, consideration or genuine willingness to help. Nobody even bothered to say as much as "sorry".

I am left frustrated and not knowing if I will ever receive the items I have paid for and highly dissatisfied with the completely unhelpful and dismissive response I've received.

This is not a service on which you company likes to pride itself.

The cherry on the cake is the fact that the only way to complain about John Lewis Customer Services is - surprise surprise - to John Lewis Customer Services! How very convenient - for John Lewis of course.

At this point I expect several things to happen:

1. Confirmation via e-mail that this communication was received by a person to whom it is addressed: HEAD OF JOHN LEWIS CUSTOMER SERVICES, as opposed to be passed over to yet another member of staff covering for each other incompetence.

2. Finding and delivering the items I paid for by the end of tomorrow. I will not accept that by now some of the items are out of stock; if they are I am sure they can be found in one of yours numerous stores).

3. Apology and compensation for John Lewis incompetence.

Please note that I will be posting this letter on several on line forums.

The printed copy of this e-mail will be forwarded to John Lewis Head office in Victoria Street, London.

---

Well, we shall see what results it will produce. To be honest, given the experience of many of you folks on this forum, I'm not to optimistic!

wealdroam

Marty2014 wrote: »

HI EVERYBODY,

YET ANOTHER SORRY TALE ABOUT JOHN LEWIS' SUPPOSEDLY FAIRY TAILE BUSINESS TO ADD TO COUNTLESS OTHERS!

Here is the copy of -mail I have just sent to John Lewis - spaeks for itself!

---

To:

Head of
Customers Services
John Lewis Partnership

Order number xxxxxxxxxxx

I placed this order worth £394.99 on 31/03/2014. It was due to be delivered within five working days; Monday 7/04/2014 being the latest. Until now no delivery has been attempted. The last date showing on the tracking information received with you e-mail is 02/04/2014 with somehow cryptic note: "hub trailer via sorter".

I phoned John Lewis Customer Services yesterday and was told hey will clarify the matter and will phone me back within the next 24 hours. Needless to say nobody bothered. Unfortunately I didn't make the note of the name the person I spoke to. I phoned again today around 13:00 hour. My phone was received by somebody who introduced himself as Kevin. He didn't even bother to attempt to track the order. Told me that somebody was trying to phone me today. When I was adamant that my phone shows no missing calls, he changed track and told me some mysterious "somebody" will phone me by 20:00 hour today, possibly sooner. I asked to speak to the supervisor, but was put on endless hold. So far nobody did phone me back.

Given my negative experience with you Customer Services I don't expect anybody will; 20:00 is when you shut down you Customer Services for another day. I feel I am being push around and fobbed off by the unhelpful staff. I have paid several hundred pounds for items which I urgently need, spend more money and time on phone calls and e-mails, with a very unsatisfactory outcome.

Not only my items appear to be lost, but also none of the persons I spoke to so far, has showed any signs of concern, consideration or genuine willingness to help. Nobody even bothered to say as much as "sorry".

I am left frustrated and not knowing if I will ever receive the items I have paid for and highly dissatisfied with the completely unhelpful and dismissive response I've received.

This is not a service on which you company likes to pride itself.

The cherry on the cake is the fact that the only way to complain about John Lewis Customer Services is - surprise surprise - to John Lewis Customer Services! How very convenient - for John Lewis of course.

At this point I expect several things to happen:

1. Confirmation via e-mail that this communication was received by a person to whom it is addressed: HEAD OF JOHN LEWIS CUSTOMER SERVICES, as opposed to be passed over to yet another member of staff covering for each other incompetence.

2. Finding and delivering the items I paid for by the end of tomorrow. I will not accept that by now some of the items are out of stock; if they are I am sure they can be found in one of yours numerous stores).

3. Apology and compensation for John Lewis incompetence.

Please note that I will be posting this letter on several on line forums.

The printed copy of this e-mail will be forwarded to John Lewis Head office in Victoria Street, London.

---

Well, we shall see what results it will produce. To be honest, given the experience of many of you folks on this forum, I'm not to optimistic!

You didn't tell them how much compensation you are expecting.

Are you expecting them to guess the amount of your losses?

DCFC79

Marty Im sure you could trim that down.

What was it you ordered then ?

Why are you frustrated ? If you dont receive the item you ordered then ask for a refund and buy elsewhere.