John Lewis and Apple iPod

jbas

Hi

My wife bought a £329 Apple iPod touch in John Lewis for the Christmas after last, 21 months ago. The 'home' button has now broken and the iPod is near-unusable. It has been treated very well and not subject to excessive use, so I do not consider this to be acceptable for such a high price item.

I mistakenly took it back to Apple thinking it was bought from them; they were more than happy to replace it under their retailer warranty until they realised it had been bought from John Lewis. Ah the consumer champions, not a problem, I mistakenly thought! I took it into the shop who aggressively told me it was only a 1 year retailer warranty so they could do nothing.

I emailed them, explaining the above and they initially refused to talk to me until I had my wife's permission (which hadn't bothered them instore when they printed out her order!) and then apologised, said they could do nothing but offered me £30 towards a repair, which I refused on the grounds that it wasn't sufficient.

They are now not answering my mails so I assume I am at the next stage. Do I go to the small claims court next? Am I even within my rights to do so? It doesn't feel like this should happen to such a high price gadget in such a short space of time, but I am a bit of a novice here!!

Thanks for any help

visidigi

If apple were more than happy to replace it why didn't you take them up on their offer? Or did they want to charge you too?

JJ_Egan

Under SOGA and with the item being over twelve months old you need an engineers report .The report is to prove or not that the defect is a manufacturing defect and not a user fault .Then revisit the vendor .
Small Claims route would also require the above evidence .

jbas

Unfortunately once Apple had established they hadn't sold it, they couldn't help any more

Thanks for the help, what kind of information do I need in the engineers' report and who would provide such a thing? Apologies for ignorance!

wealdroam

Jbas, check your documentation... receipt, etc.

Don't John Lewis offer a two year guarantee on all electricals?

See about halfway down this page, where it says:



Not sure when they introduced that policy though.

jbas

Sadly, that's a new policy-October 2013 I think they said.

Still surprises me that they are prepared to make such an issue out of this-so much for priding themselves on customer service...

Handsome90

I'm not sure but Apple might write the report for you. Best to phone them and double check. Then, take the report to John Lewis

JJ_Egan

jbas wrote: »

Sadly, that's a new policy-October 2013 I think they said.

>>>>
It was older than that as i have a tablet bought from them with two year JL warranty Dec 2012 .

Still surprises me that they are prepared to make such an issue out of this-so much for priding themselves on customer service...

>>>
You will see multiple users of JL products as with any other store who have actually damaged the goods and expect free repairs .
Asda tried the no question asked policy on returned electrical goods a few years ago . It lasted less than a year due to customer abuse .

agrinnall

And of course the OP has no rights anyway as it was his wife who bought it.

Blackbeard_of_Perranporth

No problem, our unsupported by apple, iPad 1 is still working fine.

meer53

My daughter has an Ipod Touch which i bought for her from Tesco last Christmas. She dropped it and the screen cracked in January this year, it was a month old.

I took it to Apple and they replaced it with another one for £75. I'd been quoted over £100 for a replacement screen so snapped their hand off.

Can't fault them.