John Lewis bad plumbing floods garage

Jon_Lewis_Clowns

bought a washing machine from John Lewis, paid for them to plumb it in. 10 days later the pipes come loose and waters flooded the garage (machine wasn't even on). My partner spends an hour on the phone and they offer to send out s replacement in a weeks time and still try to make us pay for installation!!! No, don't think so.
Meanwhile I message them with pictures via Facebook, a guy rings me today takes some details, cancels the replacement washing machine and says he'll send an engineer to plumb ours back in. He rings back at 5pm saying he's not doing that anymore as the John Lewis engineers say it's not their install that's gone wrong, that pipe has a 15 turn fastener so it must be our problem. The same guys that installed the washing machine installed the fridge freezer like the leaning tower of Pisa then tried to blame it on the walls.
John Lewis is an absolute joke, they're voiding the blame when it's obvious. Is there anything I can do to get this put right? Please help

wealdroam

Jon_Lewis_Clowns wrote: »

bought a washing machine from John Lewis, paid for them to plumb it in. 10 days later the pipes come loose and waters flooded the garage (machine wasn't even on). My partner spends an hour on the phone and they offer to send out s replacement in a weeks time and still try to make us pay for installation!!! No, don't think so.
Meanwhile I message them with pictures via Facebook, a guy rings me today takes some details, cancels the replacement washing machine and says he'll send an engineer to plumb ours back in. He rings back at 5pm saying he's not doing that anymore as the John Lewis engineers say it's not their install that's gone wrong, that pipe has a 15 turn fastener so it must be our problem. The same guys that installed the washing machine installed the fridge freezer like the leaning tower of Pisa then tried to blame it on the walls.
John Lewis is an absolute joke, they're voiding the blame when it's obvious. Is there anything I can do to get this put right? Please help

How did you pay for the installation?
By credit card, or perhaps some other form of credit?
If so, consider a Section 75 claim.
Have a read of MSE's Section 75 article and contact your credit provider.

Jon_Lewis_Clowns

Paid by debit card, just moved house so got appliances. Wouldn't buy a toaster from John Lewis now. Feel really let down and insulted.

wealdroam

Jon_Lewis_Clowns wrote: »

Paid by debit card, just moved house so got appliances. Wouldn't buy a toaster from John Lewis now. Feel really let down and insulted.

Then you need to remind JL that any problem during the first six months can be assumed to be inherent, and it is for them to prove otherwise.

Your description is far from clear, but JL seem to be saying that the problem is due to your pipework and nothing to do with their installation.
In my opinion, that does not amount to proof.
However, if they do prove that it isn't their fault then you will need to counter that.

Can you expand on why they are refusing your claim?

Decide exactly what you want JL to do and send them a letter before action.

Google letter before action for many samples.

bris

Why did it take 10 days to go wrong? A bad installation is normally apparent after first use. May be hard to say it was an installation issue without first getting a report elsewhere. So really you need to make sure before sending any letters.


What pipe came loose, did they install the pipework or just connect a hose?

Jon_Lewis_Clowns

Just connected the hose, that came loose and the mains water gushed out in the garage, lucky nothing's in there.
The description is as clear as brevity permits, they've arrived at their view from a picture which shows the loose hose and are saying it could be a build up of high water pressure. I'm saying at least come and physically investigate. They've said they'll pay for a plumber that I have to arrange to fix it. So we've gone from a replacement washing machine to "it's not John Lewis, we'll pay for your plumber but we're not interested, thanks for the money though" except without the thanks.
If the installers blame a blatantly leaning fridge on "the walls not straight" how can I be sure anything they've done is ok? The fridge was wonky, the washing machine hose came off which just leaves the dishwasher in the kitchen.
Daft thing is our home insurance is with John Lewis...with flood insurance.

tomtontom

They're paying for an alternative plumber, which makes sense as I'm assuming you don't want theirs back. What more are you wanting them to do, or did you just want to vent?

unholyangel

wealdroam wrote: »

Then you need to remind JL that any problem during the first six months can be assumed to be inherent, and it is for them to prove otherwise.

Are you sure on that? I know the six month rule applies to goods, but theres no similar provision in the sections relevant to services.

Given it was the service and not the goods that are suspected to be faulty, OP may find they need to prove they were negligent (unless I overlooked the provision which is possible as its been a looong day).

Jon_Lewis_Clowns

Venting helped actually, get a plumber in, give everything the once over and happy days again. Sometimes one posters just want to get something off their chest I guess. Thanks for the advice though.

ceredigion

I am sorry but washing machine hoses don't, just come undone all by them selves.

Jon_Lewis_Clowns

Oh great now we've got a poltergeist that messes with plumbing then, so that's a plumber then an exorcist I need to call tomorrow then.
That did not show up on the survey.