Advice required 2month old washing machine broken

Busymummy

I bought a Samsung washing machine from john Lewis 2 months ago.
Last Tuesday it broke down, JL passed me on to Samsung who have been awful.
Finally had an appointment for engineer today over a week later ( not the 48 hours they guarantee ) waited in all day no engineer.
Called JL said I have had enough and would like them to replace the machine, they say they can't do that until the engineer has been
Samsung now offering a visit next week
I have spent a fortune on phone, laundrettes, time off - not to mention the huge cost of the machine in the first places do no prospect of a working machine
What can I do ?
Thanks

AJXX

Make an official complaint to JL, they're the retailer and ultimately the ones responsible. They should be the ones arranging things and sorting this out with Samsung, not you - although obviously co-operation on your side does speed things up.

Beyond that, there isn't a lot you can do. They can repair, replace or refund - but it's not up to you what they do.

John_Jizzle

Everyone recommends ordering from John Lewis but I'm hearing more negative stuff about them when things go wrong

ThumbRemote

Keep a full, itemised list of all your costs incurred.

John Lewis are required to provide a repair or replacement "within a reasonable time and without significant inconvenience to the consumer".

Due to the engineer not coming out within the claimed 48 hours, and then missing an appointment, they are clearly causing you significant inconvenience. As a result they should be paying back any laundrette costs you have because of this.

The law says they should also "bear any necessary costs incurred in doing so [ie repairing or replacing]" so if you're having to make lots of unnecessary phone calls because of their mistakes, they should be refunding these too.

Bear in mind you have a duty to mitigate your losses - this just means use common sense, don't rack up bills for the sake of it, as they wouldn't have to pay these.

ThumbRemote

John_Jizzle wrote: »

Everyone recommends ordering from John Lewis but I'm hearing more negative stuff about them when things go wrong

Indeed, trying to pass all their retailers responsibilities onto the manufacturer is the sort of trick you expect from Currys, not from a supposedly quality retailer like John Lewis.

neilmcl

I wouldn't call getting the customer to contact the manufacturer in the first instance during the warranty period is necessarily the retailer passing on their responsibilities. It's usually the quickest way to expedite a fault remedy.

ThumbRemote

neilmcl wrote: »

I wouldn't call getting the customer to contact the manufacturer in the first instance during the warranty period is necessarily the retailer passing on their responsibilities. It's usually the quickest way to expedite a fault remedy.

I agree that it may be the quickest route, but it is still the retailer passing on their responsibilities. The two aren't necessarily mutually exclusive.