Neff Products from John Lewis

EricWhitfield

We bought a Neff Induction hob from John Lewis in October 2015 (11 months ago) and it has broken down. I spoke to Neff Customer Service and they said an engineer needed to call. As we were going on holiday for 10 days I got a reference number from them and said I'd call back in 10 days when we return and arrange for the engineer.
My called back and they said an engineer couldn't call for 10 days and there was no guarantee he could fix it that day. When she complained they said they would escalate the complaint and call us back that day. They didn't bother.
We called again and complained that we couldn't be without a hob for 10 days and they again offered one of their admin team would call me back and try to improve the date but the call centre said we needed to book the engineer just in case. The time offered was between 6am and 8am. When I suggested that an engineer wouldn't be at my house at 6am they offered an alternate time of between 6am and 3pm. Are they totally barmy?
I asked to speak to someone who could sort this out and the call centre operator said she couldn't put me through. I asked for a name and phone number so I could call and she said they don't have direct lines!
So after buying a top of the range hob from Neff I am left without cooking facilities and speaking to their Customer Service call centre is a waste of time. So take my advice and steer clear of Neff.
As for John Lewis, I spoke to a very pleasant man at their Technical help place and when he spoke to Neff he didn't get any further than me. He did tell me that it is is fit for purpose because at one time it did work and the consumer act would only allow me to return it within 30 days after that John Lewis would be allowed to repair it so I would still be stuck with waiting for an engineer to call.
I really expected better from both John Lewis and Neff.

Chanes

I would not have dealt with Neff I would have gone straight to John Lewis and chased them when needed. The notion that it is a 30-day return policy is curious, I thought that changed when they altered the law a few years ago?

http://www.legislation.gov.uk/ukpga/2015/15/section/23

Doozergirl

I'm not surprised they couldn't book it in for 10 days.

Why didn't you book the appointment before you went? I've been in the same position but you just book a day that you can both make.

I'm hardly going to steer clear of a decent brand because they can't satisfy your individual requirements. It's Friday night. Go and have fun.

missile

We had similar very poor after sales service when our NEFF dishwasher developed a fault after 10 months.
NEFF gave us a date 15 days for the engineer to call between 08.00 and 18.00. He fixed it, but it broke the next day and we had to wait another 14 days for a call out. This time the engineer replaced the entire control module and touch wood it is still working.

ryder72

So Neff is not fit for purpose because its broken down and they cant get a service technician at a date and time of your choosing entirely to your convenience. Good luck trying to prove that in a small claims court!!!

The hob has worked so it is fit for purpose. You have to give JL & Neff a reasonable opportunity to fix it which you dont seem to want to do.

keith969

JL were correct in saying that under the consumer rights act you are only entitled to a refund within 30 days of purchase. After 11 months you can't really expect anything but a repair. Was it not under any sort of guarantee?

LeicesterFox

Would you mind sharing what went wrong & how it was resolved?

Thanks

cajef

LeicesterFox wrote: »

Would you mind sharing what went wrong & how it was resolved?

The OP made the one post in September 2016 and has not been back since, so doubt you will get an answer to this or your other posts asking the same question in two more year old threads.