Partnership Card (John Lewis)

Anthorn

whitesatin wrote: »

They have changed their system/format and one has to re-register. I think there must be teething problems as I am unable to log on to my account. I have managed to re-register as requested but I'm hoping that they get the issues sorted soon. There is a high volume of activity on their phone lines so I can't get through.

I suppose, as the changes only took effect yesterday, I'll just have to wait.

I'm assuming that the changes will be for the better but I don't like change, I suppose.

They did give warning on their web site and in an email that their systems are going to be changed, a new contactless card issued and a mobile app available.

But it fell down when they told everyone without warning that they would have to re-register, everyone went to the website to re-register and brought down the website. I managed to re-register after constant retries but I still cannot access the summary page nor statements after logging in.

More annoying that they are only issuing the new contactless card on renewal which means I have to wait for 2 years!

Doc_N

Anthorn wrote: »

More annoying that they are only issuing the new contactless card on renewal which means I have to wait for 2 years!

Has that changed since Sunday, which was the first day that you could ask them for a replacement contactless card?

It was originally 4 September, but they backtracked on that and delayed the start date for 5 weeks.

Downside to asking for replacement cards, though, was that they cancelled the originals without any warning that they'd do that. Meaning declined transactions, embarrassment and inconvenience. If anyone had only the one card it might have been seriously difficult.

This has been a shambolic switchover - and doubtless John Lewis and HSBC will be blaming each other for it.

Amex, by comparison with this lot, is a dream.

Chanes

Still cannot be contacted on the phone 30 minutes at national rates before giving up again. Shambolic is an understatement.

Anthorn

Doc_N wrote: »

Has that changed since Sunday, which was the first day that you could ask them for a replacement contactless card?

It was originally 4 September, but they backtracked on that and delayed the start date for 5 weeks.

Downside to asking for replacement cards, though, was that they cancelled the originals without any warning that they'd do that. Meaning declined transactions, embarrassment and inconvenience. If anyone had only the one card it might have been seriously difficult.

This has been a shambolic switchover - and doubtless John Lewis and HSBC will be blaming each other for it.

Amex, by comparison with this lot, is a dream.

Do you have a link to that information? As far as I can see there is no way to request an early card replacement. But I suppose it could be rolling out on a user-by-user basis.

My guess is that John Lewis are just agents and it's all down to HSBC which in my experience is rare for HSBC.

Doc_N

One further downside to getting a replacement contactless card sent out is that the cancelled existing card (which they don't tell you will be cancelled) won't allow you to access the new website.

So there you are, with existing cards cancelled, no replacement cards, no means of accessing the website, and no means of contacting the clowns responsible for this fiasco!

John Lewis has an appalling 1.5/10 rating on Trustpilot already, and this isn't going to help them any!

Doc_N

Anthorn wrote: »

Do you have a link to that information? As far as I can see there is no way to request an early card replacement. But I suppose it could be rolling out on a user-by-user basis.

My guess is that John Lewis are just agents and it's all down to HSBC which in my experience is rare for HSBC.

No link, I'm afraid, but that's what they've been telling me on the phone since the summer when I asked for a contactless card. They seemed to be the only outfit not able to provide one!

They said it was coming, and a replacement could be ordered over the phone from 4 September. There was no system in place to pre-order one, so I duly phoned on 4 September, only to be told that the date had been put back to 9 October.

Again, no pre-order system, so phoned on 9 October - they said the new cards would be put in the post. But did NOT say that the existing cards would cease to be valid immediately!

If you do ask for one over the phone, bear in mind what will happen to your existing cards and make sure you have alternatives.

yellow218

has anyone been able to find the app?

I managed to re-register today and was fine. Everything seemed to be working. Only neg i can see so far is the exported transactions appear to be formatted as text, so you can't actually do any equations or anything. Anyone found out how to get it back to 'number' values instead?

Chanes

Yes, it's back up and working! But I still don't like the new format, there must be a reason for it though!

Anthorn

yellow218 wrote: »

has anyone been able to find the app?

I managed to re-register today and was fine. Everything seemed to be working. Only neg i can see so far is the exported transactions appear to be formatted as text, so you can't actually do any equations or anything. Anyone found out how to get it back to 'number' values instead?

Under the "Statements" tab I clicked on "Export" and got a CSV download.

Yup up and running for me too but logged in late - 2241 today.

wotcha

There are plenty of complaints over the last few days on JL's own website. Lots of people having major problems trying to re-register existing cards. As a result the call centre is swamped with calls so you can't get through to them. Clearly the new website was never properly tested before being launched. Simple solution would be to remove the registration service and publish a notice advising customers when the service becomes available again - this would reduce volumes of calls to call centre. Not certain where you stand if you can't log-in to pay off your monthly statement?