John lewis refusing refund under distance sel regs

macman

Why on earth do you expect an instant replacement for what sounds like a minor fault? There's clearly a blockage in the channel from dispenser tray to the tub, probably fixable by the engineer in a few minutes. And no retailer is going to pay for the uplift and replacement of a machine without verifying first that it's actually faulty.

sheramber

The 14 days is for change of mind and you must not have used the item any more than you would have done if viewing it in the showroom..
You have used the machine therefore cannot use that.

You are dealing with a faulty item

bobwilson

macman wrote: »

Why on earth do you expect an instant replacement for what sounds like a minor fault? There's clearly a blockage in the channel from dispenser tray to the tub, probably fixable by the engineer in a few minutes.

Goodness! "Clearly" huh? I had no idea anyone had psychic skills in real life- you should charge a fee! Wait, could it be per chance that you have skills in presumptuousness? Let's see! Is there "clearly a blockage in the channel from the dispenser tray to the tub"? No. Did the engineer fix it in a few minutes? No. Perhaps your post should have read "I personally wouldn't expect a replacement unless it's a major fault but that's just my opinion. I appreciate you might not be a washing machine engineer, but it sounds like there might be a blockage between the dispenser tray and the tub. Then again, I could be wrong on this as well as I haven't seen your machine. Sorry I can't offer more productive help" . But nope, you had to say "Why on earth do you expect.... clearly a blockage...", thus getting my back up in defence of your attitude.

neilmcl

So what exactly was the issue and has it been resolved?

bobwilson

reason2 wrote: »

Bob seems like one of those people that claims to understand consumer rights but doesnt.

law should pander to him and not cause him any hassle.

but the reality is, you could be doing something wrong, you could have damaged it, you could be to blame.

dont think you are entitled to what ever you demand.

cry about it.

Grow up, let the process be and move on... at the end of it, no matter which path they take, you will get a fully functioning machine

Goodness! What a pleasant reply. You certainly know how to word things in an amicable way. You must be such fun at dinner gatherings! So let's see.. if I claimed to understand consumer rights, I wouldn't be on here asking the question. I don't believe anyone or anything should "pander" to me, but I do believe in basic respect & politeness toward people, even if they don't know their legal rights. I haven't done anything wrong & haven't damaged the machine. I don't think I'm entitled to whatever I demand. Thank you for your concern, but I'm not crying. Thanks for telling me to grow up, I will certainly do my best. "At the end of it you will get a fully functioning machine".. but at the end of what? 6 months & several days off work trying to arrange & wait in for engineer visits? Don't forget this is a brand new machine, not a refurbished one from ebay. I feel your opinion could have been put forward in a manner with less attitude & more emphasis on facts- perhaps then I wouldn't have written this defensive reply, which also isn't productive.

MSE forum is an important part of the internet as it helps people to know their rights among other things. I know of many people who no longer use this forum because they think it's "gone down hill"- and someone else said it's become "cliquey"- I've read so many threads here where people are under similar attack from forum regulars. To you it may be banter, but please mind your words & go slow.. you have no idea who you're talking to or what they've been through in their lives. Words can affect people, even online.

I've been a member here for years. I hope MSE stays a productive place because if these types of attacks continue & the moderators tolerate it then like so many others, I will end up going elsewhere. (and yes, I can predict the responses "Good riddance!...you're just a cry baby.. we don't want ignorant self-entitled people like you who don't listen, on here anyway"... "perhaps you're the one who needs to consider how you speak to people, not the rest of us" etc.).

I actually came here to post an update about the situation. I can't go through every personal-attack or unpleasant reply on here because there are so many, but suffice it to say if this continues, you can count me out.

k3lvc

So we still know more details about your hurt feelings on here than the resolution of your machine problem.


And you wonder why people aren't tripping over themselves to offer further advice

Gavin83

I'm sure you'll dismiss me as an 'unpleasant reply' but as someone who's only just come across this topic you don't come across well at all. I obviously can't comment on what you're like in person (like some have) but on this thread at least you've demonstrated a really bad attitude. It does get my back up when people ask for help and then post the type of rude responses you have.

And as an extra nail in the coffin you still haven't actually told us what the resolution is, despite being asked several times. Are you planning to? If not I see no further need for this thread.

wesleyad

bobwilson wrote: »

LOL it's nothing I'm doing incorrectly honey, you turn the machine on, it leaks while filling up. It has nothing to do with detergent & leaks when you don't use detergent. You obviously didn't read my post as I mentioned I had this machine before. This is a washing machine, not an amstrad computer from 1970s with a DOS-based operating system. Please don't patronise me.

Bob the person you replied to was asking genuine questions, something we were all thinking, something JL would have been thinking. Surely you can see that replying in such a patronising way was out of order. You can see how the thread instantly turned against you after this post. Might be worth a reread of the thread as me and Gavin have both done.

Anyhow hope the problem got fixed.

bobwilson

UPDATE:

Hi all, I just wanted to give an update to this for the sake of transparency but before I do I'd just like to say I'm a nice guy & very polite.. but I've decided as soon as you give me attitude or attack me personally, I'm going to defend myself. It isn't healthy to be attacked personally like this without offering some form of defence. I hope this won't be necessary.

Laws change all the time and this is one of the best places on the internet for non-lawyers find out what their rights are. Let's try to keep it that way and not scare people off, ok? I don't mind people disagreeing with me or educating me, but there's a line between offering an opinion & a personal insult such as telling me to "grow up". There really is no need for it- because if you continue this way, I won't be posting or reading here anymore, and I'm sure others feel the same way.

So, moving onto the latest update:

1. John Lewis refused a refund or replacement & made me call Bosch to arrange an engineer visit. It took around half a day of calls to Bosch & JL but I managed to get that arranged. I was then told I'd have to wait around 8 days for the visit. Despite this, I was patient & friendly on the phone.

2. On the date, someone turned up on the doorstep in plain clothing & a hoodie at around 8am, with no company logo or name badge. I answered the door & he just stared at me without saying anything. I said "Hello" in a friendly tone.. he just stared vacantly. I waited a moment, then when no reply came, I asked "..are you the Bosch engineer?", he looked confused then replied "yeh". He looked at the machine & the communication continued in that vein, with him seemingly unable to give anything more than single syllables. The longest thing he said was to ask me if I used powder tablets in the drawer, I told him I don't use tablets nor the drawer at all- I use 1 liquid capsule in the drum, and showed him them. I also showed him photos of the leak (which only starts after a wash is on for an hour or so) He told me the liquid capsule should be fine and he doesn't understand why the leak is happening. I also explained the leak happens without any detergent. He said he doesn't know why it's happening and can't find anything wrong with the machine or installation. He left.

3. John lewis said the Bosch engineer had written on his report it's my fault for using powder tablets in the drawer & that I should stop doing that then the leak will stop. I repeated to them what I told the "engineer"- I don't use the drawer, nor do I use tablets. I also told them it leaks when no detergent is used at all. (my only guess is that it seems to be a design flaw- the drawer often leaks while the machine fills up).

4. JL told me Bosch said they could send another engineer but it might cost me £90 if they don't find a fault. I turned that down.

5. JL refused to repair or refund or replace.

6. I bought another Bosch washing machine that works perfectly & doesn't leak. I guess I'll have to sell this one somehow but will have to be honest about why I'm selling.

So, contrary to what some posters here have said, following the process didn't end up with a resolution- it wasted weeks of my time, energy & money. We can't survive without a washing machine so I ended up having to cut my losses and pay for a new machine myself.

bobwilson

Gavin83 wrote: »

on this thread at least you've demonstrated a really bad attitude. It does get my back up when people ask for help and then post the type of rude responses you have.

And as an extra nail in the coffin you still haven't actually told us what the resolution is, despite being asked several times. Are you planning to? If not I see no further need for this thread.

Could you give me some specific quotes of what rude responses I've given & the message they were in response to? As far as I can see, I've been very polite & only had to defend myself against some rather unpleasant / almost trolling replies.

There is no nail in the coffin & no need for that impatient attitude since I have already posted the resolution, which you could have read had you the patience to allow me a few minutes to finish posting it. I was replying to some of the outrageous responses before typing the update. That's all.