John Lewis - Customer Relation Frustration

Snapper01

I recently purchased a new Dishwasher from John Lewis. It was bought from John Lewis, in part for their excellent reputation for customer services. We had had issues in the past with getting issues resolved and wanted a hassle free purchase. I had a fault with my dishwasher that had existed since its arrival, but for several reasons it was only reported to John Lewis outside the 30 day window. The issue has now (after 4 weeks) been resolved, but my final call with the customer service representative only left me more frustrated.

Throughout the various calls to schedule a report, then attempt at first repair, I explained my personal situation, how hard it was with 2 kids and a very busy work schedule to keep taking time off work, this activity to take place. I outlined I was loosing money every time they needed to book another appointment. I outlined there was no flexibility on the part of the repair service, who didn't work in the evening, Saturdays or Sundays. They stated if I didn't accept the appointment in a weeks time it would be a filter 2 weeks until there was another free slot.

The Customer relations representative stated they had a right to inspect it before replacing it under the S&G act, she then said they had a right to try and repair it under the S&G act, although if the right information had been passed on to the repair service the team confirmed they would have been able to fix it on the first visit. She claimed under the S&G Act she had up to 28 days to attempt the repairs.

She appeared knowledgeable so I proceeded, but after stumbling across an MSE forum I started to question the advice. Specifically:

(2)If the consumer requires the trader to repair or replace the goods, the trader must—

(a)do so within a reasonable time and without significant inconvenience to the consumer, and
(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

Everything that I had mentioned in previous calls constituted significant inconvenience. In the final call the Customer Relations representative even acknowledged that it caused me significant inconvenience, but then went on to say it didn't meet the legal definition.

" I appreciate that it was significantly inconvenient to you, um, personally, and I completely get that don't get me wrong, I do appreciate that" .. " but if we are talking legally its not what we would call significant inconvenience"

When I asked her what would constitute "significant inconvenience" the customer services representative initially could not answer (probably having never acknowledged anything was significantly inconvenient before, and therefore having followed the process), but when repeatedly pressed could only state the 28 day time period, which is actually a additional criteria that has to be met. When pressed further she stated:

"lets say if you didn't have any arms or something like that"

My real frustration, that there is no real recourse for this. The customer service rep acknowledges they have caused me significant inconvenience (the consumer) thorough their lack of flexibility of service times and requirements for multiple visits but refuses to acknowledge this is at odds with the Service and Goods act, even though it states otherwise.

What do I do now?


Regards,


Mike

theonlywayisup

What is the S&G act.

Why are you loosing [sic] £400 a day

You say

The issue has now (after 4 weeks) been resolved,

which begs me to ask what the issue is....

Aylesbury_Duck

Next time, buy from a retailer that has service appointments that work for you.

Snapper01

Hey,

Thanks for the reply.

The money relates to loss of earnings. I don't have the freedom to work from home.

S&G relates to: The Sale of Goods act.

The issue is that they have acted outside it.

[Deleted User]

This has to be a windup

Snapper01

@Aylesbury Duck, thanks for your reply. I agree they are quite inflexible, but also don't clearly articulate it when you buy it that their repair service is almost impossible to use unless you take time from work.

Fosterdog

Why would anyone who earns enough to lose £400 a day even bother arranging a repair, surely it would be cheaper and better use of your time to just buy a new one (that you get delivered on a weekend or evening).

It's a dishwasher, it's not an essential item, use a kitchen sink and wash dishes by hand, it's not difficult. There is no way being without one can be a significant inconvenience under any circumstances as it is a luxury item.

Being without a fridge when you have to store medication in it is a significant inconvenience, being without a dishwasher is just a minor inconvenience.

DoaM

Snapper01 wrote: »

S&G relates to: The Sale of Goods act.

Usually referred to as SoGA ... and which became obsolete (for consumer purchases) October 1st 2015 when the Consumer Rights Act came into force. So you're both (you and JL) referencing the wrong legislation.

Snapper01

Thanks Doam, yes you are right, but it does still state:

a)do so within a reasonable time and without significant inconvenience to the consumer, and

Snapper01

Thanks Fosterdog, the distinction is really between the level of inconvenience facilitating John Lewis' repair service vs your description of how essential a dishwash is. But I appreciate your point that it would be significantly easier to buy a new appliance, than get them to fix the one that I had bought from them.

zoob

I take the point that their inflexible in that they only do service calls Monday to Friday only but most service company’s are, there only doing what a majority of other businesses do
Try seeing a solicitors/barrister, doctors, civil servants etc and most other so called professionals at the weekend it’s funny how there not available when a majority of the public have free time to speak or see them