Laptop purchased from John Lewis, repaired by Apple when still under warranty.

seil

Two years ago I purchased a MacBook Pro from John Lewis with subsequently developed a fault. Lots of phone calls to Apple's tech team to try and resolve it failed. They recommended taking it to an Apple service centre, so I did. It got repaired and when I had paid for it, the assistant noted that she thought it might still be under guarantee. I thought it wasn't, but when I checked I realised the John Lewis cover was for three years. Their website says they always honour guarantees. They say they won't in this case, as they say I didn't contact them when it first went wrong. They would not have been able to repair it, &  It would have had to have gone back to Apple as it needed new hardware. I realise that it would probably have cost less for them, than did for me but they were adamant that they would not consider helping. I agree that I didn't follow the claim protocols but I still purchased a laptop that developed a fault while under guarantee.  I'm not sure if I can take this further or do I have to learn from my mistake the hard way?

KatrinaWaves

You needed to contact them, you can’t employ your own repair people and claim back.

you have nothing with which to ‘take this further’ 

NeilW

Fobbing off customers seems to be standard John Lewis practice these days. I've got a dispute outstanding with them over a MacBook battery that has failed after only 290 cycles (when Apple advertise their batteries last 1000 cycles) and they are refusing to accept that they are responsible for it. You can see from this Which report from March 2018 that fobbing off customers is how the John Lewis Technical Support line works. https://conversation.which.co.uk/home-energy/faulty-washing-machine-bosch-john-lewis/

I've tried escalating my issue via the Resolver system, and the reply sounding like it was crafted by a Bot. They referred me back to the same Technical Support department I was complaining about. Utterly useless. 

John Lewis are not what they were. 

Jumblebumble

I wonder if this tale is the whole truth
As far as I am aware Bosch have a 2 year warranty on all products and have had this for many years

The_Rainmaker

Jumblebumble said:

I wonder if this tale is the whole truth
As far as I am aware Bosch have a 2 year warranty on all products and have had this for many years

That is very interesting but what is the relevance to a thread about Apple products?

eddddy

seil said:
 I agree that I didn't follow the claim protocols but I still purchased a laptop that developed a fault while under guarantee.  I'm not sure if I can take this further or do I have to learn from my mistake the hard way?

It's not really protocols, it's the terms of contract/agreement between you and John Lewis, which you agreed to when you bought the laptop.

You didn't do what you agreed to do in order to claim under the guarantee, so John Lewis don't have to pay for the repair.

FWIW, the summary of JL's guarantee terms on their website seem clear - but they may have been different when you bought : https://www.johnlewis.com/customer-services/guarantees#laptops

 

Undervalued

seil said:

Two years ago I purchased a MacBook Pro from John Lewis with subsequently developed a fault. Lots of phone calls to Apple's tech team to try and resolve it failed. They recommended taking it to an Apple service centre, so I did. It got repaired and when I had paid for it, the assistant noted that she thought it might still be under guarantee. I thought it wasn't, but when I checked I realised the John Lewis cover was for three years. Their website says they always honour guarantees. They say they won't in this case, as they say I didn't contact them when it first went wrong. They would not have been able to repair it, &  It would have had to have gone back to Apple as it needed new hardware. I realise that it would probably have cost less for them, than did for me but they were adamant that they would not consider helping. I agree that I didn't follow the claim protocols but I still purchased a laptop that developed a fault while under guarantee.  I'm not sure if I can take this further or do I have to learn from my mistake the hard way?

You don't know that. Whilst Apple may have replaced a complete board or whatever it may well have been possible to repair at component level. Or, John Lewis' preferred repairer may have used a "reconditioned" part from another machine. All of which they are quite entitled to do under their warranty. Their only obligation was to repair your computer, providing you complied with the terms of the warranty.

Any warranty is in addition to your statutory rights and as such can have terms and conditions attached. As you have acknowledged, you didn't stick to the terms. 

Undervalued

NeilW said:

Fobbing off customers seems to be standard John Lewis practice these days. I've got a dispute outstanding with them over a MacBook battery that has failed after only 290 cycles (when Apple advertise their batteries last 1000 cycles) and they are refusing to accept that they are responsible for it. You can see from this Which report from March 2018 that fobbing off customers is how the John Lewis Technical Support line works. https://conversation.which.co.uk/home-energy/faulty-washing-machine-bosch-john-lewis/

I've tried escalating my issue via the Resolver system, and the reply sounding like it was crafted by a Bot. They referred me back to the same Technical Support department I was complaining about. Utterly useless. 

John Lewis are not what they were. 

That may very well be true but, based on what we have been told, I struggle to see what John Lewis have done wrong in this case.

DCFC79

I cannot fault John Lewis staff, Android tablet developed a fault so I returned it and it was replaced, the replacement also developed a fault which was then replaced with an alternative.

mattyprice4004

Sorry, but they’re right. Just a learning experience!