John Lewis won't replace, exchange or refund my new Monitor

Leroy_

Hello,
I received a new PC monitor on the 10th of January 2020 after purchasing it from the John Lewis website along with a 2 year Warranty.
A few days ago the monitors panel developed a fault and it is now unusable. 

I contacted John Lewis support via email, pointing out the the problems I was having with this product and received the following reply:

"Having reviewed your case, I would recommend that a repair will need to be arranged to rectify the issues.Your monitor is currently within the manufacturers warranty, in the first instance you should contact Acer".
I responded to this email pointing out that I was unhappy and I had purchased a 2 year warranty. I then received this reply: "Due to the nature of the issue and as your monitor is over 30 days old, we will not be providing you with a replacement, exchange or refund. Your monitor is covered by a parts and labour guarantee, which you agreed to at the time of sale, therefore, a repair would be required under your guarantee". 
I am still not satisfied with this response. Can anyone please advise how I can obtain a satisfactory outcome?

JJ_Egan

Is this a praise or vent or a warning .

What are you actually expecting and what are you claiming under  Warranty or Consumer Rights .

This two year warranty what does it give you ??

[Deleted User]

Leroy_ said:

I am still not satisfied with this response. Can anyone please advise how I can obtain a satisfactory outcome?

They can indeed offer to repair the item in the first instance. 

Regardless, I doubt they will collect the item for repair during the lockdown anyway. 

Sorry. 

Ectophile

You have no legal right to what you consider to be a statutory outcome.  As the goods are more than 30 days old, your absolute right to reject has expired.  So it's up to them to fix the problem, which could include repairing the monitor if they consider that it is the most cost-effective option.

Hasbeen

Leroy_ said:

Hello,
I received a new PC monitor on the 10th of January 2020 after purchasing it from the John Lewis website along with a 2 year Warranty.
A few days ago the monitors panel developed a fault and it is now unusable. 

I contacted John Lewis support via email, pointing out the the problems I was having with this product and received the following reply:

"Having reviewed your case, I would recommend that a repair will need to be arranged to rectify the issues.Your monitor is currently within the manufacturers warranty, in the first instance you should contact Acer".
I responded to this email pointing out that I was unhappy and I had purchased a 2 year warranty. I then received this reply: "Due to the nature of the issue and as your monitor is over 30 days old, we will not be providing you with a replacement, exchange or refund. Your monitor is covered by a parts and labour guarantee, which you agreed to at the time of sale, therefore, a repair would be required under your guarantee". 
I am still not satisfied with this response. Can anyone please advise how I can obtain a satisfactory outcome?

To obtain a satisfactory outcome. Contact Acer as it is within the MFG guarantee period. 2 year guarantees are included free with John Lewis Monitors, so you are covered when the MFG usual 1 year guarantee expire?

JJ_Egan

My JL warranty does not say goes wrong we will send you a new one ASAP .

marlot

When I bought an acer monitor which failed soon after buying, acer wanted me to package it up and send it to them.  They wouldn't swap it out or lend me one.
Fortunately, I'd bought it from amazon, and they sent me a new one next day, and collected the duff one.

Leroy_

JJ_Egan said:

Is this a praise or vent or a warning .

What are you actually expecting and what are you claiming under  Warranty or Consumer Rights .

This two year warranty what does it give you ??

They pan you off to contact the company for repairs, I have been sold a worthless warranty. What I don't expect is to be told straight up I will not get a replace, exchange or a refund? I don't understand it serves no useful purpose (the 2yr warranty). I've attached an image of the warranty so you can get a clearer understanding. I'm working nightshifts in the nhs so my replies are slow

Leroy_

Hasbeen said:

Leroy_ said:

Hello,
I received a new PC monitor on the 10th of January 2020 after purchasing it from the John Lewis website along with a 2 year Warranty.
A few days ago the monitors panel developed a fault and it is now unusable. 

I contacted John Lewis support via email, pointing out the the problems I was having with this product and received the following reply:

"Having reviewed your case, I would recommend that a repair will need to be arranged to rectify the issues.Your monitor is currently within the manufacturers warranty, in the first instance you should contact Acer".
I responded to this email pointing out that I was unhappy and I had purchased a 2 year warranty. I then received this reply: "Due to the nature of the issue and as your monitor is over 30 days old, we will not be providing you with a replacement, exchange or refund. Your monitor is covered by a parts and labour guarantee, which you agreed to at the time of sale, therefore, a repair would be required under your guarantee". 
I am still not satisfied with this response. Can anyone please advise how I can obtain a satisfactory outcome?

To obtain a satisfactory outcome. Contact Acer as it is within the MFG guarantee period. 2 year guarantees are included free with John Lewis Monitors, so you are covered when the MFG usual 1 year guarantee expire?

The 2year added care serves no useful purpose then if you get 2 Yr free guarantee?, they would tell you to chase Acer even if I didn't have added care so its a waste of money. 

Leroy_

marlot said:

When I bought an acer monitor which failed soon after buying, acer wanted me to package it up and send it to them.  They wouldn't swap it out or lend me one.
Fortunately, I'd bought it from amazon, and they sent me a new one next day, and collected the duff one.

And that's without any additional added care on top? It seems JL are telling everyone to fetch Acer for repairs no matter what cover you have. Amazon might have been a better option by the looks of it

eddddy

They pan you off to contact the company for repairs, I have been sold a worthless warranty. What I don't expect is to be told straight up I will not get a replace, exchange or a refund? I don't understand it serves no useful purpose (the 2yr warranty). I've attached an image of the warranty so you can get a clearer understanding. I'm working nightshifts in the nhs so my replies are slow

Your posts are a bit confusing.

• You've posted an image of an accidental damage insurance policy - why do you say that insurance policy is worthless, and how does that relate to your original post?

• In your original post you say that the monitor has developed a fault, you don't say that you accidentally damaged it. So the insurance policy isn't relevant.

• Even if you have accidentally damaged it, the insurance policy says "we will either repair or replace your product" - so they can choose to repair it if they want.

Edit to add...

I've just seen your later post.

Leroy_ said:

The 2year added care serves no useful purpose then if you get 2 Yr free guarantee?, they would tell you to chase Acer even if I didn't have added care so its a waste of money. 

As above, you've posted an image of an Accidental Damage Insurance policy.

The standard JL/Acer warranty applies  if the monitor develops a fault, it won't cover accidental damage.

So the warranty and insurance policy cover completely different circumstances - there would be no overlap at all.