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

[Deleted User]

Manxman_in_exile said:

To me that reads that JL are trying to wash their hands of any responsibility they have towards the consumer, and are saying the consumer must go through the manufacturer.  I understand the point that everyone is making that JL would only send it to ACER for inspection anyway, but why don't they make that clear?  

The circumstances of that message appearing at all is simply down to the unique situation all businesses currently find themselves in. 

In normal circumstances, the OP would simply go to the store and the item would then be in John Lewis care while an inspection and/or repair took place, but John Lewis don't perform such inspections in their shops and nor are they required to. 

Regardless, the OP would not be simply offered a refund or replacement without any qualified inspection.

I did say earlier that the current situation may not be ideal, especially as sending the item himself will mean he'll be responsible for securely packaging and arranging despatch. 

Nothing about the Covid crisis is ideal. 

Personally, I'd be waiting until the stores return to normal....  

Manxman_in_exile

I'm not arguing about the unusual circumstances affecting everybody at the moment.  It just seems to me that that message from JL is particulalry badly worded.  It actually says that because it's over 30 days they will not be providing a replacement, refund or repair.  I'd be surprised if that's what they actually mean as it isn't true, is it?. 

I'm not at all surprised that the OP has interpreted that message to mean that JL are trying to evade their statutory obligations.  I doubt that that is what they are trying to do, but it's what they appear to be saying.  I'm also not surprised if the OP is confused about their statutory rights and their rights under "guarantee" as JL seem to be confused too.  (I won't go into the accidental damage insurance  )

Hasbeen

Manxman_in_exile said:

Perhaps I'm being a bit thick, but isn't that message from JL rather badly worded?  It reads to me that because it's "over 30 days old we will not be providing you with a replacement, exchange or refund".  Perhaps I'm being stupid, but can they say that?  It then goes on to say that under the parts and labour guarantee, a repair is "required", as if that is the only option.

To me that reads that JL are trying to wash their hands of any responsibility they have towards the consumer, and are saying the consumer must go through the manufacturer.  I understand the point that everyone is making that JL would only send it to ACER for inspection anyway, but why don't they make that clear?  eg  "Yes Mr Hasbeen, after 30 days and before six months you have the right to a replacement, a repair or a refund (at our choice) but as all our shops are currently shut owing to the lock-down and as we would only send it to the manufacturer for inspection anyway, we suggest that under all the circumstances you would find it quicker and more convenient for yourself to return it to the manufacturer under the parts and labour guarantee.  This would not affect any of your consumer rights against us".

Maybe I'm wrong but that wording from JL seems particularly clumsy to me.

Perhaps the text message sent to Mr Hasbeen was a bit clumsy, but the wording on the site regarding faults and timescales seems pretty clear to me?

"If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. Please disable any security features and remove your personal data."

"After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015."

If it was my monitor I would want it repaired or replaced ASAP. To wait until the stores are open again would not be an option.

The OP has to decide if he wants the monitor repaired or replaced or continues to post on here about it?

Or as Monyineptitude  suggests wait until this crisis is over and return to store.

But that might be a considerable time without a monitor.

Ops decision at end of day.

Leroy_

Manxman_in_exile said:

Perhaps I'm being a bit thick, but isn't that message from JL rather badly worded?  It reads to me that because it's "over 30 days old we will not be providing you with a replacement, exchange or refund".  Perhaps I'm being stupid, but can they say that?  It then goes on to say that under the parts and labour guarantee, a repair is "required", as if that is the only option.

To me that reads that JL are trying to wash their hands of any responsibility they have towards the consumer, and are saying the consumer must go through the manufacturer.  I understand the point that everyone is making that JL would only send it to ACER for inspection anyway, but why don't they make that clear?  eg  "Yes Mr Hasbeen, after 30 days and before six months you have the right to a replacement, a repair or a refund (at our choice) but as all our shops are currently shut owing to the lock-down and as we would only send it to the manufacturer for inspection anyway, we suggest that under all the circumstances you would find it quicker and more convenient for yourself to return it to the manufacturer under the parts and labour guarantee.  This would not affect any of your consumer rights against us".

Maybe I'm wrong but that wording from JL seems particularly clumsy to me.

With the lines of " We will not be providing you with a replacement, exchange or refund because its over 30 days old", it seems to me there panning the consumer away.
So because it's under their JL 2 year labour parts they can tell you to sort it yourself and contact the company directly, very unprofessional if that's the case as its completely ruling out the fact the consumer does have a chance to at least ask for a replacement, and in fact the consumer would get refunded down the line if the replacement or REPAIR would break again or wasn't up to standards.

Leroy_

Hasbeen said:

Manxman_in_exile said:

Perhaps I'm being a bit thick, but isn't that message from JL rather badly worded?  It reads to me that because it's "over 30 days old we will not be providing you with a replacement, exchange or refund".  Perhaps I'm being stupid, but can they say that?  It then goes on to say that under the parts and labour guarantee, a repair is "required", as if that is the only option.

To me that reads that JL are trying to wash their hands of any responsibility they have towards the consumer, and are saying the consumer must go through the manufacturer.  I understand the point that everyone is making that JL would only send it to ACER for inspection anyway, but why don't they make that clear?  eg  "Yes Mr Hasbeen, after 30 days and before six months you have the right to a replacement, a repair or a refund (at our choice) but as all our shops are currently shut owing to the lock-down and as we would only send it to the manufacturer for inspection anyway, we suggest that under all the circumstances you would find it quicker and more convenient for yourself to return it to the manufacturer under the parts and labour guarantee.  This would not affect any of your consumer rights against us".

Maybe I'm wrong but that wording from JL seems particularly clumsy to me.

Perhaps the text message sent to Mr Hasbeen was a bit clumsy, but the wording on the site regarding faults and timescales seems pretty clear to me?

"If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. Please disable any security features and remove your personal data."

"After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015."

If it was my monitor I would want it repaired or replaced ASAP. To wait until the stores are open again would not be an option.

The OP has to decide if he wants the monitor repaired or replaced or continues to post on here about it?

Or as Monyineptitude  suggests wait until this crisis is over and return to store.

But that might be a considerable time without a monitor.

Ops decision at end of day.

It could be a while before things get back to normal, who's to say they won't turn around later and refuse you.
I have emailed the two advisers again asking for a replacement under the consumers rights due to the item being under 6 months old. I wasn't going to rush ahead and not take any advice from this website, clearly they are in the wrong by what they have said so they now have a chance to rectify that. (also they should be giving you the option to contact them yourself or if you need help from us to do it for you, as the retailer has a responsibility). 

  

Leroy_

Hasbeen said:

Leroy_ said:

Hasbeen said:

Since all John Lewis stores are closed, the only alternative is for the monitor to be sent to Acer?

John Lewis appears not to have a means of returning any item direct to them at this time.

They are basically informing the OP to return the monitor directly back to Acer. For repair, replacement.
Or refund?

John Lewis - Returning a faulty item

If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. Please disable any security features and remove your personal data.

After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

For online and telephone purchases, we'll refund the standard delivery charge if the full order is returned within 14 days.

This was in the email, so their ignoring any consumers rights and breaking it. 

Yes as stated in my last post.

"After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015."

To enable for that to happen then it must be returned to Acer.

It would be the quickest alternative at this time?

Well I would do that if they didn't confuse the consumer by saying we won't replace it?, Acer only do repairs.

A replacement would be the most efficient and safest option at this time, rather than send it away and wait weeks for repairs and get people into fix it. Appears they have no thought and jump straight to the conclusion telling you to contact them for repairs. 

Hasbeen

Leroy_ said:

Hasbeen said:

Perhaps the text message sent to Mr Hasbeen was a bit clumsy, but the wording on the site regarding faults and timescales seems pretty clear to me?

"If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. Please disable any security features and remove your personal data."

"After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015."

If it was my monitor I would want it repaired or replaced ASAP. To wait until the stores are open again would not be an option.

The OP has to decide if he wants the monitor repaired or replaced or continues to post on here about it?

Or as Monyineptitude  suggests wait until this crisis is over and return to store.

But that might be a considerable time without a monitor.

Ops decision at end of day.

It could be a while before things get back to normal, who's to say they won't turn around later and refuse you.
I have emailed the two advisers again asking for a replacement under the consumers rights due to the item being under 6 months old. I wasn't going to rush ahead and not take any advice from this website, clearly they are in the wrong by what they have said so they now have a chance to rectify that. (also they should be giving you the option to contact them yourself or if you need help from us to do it for you, as the retailer has a responsibility). 

  

What?

I just can not get this new format on this site now with multi quotes! Who is replying to who etc?

 No wonder a lot of long time original posters have now left! I was still on the old green site on desktop, blue site on mobile, but this new version sucks!

[Deleted User]

Hasbeen said:
What?

I just can not get this new format on this site now with multi quotes! Who is replying to who etc?

Too many consecutive  posts (without response) by the OP don't help either. 

Who exactly has left, though? 

Leroy_

Hasbeen said:

Leroy_ said:

Hasbeen said:

Perhaps the text message sent to Mr Hasbeen was a bit clumsy, but the wording on the site regarding faults and timescales seems pretty clear to me?

"If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. Please disable any security features and remove your personal data."

"After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015."

If it was my monitor I would want it repaired or replaced ASAP. To wait until the stores are open again would not be an option.

The OP has to decide if he wants the monitor repaired or replaced or continues to post on here about it?

Or as Monyineptitude  suggests wait until this crisis is over and return to store.

But that might be a considerable time without a monitor.

Ops decision at end of day.

It could be a while before things get back to normal, who's to say they won't turn around later and refuse you.
I have emailed the two advisers again asking for a replacement under the consumers rights due to the item being under 6 months old. I wasn't going to rush ahead and not take any advice from this website, clearly they are in the wrong by what they have said so they now have a chance to rectify that. (also they should be giving you the option to contact them yourself or if you need help from us to do it for you, as the retailer has a responsibility). 

  

What?

I just can not get this new format on this site now with multi quotes! Who is replying to who etc?

 No wonder a lot of long time original posters have now left! I was still on the old green site on desktop, blue site on mobile, but this new version sucks!

Where it says "Leroy said:" Click on show previous quotes, im new here so I'm not sure  

DoaM

You can adjust the visible number of nested quotes in your forum profile.