John Lewis Faulty Item

lucybridge

Hi,

I bought a garment steamer from John Lewis on the 14/12/2019 and the knob that turns the machine on and selects the temperature has recently stopped working. It just spins round and doesn’t select any settings/turn the machine on.

As it was under guarantee and under six months old I rang John Lewis asking for a replacement. After three days for waiting for them to ring me to exchange the item, which I was promised would be possible, I rang them back to be told I was not allowed an exchange and would only be offered a repair. However, this isn’t currently possible as all their stores are closed so I would have to wait until they re open. 

My problem comes in that this steamer is used as my iron and I can’t iron my Hospital uniform before I leave for work. It is a massive inconvenience when I was assured at first I could exchange the item through any of their open Waitrose stores if I waited for a call back. I’m sure this constitutes an unreasonable waiting period for the repair also. 

Whilst this isn’t their fault regarding the shut down I feel I am entitled to the exchange. Is this correct?

TIA

Aylesbury_Duck

It is, but you'll have to wait. You can buy a temporary replacement iron for less than £10.  I suggest you do that whilst waiting. 

lucybridge

Aylesbury_Duck said:

It is, but you'll have to wait. You can buy a temporary replacement iron for less than £10.  I suggest you do that whilst waiting. 

They said on the phone if I was to get an exchange I could do this through their Waitrose stores. Am I right to ring them back and request this option?

Aylesbury_Duck

Why not, it's worth a try, but if they can't at this time you'll just have to be patient.

shaun_from_Africa

lucybridge said:

 the knob that turns the machine on and selects the temperature has recently stopped working. It just spins round and doesn’t select any settings/turn the machine on.

Have you had a good look at the knob to see if there is a small grub screw that's worked loose? This can easily happen over time, especially if it wasn't too tight to begin with.
If there is one, it will probably be a tiny slotted screw head or a tiny hex key (Allen key) as in the pic below.
They are not too common but some knobs have a cap on the top that comes off and a nut inside for fixing to the switch.

lucybridge

shaun_from_Africa said:

lucybridge said:

 the knob that turns the machine on and selects the temperature has recently stopped working. It just spins round and doesn’t select any settings/turn the machine on.

Have you had a good look at the knob to see if there is a small grub screw that's worked loose? This can easily happen over time, especially if it wasn't too tight to begin with.
If there is one, it will probably be a tiny slotted screw head or a tiny hex key (Allen key) as in the pic below.
They are not too common but some knobs have a cap on the top that comes off and a nut inside for fixing to the switch.

Sorry no it doesn’t have one of these. Thanks though ☺️

Hasbeen

Like this one?

lucybridge

Hasbeen said:

Like this one?

Yes that’s the one ☺️

Hasbeen

Sometimes? the knob breaks on the shaft/spindle. You should be able to pull it off and ascertain this. If you can, might need strong fingers? then try and turn shaft to use. Perhaps might work as short term fix until JL  arrange repair or replacement.

I am sure other posters will be able to offer other advice on this.

lucybridge

Hasbeen said:

Sometimes? the knob breaks on the shaft/spindle. You should be able to pull it off and ascertain this. If you can, might need strong fingers? then try and turn shaft to use. Perhaps might work as short term fix until JL  arrange repair or replacement.

I am sure other posters will be able to offer other advice on this.

Hi.

Thanks for this. I’ve done this and been able to temporarily fix the knob with tape and it’s working perfectly!