John Lewis Added Care complaint

Jonixx

Hi all, 

I have bought added care for accidental damage related with a Samsung Tv in 2016, when I moved house this year I have hanged the same TV to a wall and the brackets fall off.

I have raised it to added care and they now came back saying that I have used force to damage the brackets as they would not just fall off, I have asked it to be escalated as there are no technical grounds rather than an individual opinion. Then they went on saying that there more issues and damages internally etc.

This could be age related but the added care is still valid so why wouldn’t it be accepted !?

Do you think I am right to escalate ? What are my rights ? Should I just quit ?

I am a technical guy so I expect that the report will tell me how much Nm of force I have applied for this to happen. The frustration is that it just fall off and this is not a fraud attempt.

Thank you in advance! I appreciate any advice

Sandtree

I see what they currently sell is an insurance policy underwritten by Domestic and General... is yours the same? If its insurance or a warranty/care plan etc makes a bid difference to your options.

Assuming it is then its then follow the complaints process in your document and if you get a Final Response from D&G that you arent happy with or they dont respond within 8 weeks you can escalate to the Financial Ombudsman Service for arbitration 

neilmcl

Having read their terms it seems they will not cover the damage if you failed to take care of the TV properly and that would include failing to ensure it's been installed correctly. Not checking that the brackets could hold the TV would in my opinion be a failure of installation and therefore they could rightly decline your claim.

JJ_Egan

My JL added care says .

Your product is covered against: 1.Accidental Damage Accidental damage is considered to be damage resulting for an unforeseen and sudden incident, which is accidental in nature.

neilmcl

JJ_Egan said:

My JL added care says .

Your product is covered against: 1.Accidental Damage Accidental damage is considered to be damage resulting for an unforeseen and sudden incident, which is accidental in nature.

And did you read their exclusions?

JJ_Egan

Yes thanks

Accidental in nature is not

Faulty installation Failure by you or any other party such as a tradesperson, to follow manufacturer instructions and guidelines for installation.