John Lewis - warranty dispute.

victorialouise21

We purchased an ‘Oculus Drift’ virtual reality headset in February of this year from our local John Lewis store.  When we bought it we also paid extra for insurance. 

The headset is now no longer working due to some sort of fault rather than accidental damage. We reported this to John Lewis who told us that the 2year warranty is with the manufacturer so we should report it to them, and because the goods have not been accidentally damaged we can not claim on the insurance. 

We have tried for over 3 weeks to get in touch with the manufacturer with no luck. We have been back to John Lewis who simply reiterated that it is not their problem as the warranty is with the manufacturer, their best suggestion was to try contacting them via social media rather than their preferred channels.

So we are left in a position where we have a faulty bit of kit which is comfortably within warranty but no-one is willing to accept responsibility for honouring it. Is there anything that we can do to bring this to a speedy resolution? 

Murphybear

I’m surprised at John Lewis digging their heels in, I have always found they are very helpful.

as far as I aware your contract is with the shop you purchased goods from, not the manufacturer.  I don’t know how having a warranty affects this.

i think you need professional advice on this.  “Which” has some very good articles about warranties.  Citizens Advice should also be able to help.  There is lots of info on their website but they also have a massive database which is not available to the public, you will have to speak to one of their advisers.

Were_Doomed

Your warranty is with the warranty provider. Your consumer rights are with the seller.

DiddyDavies

Contact JL again and tell them that you are seeking a resolution under your consumer rights and not under the warranty.
Point out to them that this is what their own returns policy states:
https://www.johnlewis.com/customer-services/returns/how-do-i-return-an-item#faulty-products

If your item develops a fault within 30 days of purchase, we’ll give an exchange or refund with proof of purchase. 

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

Bear in mind that they could ask you to prove that the fault is down to a manufacturing defect but it's unlikely that they will do so.

born_again

victorialouise21 said:

We purchased an ‘Oculus Drift’ virtual reality headset in February of this year from our local John Lewis store.  When we bought it we also paid extra for insurance. 

The headset is now no longer working due to some sort of fault rather than accidental damage. We reported this to John Lewis who told us that the 2year warranty is with the manufacturer so we should report it to them, and because the goods have not been accidentally damaged we can not claim on the insurance. 

We have tried for over 3 weeks to get in touch with the manufacturer with no luck. We have been back to John Lewis who simply reiterated that it is not their problem as the warranty is with the manufacturer, their best suggestion was to try contacting them via social media rather than their preferred channels.

So we are left in a position where we have a faulty bit of kit which is comfortably within warranty but no-one is willing to accept responsibility for honouring it. Is there anything that we can do to bring this to a speedy resolution? 

Perhaps have a word with this poster as they managed to contact Oculus 

https://forums.moneysavingexpert.com/discussion/6207109/guarantee-help-needed/p1