Faulty mobile from John Lewis

bearayre

Hi, I bought a Motorola g8 from the John Lewis website on 3rd July. It has developed a fault where it has 3 vertical lines down the screen, and sometimes randomly types letters etc when in an app. I have phoned them and they said to speak to support. This I did.

They suggested I get everything off it and reset it. If it's a software fault, resetting it should cure it. If not, then it's a hardware fault. Done that, no difference. Spoke to them today and they said I have to take it in to a john lewis shop and they will send it away.

Obviously, the shops are shut till at least beginning of december! I asked if I could send it somewhere instead as I don't live near a shop and don't want to wait that long. They said no, because of that model of phone, it has to go in to a shop, it's all they could do. I asked what would happen if lockdown is extended and they don't open first week of december. He said we might have some other way of dealing with it if that happens! I said I'm not happy about that as I didn't buy it from a shop and asked again if I can send it in. Apparently not, customers can not post faulty items in, only through the shop! Is all this correct? Cheers

Aylesbury_Duck

To be honest, your best bet is to buy a cheap stopgap phone and just wait until you can take this one in.  Sending things in by post opens up the possibility of it getting lost, damaged in transit and so on.  

Were_Doomed

There's nothing in their T&Cs that I can easily find that states returns of online orders must be made in-store. For faulty goods then the seller is liable for all costs involved in providing the remedy - including returns costs.

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.

https://www.johnlewis.com/customer-services/returns/our-refund-policy

See also Ordering, cancelling and returning products at https://www.johnlewis.com/customer-services/shopping-with-us/terms-and-conditions

bearayre

Cheers. I've also had a look on there site and can't find any reference to taking faulty goods back to the shop. I have emailed them again asking if this is the case and why this mobile has to go to the shop but others don't?