Consumer Rights Act 2015 : John Lewis refused to replace my camera

Bigcat40d

1. During the John Lewis Summer Sale (17th June 2019) I bought a Sony Camera DSC-RX100M3 for £189.00 

2. John Lewis had my camera for repair since 20th January 2020.

3.  John Lewis lost my camera. 

4. Today price SonyCamera DSC-RX100M3 Price is £479.00

5. Last week John Lewis Customer Service Manager offered me the refund of 250.00

6. According to John Lewis (Return Policy):

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

Please Advise.

Aylesbury_Duck

Bigcat40d said:

1. During the John Lewis Summer Sale (17th June 2019) I bought a Sony Camera DSC-RX100M3 for £189.00 

2. John Lewis had my camera for repair since 20th January 2020.

3.  John Lewis lost my camera. 

4. Today price SonyCamera DSC-RX100M3 Price is £479.00

5. Last week John Lewis Customer Service Manager offered me the refund of 250.00

6. According to John Lewis (Return Policy):

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

Please Advise.

Good on them for meeting their commitment to refund you, plus including £61 extra for your trouble.

The returns policy is not relevant in this context.  You're not returning a camera, they have lost it.  

pinkshoes

Bigcat40d said:

1. During the John Lewis Summer Sale (17th June 2019) I bought a Sony Camera DSC-RX100M3 for £189.00 

2. John Lewis had my camera for repair since 20th January 2020.

3.  John Lewis lost my camera. 

4. Today price SonyCamera DSC-RX100M3 Price is £479.00

5. Last week John Lewis Customer Service Manager offered me the refund of 250.00

6. According to John Lewis (Return Policy):

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

Please Advise.

Wow! So you paid £189 for something and got a £250 refund?!?!?

Legally they only have to refund you a percentage of what you paid, so if I were you I'd shut up and say thank you, because they have gone far beyond what they needed to.

They sell for £200 on eBay, so just use the money to replace it then you are £50 up!

Undervalued

To be honest I would accept their offer before they change their mind!
Your maximum legal entitlement is to a refund of £189 (what you paid for the item) unless you could somehow show that you have suffered a quantifiable financial loss as a result of their negligence. The current price (which is a movable feast with older models of Sony cameras) is irrelevant. 

I think the RX-100 is now on model M7 (maybe even M8) at around £1500 but Sony, unusually for camera manufacturers, continue to sell several older versions at a range of prices via certain retailers including JL and Amazon. Recently, just for a week or so, the A7 Mkii was being sold at a heavily reduced price on Amazon. Currently you would have to pay several hundred more but that does give anybody who bought one that develops a fault a right to more than their money back.

Manxman_in_exile

John Lewis has had your camera in for repair since 20 January?  11 months ago?

As others have said £250 is more than you are entitled to.  But if I were you I might try to gently push them towards giving me a fairly similar replacement.  After all, they did lose it.  What do they currently stock that you might be satisfied with - assuming they don't want to give you the same model camera?

Of course, if you push too hard they might reduce their offer so that it's not so generous - and that might not be more than £150 being generous.  Your choice...

ssparks2003

I think that this post should be moved to the praise section, well done John Lewis