John Lewis Refused to Cover Cost Of Inherent Fault,Engineers Report

Manxman_in_exile

It is interesting the number of people who complain about JL customer services these days - I'm sure that didn't used to be the case.  If some of the OPs on these boards are to be believed, JL CS often try to fob people off with rebuffs that are blatantly wrong.

user1977

Manxman_in_exile said:

It is interesting the number of people who complain about JL customer services these days - I'm sure that didn't used to be the case.  If some of the OPs on these boards are to be believed, JL CS often try to fob people off with rebuffs that are blatantly wrong.

Yes, isn't it JL who have been doing the "no, you can't return [any internet-enabled device] if you've already entered your wifi details because *mumble mumble* data protection"?

Manxman_in_exile

So I believe from what some people post on here.

bris

They don't have to refund the cost of the report, they don't even have to accept the report at this stage.

Did I miss the part about going to court and winning, then the court ordering all costs? If not to get what you want you first need a court order.

the_lunatic_is_in_my_head

£77 will be their first offer, push back and ask for more, £120 would be my aim so I’d counter with £150.  

Littlestars_2

dreamypuma said:

mattyprice4004 said:

Absolutely no surprise to be honest - it says it all that they left their customer service in the hands of C(r)apita and their small deliveries to Hermes... 

I'm fairly certain Capita haven't managed John Lewis Customer service since around 2018 - JLP probably still outsource though

They haven't, John Lewis pulled the contract with Capita as Sitel (who already do their Technical Support) offered a lower price to do the contract and emails were sent overseas with a few departments taken in-house. A year later they then pulled the contract with Sitel and outsourced it overseas, so while a few departments remained in-house, the majority went overseas.

But in terms of the OP have you asked them to cover the cost and if so the exact reason they wont accept it?. The reason they will ask for a VAT receipt is to check its been looked at by a legitimate company at a reasonable cost and not your friend Sam who happens to know a thing or two and has given you a handwritten letter stating their is an inherent fault and want to make some exta money out of it.

And yes a retailer is allowed to give a pro-rata refund based on the use you have had from the product, you have had it for just over two years so you are not entitled to a full refund. The argument is how long would you reasonably expect the product to last and if a £77 refund is reasonable amount. If you don't agree you can ask them to increase the offer, but for any refund they will want the product returned, as it no longer yours. Plus what are you going to do with a faulty soundbar anyway.

Al_Ross

Littlestars_2 said:

dreamypuma said:

mattyprice4004 said:

Absolutely no surprise to be honest - it says it all that they left their customer service in the hands of C(r)apita and their small deliveries to Hermes... 

I'm fairly certain Capita haven't managed John Lewis Customer service since around 2018 - JLP probably still outsource though

They haven't, John Lewis pulled the contract with Capita as Sitel (who already do their Technical Support) offered a lower price to do the contract and emails were sent overseas with a few departments taken in-house. A year later they then pulled the contract with Sitel and outsourced it overseas, so while a few departments remained in-house, the majority went overseas.

But in terms of the OP have you asked them to cover the cost and if so the exact reason they wont accept it?. The reason they will ask for a VAT receipt is to check its been looked at by a legitimate company at a reasonable cost and not your friend Sam who happens to know a thing or two and has given you a handwritten letter stating their is an inherent fault and want to make some exta money out of it.

And yes a retailer is allowed to give a pro-rata refund based on the use you have had from the product, you have had it for just over two years so you are not entitled to a full refund. The argument is how long would you reasonably expect the product to last and if a £77 refund is reasonable amount. If you don't agree you can ask them to increase the offer, but for any refund they will want the product returned, as it no longer yours. Plus what are you going to do with a faulty soundbar anyway.

When I first contacted John Lewis Support, by email, I was told they would help me but I would need a report which I got. They then offered me a partial refund of £77, but no mention of the report cost, which I queried. I was told because they had not agreed to cover the report as a goodwill gesture they wouldn't.

Looking back at someone else’s old post hear they agreed at the beginning to cover half the report cost.

I stupidly never asked them, when they said get a report, as my understanding was if the fault proved inherent I was entitled to the cost back.A VAT report had no bearing on this in the end.

Al_Ross

the_lunatic_is_in_my_head said:

£77 will be their first offer, push back and ask for more, £120 would be my aim so I’d counter with £150.  

So can I make a court claim for lets say a £100 for the sound Bar plus report costs £60.?

This Sound Bar System,still sells for £100-£150 on Ebay,so I do think £77 is a very low offer.

Aylesbury_Duck

Al_Ross said:

the_lunatic_is_in_my_head said:

£77 will be their first offer, push back and ask for more, £120 would be my aim so I’d counter with £150.  

So can I make a court claim for lets say a £100 for the sound Bar plus report costs £60.?

This Sound Bar System,still sells for £100-£150 on Ebay,so I do think £77 is a very low offer.

No, you counter their offer before rushing off to court.

the_lunatic_is_in_my_head

Al_Ross said:

the_lunatic_is_in_my_head said:

£77 will be their first offer, push back and ask for more, £120 would be my aim so I’d counter with £150.  

So can I make a court claim for lets say a £100 for the sound Bar plus report costs £60.?

This Sound Bar System,still sells for £100-£150 on Ebay,so I do think £77 is a very low offer.

Maybe I'm optimistic but if I pay £180 for a speaker I'd expect it to last at least 6 years and agree £77 is low.

If you are happy with £100 maybe counter with £120 and hopefully they'll meet you in middle. 

As above, counter offer, if they refuse then send letter before action asking for the £60 plus a fair value for the goods, followed by small claims if both parties still can't come to an agreement.

If they argue the toss over the report get what you can for the goods and then letter before action for the rest so your claim is mitigated.