John Lewis

powerful_Rogue

born_again said:

powerful_Rogue said:

MalMonroe said:

You DO have rights, under the Consumer Rights Act 2015. My advice would be to contact Citizens Advice to discuss what you can do next. An expensive iPad pro should last longer than yours has. Goods have to be 'fit for purpose' and 'of satisfactory quality' which yours are not. 

Link to Govt info about the Consumer Rights Act 2015.  https://www.legislation.gov.uk/ukpga/2015/15/contents/enacted

Link to Citizens Advice - https://www.citizensadvice.org.uk/resources-and-tools/search-navigation-tools/Search/?q=consumer+rights+act+2015&c=TOP-PUBLIC

When speaking to Citizens Advice, ask them about appealing to the Financial Ombudsman. Do not take heed of what John Lewis has told you because I have, in the past, contacted the Financial Ombudsman and have successfully challenged what I've been told by companies who have tried to keep my money when their goods were faulty.

The only problem with the Financial Ombudsman is that they are very busy right now but they DO get round to everyone eventually. If you have to wait, then you have to wait but in a case such as this, where I do believe you are in the right, it's worth waiting. Don't take JL's word that the Ombudsman will agree with them! They don't know that. 

If you used your credit card, do read the info in this link - you could use Section 75 to get your money back. 

https://www.which.co.uk/consumer-rights/regulation/section-75-of-the-consumer-credit-act-aZCUb9i8Kwfa

Good luck - and don't give up until you've had a really good try to get things put right!  £1319 is a lot of money to lose.

How's the Financial Ombudsman going to help?

Strange as this is the 2nd person that has mentioned FOS in relation to consumer rights... 
New one all round as the ymake no mention of them covering it on their pages.

Exactly what I was thinking. Had to go an double check the link you posted about what their remit is to make sure I hadn't missed anything.

Manxman_in_exile

newbussinessowner said:

...  They said about a 6 year consumer rights law that if I had purchased with them, they would have exchanged it, unfortunately I purchased through John Lewis and that I need to go down this route with them.  

I went across to John Lewis Exeter sat in a “tech room “ with a chap and explained everything.  He said as it was out of warranty it was not their problem.  I then told him about the 6 year consumer rights thing and he basically said Apple were lying.  I googled it in front of him and he just told me to ring John Lewis customer service which I did .  

...

I rang John Lewis customer service again and said about the 6 year protection ...

 As others have said, there is no such thing as 6 year protection (not sure how you could have googled it in front of the JL tech ).

The six years is basically the longest time (under English and Welsh law) after purchase that you can start a legal claim.  If a product fails within 6 years it does not necessarily mean you have any "protection" as you call it.  (After 6 years you almost certainly wouldn't).

If your Apple product failed after just over two years you might be entitled to a refund, but JL would be entitled to reduce the amount of the refund to reflect the amount of use you have had from it.

(If you bought it online, why didn't you flag up the recharging problem with JL before their two year warranty expired?  You say you didn't do that because their shops weren't open, but why is that relevant if you bought online?)

cymruchris

Out of interest, when you first experienced the problems, did you report them to John Lewis by email, so that there was a record of such a problem existing within the warranty period? Even if the stores were closed, and Covid being Covid, you could still have created a communication to outline the difficulties you were having, even if they couldn't be resolved straight away. 

newbussinessowner

Powerful_Rogue.  You are incorrect not to believe the Apple would replace . I had an iphone replaced by apple after a fault developed 3 years in.  It was covered by this rule. 

bris

newbussinessowner said:

Powerful_Rogue.  You are incorrect not to believe the Apple would replace . I had an iphone replaced by apple after a fault developed 3 years in.  It was covered by this rule. 

No he's not incorrect. Apple always tell people buy from us we would have fixed it but they don't.

There been enough threads on here saying the opposite so they are all as bad as each other.

Every case is different, just because you got a replacement doesn't mean everyone does.

68ComebackSpecial

newbussinessowner said:

Powerful_Rogue.  You are incorrect not to believe the Apple would replace . I had an iphone replaced by apple after a fault developed 3 years in.  It was covered by this rule. 

There is no such "rule" - you received a goodwill replacement, doubtlessly a refurbished unit - I received the same a decade ago with a failed iPod. Whether Apple give a goodwill repair or replacement is very hit or miss judging by the number of threads on this forum where they have denied any liability out of warranty, and especially when the product has been purchased elsewhere.

Manxman_in_exile

newbussinessowner said:

Powerful_Rogue.  You are incorrect not to believe the Apple would replace . I had an iphone replaced by apple after a fault developed 3 years in.  It was covered by this rule. 

The point you seem to be missing is that there is no such six-year "rule" that you are referring to.  Several people - including myself - have already pointed this out to you.  When (or if) Apple told you that you had a legal right to get consumer products replaced if they failed within six years, they were not telling you the truth.

You claim to have googled this "rule" in front of a JL customer services person.  Could you possibly post a link to what you found confirming this "rule"?

Apple may have replaced an iPhone for you after three years.  The point is that they were not legally obliged to do so (and neither would any other retailer) so they must have done it out of goodwill.  You have to understand that some retailers are more helpful than they are legally obliged to be.  Apple are not always that helpful.

jon81uk

Last time I tried to get an out of warrenty repair from Apple they told me I should have bought from John Lewis!

powerful_Rogue

newbussinessowner said:

Powerful_Rogue.  You are incorrect not to believe the Apple would replace . I had an iphone replaced by apple after a fault developed 3 years in.  It was covered by this rule. 

I'm afraid i'm not. A simple search of this forum for any posts that relate to Apple will see the following:

1) People that have purchased from another retailer going to Apple being told if they had purchased direct with them, they would have replaced it.

2) People buying direct from Apple being offered replacement devices for £xxx cost.

newbussinessowner

Final update to my post.  Barclaycard dealt with it under section 75.  They asked for all relevant information and correspondence.  Found in my favour. 

Considering John Lewis told me that Barclaycard would side with them in this matter.

Very disappointed in John Lewis.  We used to buy a lot of things from them safe in the knowledge that we would be looked after in the event of a problem.  Sadly proved wrong.

I will be loathed  to purchase anything from John Lewis again after this lot.