John Lewis offloading warranty to Manufacturer

Chickereeeee

I bought a Bosch kettle (with variable temp settings, £99) from John Lewis online (click and collect) last November. Kettle has now started playing up - switching off before it reached set temperature. I called JL in the hope of swapping it for a good one,  but, as seems to be the fashion nowadays, they told me to contact  Bosch.  Despite me insisting my contract was with JL, their CS would not have it, insisting that it was a 'manufacturers 2 year warranty'.  I called Bosch, and of course they would take it back, test it, and replace if faulty, so I would be without a kettle for at least 2 weeks (or probably into the New Year now...).

On the JL site (without digging into the small print) it plainly says 'WE will repair or replace....".

JL store is 5 mins away, and I would rather drop it off there than pack and post to Bosch!

What are my rights, and what's the best way to handle this?

Thanks!

powerful_Rogue

Chickereeeee said:

I bought a Bosch kettle (with variable temp settings, £99) from John Lewis online (click and collect) last November. Kettle has now started playing up - switching off before it reached set temperature. I called JL in the hope of swapping it for a good one,  but, as seems to be the fashion nowadays, they told me to contact  Bosch.  Despite me insisting my contract was with JL, their CS would not have it, insisting that it was a 'manufacturers 2 year warranty'.  I called Bosch, and of course they would take it back, test it, and replace if faulty, so I would be without a kettle for at least 2 weeks (or probably into the New Year now...).

On the JL site (without digging into the small print) it plainly says 'WE will repair or replace....".

JL store is 5 mins away, and I would rather drop it off there than pack and post to Bosch!

What are my rights, and what's the best way to handle this?

Thanks!

As it's over six months old, the onus would be on you to prove it's inherently faulty. Nothing wrong with John Lewis asking you to contact Bosch. The other option would be for JL to send it off to Bosch and receive it back, which could add additional days/weeks to the process.

user1977

If you really can't cope without a kettle, you have the right to buy a cheap one to tide you over. There's no implied right to have uninterrupted use of an item even if the retailer does agree to fix/exchange it.

pinkshoes

You could insist on JL taking it, but they would then return it to be repaired by Bosch so would take even longer. It is quicker doing it yourself.

Also, as mentioned above, as it's over 6 months old then if you want to go down the Consumer Rights line rather than Warranty, you'll need an independent report showing its inherently faulty before asking JL to step in. JL then have the choice to repair, replace or a partial refund. This would take even longer than above and end up down the same route e.g. the kettle being sent to Bosch for a repair.

I had the same kettle and mine kept leaking from the base and tripping the electrics in my house! It was a fab kettle being able to select the temperature, but only lasted about 2.5 years. 

Chickereeeee

Over six month old? Last November was a month ago! (I appreciate some people don't see it like that). Anyhow, we noticed water for coffee was cooler than the should be last week (within 30 days of receiving ketttle) but only realised it was a kettle fault today,

maisie_cat

If you've only had it a month simply take it back into the store with the receipt. I've taken a faulty kettle back after a few weeks.

screech_78

If it’s under 6 months old, you’re entitled to a full refund if you wish. However, JL are also entitled to check it’s faulty so the wait time won’t really be any less. 

Sandtree

screech_78 said:

If it’s under 6 months old, you’re entitled to a full refund if you wish. However, JL are also entitled to check it’s faulty so the wait time won’t really be any less. 

Basis of this?

Before the first 30 days you can reject the item for a full refund. After 30 days and before 6 months then you can express a preference for repair, replace or refund however there is no obligation for the merchant to meet that preference if they can show one of the other remedies is more cost effective for them.  After 6 months the same applies however the merchant can reduce the refund to reflect use (if that is the remedy they select).

powerful_Rogue

Chickereeeee said:

Over six month old? Last November was a month ago! (I appreciate some people don't see it like that). Anyhow, we noticed water for coffee was cooler than the should be last week (within 30 days of receiving ketttle) but only realised it was a kettle fault today,

Think it was the wording. Bought in November vs last November.....

pinkshoes

Last November = November 2020.

If you bought it IN November then I would have assumed November 2021.

If less then 30 days then reject for full refund.

Chickereeeee

30 days were up last Thursday. Or IN Thursday, if you prefer.... :-)