John Lewis offloading warranty to Manufacturer

theonlywayisup

Chickereeeee said:

An update on this (ignoring discussions on the item itself).

I waited until after Christmas to deal with kettle. When I tried to contact Bosch, their normal phone line did not offer an option which applied to me, and when I tried the 'online sales' option, it just said 'there is a technical fault' and dropped out.

I then contacted JL for the proper Bosch number to call, and was told "I can deal with that for you. Would you like to exchange or get a refund?". She then apologised for me being told to deal with Bosch, and confirmed what  I had argued with other JL person, and what I argued here - the contract is with JL.  So I opted for the exchange, which was in the local JL (10 mins away) by 10am the next day. Swapped with no issue, no need to buy another kettle.

This is what I expect from JL, and they came good after the glitch!

Excellent result for you and one you would expect from JL.  Hopefully the first call/contact was to someone covering the Xmas holidays.   Unfortunately JL online have outsourced call centres and it doesn't reflect what happens when you get a bonafide partner of JL to help.