John Lewis TV guarantee

neverthesamedaytwice

The response suggests that a case worker will be assigned .. is this not correct?

screech_78

neverthesamedaytwice said:

The response suggests that a case worker will be assigned .. is this not correct?

Yes, that’s correct. However it’s a case manager from technical support. The Head of Customer Service team (customer relations) don’t deal with anything of a technical nature. Depending on who you spoke with previously and if it’s already been escalated, it’s likely it will go back to the same person. If not, it’ll be someone else from within the same team. 

neverthesamedaytwice

Well if it's not actually possible to raise an independent complaint within JL I think that really might be the end of them.

screech_78

neverthesamedaytwice said:

Well if it's not actually possible to raise an independent complaint within JL I think that really might be the end of them.

Would you rather your complaint was dealt with someone who had no clue what they were doing? Just because the answer you’ve had isn’t what you want, it doesn’t necessarily make it the wrong answer. You can never please 100% of customers 100% of the time as sometimes expectations are unrealistic. You can always go down the small claims route, but I wouldn’t fancy your chances at a better outcome. 

neverthesamedaytwice

screech_78 said:

neverthesamedaytwice said:

Well if it's not actually possible to raise an independent complaint within JL I think that really might be the end of them.

Would you rather your complaint was dealt with someone who had no clue what they were doing? Just because the answer you’ve had isn’t what you want, it doesn’t necessarily make it the wrong answer. You can never please 100% of customers 100% of the time as sometimes expectations are unrealistic. You can always go down the small claims route, but I wouldn’t fancy your chances at a better outcome. 

My complaint is largely about the quality of customer service I've received. I'd like someone to independently assess this.

neverthesamedaytwice

Anyway, I really must put this thread to bed. Thanks for your help.

Aylesbury_Duck

neverthesamedaytwice said:

Well if it's not actually possible to raise an independent complaint within JL I think that really might be the end of them.

Why?  I don't choose retailers based upon the facility to approach an independent adjudicator in the event of a problem, and I suspect no one else does, either.  My consumer rights and ultimately, small claims court are the vehicles for dealing with such things.

screech_78

neverthesamedaytwice said:

screech_78 said:

neverthesamedaytwice said:

Well if it's not actually possible to raise an independent complaint within JL I think that really might be the end of them.

Would you rather your complaint was dealt with someone who had no clue what they were doing? Just because the answer you’ve had isn’t what you want, it doesn’t necessarily make it the wrong answer. You can never please 100% of customers 100% of the time as sometimes expectations are unrealistic. You can always go down the small claims route, but I wouldn’t fancy your chances at a better outcome. 

My complaint is largely about the quality of customer service I've received. I'd like someone to independently assess this.

I’m confused now. The whole way through the thread you’ve said your complaint is regarding not getting the replacement TV you want. Someone independently assessing that isn’t going to change. I’m not sure that you’ve received poor service at all - you’ve been offered two reasonable options but your expectations do seem to be unrealistic. Even if you had received poor service, that’s a matter for feedback. Not giving you something you’re not entitled to. 

neverthesamedaytwice

Aylesbury_Duck said:

neverthesamedaytwice said:

Well if it's not actually possible to raise an independent complaint within JL I think that really might be the end of them.

Why?  I don't choose retailers based upon the facility to approach an independent adjudicator in the event of a problem, and I suspect no one else does, either.  My consumer rights and ultimately, small claims court are the vehicles for dealing with such things.

Because sometimes the complaint will.be about the person assessing it.

It would provide a situation where a potentially bad employee would have no need to ever be judged.

It's in the company interest to assess claims impartiality for the health and success of the company.

neverthesamedaytwice

screech_78 said:

neverthesamedaytwice said:

screech_78 said:

neverthesamedaytwice said:

Well if it's not actually possible to raise an independent complaint within JL I think that really might be the end of them.

Would you rather your complaint was dealt with someone who had no clue what they were doing? Just because the answer you’ve had isn’t what you want, it doesn’t necessarily make it the wrong answer. You can never please 100% of customers 100% of the time as sometimes expectations are unrealistic. You can always go down the small claims route, but I wouldn’t fancy your chances at a better outcome. 

My complaint is largely about the quality of customer service I've received. I'd like someone to independently assess this.

I’m confused now. The whole way through the thread you’ve said your complaint is regarding not getting the replacement TV you want. Someone independently assessing that isn’t going to change. I’m not sure that you’ve received poor service at all - you’ve been offered two reasonable options but your expectations do seem to be unrealistic. Even if you had received poor service, that’s a matter for feedback. Not giving you something you’re not entitled to. 

There are two strands to my issue. I came here to find out about my rights as a consumer, not to discuss my customer service experience with JL.