John Lewis not so good customer service

TELLIT01
TELLIT01 Posts: 16,241
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edited 21 June 2022 at 9:41AM in Praise, vent & warnings
A TV purchased from John Lewis developed a fault over the weekend.  I called this morning only to be advised that they now use WhatsApp, and I got a horrible sinking feeling.  Nonetheless, I pressed 1 and expected silence.  Within a few minutes I had a message back and went through a process of answering a few questions to point me to the relevant area.  That was followed by suggestions and requests to try a few things out.  The great benefit of the system is that you can respond when convenient rather than either having to rush off to try with somebody waiting on the phone, or having to call back after every attempt.
Long story short, courier has been arranged to pick up the TV in a couple of days.  The WhatsApp method worked well for me.

What initially seemed a good system has fallen apart through the following 24 hours.  In my WhatsApp discussion I was told I could use the original packaging and that the courier would have the label for the return. I was also told that I could leave the box in our porch for collection.
Later in the day I received an e-mail from the company who do their repairs with detailed instructions on how to pack the TV in their packaging, along with a label to print.  I e-mailed them regarding my previous conversation with JL and was told that if I didn't use their packaging they would not accept responsibility for the TV.  Not only does this mean I have to package the TV whilst the courier is waiting but, as I have to use their packaging which the courier will bring, I have to kick my heels all day waiting for them to arrive.
It seem ridiculous that the repair company don't seem to think that the original box and packaging is strong enough despite it obviously having been used for the delivery.  There is no point arguing with them as they will always win.
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