John Lewis - 2 year guarantee apple products no receipt

Racky_Roo

Do you realise how many Air Pods JL sell every day? Thousands! A date of purchase will not be very helpful for them to identify the purchase and they're not going to so a search only based on that, how do you expect them to narrow it down from just a date? You don't know if they were bought online or in a store and how they were paid for etc. The purchaser should have got a gift receipt when buying them so the details were available. As you got them for free, I think you need to write this off as unfortunate and if you are ever lucky enough to win anything again, ask for the receipt as proof of purchase should the item break.

h2oh2o

Thanks for all the help.
The raffle prizes were donated by individuals (i.e. senior staff - not the company itself) as it was for charity. It was a over year ago and she doesn't work there any more. Never thought to ask for a receipt in raffles but will bear that in mind if ever fortunate again to win something.

I would have thought date of purchase + serial number would be enough for JL to identify the purchase. In any event, there should be no doubt whatsoever that they were purchased from JL - if Apple know that they were purchased from JL then JL should be able to determine it too.

I don't think it is essential to go to an apple shop first before going to the retailer but the fact that I did should give JL comfort the airpods aren't stolen (as apple wouldn't have given the diagnostic report if they were).

In any event - I am not suggesting I am entitled to anything. Just wanted to see if anyone has had a better experience with JL and apple products. Thanks all

jon81uk

h2oh2o said:

Thanks for all the help.
The raffle prizes were donated by individuals (i.e. senior staff - not the company itself) as it was for charity. It was a over year ago and she doesn't work there any more. Never thought to ask for a receipt in raffles but will bear that in mind if ever fortunate again to win something.

I would have thought date of purchase + serial number would be enough for JL to identify the purchase. In any event, there should be no doubt whatsoever that they were purchased from JL - if Apple know that they were purchased from JL then JL should be able to determine it too.

I don't think it is essential to go to an apple shop first before going to the retailer but the fact that I did should give JL comfort the airpods aren't stolen (as apple wouldn't have given the diagnostic report if they were).

In any event - I am not suggesting I am entitled to anything. Just wanted to see if anyone has had a better experience with JL and apple products. Thanks all

Apple obviously keep a log of all serial numbers and the retailer they sold them too. John Lewis just scan a barcode when selling to customers, they don't record the serial numbers, I've looked at a receipt for a laptop and it just has the product code. I expect if I went to Dell they may know they sold that laptop to John Lewis, but without the receipt JL don't know who they sold it to.

I 

h2oh2o

jon81uk said:

h2oh2o said:

Thanks for all the help.
The raffle prizes were donated by individuals (i.e. senior staff - not the company itself) as it was for charity. It was a over year ago and she doesn't work there any more. Never thought to ask for a receipt in raffles but will bear that in mind if ever fortunate again to win something.

I would have thought date of purchase + serial number would be enough for JL to identify the purchase. In any event, there should be no doubt whatsoever that they were purchased from JL - if Apple know that they were purchased from JL then JL should be able to determine it too.

I don't think it is essential to go to an apple shop first before going to the retailer but the fact that I did should give JL comfort the airpods aren't stolen (as apple wouldn't have given the diagnostic report if they were).

In any event - I am not suggesting I am entitled to anything. Just wanted to see if anyone has had a better experience with JL and apple products. Thanks all

Apple obviously keep a log of all serial numbers and the retailer they sold them too. John Lewis just scan a barcode when selling to customers, they don't record the serial numbers, I've looked at a receipt for a laptop and it just has the product code. I expect if I went to Dell they may know they sold that laptop to John Lewis, but without the receipt JL don't know who they sold it to.

I 

I don't think that is right because that would allow to you return Airpods never purchased from JL with a JL receipt (i.e. one could just purchase new Airpods from JL and then return faulty Airpods that weren't purchased from JL using that receipt). JL for sure know how to distinguish by the SN

Manxman_in_exile

@h2oh2o -  as others (including myself) have already said, if you want to rely on the JL guarantee - which gives you additional benefits over and above consumer legislation - then you must comply with their terms and play by their rules.

@elsien has already pointed out that the T&Cs of their guarantee actually tell purchasers to keep their receipts safe as "... this acts as your guarantee ..."  (Terms & conditions | John Lewis)

I read that as meaning that in order to claim on a JL gurantee you really must be able to provide a purchase receipt.  Doesn't matter about anything else - you need the original receipt.

However, you could perhaps argue that the T&Cs are a bit ambiguous because they also say - immediately before the bit about the receipt acting as your guarantee - that:  "You'll need to provide us with details of your item, including the model number and date of purchase... "  It's not 100% clear from the wording of the T&Cs whether (1) all you need is the model number and date of purchase, and that this information can conveniently be found on your receipt, or (2) that actually being able to produce your receipt is an absolute pre-condition of claiming on the gurantee.

From previous threads on here I believe other people have resolved issues with JL as follows:

"Escalated Complaints Process

If you've contacted us and you feel that we haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service Team:

Email: Head_of_Customer_Service@johnlewis.co.uk

Write: Customer Relations Department, John Lewis & Partners, PO Box 3586, Glasgow G73 9DW"

h2oh2o

Manxman_in_exile said:

@h2oh2o -  as others (including myself) have already said, if you want to rely on the JL guarantee - which gives you additional benefits over and above consumer legislation - then you must comply with their terms and play by their rules.

@elsien has already pointed out that the T&Cs of their guarantee actually tell purchasers to keep their receipts safe as "... this acts as your guarantee ..."  (Terms & conditions | John Lewis)

I read that as meaning that in order to claim on a JL gurantee you really must be able to provide a purchase receipt.  Doesn't matter about anything else - you need the original receipt.

However, you could perhaps argue that the T&Cs are a bit ambiguous because they also say - immediately before the bit about the receipt acting as your guarantee - that:  "You'll need to provide us with details of your item, including the model number and date of purchase... "  It's not 100% clear from the wording of the T&Cs whether (1) all you need is the model number and date of purchase, and that this information can conveniently be found on your receipt, or (2) that actually being able to produce your receipt is an absolute pre-condition of claiming on the gurantee.

From previous threads on here I believe other people have resolved issues with JL as follows:

"Escalated Complaints Process

If you've contacted us and you feel that we haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service Team:

Email: Head_of_Customer_Service@johnlewis.co.uk

Write: Customer Relations Department, John Lewis & Partners, PO Box 3586, Glasgow G73 9DW"

Thank you and agree with everything you have said.

I contacted JL customer service by Whatsapp and they've agreed to a repair. They've given me a reference number which I can take in store in lieu of my proof of purchase. A very favorable outcome for me indeed.

Many thanks

Jumblebumble

h2oh2o said:

jon81uk said:

h2oh2o said:

Thanks for all the help.
The raffle prizes were donated by individuals (i.e. senior staff - not the company itself) as it was for charity. It was a over year ago and she doesn't work there any more. Never thought to ask for a receipt in raffles but will bear that in mind if ever fortunate again to win something.

I would have thought date of purchase + serial number would be enough for JL to identify the purchase. In any event, there should be no doubt whatsoever that they were purchased from JL - if Apple know that they were purchased from JL then JL should be able to determine it too.

I don't think it is essential to go to an apple shop first before going to the retailer but the fact that I did should give JL comfort the airpods aren't stolen (as apple wouldn't have given the diagnostic report if they were).

In any event - I am not suggesting I am entitled to anything. Just wanted to see if anyone has had a better experience with JL and apple products. Thanks all

Apple obviously keep a log of all serial numbers and the retailer they sold them too. John Lewis just scan a barcode when selling to customers, they don't record the serial numbers, I've looked at a receipt for a laptop and it just has the product code. I expect if I went to Dell they may know they sold that laptop to John Lewis, but without the receipt JL don't know who they sold it to.

I 

I don't think that is right because that would allow to you return Airpods never purchased from JL with a JL receipt (i.e. one could just purchase new Airpods from JL and then return faulty Airpods that weren't purchased from JL using that receipt). JL for sure know how to distinguish by the SN

So
I have a pair of Airpods bought from JL that go faulty after 6 months
Apple replace them under the Apple Warranty 
The new pair go faulty after 9 months
Are you suggesting that JL can walk away from dealing with the claim?

h2oh2o

Jumblebumble said:

h2oh2o said:

jon81uk said:

h2oh2o said:

Thanks for all the help.
The raffle prizes were donated by individuals (i.e. senior staff - not the company itself) as it was for charity. It was a over year ago and she doesn't work there any more. Never thought to ask for a receipt in raffles but will bear that in mind if ever fortunate again to win something.

I would have thought date of purchase + serial number would be enough for JL to identify the purchase. In any event, there should be no doubt whatsoever that they were purchased from JL - if Apple know that they were purchased from JL then JL should be able to determine it too.

I don't think it is essential to go to an apple shop first before going to the retailer but the fact that I did should give JL comfort the airpods aren't stolen (as apple wouldn't have given the diagnostic report if they were).

In any event - I am not suggesting I am entitled to anything. Just wanted to see if anyone has had a better experience with JL and apple products. Thanks all

Apple obviously keep a log of all serial numbers and the retailer they sold them too. John Lewis just scan a barcode when selling to customers, they don't record the serial numbers, I've looked at a receipt for a laptop and it just has the product code. I expect if I went to Dell they may know they sold that laptop to John Lewis, but without the receipt JL don't know who they sold it to.

I 

I don't think that is right because that would allow to you return Airpods never purchased from JL with a JL receipt (i.e. one could just purchase new Airpods from JL and then return faulty Airpods that weren't purchased from JL using that receipt). JL for sure know how to distinguish by the SN

So
I have a pair of Airpods bought from JL that go faulty after 6 months
Apple replace them under the Apple Warranty 
The new pair go faulty after 9 months
Are you suggesting that JL can walk away from dealing with the claim?

No but I think it would be fair for them to ask why they aren't the same airpods and ask you to produce the apple repair report showing the swap