Retailer pushing back on Consumer Rights 2015

redhotears

Gavin83 said:

Just to confirm as it’s not entirely clear, is the machine now working after the 3rd attempt or is it still broken?

@Gavin83 Machine is still not working.

deannagone

Whichever company you bought it off.., see if you can find a CEO email addresss.  After many phone calls with Customer services with a non working 2 month old Freezer (and one repair attempt) I just wanted the freezer replaced with a different model.  

Once I emailed the CEO, an executive liaison person contacted me and it was all sorted very quickly.

Customer services work off scripts, the scripts can be unhelpful.

redhotears

deannagone said:

Whichever company you bought it off.., see if you can find a CEO email addresss.  After many phone calls with Customer services with a non working 2 month old Freezer (and one repair attempt) I just wanted the freezer replaced with a different model.  

Once I emailed the CEO, an executive liaison person contacted me and it was all sorted very quickly.

Customer services work off scripts, the scripts can be unhelpful.

wrt. scripts, yes, the last three responses have been almost identical!

redhotears

Thanks again all for your advice. I'm new to forums so am still not sure about etiquette. However, as @the_lunatic_is_in_my_head has asked:

The retailer is John Lewis

The manufacturer is Bosch

Never would I have thought these two names would cause me so much grief!!

HillStreetBlues

Is the problem still the noise level?
If so are you able to record it?

Manxman_in_exile

deannagone said:

Whichever company you bought it off.., see if you can find a CEO email addresss.  After many phone calls with Customer services with a non working 2 month old Freezer (and one repair attempt) I just wanted the freezer replaced with a different model.  

Once I emailed the CEO, an executive liaison person contacted me and it was all sorted very quickly.

Customer services work off scripts, the scripts can be unhelpful.

redhotears said:

Thanks again all for your advice. I'm new to forums so am still not sure about etiquette. However, as @the_lunatic_is_in_my_head has asked:

The retailer is John Lewis

The manufacturer is Bosch

Never would I have thought these two names would cause me so much grief!!

@redhotears -  try escalating your complaint to here:

"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"

I would also complain that the response JL gave you earlier was incorrect and misleading, and likely to make you believe that you had fewer statutory consumer rights than you actually do under the law.  In particular this bit:

"Regarding your wish to claim under the sale of goods act; which has been replaced by the Consumer Rights Act 2015, I regret we would not be able to consider your claim in this instance as the criteria for this has not been met. For a successful claim under this act, the quality of goods can only be claimed against within the initial 30 days of purchase for the right to reject the device.

After this point in your case, it is acceptable under the Act for a fault to develop..."

It is NOT true that the quality of goods can only be claimed against within the initial 30 days, and it is NOT true that it is acceptable under the Act for a fault to develop after 30 days.

You really should complain about the misleading nature of that reply.

DullGreyGuy

Manxman_in_exile said:
You really should complain about the misleading nature of that reply.

Their executive complaints team is no better, from my experience. 

When arguing my CRA rights with JL they asked me to quote which section I was relying on... so I did, even gave them the link to it to save them looking.

They said that damage to foodstuffs was excluded as resultant damage of faulty goods and it was only if the item had damaged worksurfaces or such. When asking them to quote the section they were relying on they refused (because it doesnt exist - though wasnt the reason they gave).

Thankfully their lawyers when the MCOL form landed on their desks were much more sensible and almost immediately offered to settle in full. 

Manxman_in_exile

You might very well be right.  Along with Waitrose and M&S, JL are not necessarily the same quality retailer they once were.

Alderbank

Bosch isn't what it was either.

redhotears

Alderbank said:

Bosch isn't what it was either.

That's the lesson from this. Our previous Bosch just under 20 years!!  We then went through LG and Beko which between them lasted 7 years hence why we went back to Bosch....and here we are...