John Lewis - complaints getting nowhere

steveinhants

Hi,
I'll try and keep this brief:
Early December 2023, bought a VR headset and controllers. System has a fault that means one controller is no longer 'seen' by the headset. 
Called today after following troubleshooting and told I need to go to the manufacturer. Explained that my contract is with JL and I want them to resolve it as per CRA. Passed from pillar to post, on and off hold etc. Then told if I wanted to make a CRA claim it's a different dept. Same agent returns and tells me CRA not valid for me as it's the first fault in 6 months.
I ask to speak to manager etc and get a rude and obstructive person. Says I can wait on the line while they call the manufacturer but it would be me talking to them. I explain I don't have time and my contract is with JL, plus I need to get to work etc and ask if they need to do that they email me or call me back. Point blank refusal to this. Ask for escalation, told it's at the highest level. 
I've sent a complaint to Head_of_Customer_Service@johnlewis.co.uk but had a reply saying this isn't monitored.
Just need a repair or replacement so any advice greatly welcomed.

MattMattMattUK

steveinhants said:

Hi,
I'll try and keep this brief:
Early December 2023, bought a VR headset and controllers. System has a fault that means one controller is no longer 'seen' by the headset. 
Called today after following troubleshooting and told I need to go to the manufacturer. Explained that my contract is with JL and I want them to resolve it as per CRA. Passed from pillar to post, on and off hold etc. Then told if I wanted to make a CRA claim it's a different dept. Same agent returns and tells me CRA not valid for me as it's the first fault in 6 months.
I ask to speak to manager etc and get a rude and obstructive person. Says I can wait on the line while they call the manufacturer but it would be me talking to them. I explain I don't have time and my contract is with JL, plus I need to get to work etc and ask if they need to do that they email me or call me back. Point blank refusal to this. Ask for escalation, told it's at the highest level. 
I've sent a complaint to Head_of_Customer_Service@johnlewis.co.uk but had a reply saying this isn't monitored.
Just need a repair or replacement so any advice greatly welcomed.

As John Lewis have already explained, the repair (and probably the replacement) will be managed through the manufacturer, as John Lewis will not directly employ people capable of doing that themselves. You go to the company, the company fix, or they give you an fault report and it gets replaced, or they handle that on JL's behalf. 

steveinhants

I would have thought it would be reasonable for JL to deal with the manufacturer?

born_again

steveinhants said:

I would have thought it would be reasonable for JL to deal with the manufacturer?

Well you could let them, but that will only delay any repairs, as they will have to contact manufacture, then contact you...

Far better to bite the bullet & deal direct, as it's quicker & still leaves you with your consumer rights should anything happen.

Aylesbury_Duck

I agree, this is one of those situations where exercising your rights to the letter is less pragmatic than working with the retailer to get the outcome you're after, however that's achieved.

Okell

I would do as JL want, but I would also notify them that you are treating their referring you to the manufacturer as their first and only attempt under the CRA to repair or replace the item.

Then if it fails a second time you can exercise your final right to reject under the CRA for a refund.  (Full refund if within 6 months of purchase.  After 6 months JL can reduce the refund to reflect the use you've had of the item)

the_rach

Martin Lewis has just posted about something similar on his instagram you take a look as he has included a reply he used.

PHK

There's nothing wrong with John Lewis (or any retailer) using the manufacturer as their service, repair or support agent. Provided your rights are unaffected (ie you get a repair, replacement or refund). 

In fact it makes it quicker for you because you don't have to wait while a middle man takes actions you could have avoided.