John Lewis Samsung Washing Machine Guarantee

moneyprob

Hi there,
I bought a Samsung Ecobubble 41/2 years ago and it’s broken down. I have a 5 year guarantee with John Lewis. I rang JL and they said I need to arrange a repair from Samsung and because of an issue with their system, I need to pay the cost and send the invoice to JL and they will pay me. Samsung have told me I need to claim via John Lewis. I have complained to JL and they haven’t got back to me yet.
I didn’t fill in the warranty card from Samsung so don’t have a warranty with them. I do have a 5 year guarantee with JL, and it’s stated on my receipt.
I don’t understand why I am being expected to pay out of pocket for a repair when it’s under guarantee. My sister who has a John Lewis machine simply rang up and JL arranged for someone to come round and fix. She wasn’t asked to pay anything. 

I’d love to have some feedback about how to get JL to repair my machine. I’m not prepared to pay out of pocket.
Many thanks

DullGreyGuy

You need to read the terms of your warranty... these are above your consumer rights and as such can be as gold plated or bargain basement as the writer want them to be. There are certainly some where you pay in advance and then reclaim the cost. Whilst you are reading it you should also check what happens if its deemed beyond economical repair.

moneyprob

DullGreyGuy said:

You need to read the terms of your warranty... these are above your consumer rights and as such can be as gold plated or bargain basement as the writer want them to be. There are certainly some where you pay in advance and then reclaim the cost. Whilst you are reading it you should also check what happens if it’s deemed beyond economical repair.

Hi, thank you for your response. I don’t actually have a warranty. I didn’t fill in the Samsung warranty card when I bought it. I have a 5 year guarantee from JL, not Samsung.  The guarantee is different to the extended warranty from Samsung I would have had if I had filled in the card.  Should I ask JL to send me the details of their guarantee so I can read I wonder? I don’t really want to pay out money which JL won’t reimburse. Samsung have told me I don’t have a warranty with them and I need to go back to JL. 

PHK

We know you don't have a Samsang Warranty, its the the John Lewis warranty we need to know. Details of which were supplied at purchase. (It may or may not be the same as their current warranty, so its important you check your paperwork) 

Keep_pedalling

PHK said:

We know you don't have a Samsang Warranty, its the the John Lewis warranty we need to know. Details of which were supplied at purchase. (It may or may not be the same as their current warranty, so its important you check your paperwork) 

If it is the same as the current 5 year warrantee being offered on certain Samsung and Bosch machines then it is an additional warranty provided but the manufacturer and needs to redeemed soon after purchase.

the_lunatic_is_in_my_head

Hello OP

Have you tried simply phoning JL again and speaking to someone else? 

An "issue with their system" could mean it was temporary problem now resolved or the person you was speaking to didn't know what to do or indeed couldn't be bothered.  

TELLIT01

Keep_pedalling said:

PHK said:

We know you don't have a Samsang Warranty, its the the John Lewis warranty we need to know. Details of which were supplied at purchase. (It may or may not be the same as their current warranty, so its important you check your paperwork) 

If it is the same as the current 5 year warrantee being offered on certain Samsung and Bosch machines then it is an additional warranty provided but the manufacturer and needs to redeemed soon after purchase.

It isn't the same warranty as the one offered by some manufacturers.  This is a 5 year warranty offered directly by John Lewis.  I've had to use them a couple of times in the past and never been asked to pay up front for repairs and then recover the cost from JL.