John Lewis - Praise

TonyMMM

I've seen John Lewis getting a few knocks recently for their customer service not being what it once was ( probably true sadly), but I've just had to deal with them and they were very efficient.

50" Samsung TV bought from them in Oct 2022 ( 5 year guarantee)
One evening a couple of weeks ago - just went off, no picture and no sound, and couldn't be revived.
Phone JL customer service next morning - details taken and immediately promised repair ( or replacement if not possible)
Collected by repair agent a couple of days later
Repaired (new main board) within a week.
Now back and working as before.

No difficulties, no arguments .....v happy.



 

MyRealNameToo

They tend to follow what their warranties state, its under consumer rights that their service has taken a big tumble. 

MattMattMattUK

MyRealNameToo said:

They tend to follow what their warranties state, its under consumer rights that their service has taken a big tumble. 

Having recently needed to speak to their customer service their outsourced customer service which is based in India were truly awful, however I used a trick to speak to UK John Lewis staff and they were exceptional and resolved the issue, I tend to find the same in store as well. I am fairly sure they are looking to bring it all back in house, the sooner they do the better. 

eschaton

You can’t polish a turd. 

I’d never shop at JL again regardless of price. 

MyRealNameToo

MattMattMattUK said:

MyRealNameToo said:

They tend to follow what their warranties state, its under consumer rights that their service has taken a big tumble. 

Having recently needed to speak to their customer service their outsourced customer service which is based in India were truly awful, however I used a trick to speak to UK John Lewis staff and they were exceptional and resolved the issue, I tend to find the same in store as well. I am fairly sure they are looking to bring it all back in house, the sooner they do the better. 

I found their offshore team at least tried to help but were unempowered. It was their onshore complaints team that was dire. 

eschaton said:

You can’t polish a turd. 

But you can roll it in glitter.