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John Lewis/AEG Warranty issue
markyrp
Posts: 19 Forumite
Hi,
I purchased an AEG Wine Cooler from John Lewis online in March of this year using my debit card. Although purchased in March, the appliance has only been in use since around June due to delays in getting my kitchen refurbishment done.
The appliance has been working fine but during recent cleaning of the appliance, in accordance with the appliance cleaning guidelines, the glass front of the door just shattered. No impact or other accidental damage.
As the appliance has a 2 year warranty, I felt comfortable that it would be dealt with accordingly. I initially contacted John Lewis and they advised that as it was outwith 30 days of the purchase, that I would have to contact AEG.
I contacted AEG and was advised that in accordance with their T&Cs, glass, among other exclusions, is not covered under the appliance warranty. To me, the glass shattering must be down to some sort of manufacturing defect, but as the glass just isn't covered, I was offered a fixed price repair of £169 which I reluctantly agreed to.
The repair was organised for 8/10/25 but I received a message on Monday 6th to state that their was a delay in getting a replacement door. I then received a further message on the 8th to advise that there was no ETA on the replacement part and to contact AEG/Electrolux on the given number.
After much back and forth, and confirmation about the glass door not being covered under warranty, I received an email confirming that the part was unavailable, and that their system showed an estimated availability of January 2026 but without guarantee and could change.
The email also advised that "Given the circumstances, I would strongly recommend contacting your retailer (John Lewis) to explore your options under the Consumer Rights Act 2015."
I emailed John Lewis and quoted the Consumer Rights Act 2015 along with information given to me by the AEG representative.
I received a telephone call today from John Lewis as well as a follow up email that I requested relating to the call. I was advised that AEG had confirmed that that the shattering glass is not covered under the standard manufacturers mechanical guarantee. The email further stated that after review of the claim under the Consumer Rights Act, "Currently, the shattered glass is classified as damage, and not an inherent manufacturing defect, meaning your claim under the act is not valid at this time.
They state that in order to re-evaluate the claim and establish that the the issue is due to a fault with the cooler itself, I must provide John Lewis with an independent, VAT certified engineer's report, and that the report must definitively confirm that the glass shattered due to a fault inherent to the wine cooler. As the glass is shattered and the door of the appliance has had to be removed due to minute shards of glass going all over my kitchen floor, I'm not sure how this could be ascertained.
On the telephone call I was initially offered a goodwill gesture of £69, which on conferring with a manager, was increased to £100.
I am out of ideas now and would appreciate any guidance on getting this satisfactorily resolved. All I want is either the appliance repaired in a realistic timeframe or replaced.
Thanks in advance.
I purchased an AEG Wine Cooler from John Lewis online in March of this year using my debit card. Although purchased in March, the appliance has only been in use since around June due to delays in getting my kitchen refurbishment done.
The appliance has been working fine but during recent cleaning of the appliance, in accordance with the appliance cleaning guidelines, the glass front of the door just shattered. No impact or other accidental damage.
As the appliance has a 2 year warranty, I felt comfortable that it would be dealt with accordingly. I initially contacted John Lewis and they advised that as it was outwith 30 days of the purchase, that I would have to contact AEG.
I contacted AEG and was advised that in accordance with their T&Cs, glass, among other exclusions, is not covered under the appliance warranty. To me, the glass shattering must be down to some sort of manufacturing defect, but as the glass just isn't covered, I was offered a fixed price repair of £169 which I reluctantly agreed to.
The repair was organised for 8/10/25 but I received a message on Monday 6th to state that their was a delay in getting a replacement door. I then received a further message on the 8th to advise that there was no ETA on the replacement part and to contact AEG/Electrolux on the given number.
After much back and forth, and confirmation about the glass door not being covered under warranty, I received an email confirming that the part was unavailable, and that their system showed an estimated availability of January 2026 but without guarantee and could change.
The email also advised that "Given the circumstances, I would strongly recommend contacting your retailer (John Lewis) to explore your options under the Consumer Rights Act 2015."
I emailed John Lewis and quoted the Consumer Rights Act 2015 along with information given to me by the AEG representative.
I received a telephone call today from John Lewis as well as a follow up email that I requested relating to the call. I was advised that AEG had confirmed that that the shattering glass is not covered under the standard manufacturers mechanical guarantee. The email further stated that after review of the claim under the Consumer Rights Act, "Currently, the shattered glass is classified as damage, and not an inherent manufacturing defect, meaning your claim under the act is not valid at this time.
They state that in order to re-evaluate the claim and establish that the the issue is due to a fault with the cooler itself, I must provide John Lewis with an independent, VAT certified engineer's report, and that the report must definitively confirm that the glass shattered due to a fault inherent to the wine cooler. As the glass is shattered and the door of the appliance has had to be removed due to minute shards of glass going all over my kitchen floor, I'm not sure how this could be ascertained.
On the telephone call I was initially offered a goodwill gesture of £69, which on conferring with a manager, was increased to £100.
I am out of ideas now and would appreciate any guidance on getting this satisfactorily resolved. All I want is either the appliance repaired in a realistic timeframe or replaced.
Thanks in advance.
0
Comments
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Have you looked on eBay/Google to see if you can get a door?Is it an easy swap?
If so might be pragmatic to take the £100 and DIY the door.
JL are correct that after 6 months burden of proof is upon yourself, as you say not sure how that is possible in this instance sadly.In the game of chess you can never let your adversary see your pieces2 -
I agree, if £100 would cover most or all of the cost of a new door and you're able to DIY, it's the sensible way forward.
The alternative is to have the door frame inspected by someone to see if there are any clues as to why the glass shattered, e.g. a warped frame. That might be inconclusive and will cost you money you'd only recover if JL or a court accepted it was an inherent fault.0 -
Unfortunately, can't seem to find a replacement anywhere. I'm basically stuck with an appliance that is within warranty period and can't get it replaced or repaired!Have you looked on eBay/Google to see if you can get a door?Is it an easy swap?
If so might be pragmatic to take the £100 and DIY the door.
JL are correct that after 6 months burden of proof is upon yourself, as you say not sure how that is possible in this instance sadly.0 -
Then it's best to get an independent inspection done, if that suggests an inherent fault, ask JL for a refund and the cost of the report.markyrp said:
Unfortunately, can't seem to find a replacement anywhere. I'm basically stuck with an appliance that is within warranty period and can't get it replaced or repaired!Have you looked on eBay/Google to see if you can get a door?Is it an easy swap?
If so might be pragmatic to take the £100 and DIY the door.
JL are correct that after 6 months burden of proof is upon yourself, as you say not sure how that is possible in this instance sadly.0 -
Please confirm the model number, someone might be able to help look.markyrp said:
Unfortunately, can't seem to find a replacement anywhere. I'm basically stuck with an appliance that is within warranty period and can't get it replaced or repaired!Have you looked on eBay/Google to see if you can get a door?Is it an easy swap?
If so might be pragmatic to take the £100 and DIY the door.
JL are correct that after 6 months burden of proof is upon yourself, as you say not sure how that is possible in this instance sadly.
A report may be worthwhile, JL would have to refund the cost of the report if it confirms an inherent fault.
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Wonder if AEG are falling foul of the Right to Repair rules by not having spare parts available for the product?0
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I don't think that makes a difference, it wouldn't be a warranty thing - but as the OP says - got an appliance that can't be fixed, bought this year, goes against the right to repair rules.TELLIT01 said:visidigi said:Wonder if AEG are falling foul of the Right to Repair rules by not having spare parts available for the product?
Possibly, but probably not as the glass isn't covered in any form of warranty. Certainly worth investigating.
"Under UK consumer law, AEG is required to provide spare parts and make repairs possible for up to 10 years for new appliances purchased after July 1, 2021."
Can you find the part concerned OP in the online AEG store?
https://shop.aeg.co.uk/0 -
Is there something special about the glass?
Is the glass door frameless or does the door have a frame that is undamaged? If the latter, could a local glazer supply and fit a suitable glass replacement?A man walked into a car showroom.
He said to the salesman, “My wife would like to talk to you about the Volkswagen Golf in the showroom window.”
Salesman said, “We haven't got a Volkswagen Golf in the showroom window.”
The man replied, “You have now mate".0
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