Seeking Refund Advice from John Lewis

flaneurs_lobster

Emmia said:

ngc5195fly said:

Emmia said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

sheramber said:

Then why are you posting on here if you ‘know’ your rights?

Because understanding the law doesn’t magically make retailers follow it. I’m posting to show how John Lewis are responding — not to get a lecture on basic consumer rights.

They are following the law. 

However you believe they are not because you don't believe upto 28 days is a reasonable timeframe. I would disagree with you on this.

So your only option is to send them a letter before action and take them to court for it to be decided. In which case you'll be without a working phone for probably upto six months.

Oh sure, 28 working days without my own phone sounds completely fine — I’ve always wanted a month-long digital detox! 😉

Talk about exagerating. Also it's 'upto 28 days'.

Wow — I see you’re a master of exaggeration. You’ve clearly met your match in someone who actually has a life and daily responsibilities, thanks!

Can't see the need for the rudeness just because you haven't got an answer that agrees with your opinion of the law.

I’m not being rude — I’m just pointing out that “up to 28 days” without my own phone isn’t practical for daily life, and that’s exactly what the law considers. It’s not my opinion; it’s about real-world application of the Consumer Rights Act 2015. Let's leave it at that.

You are not without a phone for your essential daily life as you get a loan phone, which I expect is probably a standard smartphone.


OP I strongly suspect this is a case of "buyers remorse" over an expensive phone, which is why you're so keen on a refund. If you got a refund, what phone would you buy? Another folding one? Or a (cheaper) standard non-folding smartphone?

As for your question: I’m not asking for a refund to be frivolous — I’m asking for a solution that works in the real world, not just a hypothetical “loan phone” scenario.
This isn’t about “buyer’s remorse”; it’s about not wanting the fault to reoccur. This issue has been known with previous generations, and here we are again. I’m simply seeking a practical solution, not a band-aid repair.

So if the fault is well known to you, why did you buy a folding phone in the first place?

Not trying to answer for the OP but...

I bought a folding Samsung last year (Flip 6, not the Fold). Well known from reading user reviews that SOME phones suffered with the screen protector lifting/bubbling but that Samsung were repairing such phones under warranty for free. No such problem with my phone and I've traded it (very generous terms from Samsung) for the Flip 7 recently.

Each generation of these phones has improved the unique feature - it folds - but I think most purchasers realise that it's still a newish technology and that these phones are by no means as robust as their conventional peers.

Emmia

born_again said:

ngc5195fly said:

As for your question: I’m not asking for a refund to be frivolous — I’m asking for a solution that works in the real world, not just a hypothetical “loan phone” scenario.
This isn’t about “buyer’s remorse”; it’s about not wanting the fault to reoccur. This issue has been known with previous generations, and here we are again. I’m simply seeking a practical solution, not a band-aid repair.

So if this was a known issue. It begs the question why did you buy one?
Which given the "Want refund" echo's previous posters comment.
A practical solution would also include a replacement, while yours is being repaired, as well as a refund.

Why a repair and a refund? That's a double bubble benefit for the OP.

JL have the right to do a repair, and the OP will get a loaner so they won't be unable to do essential tasks - but that's not acceptable apparently?!

sheramber

ngc5195fly said:

sheramber said:

ngc5195fly said:

sheramber said:

Then why are you posting on here if you ‘know’ your rights?

Because understanding the law doesn’t magically make retailers follow it. I’m posting to show how John Lewis are responding — not to get a lecture on basic consumer rights.

Then your post would be better in the Praise. Vent and Warning forum. 

Ah yes, the “Praise, Vent, and Warning” forum — because apparently knowing your rights and explaining why a retailer is acting wrongly counts as a rant. Thanks for pointing me to my proper place in the hierarchy of forum etiquette!

Is it not a warning?

Okell

ngc5195fly said:

... Any advice appreciated!

You have obviously posted in bad faith as you have attacked everybody who has posted advice you either don't like or don't agree with, and have just argued with everybody.

If you've explained s23 of the Consumer Rights Act 2015 as you "understand" it to JL, and you don't like what they have told you, sue them...

... and see how (in)convenient that is.

But don't belligerently argue the toss with people on here.

Okell

Ah.

I see this OP has form for retrospectively deleting posts.   Cooling off period — MoneySavingExpert Forum

I'd suggest it's a waste of anyone's time to contribute further to this thread.

Boohoo

Emmia said:

ngc5195fly said:

Emmia said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

powerful_Rogue said:

ngc5195fly said:

sheramber said:

Then why are you posting on here if you ‘know’ your rights?

Because understanding the law doesn’t magically make retailers follow it. I’m posting to show how John Lewis are responding — not to get a lecture on basic consumer rights.

They are following the law. 

However you believe they are not because you don't believe upto 28 days is a reasonable timeframe. I would disagree with you on this.

So your only option is to send them a letter before action and take them to court for it to be decided. In which case you'll be without a working phone for probably upto six months.

Oh sure, 28 working days without my own phone sounds completely fine — I’ve always wanted a month-long digital detox! 😉

Talk about exagerating. Also it's 'upto 28 days'.

Wow — I see you’re a master of exaggeration. You’ve clearly met your match in someone who actually has a life and daily responsibilities, thanks!

Can't see the need for the rudeness just because you haven't got an answer that agrees with your opinion of the law.

I’m not being rude — I’m just pointing out that “up to 28 days” without my own phone isn’t practical for daily life, and that’s exactly what the law considers. It’s not my opinion; it’s about real-world application of the Consumer Rights Act 2015. Let's leave it at that.

You are not without a phone for your essential daily life as you get a loan phone, which I expect is probably a standard smartphone.


OP I strongly suspect this is a case of "buyers remorse" over an expensive phone, which is why you're so keen on a refund. If you got a refund, what phone would you buy? Another folding one? Or a (cheaper) standard non-folding smartphone?

As for your question: I’m not asking for a refund to be frivolous — I’m asking for a solution that works in the real world, not just a hypothetical “loan phone” scenario.
This isn’t about “buyer’s remorse”; it’s about not wanting the fault to reoccur. This issue has been known with previous generations, and here we are again. I’m simply seeking a practical solution, not a band-aid repair.

So if the fault is well known to you, why did you buy a folding phone in the first place?

That's made my day ☺️ ☺️ ☺️ 

Uriziel

I don't understand you keep using the word "legally". Do you understand the law means absolutely nothing unless it goes to court? Assaulting someone is against the law.. but if the police does not do anything about it.. is it really against the law? Does that matter? Are you going to sue John Lewis..? If not.. why do you keep discussing what the law says..?
I am very sure that you have an old phone at home that you can switch to. If you don't like their policy switch to Amazon in the future who will accept any return for a full refund.

robatwork

ngc5195fly said:

sheramber said:

Then why are you posting on here if you ‘know’ your rights?

Because understanding the law doesn’t magically make retailers follow it. I’m posting to show how John Lewis are responding — not to get a lecture on basic consumer rights.

Joining the pile-on I realise, but you are posting asking for advice, you literally said that in the OP. You don't seem to like the advice proffered as you understand the law better than most apparently, so let us know when you take JL to court and best of luck.

powerful_Rogue

ngc5195fly said:

Just to wrap this up — John Lewis have now agreed to replace the phone free of charge, and confirmed that if the issue returns, I’ll be fully refunded. Turns out understanding my rights actually does work — who’d have thought? Thanks to everyone who contributed… some more helpfully than others.

A good advert for JL who went above and beyond their legal requirements.

ngc5195fly

powerful_Rogue said:

ngc5195fly said:

Just to wrap this up — John Lewis have now agreed to replace the phone free of charge, and confirmed that if the issue returns, I’ll be fully refunded. Turns out understanding my rights actually does work — who’d have thought? Thanks to everyone who contributed… some more helpfully than others.

A good advert for JL who went above and beyond their legal requirements.

True — though sometimes a polite bit of persistence helps remind them how far those ‘legal requirements’ can actually stretch 😉.