Seeking Refund Advice from John Lewis

eskbanker

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.

Did they?  Surely it was always clear (to most) that they were obliged to repair or replace, and to refund if (and only if) that didn't address the issue?

ngc5195fly

eskbanker said:

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.

Did they?  Surely it was always clear (to most) that they were obliged to repair or replace, and to refund if (and only if) that didn't address the issue?

Yes they did since the only option from the beginning was to repair and not replace. 

eskbanker

ngc5195fly said:

eskbanker said:

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.

Did they?  Surely it was always clear (to most) that they were obliged to repair or replace, and to refund if (and only if) that didn't address the issue?

Yes they did since the only option from the beginning was to repair and not replace. 

That's the answer to a different question!  Their legal requirements were always to offer a repair or replacement, so the fact that they only initially offered one but subsequently accepted the other doesn't mean that they "went above and beyond their legal requirements", it just means that they complied with them after initially not wanting to.

powerful_Rogue

eskbanker said:

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.

Did they?  Surely it was always clear (to most) that they were obliged to repair or replace, and to refund if (and only if) that didn't address the issue?

I would say so. To repair would be cheaper then replacement and the retailer can choose the most cost effective option.

eskbanker

powerful_Rogue said:

eskbanker said:

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.

Did they?  Surely it was always clear (to most) that they were obliged to repair or replace, and to refund if (and only if) that didn't address the issue?

I would say so. To repair would be cheaper then replacement and the retailer can choose the most cost effective option.

Not sure that a repair would necessarily be cheaper than a replacement, in the context of a retailer just shifting new stock under warranty (i.e. where the cost of either option would effectively be borne by the manufacturer), but the retailer needs to demonstrate that one option is disproportionately more expensive than the other in order to deny it.

Undervalued

powerful_Rogue said:

eskbanker said:

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.

Did they?  Surely it was always clear (to most) that they were obliged to repair or replace, and to refund if (and only if) that didn't address the issue?

I would say so. To repair would be cheaper then replacement and the retailer can choose the most cost effective option.

Not necessarily. We don't know at what price they buy the phones, only the retail selling price. Also we don't know arrangement they have with the supplier in respect of warranty / CRA replacement.

The OP was adamant all the way through this thread that she wanted a full refund, which she hasn't got, just an assurance that will be available if the replacement fails. She was repeatedly told by just about everybody who posted that there was no right, at the moment, to insist on a refund.

Amazing that this all happened in about 15 mins around 5pm on a Saturday.

ngc5195fly

Undervalued said:

powerful_Rogue said:

eskbanker said:

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.

Did they?  Surely it was always clear (to most) that they were obliged to repair or replace, and to refund if (and only if) that didn't address the issue?

I would say so. To repair would be cheaper then replacement and the retailer can choose the most cost effective option.

Not necessarily. We don't know at what price they buy the phones, only the retail selling price. Also we don't know arrangement they have with the supplier in respace of warranty / CRA replacement.

The OP was adamant all the way through this thread that she wanted a full refund, which she hasn't got, just an assurance that will be available if the replacement fails. She was repeatedly told by just about everybody who posted that there was no right, at the moment, to insist on a refund.

Amazing that this all happened in about 15 mins around 5pm on a Saturday.

Funny, isn’t it — the law works just fine when you actually apply it, even on a Saturday.