John Lewis refusing to accept guarantee responsibility

Okell

sheramber said:

Okell said:

JAD71 said:

Thank you. I really didn't think JL would be so difficult about it all!

JL customer services used to be first class, but over the last 3 - 4 years the standard of service has declined rapidly.  You see lots of complaints about JL on here now.

I think the problem is mostly with online purchases or when you contact JL's central customer services*.  My experience instore is that JL staff are still pretty good


*Much of which i suspect is outsourced.

JL outsourced it’s customer service  to the Philippines in 2019. 

I often wonder with outsourced services like this whether the contractor gets a "bonus" for the number of claims they reject...

singhini

JAD71 said:

Thank you. I really didn't think JL would be so difficult about it all!

Just a suggestion:
You could try and ask a consumer programme like "The JVS Show" to help you (BBC Three counties radio,  Jonathan Vernon-Smith and team fight for consumer rights. Call 08081 008800)
His email is: jonathan.vernon-smith@bbc.co.uk 

He's the one for the home counties. if your up north or elsewhere there will be other regional ones aswell. Examples:

BBC Radio Newcastle (Tyne & Wear, Northumberland, northern County Durham) — Contact: reception 0191 232 4141 / email bbcnewcastle@bbc.co.uk

BBC Radio York (North Yorkshire) — Contact: +44 1904 641351 / email radio.york@bbc.co.uk

BBC Radio Manchester (Greater Manchester / North West England) — Contact: +44 161 335 6000 / email radio.manchester@bbc.co.uk

Smith2001uk

also LBC Dean Dunham on a sunday night 2100hrs.

screech_78

Didn’t comment before your update as the responses you’d received had been correct. 

They should be collecting them for inspection. It’s for them to prove it’s not a manufacturing fault. 

OP, can you take them into a store? You’re more likely to get a better outcome.