Faulty headphones broken hinge. John Lewis refuse repair still in warranty

Annabanana8

Could you please give me advice how to claim for repair or replacement and not be charged because it is still under warranty.

Bought online 21 November 2024. I paid £104

John Lewis is refusing to give free repair or replacement for Sony (WH-ULT900N) Headphones 

still covered by 1 year manufacturer warranty. Customer service it making it diffcult and hope i go away. I called, sent emails and went to oxford street customer in person twice.

Handed it in person to Oxford street customer service on 11 December 2025.

John Lewis send email asking me to pay £135 for repair more than what it is worth. John lewis trying to blame accidental damage without any evidence.

I always keep headphones inside case. Left hinge cracked and broken during normal use unfold and put it on.

The broken headphones and broken pieces are still at John Lewis Oxford street.  John Lewis did not sent it off to Sony for repair. I have job number and case reference for repair.

I want Rely on the manufacturer’s guarantee and receive repair or replacement. I bought it brand new, item is covered by the Consumer Rights Act, it must be fit for purpose, as described and of satisfactory quality and last for reasonable length of the time. The left hinge broke and I cannot use it because wire is hanging out.

Sony has announced a free repair program for this model due to the hinge issue. This program is valid from January 2025 to 2027 and covers the fault for the ULT WEAR (WH-ULT900N) Headset. The hinge cracked and broke in same place as the diagram on website. I found out These headphones are made of recycled plastic which is weak and lower quality plastic.

www.sony.co.uk/electronics/support/articles/00349835

sheramber

That link gives details of how to claim for the faulty hinge.

You need to get your headphones back from John Lewis and follow the instructions given in the link. 

Okell

Annabanana8 said:

... I want Rely on the manufacturer’s guarantee and receive repair or replacement. I bought it brand new, item is covered by the Consumer Rights Act, it must be fit for purpose, as described and of satisfactory quality and last for reasonable length of the time...

You can't try to rely on both the manufacturer's guarantee (with sony) and the Consumer rights Act (with JL).  You have to choose one or the other, not both.

Annabanana8 said:

...Sony has announced a free repair program for this model due to the hinge issue. This program is valid from January 2025 to 2027 and covers the fault for the ULT WEAR (WH-ULT900N) Headset. The hinge cracked and broke in same place as the diagram on website. I found out These headphones are made of recycled plastic which is weak and lower quality plastic.

www.sony.co.uk/electronics/support/articles/00349835

sheramber said:

That link gives details of how to claim for the faulty hinge.

You need to get your headphones back from John Lewis and follow the instructions given in the link. 

@Annabanana8 -  go to Sony...

dnpark38

I do not understand how they are under 1 year warranty when over 1 year old.

Grumpy_chap

Annabanana8 said:

Bought online 21 November 2024. I paid £104

covered by 1 year manufacturer warranty. 

Handed it in person to Oxford street customer service on 11 December 2025.

I want Rely on the manufacturer’s guarantee and receive repair or replacement. 

Firstly, the dates you have stated do not support the headphones still being under the 1 year warranty.

Second, if you want to claim under the manufacturer's warranty, what is the process set out by the manufacturer for registering a claim?
Did you follow all the terms of the warranty?  (For example, was it necessary to register the purchase at the outset?)
It is quite plausible that a claim under the manufacturer's (Sony) warranty would not involve the retailer (John Lewis).

Alderbank

Grumpy_chap said:

Annabanana8 said:

Bought online 21 November 2024. I paid £104

covered by 1 year manufacturer warranty. 

Handed it in person to Oxford street customer service on 11 December 2025.

I want Rely on the manufacturer’s guarantee and receive repair or replacement. 

Firstly, the dates you have stated do not support the headphones still being under the 1 year warranty.

Second, if you want to claim under the manufacturer's warranty, what is the process set out by the manufacturer for registering a claim?
Did you follow all the terms of the warranty?  (For example, was it necessary to register the purchase at the outset?)
It is quite plausible that a claim under the manufacturer's (Sony) warranty would not involve the retailer (John Lewis).

Sony have extended the warranty. They say 'we are extending the warranty for affected products until January 31, 2027.'

The process for claiming is the link given by the OP themselves in the first post.
Briefly, it is to identify the headphones' product name and serial number and check it qualifies from the list given (which I assume the OP has done) then to contact the Authorised Service Centre of the country where the OP lives. As you guessed, the retailer is not involved.

Grumpy_chap

Thanks.
I missed that part of the post about the known fault and extended warranty period.  Nor did I follow the link.
The OP needs to follow the process set out by Sony and, one imagines, all will be well.

Annabanana8

Thanks for comments so far everyone. I was told that Headphones would be sent by John Lewis for Sony to check them. This has not happened yet. So i will try to escalate with John Lewis then call Sony if that fails