John Lewis' guarantees
Discussion
Looking at buying a 42 inch LED TV and saw one in JL yesterday that we quite liked the look of at £799, I think it was a Samsung. And it comes with a 5 year guarantee. Then went to Curry's just to get a comparison and they had a similar LG one for £699 but only a one year guarantee. I mentioned the John Lewis'guarantee and Curry's spotty yoof says JL's guarantee is a con.
He says it reduces by 20% a year, so although it's fully guaranteed for the first year, in year 2 JL only pay 80% of any repair, year 3 60% and so on.
Had a look on their website and can't see anything, does anyone know if this is true?
He says it reduces by 20% a year, so although it's fully guaranteed for the first year, in year 2 JL only pay 80% of any repair, year 3 60% and so on.
Had a look on their website and can't see anything, does anyone know if this is true?
Absolute nonsense. Ask the spotty yoof to put this information in writing!
I have NEVER had a problem with JL guarantees - and normally I can't even find the receipt.
Currys guarantees & extended warrantees however are best avoided - they would argue water damage to a swimsuit if they thought they could get away with it!
I have NEVER had a problem with JL guarantees - and normally I can't even find the receipt.
Currys guarantees & extended warrantees however are best avoided - they would argue water damage to a swimsuit if they thought they could get away with it!
I Love Lamp said:
JL's warranty is second to none.
Walk in, mention the price at the comet/currys, they will match it with a full 5 year warranty.
It is that simple, providing the model numbers of the TVs are the same
this.Walk in, mention the price at the comet/currys, they will match it with a full 5 year warranty.
It is that simple, providing the model numbers of the TVs are the same
print reciept with price, take to JL. enjoy cheapness and warranty.
ColinM50 said:
Looking at buying a 42 inch LED TV and saw one in JL yesterday that we quite liked the look of at £799, I think it was a Samsung. And it comes with a 5 year guarantee. Then went to Curry's just to get a comparison and they had a similar LG one for £699 but only a one year guarantee. I mentioned the John Lewis'guarantee and Curry's spotty yoof says JL's guarantee is a con.
He says it reduces by 20% a year, so although it's fully guaranteed for the first year, in year 2 JL only pay 80% of any repair, year 3 60% and so on.
Had a look on their website and can't see anything, does anyone know if this is true?
http://www.johnlewis.com/Help/Help.aspx?HelpId=9&a...He says it reduces by 20% a year, so although it's fully guaranteed for the first year, in year 2 JL only pay 80% of any repair, year 3 60% and so on.
Had a look on their website and can't see anything, does anyone know if this is true?
"If we decide your product cannot be repaired, or is uneconomical to repair, we'll replace it with the same model."
I must say we've had a few occasions lately when not been thrilled with JL service. My Mum has a JL own brand (but made by AEG) washing machine and the plastic top cracked all on its own and looks terrible, and she had a DVD recorder that packed up after 18mths. JL said hard luck to both.
I had issues with "their" Greenbee travel insurance to do with independent travel and their solution was to cancel the remainder of the policy and give me my money back. M&S have the same policy with the same provider, including independent travel, for a lower price.
Hate to go against the grain, but the Curry's lad may be not quite right, but he may be on the right track.
Back in the day when I was a student, I worked for PC World, and for some things - for example a £400 monitor, the warranty was £40. I took it out myself.
When my monitor broke, I got vouchers to the same price as I paid for it nearly three years earlier. However, the guarantee was to provide a comparable model. In the end, the only model they had with the same specs was £100 more which they supplied without fuss.
If the John Lewis guarantee was that, then I'm sure they would be singing it from the rooftops, because that is great, and what you would expect from a 'guarantee'.
But they don't. This is what they say:
"If we decide your product cannot be repaired, or is uneconomical to repair, we'll replace it with the same model. If it's no longer available, we'll discuss an alternative settlement with you."
If you have a TV which is 6 months old, let alone 4 years old, that model will be gone. There is no guarantee or even mention of replacement with another model. Perhaps, in practice, their 'settlement' is to provide a refund - as the Sale of Goods Act would require anyway - but a proportional one based on the age of the product.
That's not a guarantee IMHO as the S of G Act is that anyway...
Back in the day when I was a student, I worked for PC World, and for some things - for example a £400 monitor, the warranty was £40. I took it out myself.
When my monitor broke, I got vouchers to the same price as I paid for it nearly three years earlier. However, the guarantee was to provide a comparable model. In the end, the only model they had with the same specs was £100 more which they supplied without fuss.
If the John Lewis guarantee was that, then I'm sure they would be singing it from the rooftops, because that is great, and what you would expect from a 'guarantee'.
But they don't. This is what they say:
"If we decide your product cannot be repaired, or is uneconomical to repair, we'll replace it with the same model. If it's no longer available, we'll discuss an alternative settlement with you."
If you have a TV which is 6 months old, let alone 4 years old, that model will be gone. There is no guarantee or even mention of replacement with another model. Perhaps, in practice, their 'settlement' is to provide a refund - as the Sale of Goods Act would require anyway - but a proportional one based on the age of the product.
That's not a guarantee IMHO as the S of G Act is that anyway...
JustinP1 said:
"If we decide your product cannot be repaired, or is uneconomical to repair, we'll replace it with the same model. If it's no longer available, we'll discuss an alternative settlement with you."
The weasel word is 'same' which should be 'equivalent'. But it would be cheaper for JL to give an equivalent model rather than a refund because of the difference between their buy and sell price.'we'll discuss an alternative settlement' sounds uncomfortably like Sleepmasters, where they radiate helpfulness like a politician's smile but then do whatever they were planning to do anyway, but are very polite about it.
Simpo Two said:
JustinP1 said:
"If we decide your product cannot be repaired, or is uneconomical to repair, we'll replace it with the same model. If it's no longer available, we'll discuss an alternative settlement with you."
The weasel word is 'same' which should be 'equivalent'. But it would be cheaper for JL to give an equivalent model rather than a refund because of the difference between their buy and sell price.'we'll discuss an alternative settlement' sounds uncomfortably like Sleepmasters, where they radiate helpfulness like a politician's smile but then do whatever they were planning to do anyway, but are very polite about it.
:My 36" TV had an annoying although not terminal fault for a fair old while and I eventually got around to calling John Lewis in the last month I could - ie 4 years and 11 months after purchase. No fuss at all, TV repairman showed up within a couple of days leaving an exchange TV, mt TV was back a week or two later good as new.
I will accept that other people may have had bad experiences but I buy electrical items from John Lewis almost every time now due to the excellent customer service.
I avoid Dixons Stores Group like the plague - amongst other things they remove all documentation relating to manufacturers' extended warranties in order to sell you theirs at a higher price (I've worked on their computer systems in the back office). JL for their part are completely open and actively advertise manufacturers warranties, at least in my experience.
I will accept that other people may have had bad experiences but I buy electrical items from John Lewis almost every time now due to the excellent customer service.
I avoid Dixons Stores Group like the plague - amongst other things they remove all documentation relating to manufacturers' extended warranties in order to sell you theirs at a higher price (I've worked on their computer systems in the back office). JL for their part are completely open and actively advertise manufacturers warranties, at least in my experience.
Thanks all, seems as I thought the Curry's spotty yoof was telling porkies.
Guess it's back to JL on Thurs eve for my new TV. Course when I told SWMBO this she then told me she'd been back to JL today and there's a rather nice new gas cooker that she wants my opinion on. I asked her if it'd be her Xmas pressie but she said no, it'll be MINE 'cos then she can cook me even nicer meals. Good one eh?
Aren't I the lucky one? £700 on a TV and the same again on a cooker all for me, What's the betting her Xmas pressie's going to come out at two grand?
Still never mind, after 36 years she's almost part of the family
Guess it's back to JL on Thurs eve for my new TV. Course when I told SWMBO this she then told me she'd been back to JL today and there's a rather nice new gas cooker that she wants my opinion on. I asked her if it'd be her Xmas pressie but she said no, it'll be MINE 'cos then she can cook me even nicer meals. Good one eh?
Aren't I the lucky one? £700 on a TV and the same again on a cooker all for me, What's the betting her Xmas pressie's going to come out at two grand?
Still never mind, after 36 years she's almost part of the family
oldcynic said:
JL for their part are completely open and actively advertise manufacturers warranties, at least in my experience.
Have to say I agree with this, at least in my experience. When we were buying a washing machine from JL the sales assistant took some pains to point out to us after we'd decided to buy that we would get a letter from the manufacturer offering some extended warranty for parts costing a completely nominal sum and that, whatever we thought about buying extended warranties, this was an offer too good to miss. JL weren't even getting the extra money from that either.Simpo Two said:
JustinP1 said:
"If we decide your product cannot be repaired, or is uneconomical to repair, we'll replace it with the same model. If it's no longer available, we'll discuss an alternative settlement with you."
The weasel word is 'same' which should be 'equivalent'. But it would be cheaper for JL to give an equivalent model rather than a refund because of the difference between their buy and sell price.'we'll discuss an alternative settlement' sounds uncomfortably like Sleepmasters, where they radiate helpfulness like a politician's smile but then do whatever they were planning to do anyway, but are very polite about it.
Looking at (for example) say Samsung 63 inch TVs from say 2 years ago to today, the price hasn't dropped that much.
Indeed, especially if JL has price matched another company (who get a better deal) they may be running at 10% margin or less.
That doesn't give them much chance to absorb a lot of losses. Indeed, if you handed back a 2 year old 63 inch plasma, they would be handing out at least £1700 at cost price to replace it.
If they used the 20% per year rule as was mooted - in line with the SofGA they would be better off.
The key for me is the wording. From my experience if someone offers something clearly great, they make that crystal clear and advertise 'new for old' or 'money back'. The question is why John Lewis don't mention this. It's inexplicable. My hunch is that they reduce the balance of the item and give you JL vouchers.
JustinP1 said:
Simpo Two said:
JustinP1 said:
"If we decide your product cannot be repaired, or is uneconomical to repair, we'll replace it with the same model. If it's no longer available, we'll discuss an alternative settlement with you."
The weasel word is 'same' which should be 'equivalent'. But it would be cheaper for JL to give an equivalent model rather than a refund because of the difference between their buy and sell price.'we'll discuss an alternative settlement' sounds uncomfortably like Sleepmasters, where they radiate helpfulness like a politician's smile but then do whatever they were planning to do anyway, but are very polite about it.
Looking at (for example) say Samsung 63 inch TVs from say 2 years ago to today, the price hasn't dropped that much.
Indeed, especially if JL has price matched another company (who get a better deal) they may be running at 10% margin or less.
That doesn't give them much chance to absorb a lot of losses. Indeed, if you handed back a 2 year old 63 inch plasma, they would be handing out at least £1700 at cost price to replace it.
If they used the 20% per year rule as was mooted - in line with the SofGA they would be better off.
The key for me is the wording. From my experience if someone offers something clearly great, they make that crystal clear and advertise 'new for old' or 'money back'. The question is why John Lewis don't mention this. It's inexplicable. My hunch is that they reduce the balance of the item and give you JL vouchers.
I Love Lamp said:
JL's warranty is second to none.
Walk in, mention the price at the comet/currys, they will match it with a full 5 year warranty.
It is that simple, providing the model numbers of the TVs are the same
Remember though that JL price match like for like so you have to get a price for the item with a 5 year warranty from another retailerWalk in, mention the price at the comet/currys, they will match it with a full 5 year warranty.
It is that simple, providing the model numbers of the TVs are the same
Gassing Station | Homes, Gardens and DIY | Top of Page | What's New | My Stuff