John Lewis extended warranty advice
Discussion
Hi folks.
About 14 months ago we bought an iPad from JL with the extra year’s warranty. A couple of months ago it developed an annoyingly intermittent fault whereby the screen would go unresponsive in certain places, requiring a reset via voice command.
I jumped through all of the tech support hoops including reset, new software, factory reset etc to no avail. Their repairers collected it, tested it for several days, couldn’t find faults. Fair enough.
It’s still doing it. Before I submit myself to the next round of negotiations with Bangalore, anyone have experience specifically what JL do in these circumstances, and more generally what I can hope for consumer rights wise?
Cheers
About 14 months ago we bought an iPad from JL with the extra year’s warranty. A couple of months ago it developed an annoyingly intermittent fault whereby the screen would go unresponsive in certain places, requiring a reset via voice command.
I jumped through all of the tech support hoops including reset, new software, factory reset etc to no avail. Their repairers collected it, tested it for several days, couldn’t find faults. Fair enough.
It’s still doing it. Before I submit myself to the next round of negotiations with Bangalore, anyone have experience specifically what JL do in these circumstances, and more generally what I can hope for consumer rights wise?
Cheers
It would appear JL are not what they once were with regards to getting things fixed under warranty.
We got a new Samsung washing machine last year, circa £800ish, the drum bearing went at 3 months old and all JL would do was refer us to Samsung, who were themselves outsourcing the repairs.
It took 3 visits/6 weeks/multiple calls/emails before Samsung reluctantly took away the faulty machine and replaced it with another, JL did not want to know at all.
Oh and we paid JL to install the first washing machine, the Samsung appointed installers said they d do it for cash but it wasn t something they could do officially. My wife gave them £20 and the f
kwits didn t turn the water back on and nor did they do the calibration it required.
Won t be buying from JL or a Samsung product again.
Back on topic, if it s under 12 months old you can take it back to an Apple Store, under 2 years and you ll have a bit of a fight if you didn t buy it from them.
Edit - As above, under 2 years and you have Consumer Rights, but in my experience Apple will try and wriggle out of it.
We got a new Samsung washing machine last year, circa £800ish, the drum bearing went at 3 months old and all JL would do was refer us to Samsung, who were themselves outsourcing the repairs.
It took 3 visits/6 weeks/multiple calls/emails before Samsung reluctantly took away the faulty machine and replaced it with another, JL did not want to know at all.
Oh and we paid JL to install the first washing machine, the Samsung appointed installers said they d do it for cash but it wasn t something they could do officially. My wife gave them £20 and the f
kwits didn t turn the water back on and nor did they do the calibration it required.Won t be buying from JL or a Samsung product again.
Back on topic, if it s under 12 months old you can take it back to an Apple Store, under 2 years and you ll have a bit of a fight if you didn t buy it from them.
Edit - As above, under 2 years and you have Consumer Rights, but in my experience Apple will try and wriggle out of it.
Edited by Ed Boon II on Friday 12th December 18:02
What finished us off from dealing with JL, after several poor experiences, was their customer service quoting the sale of goods act at us, without me mentioning it, or being in any way threatening. That was on a top of the range Panasonic microwave that was away for a month then packed up again on return.
I called Panasonic who, to be fair, seemed horrified, and sent me a new one.
I called Panasonic who, to be fair, seemed horrified, and sent me a new one.
Thanks. Annoyingly, it’s in year 2 so out of Apple warranty. I haven’t been lucky with this as the first one bricked itself after about a fortnight but thankfully JL replaced with a brand new one without quibble.
Will speak to customer services and see what they say. I haven’t videos of it in a clearly frozen state which might help.
Will speak to customer services and see what they say. I haven’t videos of it in a clearly frozen state which might help.
Inbox said:
Which warranty it is under at the moment, Apple or JL?
If 14 months old you could take it to an Apple store as their warranty is 2 years and you can demonstrate the fault there and then.
Do back it up before you take it in.
Apple manufacturers warranty is 1 year and the OP is in contract with JL not Apple, so he has to deal with JL beyond this period in terms of consumer rights. If I'm buying Apple kit I buy it direct because they understand their obligations under consumer law when it comes to sorting issues out beyond 12 months (it's on their website). I would much rather deal with an issue with Apple at a store than navigate JL, given their customer service for faulty goods has declined a lot in recent years. I've had a few Apple products replaced/fixed by Apple beyond 12 months without any hassle by simple pointing them to their own website.If 14 months old you could take it to an Apple store as their warranty is 2 years and you can demonstrate the fault there and then.
Do back it up before you take it in.
OP - just keep pushing JL for a resolution. If they don't resolve it, fill out a small claims form(or whatever the equivalent is in England), and attach it your email and give them 14 days to come up with a solution....that usually does the trick.
Ed Boon II said:
It would appear JL are not what they once were with regards to getting things fixed under warranty.
We got a new Samsung washing machine last year, circa £800ish, the drum bearing went at 3 months old and all JL would do was refer us to Samsung, who were themselves outsourcing the repairs.
It took 3 visits/6 weeks/multiple calls/emails before Samsung reluctantly took away the faulty machine and replaced it with another, JL did not want to know at all.
Oh and we paid JL to install the first washing machine, the Samsung appointed installers said they d do it for cash but it wasn t something they could do officially. My wife gave them £20 and the fkwits didn t turn the water back on and nor did they do the calibration it required.
Won t be buying from JL or a Samsung product again.
Back on topic, if it s under 12 months old you can take it back to an Apple Store, under 2 years and you ll have a bit of a fight if you didn t buy it from them.
Edit - As above, under 2 years and you have Consumer Rights, but in my experience Apple will try and wriggle out of it.
To be fair, it should always default to the manufacturer when its still under manufacturer warranty. Sounds like your issues were more with the poor service from Samsung.We got a new Samsung washing machine last year, circa £800ish, the drum bearing went at 3 months old and all JL would do was refer us to Samsung, who were themselves outsourcing the repairs.
It took 3 visits/6 weeks/multiple calls/emails before Samsung reluctantly took away the faulty machine and replaced it with another, JL did not want to know at all.
Oh and we paid JL to install the first washing machine, the Samsung appointed installers said they d do it for cash but it wasn t something they could do officially. My wife gave them £20 and the f
kwits didn t turn the water back on and nor did they do the calibration it required.Won t be buying from JL or a Samsung product again.
Back on topic, if it s under 12 months old you can take it back to an Apple Store, under 2 years and you ll have a bit of a fight if you didn t buy it from them.
Edit - As above, under 2 years and you have Consumer Rights, but in my experience Apple will try and wriggle out of it.
Edited by Ed Boon II on Friday 12th December 18:02
Griffith4ever said:
To be fair, it should always default to the manufacturer when its still under manufacturer warranty. Sounds like your issues were more with the poor service from Samsung.
I’ve had really good service from Samsung and on one when a second fix didn’t work they sent me a few links to alternative machines, I picked one and they arranged to remove and replace within two days. If you register with Samsung it’s pretty easy, a webchat establishes the issue then you get a callback from an appointed agent to secure an appointment.I’d email customer services with the evidence / pics
Just been through this with a household item with them which was faulty & 364 days old!
Online chat they said no, a faff to use as online chats tend to be.
Emailed customer services:-
1st reply
“…… As you have had this for 1 year we will not be willing to replace this.
Im Sorry we cannot assist you any further.”
I replied saying disappointed etc etc
2nd reply
“……. I am pleased to confirm that we have reconsidered our initial decision.
Due to your excellent and long-standing order history with John Lewis & Partners, we want to ensure your satisfaction. As a gesture of goodwill, we have processed and dispatched a replacement order”
Easier to have a dialogue via quick emails
Just been through this with a household item with them which was faulty & 364 days old!
Online chat they said no, a faff to use as online chats tend to be.
Emailed customer services:-
1st reply
“…… As you have had this for 1 year we will not be willing to replace this.
Im Sorry we cannot assist you any further.”
I replied saying disappointed etc etc
2nd reply
“……. I am pleased to confirm that we have reconsidered our initial decision.
Due to your excellent and long-standing order history with John Lewis & Partners, we want to ensure your satisfaction. As a gesture of goodwill, we have processed and dispatched a replacement order”
Easier to have a dialogue via quick emails
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