Refund but want replacement , whys the rule

[matjk]

Bit of a first world problem , purchased an expensive speaker £895 from John Lewis , had it a year and it's started to distort at volume I paid £895 but 2 weeks later it was reduced to £845 so I got a price match and got some money back! Today I took it back and they have offered a refund on what I actually paid but to get a replacement I have to pay more as it's back up at original price! I asked if they could just give me another and I've been told no, it's a credit note for £845 and I can put it toward a new one. I'm not that bothered as I get a new one and it gets a new 2 year warranty but I wondered if I could insist on a replacement or repair ?

[KungFuPanda]

They're giving you a refund. There's nothing more you can make them do.

Stop being a tight arse over £50.

[catman]

After a year, that's not a bad deal. In effect, you've had a year's free use. I'd be happy with that. What does your guarantee say?

Tim

[TooMany2cvs]

matjk said:

Bit of a first world problem , purchased an expensive speaker £895 from John Lewis , had it a year and it's started to distort at volume I paid £895 but 2 weeks later it was reduced to £845 so I got a price match and got some money back! Today I took it back and they have offered a refund on what I actually paid but to get a replacement I have to pay more as it's back up at original price! I asked if they could just give me another and I've been told no, it's a credit note for £845 and I can put it toward a new one. I'm not that bothered as I get a new one and it gets a new 2 year warranty but I wondered if I could insist on a replacement or repair ?

So you were happy to pay £895 a year ago, but got £50 back as a goodwill gesture when they reduced it. Now you've had the faulty product refunded in full, so you're back to where you were a year ago - and you're no longer happy to pay £895...?

[matjk]

As I said first world problem, I wasn't complaining as I'm happy with the deal , as it happens they seem to have messed up and just replaced new for old with no additional costs, happy days

[Durzel]

Naim Mu-so right?

Get your refund and buy it from here: http://store.hificorner.co.uk/naim-muso-system.htm...

You get 5 year warranty there too.

[matjk]

They wouldn't give a refund just a credit note for JL ! I got it for that price as the sales agent messed up and didn't notice the price difference ! But the 5 year warranty would have been nice

[Sheepshanks]

Is a repair not feasible?

It would be a bit (more) irritating if it had gone up a lot in price. You'd think for £50 JL would just swallow it but we've had several run-ins with JL where they do exactly what they're legally obliged to do - nothing less, but certainly nothing more either. I've never experienced the awesome customer service that is often mentioned.

[matjk]

I wouldn't want a repair in this case as it's only £50 and I get a new warranty, as I said they didn't actually charge me £50 anyway, I was tempted to go for a Sonos setup instead but it was an extra £500 and the Mrs over ruled me ! It's been a great speaker anyway , still sounded good , just some frequencies and volumes showed a problem

[Alucidnation]

I would have gone direct to Naim with the issue.

There really isn't much inside of the Muso, a circuit board and the speaker units. So would have been a quick fix i'd have thought.

https://youtu.be/Qi-1eT0jnUw?t=1m52s

Customer service is fantastic.

Edited by Alucidnation on Saturday 28th January 17:59

[Sheepshanks]

matjk said:

I wouldn't want a repair in this case as it's only £50 and I get a new warranty,

If they replaced it you don't get a new warranty - unless they messed again.

[matjk]

I specifically asked about warranty and they said as it was in effect a new purchase I would get a new 2 year warranty! The paper work tallys with this ! I thought is was odd as I would expect to get the remainder of the warranty I had left, I just registered it with naim and they also gave me a 2 year warranty but that runs concurrently with the JL one . I think JL have messed up twice in my favour ! Maybe my lucky day

[Chrisgr31]

Sheepshanks said:

Is a repair not feasible?

It would be a bit (more) irritating if it had gone up a lot in price. You'd think for £50 JL would just swallow it but we've had several run-ins with JL where they do exactly what they're legally obliged to do - nothing less, but certainly nothing more either. I've never experienced the awesome customer service that is often mentioned.

We bought an own brand washing machine from John Lewis and bought the extended warranty. In the last few months of the warranty the machine died, and the engineer said it needed replacing. John Lewis replaced it without question, and gave us a new extended warranty for free. We were planning to pay for it!

[liner33]

matjk said:

They wouldn't give a refund just a credit note for JL ! I got it for that price as the sales agent messed up and didn't notice the price difference ! But the 5 year warranty would have been nice

Does that class as a refund though ? Seems a bit cheeky ?

[Sheepshanks]

matjk said:

I specifically asked about warranty and they said as it was in effect a new purchase I would get a new 2 year warranty! The paper work tallys with this ! I thought is was odd as I would expect to get the remainder of the warranty I had left, I just registered it with naim and they also gave me a 2 year warranty but that runs concurrently with the JL one . I think JL have messed up twice in my favour ! Maybe my lucky day

No, it would work like that in your case. They gave you a credit for the old one so the new one would be a separate purchase, not linked to the first one.