Not too happy with John Lewis

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The bill with the same item number as above..


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Clearly saying only 1 year :(
 
jonbeeza said:
The bill with the same item number as above..


12785-1439927036-0b13c65cb7aeeb64eff320ddb827fcce.jpg


Clearly saying only 1 year :(
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Hi John - just had another look and a thought occured after tea - it says manufacturer's guarantee for 1 year, the 2 year guarantee you are speaking of is JL's own - which might not show up on the receipt...my FIL's is covered by JL or manufacturer for 2 years as per his receipt.
 
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From their web site re guarantee:

Guarantees
We always honour the manufacturer's guarantee period where offered; in addition to the first year manufacturer's guarantee on all electricals, we provide a second year service guarantee at no extra cost. On John Lewis own brand large electrical appliances (except microwaves), the guarantee is for a total of 3 years, and 5 years on all TVs. We also offer a 2-year guarantee at no extra cost on electrified lighting and 5 years on integrated LED lighting (excluding Christmas, novelty, solar powered and nursery lighting and LED bulbs).

What does the guarantee cover?
Our guarantees provide full cover against mechanical breakdown through normal use. This means that if your item develops a fault during the guarantee period, we'll arrange for it to be repaired free of charge, including all parts and labour. Your guarantee is transferable with ownership, so if you give or sell the item to someone during the guarantee period, it's still covered.

How does it work?
During the guarantee period, if your product develops a fault that needs to be repaired, look for visible signs of the breakdown and consult the fault-finding guide in the manufacturer's handbook, if any.

If that doesn't resolve the issue, please contact your local John Lewis shop and talk to one of our Partners. You'll need to provide us with details of your item, including the model number and date of purchase. You'll find all of this information on our original receipt – this acts as your guarantee, so please make sure you keep it safe.

If we can't repair your item, we'll replace it with an item of equivalent specification. If no equivalent product is available we‘ll discuss an alternative settlement with you, and we'll always do our best to make sure that you're satisfied with the outcome.

Hopefully JL will reply and confirm this for you...
 
andyred said:
From their web site re guarantee:

Guarantees
We always honour the manufacturer's guarantee period where offered; in addition to the first year manufacturer's guarantee on all electricals, we provide a second year service guarantee at no extra cost. On John Lewis own brand large electrical appliances (except microwaves), the guarantee is for a total of 3 years, and 5 years on all TVs. We also offer a 2-year guarantee at no extra cost on electrified lighting and 5 years on integrated LED lighting (excluding Christmas, novelty, solar powered and nursery lighting and LED bulbs).

What does the guarantee cover?
Our guarantees provide full cover against mechanical breakdown through normal use. This means that if your item develops a fault during the guarantee period, we'll arrange for it to be repaired free of charge, including all parts and labour. Your guarantee is transferable with ownership, so if you give or sell the item to someone during the guarantee period, it's still covered.

How does it work?
During the guarantee period, if your product develops a fault that needs to be repaired, look for visible signs of the breakdown and consult the fault-finding guide in the manufacturer's handbook, if any.

If that doesn't resolve the issue, please contact your local John Lewis shop and talk to one of our Partners. You'll need to provide us with details of your item, including the model number and date of purchase. You'll find all of this information on our original receipt – this acts as your guarantee, so please make sure you keep it safe.

If we can't repair your item, we'll replace it with an item of equivalent specification. If no equivalent product is available we‘ll discuss an alternative settlement with you, and we'll always do our best to make sure that you're satisfied with the outcome.

Hopefully JL will reply and confirm this for you...
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Thanks for the info, just have to wait to hear back from them. (y)
 
dejongj said:
And actually John Lewis is purely doing what by law they have to do anyway ;) You have that from ANY seller, there is nothing special about it imo.


http://europa.eu/youreurope/citizens/shopping/shopping-abroad/guarantees/index_en.htm
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The UK is part of the EU and we waste a shed load of cash paying our membership fees, but the two year guarantee does not count in the UK.

However, the sale of goods act does apply which allows up to six years, but it is up to the customer to prove inherent fault after the first six months.
 
ecoleman said:
The UK is part of the EU and we waste a shed load of cash paying our membership fees, but the two year guarantee does not count in the UK.

However, the sale of goods act does apply which allows up to six years, but it is up to the customer to prove inherent fault after the first six months.
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Really? Didn't think so. Where is it that the UK is excluded from that? I mean in practise I've never had such issues with any retailer anyway. A first I hear that doesn't apply to the UK.
 
ecoleman said:
The UK is part of the EU and we waste a shed load of cash paying our membership fees, but the two year guarantee does not count in the UK.

However, the sale of goods act does apply which allows up to six years, but it is up to the customer to prove inherent fault after the first six months.
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This is absolutely correct. After 6 months it's down to the customer to prove it with possible help from a SME. You can make a claim up to six years only. However, individual companies can extend their own guarantee at their own discretion if they so desire which is probably the case with this company.
 
Blank_Canvas said:
This is absolutely correct. After 6 months it's down to the customer to prove it with possible help from a SME. You can make a claim up to six years only. However, individual companies can extend their own guarantee at their own discretion if they so desire which is probably the case with this company.
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FWIW, I think it's five years in Scotland. haven't a clue why it should be different though...
 
Blank_Canvas said:
This is absolutely correct. After 6 months it's down to the customer to prove it with possible help from a SME. You can make a claim up to six years only. However, individual companies can extend their own guarantee at their own discretion if they so desire which is probably the case with this company.
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Which exactly the same as per the link that I provided from the EU. Doesn't change the fact that the warranty is still there.
 
John Lewis just sent me a message, and they are now looking into it :)
 
viv1969 said:
Did you actually make a complaint whilst in the store though? Ask for a supervisor or manager?
I can never quite understand leaving first and complaining later.
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How to be British - Lesson one. Additional marks for tutting.
 
I think it's to stop this try in store then buy on the internet at a cheaper price, although John Lewis will always try to price match. I try to buy all electrical goods from our local store.
 
strumstrum said:
defo.

the salesperson RE trying a camera out though is a little disappointing, never had that sort of issue in the Leicester store.
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Byker28i said:
I think it's to stop this try in store then buy on the internet at a cheaper price, although John Lewis will always try to price match. I try to buy all electrical goods from our local store.
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Yes it must be annoying for them, people playing with cameras only to buy elsewhere. Although I was going to buy the camera off them. Especially as they are supposed to give you two years guarantee on electrical stuff ;)
 
jonbeeza said:
Yes it must be annoying for them, people playing with cameras only to buy elsewhere. Although I was going to buy the camera off them. Especially as they are supposed to give you two years guarantee on electrical stuff ;)
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But To be fair, i bet They hear that a lot.
Doesn't forgive shoddy sales staff though.
 
I went to JL when looking for a compact. I took my own card with me. They guy turned off the alarm and let me play with a RX100 mk3 and a Canon G7X. Couldn't have been more helpful.
They do honor their 2 years. I had a Samsung tablet that got a little split in the case where the charger goes. Only downside to it was it was away for 4 weeks.

Currys on the other hand :mad::arghh::punch:

All shops have their good and bad moments. It's how they deal with the bad moments which will decide if you go there again.
 
viv1969 said:
But To be fair, i bet They hear that a lot.
Doesn't forgive shoddy sales staff though.
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No reason not to use them really, as you do normally get treated better than in most shops. Plus it's the same price as other shops, two year guarantee is the advantage I was after. Besides I did buy a Hard Drive box off them, just not the camera as I could not test the IQ for myself :)
Daverkl said:
I went to JL when looking for a compact. I took my own card with me. They guy turned off the alarm and let me play with a RX100 mk3 and a Canon G7X. Couldn't have been more helpful.
They do honor their 2 years. I had a Samsung tablet that got a little split in the case where the charger goes. Only downside to it was it was away for 4 weeks.

Currys on the other hand :mad::arghh::punch:

All shops have their good and bad moments. It's how they deal with the bad moments which will decide if you go there again.
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Of course I will use them again, as I do like John Lewis. Just a little hiccup that's all :)
 
jonbeeza said:
No reason not to use them really, as you do normally get treated better than in most shops. Plus it's the same price as other shops, two year guarantee is the advantage I was after. Besides I did buy a Hard Drive box off them, just not the camera as I could not test the IQ for myself :)

Of course I will use them again, as I do like John Lewis. Just a little hiccup that's all :)
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Yes, but they won't price match grey imports, and lots of folk still buy that way, and in that case JL are a handy way of getting your paws on one. :-)
Were you going to buy it then and there?
 
viv1969 said:
Yes, but they won't price match grey imports, and lots of folk still buy that way, and in that case JL are a handy way of getting your paws on one. :)
Were you going to buy it then and there?
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Had my pennies at the ready, I have read up a lot on the camera. But not actually held one, or looked at the IQ. But to be honest, the moment is starting to slip away. :)
 
jonbeeza said:
Had my pennies at the ready, I have read up a lot on the camera. But not actually held one, or looked at the IQ. But to be honest, the moment is starting to slip away. :)
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But come on, there's no way you can judge IQ from the on board screen.
 
jonbeeza said:
Well that was my idea :)
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It was a bad one :lol:
Be naffed off because of poor service by all means, but don't use the IQ thing as an excuse as to why you didn't buy the camera ;)
 
viv1969 said:
It was a bad one :LOL:
Be naffed off because of poor service by all means, but don't use the IQ thing as an excuse as to why you didn't buy the camera ;)
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OK then, the missus was with me. I was scared to spend £186 on myself for yet another camera, worried in case she kicked my head in when we got home :rolleyes: .
 
Daverkl said:
I went to JL when looking for a compact. I took my own card with me. They guy turned off the alarm and let me play with a RX100 mk3 and a Canon G7X. Couldn't have been more helpful.
They do honor their 2 years. I had a Samsung tablet that got a little split in the case where the charger goes. Only downside to it was it was away for 4 weeks.

Currys on the other hand :mad::arghh::punch:

All shops have their good and bad moments. It's how they deal with the bad moments which will decide if you go there again.
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It's my experience with JL too. Stratford Westfield JL took out their only stock and brand new Fuji X-T10 to put on display for me to test handling and compare against X-E2. I went with second hand X-E2 in the end, but I bought £1700 worth of lens from JL simply due to their fantastic and helpful customer service, it was only £2 more expensive than the cheapest non-grey-import.

Their 2 year warranty came as a separate Email to the normal invoice Email, if that makes any difference. Check your Email if you were asked to provide one?
 
wuyanxu said:
It's my experience with JL too. Stratford Westfield JL took out their only stock and brand new Fuji X-T10 to put on display for me to test handling and compare against X-E2. I went with second hand X-E2 in the end, but I bought £1700 worth of lens from JL simply due to their fantastic and helpful customer service, it was only £2 more expensive than the cheapest non-grey-import.

Their 2 year warranty came as a separate Email to the normal invoice Email, if that makes any difference. Check your Email if you were asked to provide one?
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No nothing provided, just paid with card no questions asked :thinking:
 
John Lewis just contacted me and apologised, they confirmed it does have 2 Years Guarantee. They gave me a reference number to quote, should anything go wrong with the box. I am simply to give me receipt with the case number, and they will honour the 2 year warranty :) All seems OK then.
 
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