How can John Lewis wipe out three years of my extended guarantee? | Consumer affairs

In 2018 my mom bought a 379 Bosch washer from John Lewis and, on the similar time, paid an additional 100 to increase the assure to 5 years.

The machine just lately broke down, however John Lewis receivedt repair it as a result of it says it’s exterior the two-year assure. Plainly when she purchased the machine, it didn’t register the added care coverage, which seems to be administered by one other firm, Assurant.

My mom has wasted hours on the telephone making an attempt to rectify this subject. John Lewis buyer providers receivedt assist. It has mentioned it’s going to ship a VAT receipt to the added care workforce. Nevertheless, that workforce has, in flip, advised her they want the cash transferred to them from John Lewis. In an e mail, Assurant even mentioned that she may wish to return to John Lewis to hurry up the method.

Getting nowhere, she contacted her bank card supplier which, in fact, is John Lewis Monetary Providers. Extremely, the employees mentioned she couldn’t declare on her bank card since this associated to a John Lewis service, and that she had to make use of its buyer providers to resolve it.

It mentioned that if it had been a purchase order with one other firm it may have seemed to analyze and probably refund it. What on earth is happening?
DD, London

If Sharon White, the revered chairman of the John Lewis Partnership, desires to know whats gone unsuitable on the agency she presides over, she may use this letter as a case research. The corporate, as soon as a byword for customer support excellence, seems to have misplaced the plot.

On-line opinions for John Lewis make for appalling reading, with the customer support operation repeatedly criticised for its incapacity to unravel primary issues such because the one skilled by DDs mom. Has it subcontracted a lot of the enterprise that its numerous sections cant, or dont, wish to speak to one another? It definitely seems that approach.

Happily, the press workplace continues to be an environment friendly operation, and the matter has been resolved. It says: We’re very sorry to listen to about Ms Ds expertise. As a consequence of an administrative error, the added care coverage was not added on the time of buy. This has now been accurately arrange and an engineer has visited her property and glued her washer.

Addressing the suggestion that holders of a partnership card couldn’t depend on the part 75 rights afforded to all bank card holders if the dispute was with the retailer, it says this was not true.

When points like this are raised with our partnership card workforce, the same old course of is for the workforce to comply with up with John Lewis to analyze additional, after which motion appropriately. Sadly, it seems that on this occasion this didn’t occur. To make sure that this course of continues to be adopted, we’ve got taken steps to remind our JLFS workforce concerning the course of and we apologise for any confusion, it provides.

Anna Tims is away. For those who need assistance e mail Embody an tackle and telephone quantity. Submission and publication are topic to our terms and conditions

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