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Joe smith

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  1. How would I find his email address? After all my conversations with John Lewis staff this year & reading trust pilot reviews I fear this is a bigger problem than a one-off & they need some drastic internal changes to return to their old ways. Perhaps I can at least get my issue resolved. I had the same thought- only it would seem more like an army of people from PC World. Does anyone know what my legal rights are in this situation? It would be good to know for future reference.
  2. Thanks for the advice- yes I was surprised also, as I used to swear by JL for all my appliances albeit years ago. However, type in John Lewis into trustpilot uk and you'll see JL isn't what it used to be, it has gone down hill in the last couple of years unfortunately.
  3. Here's the back story so far: 1. I order a washing machine from John Lewis online. 2. It arrives & is installed by John Lewis. 3. It starts leaking an hour or so after arrival. I call JL straight away & they tell me they can't refund or replace and suggest I call the manufacturer of the machine. 4. I call the manufacturer & they don't answer the phone for hours & it keeps getting cut off. I call back JL, they call the manufacturer for me. JL still insists upon a manufacturer's engineer visit, the next one is 8 days away. 5. A week later, engineer arrives at a unexpected time. He can't find anything wrong with the machine & doesn't understand why it's leaking. He can't wait 2 hours to watch it start leaking when turned on so I show him photos of the leak. He asks me if I use tablets in the drawer, I explain I don't. In fact I only use liquid capsules in the drum, he says that's fine. I explained it leaks even without detergent, so it's nothing to do with that anyway. He says he doesn't understand it. He leaves. 6. JL contact me to say the engineer thinks I used tablets in the drawer & that I should stop doing that then it will stop leaking. I explained I do not & it leaks even without detergent used. 7. JL tell me I have to arrange another engineer visit but might have to pay £90 if again no fault is found. I decline. I explain a second engineer visit won't make a difference & it isn't just about money, it's the time & hassle involved. I explain it looks like a design flaw- the water leaks under the drawer during filling up & drops down over the front of the machine after a couple of hours. JL refuse to do anything more about it. 8. I can't survive without a washing machine so I purchase a new washing machine from the same manufacturer from elsewhere, which works fine & doesn't leak. JL still refuse to do anything more. End result: I've had to pay for 2 machines, one leaks & I'll have to sell describing the problem with it, on ebay, making a loss. What are the consumer rights regarding this situation? Thanks
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