It's been a while, but I'm back in hope for some advice for my mum.
My mum purchased a washing machine form John Lewis 2 years ago, with an offer of 2 yrs Warranty provided by John Lewis, and another 3 years provided by Siemens.
She contacted Siemens (as she had to) specifically requesting a printed copy of the extended warranty. She reluctantly provided them with my email (as she was bullied by person on the phone), but specifically stated she wanted a copy in the post.
Needless to say a copy was sent by email, which was I was not able to open, so she called again and re-requested a postal copy. Whislt on the phone the operator pretended she was actually printing it from her desk (whilst my mum was on hold for many minutes on a help line, costing her money unessarily). The girl assured mum it was I also placed into the out postal tray, there and then! Mum mum didn't complain about this inappropriate behaviour, she just wanted a copy of the warranty.
Needless to say, it never arrived, and it was duly forgotten an extende warranty was not provided.
Roll on one year (last year), and I helped mum write a letter to Siemens chasing this warrantee. No reply, and once again it was forgotten about.
Roll on to a month ago, a sales pitch arrived from John Lewis attempting to sell an extended waranty!
So I helped mum write 2 formal complain letters to both John Lewis & Siemens. We asked john lewis to assist in contacting Siemens to get a copy of the warranty.
No reply from Siemens, but basically john lewis have fobbed her off.
They claim Siemens will not talk with them, (data protection!) advised my mum to contact Siemens (clearly they didn't read the complaints letter which provided full history of the attempts made), and completely dismissed any responsibility of helping provide a copy of this warranty. The letter also advised my mum to print it out from the email - she's in her 70's and specifically requested a postal version as she is not a silver surfer.
I knew john lewis customer service had gone downhill, but I was not expecting such a dismissive response.
My questions for help are in relation to how much responsibility have john lewis to assist in providing the warranty. Mum purchased the machine from them as it was part of the sale. Whilst I understand it is provided by Siemens, ( and all relevant information was provided as required) I believe as the retailer should john lewis help us a little more?
I forgot, all calls were recorded too, but seem irrelevant if Siemens do not respond.