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“Appalling Customer Experience”

written by edentm on 23/04/2015

Purchased an IT system from John Lewis on-line on 12 April. It arrived faulty on 15 April, was reported as such and a replacement provided on 16 April.

1. The only detailed paperwork received related to the faulty PC (Purchase Order Number, Statement of length of Guarantee, Price Paid, Purchase and Delivery Dates, My Name and Address, etc). Despite many emails asking for similar paperwork reflecting the details of the replacement PC I was constantly fobbed off by different Customer Service Agents who seemed to think I was demanding a hard copy of the guarantee - which I wasn't (although that probably wouldn't have been an unreasonable request). I was finally sent a link to most of the details I wanted on 21 April - interestingly the phrase "3 year guarantee included" which was present on the original paperwork is now missing.

2. John Lewis refused to re-start the 3 year guarantee from the date of receipt of the new (replacement) PC, instead backdating the warranty to the day of purchase of the faulty PC.

3. Having been given the impression when I first reported the original PC faulty that it would be collected at about the time that the new PC was delivered (the same courier is used for collection and delivery), I wasted 3 days waiting for the collection. Again, it took a number of emails to get John Lewis to inform me that collection had not been arranged.

OK. Not the end of the world, any of it (although unnecessary, frustrating and time-consuming) - but, for a company that sees itself and sells itself as customer-focussed John Lewis should be better than this (reading customer emails in detail would be a start).

Will I be using John Lewis again, I don't think so.......