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★☆☆☆☆

“Please All Take The Time To Read, It May Help Others”

written by Wholesome on 25/07/2016

I bought a £799 camera from John Lewis and added their advertised 3yr Accidental Damage cover. One year later (January 2016) I accidentally damaged a small section at the front of the camera. The camera went in for repair, after six weeks and countless phone calls later, it was returned to me. The return invoice clearly stated that a large section of the rear of the camera had been repaired as well as the simple fix to the front of the camera. On turning the camera on it was clear there were two new major faults with the camera operation
Of course I immediately questioned the repair to the back of the camera and John Lewis Customer Care provided a manager to deal with the whole issue. This lasted for approx. two weeks where upon I got a phone call telling me that John Lewis could no longer be involved and the issue would be past to The Warranty Group. This is John Lewis’ third party insurer who provides the Accidental Damage Cover, not John Lewis as suggested on the website (always read the small print with warranties).
The reason given for the repair to the back of the camera was, and I quote, “We repair anything we see faulty to ensure that the item is returned fully functional”. So the repair companies do not have to give a reason for changing parts that you, the owner, have not identified as faulty. Remember, I had full Accidental Cover so had no reason not to disclose an issue to the rear of the camera and have always maintained this repair was not required.
So the camera, that I was told needed fixing at the back to ensure it was returned in full working order, was returned with two further major faults and no reasonable explanation so off it went to a second repair company. I was later informed that the camera had then been sent to the manufacturer to ensure it was repaired properly and serviced before being returned to me.
My complaint to John Lewis was simple; my camera required a very minor accidental damage repair (the mirror box needed cleaning for those photographers reading). As a result of an unexplained repair to the back of my camera and the unexplained further two repairs following this my re sale value had dropped significantly and therefore a felt justified in asking for the difference. John Lewis wouldn’t get involved and the Warranty Group, after several months, offered £25 as a final settlement. They based this on the poor delivery/collection service provided when the camera went to the first repairer.
It was at this point I contacted the Ombudsman, a last resort but the best thing I’ve done. I provided him with all the correspondence, a very simple and straight forward process. He kept me updated with regular emails, unfortunately he suffered the same issue as I did, namely the Warranty Group dragging their heels and failing to provide information. In the end he gave them a deadline to comply, they didn’t, so he made a decision based on the evidence available to him. I have now been awarded a further £100 on top of the £25, in other words 400% more than the original derisory offer.
I got what I deserved in spite of John Lewis rather than thanks to John Lewis who, if their Customer Care was as good as they’d have you believe, could have avoided all this and fixed it at the outset. So my advice to anyone reading this is
A. Look at who provides these warranties. Is it John Lewis or a third party? If it’s a third party be prepared to be ignored by John Lewis if an issue develops
B. Don’t be afraid to challenge their decisions if you feel it isn’t fair. The Ombudsman is there to help so use it.
I personally will never use John Lewis again because of their total lack of Customer Care provided. On the one occasion I needed them the most they failed me. I’m sure I’ll get the usual “we’re sorry to hear of your problem blah, blah,blah, standard response that all negative John Lewis reviews get on Trust Pilot to give the illusion of care but I think I’ve proved how hollow those words are in this honest and official review. Like several other reviewers, I would have liked to have awarded John Lewis no stars as one seems to suggest they did something right, this is not the case, they failed from start to finish, an issue that was dragged out for 6 months until they were finally told what was fair by the Ombudsman.
As for the camera, I have never and will never use it again even though it is now, thanks to the manufacturer, back to its original condition. Every time I look at it it brings back bad memories of the total lack of Customer Care John Lewis have shown me over the past 6 months. John Lewis please don’t shame yourself by suggesting in a reply to this review that your happy that the issue has been resolved because this review is about your failure not how well the Ombudsman did. You offered no help and the outcome was due to the Ombudsman and not you.
And lastly, this review is written by me but is backed up by the outcome of the Ombudsman. This is not written on personal opinion and hearsay, it is a factual review based on the Ombudsman need to intervene and the final outcome. Out of all the companies I have dealt with over the years John Lewis is the only one, based on shocking Customer Care, that I have felt the need to challenge through the Ombudsman. My advice is never use this company.

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