Page 1 of John Lewis - superb service.

My dad (73...) wanted a new telly.

Off to John Lewis Trafford, comes back with a £950 Humax 32" with integrated 160gb HDD...

He noticed an issue where certain recordings would disappear. Rang JL - agreed to send him a replacement set. Replacement was similar - gets on to Humax, known issue with the software, would be fixed soon.

Spoke to JL, agreed to swap it out. Got a Panny LXD60 and DRMES75 (£700 and £350 - both very good pricematch prices).

JL waived the difference in price (£100) for inconvenience.

This is why I always try to buy from them - when we got our new house the delivery guys got to know us !

Totally agree. John Lewis get my top marks for excellent customer service. I purchased a double oven and a Fridge Freezer. They priced matched it and had to change them both twice. And they gave me a refund for my inconvenience of 15%. Not only that you get 2 years warranty on most electrical goods. I think 5 for tvs.

They also give you a follow up call to make sure you`re happy with the product and have no other problems.

I always buy electrical items either from them or Costco C & C.

Remember, just because you don`t see it on their web site it don`t mean they don`t have it in their stores. Also there was a brand they didn`t stock, but they said they could source and price it for me if necessary.

Niteowl


p.s. makes a change giving good feedback on a retailer. People tend to mostly remember the negative things.

This item was edited on Monday, 20th November 2006, 20:54

Respect to JL for some of the best service in retail. Very friendly, very helpful and no hassle if your goods go wrong. None of this crap of sending off to manufacturer to repair and wait weeks.

5 star.

Hmmm, my TV bought from JL packed up after 2.5mths. I had to contact Samsung and organize the repair and it`s now gone back to the manufacturer...possibly for weeks. Personally I expected more from them :/

Did you get it online or in store? Did you go straight to Samsung, or did you try JL aftersales by phone first? If you did and Samsung might have your tv for a few weeks then get back to JL tell them situation, they`re usually very good. They might give you a loan one or replace it for you with new.

You don`t expect it to go wrong within 2.5 months (whatever brand it is). Good Luck.

Niteowl

Thanks for that Niteowl as it happens your reply is quite reassuring as I`;ve been on the blower to JL today.

I bought over the phone, because there was a problem with my credit card on their site.

When TV broke I phoned JL, was told I would be phoned back with 24hrs. Received no return call, so I called and they said it was a mistake, the previous guy should have said 48hrs. I replied that I`d waited all day for the call and would be away the next day. They were apologetic and said I would receive a call that evening. No return call again, I called 2 days later and was told that as the TV was under 12mths, I had to take it up with Samsung >:(

Called Samsung, TV needs a new panel, they`ve had the TV for 2wks now and have no idea when the part will be in stock.

Called JL today, went thru` the situation, told them I`d really appreciate a replacement as TV was virtually new etc etc, they weren`t really having any of it though. They have said that they will take it up with Samsung, to see if they can push things along. Someone will phone me back within 48hrs.......not really convinced. I had to push the fact that my contract was with them and not Samsung.

I guess I should have pushed JL more in the first place, but I didn`t really expect to have to. They were very, very nice when taking my order over the phone :/

I`m only going by my personal purchase experiences (AEG Oven, Hotpoint Fridge Freezer, TV).

I admit they can be a bit slow getting back, however in my case they`ve sorted things out almost immediately. Out of interest which branch did you get it from? They have a department that deals specifically with after sales queries/replacements etc - mine was at Kingston Upon Thames. Make sure you get a contact name who you`ve been dealing with and ref number, as they ocassionally change staff.

Remember JL have a lot of pulling power with manufacturers and hopefully they`ll resolve your problem to your satisfaction. Don`t give up.Tell them you and your family rely on the tv and you need to get it sorted asap. I found If I wasn`t too forceful with JL - or asked them what else I could do to get tv back achieved better results. Hope this makes sense.

Good luck.

Niteowl

Not sure of the branch, called their customer helpline to place the order. Have taken names though.

Well, they rang back. They spoke to Samsung and apparently the part is being shipped (literally), no idea when the boat will dock. They don`t really see what else they can do to help, but if I haven`t heard from Samsung by Friday then I`ve to call again.......chocolate fireguards spring to mind :(

I`m always polite in these situations, but I am getting frustrated. Anyway I`ll see what Friday brings.....

Well, John Lewis have said they won`t replace the TV and that it`s acceptable to wait upto 8wks for a repair. Basically they won`t do anything.

We have spoken to trading standards who felt that 5wks was an acceptable limit, JL pointed out that Trading Standards only issued guidlines and their word isn`t law. They said we agreed to their t&c when we bought the tv. But actually I`ve never seen their t&c re. products breaking in the first couple of months.

Really gutted, the TV was a huge purchase for us and we paid more to buy from JL, assuming their customer service would live up to expectations. I know from reading other peoples experiences that they have replaced items in similar situations, especially as Samsung have no idea when they will get the part.

I just feel badly let down and stupid I guess for being daft enough to believe that they would be better than any other company.

Not good news from JL then - keeping me fingers crossed my Samsung doesn`t bite the dust