John Lewis guarantee

[Anonymousess]

John Lewis offers an extended guarantee with tech/electrical products. Has anyone needed to use it?

I had to contact them a few times over my MacBook Pro; led to me putting in an escalated complaint after a failed 1st repair and JL trying to randomly charge me for the repeat repair. The escalation team sorted it and I’m impressed by the way that team ultimately handled it, but it was a prolonged faff prior to their involvement.

I used to specifically buy high value tech items with JL for their guarantee but I’m not sure if I’ll continue or not. Are they still one of the best retailers to opt for?

I sympathise. John Lewis are still one of the best customer service retailers but their handling of some issues isn’t as good as it was previously. We’ve had ongoing issues with replacement of our JL credit cards after fraud, with their deadlines for receipt of the new cards repeatedly missed. A friend recommended emailing their chief executive, which I’ve done twice in the last couple of years, and each time this resulted in a satisfactory outcome in few days. Email address is available on Google.

Oh dear, that sounds stressful!

thanks for the email tip, I think my issue should be resolved now though. Overall I got a freebie (in the form of an expensive replacement charging cable) and the repair under warranty, but it took weeks longer than it should have and was unnecessarily stressful. (I had a bill for £1.5k at one point!)