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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To expect better from John Lewis

62 replies

twatchops · 05/05/2017 22:35

Rang their technical support line today..
An outrageously first world problem I admit (whether I need to remove metal shelf supports from brand new microwave combi oven when using microwave mode - the instruction manual makes no mention of them)
Got chatting to "Michael" who was off with me from the outset. Told me to drive back to the store. That it was a health and safety problem. I asked him whether it was possible for him to leave a message for someone to get back to me about it but no "it's a health and safety problem"
I was in the process of complaining about his aggressive attitude, I asked for his surname.
Readers.... HE HUNG UP!!!!

I was left clutching my pearls and sobbing into my Waitrose ready meal... (only joking about this bit - we have just refitted our kitchen and the electrician has wired in the oven and I was trying to turn the fucker on to check it worked)

There was a short 1-5 satisfaction survey after the call in which he received The dubious accolade of a full house of "1"s.

I've had a good experience with them before which is why I bought from them again. I wasn't necessarily expecting a "there and then" answer but possibly for someone to get back to me...
It's not like I asked him whether or not it would cook polenta.....
AIBU to expect a bit better than this...

OP posts:
ambereyesore · 05/05/2017 22:41

Poor Michael

UppityHumpty · 05/05/2017 22:45

you do take all the metal out when using the microwave function.

Original poster
twatchops · 05/05/2017 22:48

Even the shelf support bits that slot onto the sidewalls? The manual doesn't mention them at all except to say that you remove them for cleaning...
it will be a right PITA to remove them every time you microwave something...

OP posts:
BillyButtfuck · 05/05/2017 22:49

I'm on #TeamMichael.

londonrach · 05/05/2017 22:50

Anyone else had real problems getting through taking me three days, two people (mil and me) about 10-15 messages to get a call back from a department and that was to confirm an order. Not impressed with them so far either. (John lewis newbie)

UppityHumpty · 05/05/2017 23:00

All the metal bits OP. We're getting out kitchen refitted and were told all the metal pieces need to be removed.

Original poster
twatchops · 05/05/2017 23:10

These shelf supports are kind of screwed in to the wall.... Confused

OP posts:
UppityHumpty · 05/05/2017 23:14

Are you sure they're metal?

Original poster
twatchops · 05/05/2017 23:15

I know you all like a diagram... here's a photo...

To expect better from John Lewis
OP posts:
ExplodedCloud · 05/05/2017 23:15

My Bosch combi microwave thingy oven quite happily microwaved with metal in there Confused
It has a shelf thingy that stays in. And a little sticker saying to leave a teaspoon in liquids when microwaving them on 900W.
I'm a bit worried I'm going to kill an ordinary microwave at some point.

Original poster
twatchops · 05/05/2017 23:16

The baking tray and wire rack are specifically mentioned as being non-microwave compatible....

To expect better from John Lewis
OP posts:
Original poster
twatchops · 05/05/2017 23:18

Michael..... if you're out there.....
Heeeellllppp mee pllleeeeeze

OP posts:
Scottishchick39 · 06/05/2017 00:12

Are you sure it's a combi oven? I've never seen them with the shelves in, it's usually a removable wire stand on a glass turntable.

Scottishchick39 · 06/05/2017 00:14

Looks like a fan oven to me.

Original poster
twatchops · 06/05/2017 00:22

Yup I'm sure! I've just microwaved a cuppa (after unscrewing and removing those side shelf things just in case!) Wink

OP posts:
flibberdy · 06/05/2017 00:42

I have that (or very similar) and I microwave with all the racks in and I'm still alive!

childmaintenanceserviceinquiry · 06/05/2017 00:44

I won't touch John Lewis with a barge pole now. Their customer service is dreadful. They were superb, best on the high street, but about 4 years ago went to pot, such a shame,

OlennasWimple · 06/05/2017 00:46

I thought the shelf supports and some of the trays in those things are metal that is microwave compatible?

I think in this instance Google is more use that Michael from JL

LilacSpatula · 06/05/2017 00:46

Oh Michael, where are you??? Sigh

9unctured6icycle · 06/05/2017 00:59

I bought a cooker from them (admittedly about 10yrs ago) and the service was absolute shite. If I remember correctly the first cooker stopped working and they couldn't collect it for many weeks and wouldn't deliver a replacement on the same date, so the replacement was then delivered weeks later.

I believe in the end something went wrong w that one too and I went elsewhere. I remember that because it took months to get a refund and at the time the delay really pinched, what with not having a cooker or the money to buy one that worked. I remember having to be in almost daily contact w someone at JLHQ who dealt w the pickup/delivery aspect of things and while it was good to have one person to contact directly it didn't have any positive effect on the actual service. It was not Michael (it was a woman) but I remember thinking 'Ffs where is the love?'
My SIL has just had the same problem w an appliance that needed replacing and taking absolute ages to get it all done.
I think JL have been resting on their laurels for many years and their move into online trading has just stretched them beyond capacity (online service is creaky beyond belief). Some aspects of their business are great but there are big gaps.

AgentProvocateur · 06/05/2017 01:36

They've outsourced it to Crapita, I think. That's when it all went to pot.

Poosnu · 06/05/2017 05:55

Yes, their customer service is now outsourced and has deteriorated significantly. Customer service used to be one of their USPS.

Choice of delivery date is really hit and miss as well - I have several times booked a date only for it not to turn up. If the item isn't in stock and is from a third party supplier, it depends on when the supplier will stock it - but the website doesn't reflect this.

Bitlost · 06/05/2017 06:05

John Lewis is useless. Stopped using them a long time ago after they 1/refused to fit in the washing machine they delivered and take out the old one (access was too difficult for two big men) 2/ left the new one in the middle of the kitchen 3/ and customer service informed me I would need to wait two weeks for a call back to make an appointment. I had to call CEO Andy Street to sort it out.

Legma37 · 06/05/2017 06:29

It might be quicker to call the manufacturer of the microwave, as isn't JL just the retailer?

BarbaraofSeville · 06/05/2017 06:30

The inside is metal Confused so I don't see what difference the shelf supports make. It's reflecting off the metal that keeps the microwaves inside the oven to cook the food and not you Smile.

I've always found John Lewis shit, don't understand the love for them and have had better service and cheaper prices from Currys or AO.com.

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