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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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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:

haveacupoftea · 06/05/2017 06:37

At least he only hung up. I'd have told you to fuck off

SweepTheHalls · 06/05/2017 06:43

With the combi microwave all the metal stays in

allegretto · 06/05/2017 06:52

I can't see you having to UNSCREW things in order to get it to work so logic tells me they should stay in*.

*I accept no responsibility if you blow it up!

CasperGutman · 06/05/2017 06:55

I've only used a combination microwave at work, but it was fine with the metal shelves in.

It would be ridiculous if you had to take those shelf supports out (unscrewing them, for goodness's sake!) and clutter your kitchen up with them every time you wanted to microwave something!

ClaudiaNaughton · 06/05/2017 06:55

Yes call the manufacturer's tech helpline or does it have a manual? Can't expect JL customer helpline to know workings of every model they sell. They will give you the tech helpline of manufacturers if you can't google it. I did this last weekend with a Bosch Athlet which snapped in two. Now got new "stalk" although out of guarantee and all sorted on Bank holiday Sunday. I luffs JL

JulesJules · 06/05/2017 07:13

I have a Miele combi oven/grill/microwave, I just have to remove the wire oven shelf before using the microwave. The other cooking shelf is a glass tray. The inside of the oven is all metal.

I'm pretty sure you would not have to start unscrewing the inside in order to use the microwave and if you did it would be mentioned in the manual.

I also don't think it is up to John Lewis to tell you how to use the oven.

JulesJules · 06/05/2017 07:14

So yes YABU!

Trifleorbust · 06/05/2017 07:30

He is entitled to protect his surname.

chocolatesavedmysanity · 06/05/2017 07:39

Yanbu

fedupB2B · 06/05/2017 07:43

Don't see why you didn't call the manufacturer. It's a health and safety concern John Lewis don't make products. Even their own brand products are made by usually zanussi or Electrolux. All the tech support team have are the manuals same as what you have to help they are not allowed to advise on stuff like that over the phone.

Having worked for them myself I can tell you that the call will get listened to due to the satisfaction survey being scored a 1 but no action will be taken as Micheal gave you the correct advise. They are in place more for computer and atv support anything else they deal with repairs.

My advise is take to store or call the manufacturer.

Batteriesallgone · 06/05/2017 07:46

YANBU.

Any old school JL customer services person would have empathised, conversation like follows:

Oh gosh how terribly confusing, yes I see what you mean. Unfortunately as we aren't the manufacturers of this product I can't tell you right now whether to remove the shelves or not, I could provide you with the phone number of the costumer services department of the manufacturer? Or I could call them for you and ring you back?

I do hope this hasn't ruined your day / plans. What were you planning to cook? Oh polenta / a cup of tea, how delightful.

Anything else I can help you with Madam?

Batteriesallgone · 06/05/2017 07:47

It's all in the attitude. No one expects bolshyness from JL.

Batteriesallgone · 06/05/2017 07:50

As an aside I was on the phone to Debenhams customer services the other day and he said I'd have to go in store for something. He followed up by asking would that be a long trip and would I be OK to go into store? I said it would take me a week to get there and he extended the refund deadline for me by making a note on my account.

Same issue - you have to go in store to get the problem resolved - but the Debenhams young man was so sweet I would have scored him top marks on a survey.

Original poster

twatchops · 06/05/2017 09:02

It's a JL microwave but I think it's made by Electrolux.... might give em a ring....

Bit worried about all the customer service things now..... bought all my appliances from them...

OP posts:

MacTaylorsSecretWife · 06/05/2017 09:09

We recently got a neff oven/micro combi and everything that came in it is microwavable, I have to be careful not to mix up the trays with the ones from the oven so I'm assuming they're made slightly differently. As someone already posted the instructions say to leave a teaspoon in liquids. Surely you can't be expected to take the thing apart if you want to microwave something?

PollyPerky · 06/05/2017 09:10

YABU

The helpline is not there surely to answer every single question about every appliance. How can staff possibly do that?

I'd never have thought of phoning the seller- you ought to phone the manufacturer.

And how rude were you to him? I doubt he cut you off without some kind of aggressiveness from you.

PollyPerky · 06/05/2017 09:12

And yes...IME the helpline for technical support is there for people placing online orders and glitches with the website not working. Technical support does not cover all electrical goods etc etc that they are selling.

You need to understand what Customer services is for before going off on one.

LadySpratt · 06/05/2017 09:24

Hmm, interesting to hear their customer service is outsourced. When my elderly mother asked in store for an item to be delivered (which never turned up), she was surprised to hear that it wasn't their problem that the item hadn't arrived as their records showed the item had left the warehouse and they didn't do the delivery!!
They also refused to refund; my mother was furious! In the end they agreed to redeliver as a goodwill gesture. The cheek!

Original poster

twatchops · 06/05/2017 09:30

So the manual is a JL document, its poorly written and makes no mention of the shelf supports which slide on and off a screw.

I was nothing but polite to this individual. I completely accepted that he might no know/have all the information and had got as far as asking how the best way to find out this information was/whether I should ring the manufacturer etc and he was beyond rude. I was in no way aggressive. I was so gobsmacked for once I was lost for words...
I have found out that I rang about 10 mins before the line shut so I guess that has a large part to play in his attitude.
We all have bad days/moments but this was genuinely on a different level.

OP posts:

Original poster

twatchops · 06/05/2017 09:34

"I'm sorry to hear about your problem but unfortunately you have come through to the wrong dept and I can't help. I would suggest ringing either the store where you purchased it or the manufacturer who is not JL but in this case Electrolux"
Would have surely been a better way to deal with it....

OP posts:

TSSDNCOP · 06/05/2017 09:34

IME John Lewis service via CS and Instore is completely hit and miss. Perhaps not at all stores, but certainly at the giant one near me. Andy may not have known all the facts about the JL branded product, but it's ok to explain that to a customer and then offer to go and find out and ring back.

JessKM · 06/05/2017 09:34

I had some really bad service in John Lewis a while ago, I was asked why a woman would need a DSLR camera like the one I was browsing at, and when I asked about the spec of one, was told to read the box. I was furious and really let down as we always used John Lewis.

Anyhow, I complained profusely to the head office address on the website and they were mortified, I was given £25 voucher, a personal shopping appointment with a manager to go back and browse all the cameras - when I arrived the store manager was there to apologise and took me and DH for a complimentary cream tea, and the employee in question was made to apologise in person too - poor boy.

They more than made up for it, a sorry would have been fine, but they really wanted to make up for the bad service so it's worth letting them know how you feel!

JessKM · 06/05/2017 09:36

In fact I can give you the email address that I used if you'd like!

PollyPerky · 06/05/2017 09:36

Not totally sure what you mean by CS being 'outsourced'. It's been a Scotland based call centre for years if that's what you mean; but the advisors are AFAIK all employed by JL. Their phone nos no longer put you through to a local store, if that's what you mean and haven't for years and years.

To give another side to it, I use JL a lot. They supplied our kitchen (the labour is contracted out, so not their own employees), all the carpets and furniture we have is from them and I have found them very helpful incl phoning customer services.

Original poster

twatchops · 06/05/2017 09:40

Fingers crossed this was a one off then. I am hoping the call was recorded. There's no way I was remotely rude and it will make shocking listening.

OP posts:

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