We read your Saturday column every week and have now suffered a problem of our own, with our three-and-a-half-year-old Bosch washing machine – we feel aggrieved that John Lewis will not do anything to help us.
In a letter it told us that it believes its only duty of care to us once the machine is out of warranty is to pass on “details of appropriate repair agents to assist you with repairing of the product, but not to take the cost of the repair”.
It appears to deny the existence of the Sale of Goods Act and was been thoroughly unhelpful. Can you advise please? GW, Stamford, Lincs
What you were told by John Lewis’s customer services was, frankly, a load of baloney. We took up your case with head office and it has now admitted that the person who wrote to you got it very wrong. It told us: “We take our obligation under the Sale of Goods Act seriously, and if it is our responsibility we will always repair or replace the product, or offer a refund.”
The store says it originally and correctly offered £50 to cover part of the cost of a Bosch engineer to inspect the washing machine, but you declined as you felt John Lewis should cover the entire cost of the engineer call out.
“What we didn’t get right was the subsequent advice our partner gave around our duty of care. This was not in line with our guidance and policies, and we have taken immediate action to ensure that this doesn’t happen again.”
To apologise, it has now repaid you the insurance premium of £170 which you were forced to take out to pay for the repair. You are now much happier as a result.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
