Returning Faulty Items Back To John Lewis

[rosiew]

Hi
We purchased a soundbar from John Lewis 5 months ago and it has produced an intermittent fault. They say that i must contact Orbitsound directly for advice on the problem/repair. I thought that with the soundbar only being 5 months old, i could return it for a refund. I really dont trust them to see to this as it is intermittent, the subwoofer goes off and we have to wait a few minutes for it to come back on or we turn it off completely and switch it back on. Can anyone give me advice on what my rights are. I could understand if the item was a year old but 5 months is nothing

[gingejbee]

I'm very surprised that JL has said this - if they sold it, it's their responsibility to attend to your problem ewith it.

[Baldric]

Don't they also offer free extended warranty on most electrical goods?

[Baldric]

All state 2 year guarantee included

http://www.johnlewis.com/search/orbitsound-soundbar?_requestid=749307

[gingejbee]

I think on selected things only eg TV, DVD, computers.

[gingejbee]

...there you are then....back with it...

[hc4361]

Yes indeed. Your contract is with JL, not the manufacturer.
As the item is less than 6 months old you are entitled to a repair or replacement UNLESS the item is not working because it has been damaged or misused by you.

[Baldric]

Have a read of this lot
http://www.johnlewis.com/inspiration-and-advice/electricals/archive/john-lewis-inclusive-guarantees

[hc4361]

"What does the guarantee cover?
Our guarantees provide full cover against mechanical breakdown through normal use. This means that if your item develops a fault during the guarantee period, we'll arrange for it to be repaired free of charge, including all parts and labour. Your guarantee is transferable with ownership, so if you give or sell the item to someone during the guarantee period, it's still covered."
"If we can’t repair your item, we’ll replace it with an item of equivalent specification. If no equivalent product is available we‘ll discuss an alternative settlement with you, and we’ll always do our best to make sure that you’re satisfied with the outcome."

http://www.johnlewis.com/customer-services/information-about-our-terms-and-conditions#cq-second-year

This is in addition to your statutory rights under the Sales of Goods Act that states that if an item develops a fault in the first 6 months you are entitled to a repair or replacement

[rosiew]

It is under the 2 year warranty but they say that they cannot deal with the fault and would have to go through Orbitsound themselves. I have lost confidence in this soundbar and would prefer a refund so i can buy a 5.1 system. Can i demand this from John Lewis as it is less than 6 months old. Thanks to all that have replied.

[hc4361]

No, you can't demand a full refund - you are entitled to a repair or replacement.

[rosiew]

Sorry, i did not mean to say "demand". Could i ask them for a refund instead of a replacement.

[Buenchico]

You can ask them for anything but, once you've legally 'accepted' goods (which you will have done within days of making your purchase) a retailer is no longer obliged to provide a refund in respective of goods which develop a fault. The retailer is only obliged to provide a repair or replacement. You can state which of those two options you would prefer but the retailer can substitute the alternative option if your choice is not economically viable.