John Lewis

[Segilla]

I regard them as a decent firm with their generous 2 year guarantee but am disappointed to be told that it does not apply to a failed bulb in a standard lamp.
I bought the item only about 6 weeks ago and in no way can it be said that it as given reasonable service.

Am I right in believing that the Sale of Goods Act needs to be invoked to get them to deal fairly with me over this?

[Gavmacp]

Is the bulb expensive to replace?

[jg96]

Oh please a light bulb can expire anytime it wants and a 2 year guarantee on it!!!

[FrogNog]

I think you just need to buy another bulb and if that one fails as quickly, you could argue it's a fault with the lamp.
Sorry, I don't think they're liable.

[Prudie]

Do they sell the lamp with a bulb then? That's unusual. Is it really worth the hassle? Bulbs can blow when they get knocked about - like on the journey home.

[Segilla]

Thanks for your responses. A replacement bulb costs c. £3.50, not something that is going to break the bank but since it is such an inexpensive item for a newly purchased article, I fully expected JL to send a replacement without fuss. Since they didn't, I wanted to test opinion but clearly, no sympathy here!

[Gavmacp]

I don't believe John Lewis have any responsibility to replace bulb though I admire you for asking!

[jno]

I can't see why their guarantee doesn't apply to everything, unless there's something in their T&Cs that says it doesn't. A guarantee is a guarantee.

This is what they say about electricals

http://www.johnlewis.com/inspiration-and-advice/electricals/archive/john-lewis-inclusive-guarantees

[Gavmacp]

I do rather think it would be hard to prove that when you brought the lamp home you took reasonable care and attention. Then you would have to prove that your electrics were top notch etc.

[Segilla]

Gavmcp, I think they would have to rely on my having bought from them a fridge, freezer, washing machine, laptop etc etc over the years and have never been a nuisance to them.
Making customers prove electrical suitability ....?

[btrobin]

Lamps, light bulbs call them what you like are never covered by warranties. I purchased a Whirlpool microwave and the cavity lamp expired after two weeks, not covered by the warranty, even though in order to replace it you have to take the cover off the appliance, which can be rather dangerous if you happen to pass you fingers over the capacitor. Whirlpool said they could send an engineer to do it but would charge, lamp on it's own £22, plus call out. No thanks £3, and a modified lampholder.

[Segilla]

Somewhat insulting, methyl, to suggest I was trying to fool JL.
The fact is the item failed to give reasonable use. In the event I pursued them beyond their hiding behind their generous 2 year guarantee, and after much prevarication from their unhelpful customer service dept obtained full redress under the Sale of Goods Act 1979.

[btrobin]

I had a bit of a technical problem with JL last year, I foolishly bought a Delonghi coffee machine, £125, on my credit card, and when I returned home, I don't live in the UK, it was faulty. I rang JL to inform them of the situation, and the fact that I didn't envisage returning to the UK for about 6 months. After much faffing about they agreed to waive their normal 28 day refund rule, but said if I had anyone coming back, then give it to them and they would sort it all out without me being present.
Having been a Delonghi authorised service agent in the past my curiosity of why this item was as dead as a dodo, got the better of me, and after checking it I found that the moulded plug on the lead was faulty, and not allowing a supply to the machine, hence the problem. Solution, cut off the plug and fit another, all OK ring Delonghi and advise them that they might have a problem with their mains cord supplier. Most unhelpful bunch of morons, only interested in the fact that I had invalidated the warranty by cutting the plug off. So tried the coffee, absolute rubbish, after spending out for packet after packet and getting lukewarm dishwater to drink I decided to return to plan A and take it back. Put the moulded plug back on, boxed it up and did just that, walked into the store and after an initial heated debate with the sale assistant was asked to produce my credit card for a refund. That's when the advice given by JL's customer service fell short, had I, as they suggested, returned the item via a third party, they would not have been able to refund the purchase as they didn't have my card. They certainly need a bit of education.

[factor-fiction]

I think you are lucky, Segilla, that John Lewis eventually agreed to refund the cost of the light bulb, although your persistence should also be acknowledged. There is a risk that by pursuing such a claim you could find more valid claims in future may be treated with more caution than would normally be the case. Sometimes i feel it's better to keep one's powder dry for another day. I think their agreement to a refund is based on customer service principles rather than on any legal case you may have.

[Segilla]

I agree factor-fiction, that it was a matter over a small item but as I regard myself as someone with a pretty fair (disinterested) outlook, it became one of principle, especially after prevarication by four members of their Customer Relations team. And at 81 I don't have a lot of powder left to keep dry!

[factor-fiction]

I don't see why it was matter of principle, though. What was the principle? Bulbs fail and I doubt the guarantee covered the bulb.

[hc4361]

A light bulb in a lamp is a consumable item and is never covered under any warranty, guarantee or law.

[Baldric]

How petty, no further comment!

[Segilla]

I cannot believe that there is anything petty about having principles, Baldric, but I suppose you are of a different, less particular generation.
Item now closed to further comment.

[factor-fiction]

Yes, it's a matter of principles and priorities rather than a legal issue.