John Lewis 'support' Doesn't.

[bainbrig]

Bought a Miele washing machine through John Lewis. Very expensive (£1400) but the last one lasted 15 years, so probably a sound buy.

Anyway, Miele say 'send us the sales invoice, and we'll send you £150' cashback. Fair enough.

John Lewis say 'we only send out sales invoices at the end of the month following delivery' (in our case 28 February).

Miele say 'no good, we want to see it by 14 February, or no £150'.

John Lewis say 'no can do, impossible, we can't print out an 'early' sales invoice, system won't allow it. You'll have to wait'.

Eventually, they send us a PDF of the invoice. Won't open. Please can we have another one. No, must be your equipment. No it isn't. We tried 3 machines. Tried 8 programs. None will open their PDF.

We say okay, can't you take a screen shot of the invoice (which they can see in front of them), print THAT out and post it to us. "Oh no, can't do that, no protocol in place." (What?) "And anyway," continues the support worker, "I don't have my phone with me..." (Eh?)

Empasse. Mrs B currently replying to their unsupportive head of support cc-ing John Lewis's CEO. Any chance? I somehow doubt it.

But it's the sort of daft problem that any grownup could solve in 2 minutes, and that's what drives you barmy. Computer says no.

BB

[bhg481]

I'm confused. JL have sent you a PDF, presumably attached to an email. You should be able to save that PDF on your hard drive and upload that on your Miele claim.

[237SJ]

According to the blurb on the link, they will accept a til receipt and the VAT should be itemised on there. That's that they mean when they say they want proof of VAT

[bainbrig]

Bought on line - so no till receipt.

[hc4361]

You don't need a VAT receipt. VAT receipts are only issued to VAT registered businesses usually and Miele should accept the till receipt - the link even shows a till receipt, not a VAT receipt.

You can just as easily return goods with a VAT receipt as you can a till receipt so I can't see why Miele are insisting on a VAT receipt.

[hc4361]

Bainbrig, you would have had confirmation of your purchase via email and delivery documents. You will at least have the serial number of the goods.

I have claimed cashback from Miele for goods online and never had this problem.

[237SJ]

Does the confirmation of your order not itemise the VAT?

[Baldric]

hc, see BB @ 17:33

[hc4361]

I did read that, Baldric, but he would have got confirmation of purchase via email from JL which is exactly the same as a till receipt - it is proof of purchase.

[snags]

You on a Mac? This 'might' work: click once on (do not open) the pdf file so it is highlighted. Press the space bar on your keyboard which will open a preview of the pdf’s contents. Take a screen grab of the resulting preview/contents.

[bainbrig]

Yes, but we COULD have cancelled! I’m sure Miele have had plenty of spurious cashback claims.

We are customers. We pay VAT. Miele (I fear) have the right to demand to see any legitimate document.

They demand a VAT receipt.

John Lewis WILL issue one - too late for the cashback!

All else is complications.

[237SJ]

The possibility of cancelling applies to any promotion though. See 3.4 under 'terms and conditions' on the link given. They just need a receipt or confirmation with the VAT itemised

[bednobs]

just send meile (upload) whatever it is that jl has sent you - they may be able to open it!

[bainbrig]

Amazing. Mrs B didn’t give up on John Lewis and finally got this reply from them.

“I have attempted to open the file that has been sent in previous emails, but am unable to do so on our own systems, and therefore agree with your earlier conclusion that this file is corrupted.

I have saved a new copy of your receipt, and have added it to this email. As I am able to open this file, I am hopeful that this new copy will not pose any problems on your end.”

So, big problem solved in 20 seconds when they finally decided to see if one complaining old woman just might have been right all along!

I love Mrs B.

[hc4361]

Yay

[Sipowicz]

Sounds like you've been put through the wringer!