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

[Old_Geezer]

More the computer operator (or their boss) says, "Doh !"

[hc4361]

Won't they accept the receipt?

[bainbrig]

No - one supposes because you COULD have cancelled, whereas a paid invoice is ‘harder’.

Tell me why they don’t send out an invoice for (in this case) 54 days! We’ve paid in full, the machine is great - but No Go.

What their head of support says is:

“I can only advise to use a different device to open the PDF file. We do not have another means of providing the VAT receipt to you. I understand the inconvenience this may cause but I can only advise to use a different device.

Should you require assistance with any other matter please do not hesitate to contact me.

Yours sincerely,

Scott Cooper”

One to avoid!

BB

[naomi24]

Told you to buy in-line from AO. Oh well...

[spathiphyllum]

I thought the John Lewis help department would be much more efficient than that.

If the invoice hasn't been posted.. then have you paid? If so.. don't you have a receipt?

[237SJ]

Since computers have taken over, customer service has detiorated. Computer says "No" and that's that. Could you forward the invoice to a relative or friend and see if they can open it?

[hc4361]

How odd, the Miele site suggests that a receipt is valid to claim the offer

https://miele-up-to-200gbp-laundry.sales-promotions.com/?country_promotion=2&lng=en

[bainbrig]

Points taken, but (Mrs Danver) Miele are quite nice, but unyielding. “How do we know you’ve shelled out £1400?” they ask. And (there’s a hole in my bucket) “Show us John Lewis’s VAT receipt and we’ll cough up.”

Round we go.

[hc4361]

bainbrig, have you tried claiming online and uploading a copy of your receipt?

[spathiphyllum]

you must have proof of payment. A bank statement? A receipt? The warranty?

[bainbrig]

237. Done that. PCs wont open it, Macs wont open it.

hc. Quite! But that’s the document we haven’t got.

[237SJ]

It says in the link that you just need a receipt showing name of store, date purchased, item and price so why won't they accept it?

[hc4361]

You didn't get a receipt?

[Old_Geezer]

Can you forward all correspondence to Miele ?

[bhg481]

Can you not forward the JL PDF to Miele? They won't be able to open it, of course but that would give you more ammunition to get JL to send it again - you will have an independent opinion that the PDF is duff.

[margarettom]

I am amazed you paid £1400 for a washing machine. My last Bosch that cost less than £300 lasted 10 years with no problems at all, until the bearings went and I must have used at least 5 times a week.

[bainbrig]

bhg. Nice idea. Their cashback claiming website specifies ‘upload documents’, i.e. no facility for attachments.

Margaret. Helpful. Do you work for a support centre?

We do NOT have a VAT receipt which is what Miele are demanding and which John Lewis are withholding.

[margarettom]

Sorry not to be helpful, but lots of other nicer people were. I have always been led to believe that John Lewis service was excellent, not that I've ever shopped there, so I was shocked when I read your post.

[237SJ]

So you don't have a till receipt?