Your guide to John Lewis inclusive guarantees
What kind of inclusive guarantees does John Lewis offer on electronics and electricals?
It really varies by product group. Most manufacturers typically offer a one-year guarantee, and we've taken certain categories of product and extended that one-year guarantee to offer extra value to customers.
The best example's probably televisions, where we offer a 5-year guarantee – that might be up to 4 years over and above the guarantee offered by the manufacturer. We know we're not the only retailer doing that now, but we were certainly one of the first to offer it, and we offer it on every single television we sell.
Why does John Lewis do this?
We recognise that certain items are what you might call considered purchases, which people may feel a bit nervous about because of the financial outlay and the reliability factor involved. We want to offer you some extra reassurance that you won't incur expensive repair bills in the unlikely event of something going wrong.
What's the small print?
We're covering the product to remain in working order for the life of that guarantee – in other words against manufacturing defect causing breakdown. If the product's used in the prescribed way and it breaks down, our duty is to get the appliance back to working order – and if we can't do that, we'll replace it with the same model, or discuss an alternative with you if that's no longer available.
So repair's the first course of action?
Yes, because it's essentially a repair guarantee – but of course sometimes it's more expedient or economic to actually replace the appliance. If it's something like a washing machine, it's probably less disruptive for an engineer to visit and repair it in situ rather than deliver a new one, whereas you'd probably be willing to return a faulty kettle to store – and we'd nearly always replace something like that.
What happens if you do replace? Does the guarantee start again?
Afraid not in the case of home technology! If you buy your product from us, then we're guaranteeing you'll have a working item for x number of years, so you'll get the remainder of the guarantee if we replace it during that time. For electrical/kitchen appliances though, you get a full guarantee again if the item's replaced.
What doesn't the free guarantee cover?
The main things not covered are damage caused by accidents or misuse. I'm afraid if you spill a glass of water down the back of your TV, you'd need to be looking to your contents insurance to cover that. As long as you've used your appliance for the purpose it's intended for, then we'll repair or replace.
What are guarantees worth in cash?
It's difficult to categorise typical repair bills, but call-out fees tend to be at least £50, then charges for parts and labour on top of that – so the average TV repair bill, for example, is likely to be well over £100.
What happens when the guarantee comes to an end?
You can buy a Service Plan to insure yourself against future repair bills. it will also safeguard you against accidental damage from day one - worth it if you know you or your family are a bit accident-prone!
So what do I need to do to claim under my guarantee?
Procedures vary depending on the kind of product, because there'll be different arrangements for repair. Just keep the paperwork we give you – including the receipt – somewhere safe, and if you have a problem with your product, follow the instructions, or email
(technical email@example.com) or call John Lewis Technical Support on 0844 693 1799 (call charges will depend on your telephone provider. Please check with your operator for exact charges). The team is available 8am - 9pm weekdays, 8am - 8pm Saturdays, 10am - 6pm Sundays. Calls are charged at a local call rate, and to help us handle your query promptly, please have your receipt and model number ready.
What if I'm having issues with my new computer?
We offer you access to a helpline when you buy a new desktop, laptop, netbook or tablet computer from us, available to you for
90 days from the date of purchase. If you're getting stuck, just call 0870 600 0060 8am - 9pm weekdays, 8am - 8pm Saturdays and 10am - 8pm Sundays - calls are charged at a national call rate.