Arrrrrrrrrrrahhhhhh - Once, Twice, Three Times John Lewis

 

Our household is aspiring middle class. We buy German branded white goods. We shop at Waitrose when we are feeling extravagant and usually visit John Lewis for our household stuffs.

In the last two years we've bought a Bosch washing machine, a Bosch cooker and recently a Bosch slimline dishwasher - the dishwasher to replace our 14 year old model. 

John Lewis offer a delivery, installation and take away service. On Monday 14th May the service was pretty curtailed. 

They delivered the new dishwasher, but didn't uninstall or take away the old model. Apparently, they thought as it was a freestanding dishwasher it would be a plug in. It wasn't  - it was hard wired and the guy who came to install it couldn't do hard wiring. So they left but not before speaking to HQ, telling what had happened and organising another visit by someone who could hard wire the new dishwasher.

The "hardwired team" arrived  at 7:15 this morning, both men as fresh as the day's dawn dew and keen to hardwire and install our new dishwasher. Except they couldn't. 

There wasn't a junction box or junction box cover so that was that. The installer phoned HQ, explained the situation and ordered a junction box  and another "harderwired" team to install the new slimline, multifunctional, internet and wifi connected dishwasher. Then they left, but not before saying the previous team should have made a note that there was no junction box, and the new "harderwired" team would be here in about two hours.

Four hours later, nothing, except the Sainsbury order which arrived as I was on the phone John Lewis customer service trying to find out what had happened to the team that would definitely install our dishwasher. 

First I was told that their Customer Resolution team had no record of another visit, but said they'd send an e-mail within 24 hours explaining...I stopped listening. I again reiterated the problem and the customer service lady went back to the Resolution team to see if anything could be done. The result was they'd call me back within a 4 hours slot. I said I wanted to escalate the issue and speak to the Resolution team directly. She again put me on hold and went back to speak to her colleagues. At that point I had another call - this time from the new "harderwirers". I checked they had a junction box and electrician who could install the bloody thing. 

As I write they've disconnected and removed the old beloved 14 year old machine and have connected and test run the new one. We are happy.