LETTER: Problems with tablet purchase

In the light of a recent experience in connection with the purchase of an Amazon Tablet from the John Lewis store in Horsham your readers may need to be aware that they appear to be selling used devices as new.
By The Newsroom
Published 24th Nov 2016, 07:00 BST
Updated 29th Nov 2016, 09:41 BST

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My wife purchased the device in good faith fully expecting it to be new and unused.

We have had to return to the store on two occasions once for the Amazon representative to complete the initial registration so that it would work and a second time when we became aware that the device was owned by someone unknown to us as when she tried to send an email it was identified as from the unknown person.

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We subsequently found photos and videos that had been stored by the unknown person. When she tried to buy goods online from Amazon she found that an account with the name and address of the person unknown to us had already been established.

Yet John Lewis deny the device was pre-owned and have even suggested we stored photos in error and that we may even have tampered with the internal workings which is quite absurd.

They asked me to advise them what would be an acceptable settlement but rejected my suggestion of a full refund.

That is why their Director Debbie Henderson considers a refund of £75.00 against the purchase price and a voucher for £35.00 which can only be used in their shop to be a generous settlement.

Ray Wenlock

Green Road, Wivelsfield Green

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Editor’s note - a John Lewis spokesperson said: “We’re sorry that Mr Wenlock was not happy with his Amazon Fire HD8. Although we offered to exchange the product, Mr Wenlock chose to keep the item. We felt it was fair to offer a £75 refund, and a £35 gift card as a gesture of goodwill, which he accepted. We believe that the reduction in price and gift voucher are a fair resolution in this case. We have a clear policy that when goods are returned to us that they are reset to factory settings, and we are confident of this process.”

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