Thought I would update. After my email to head office/customer services yesterday, I recieved a telephone call early this morning. John Lewis as a goodwill gesture you understand, have offered me either a replacement machine, as Panasonic no longer make the model I bought or an upgrade to the new Panasonic if I pay the extra for it. I refused this offer, I then refused another brand of washing machine and while the going was good, took my refund and I will never again shop with John Lewis. Broken machine getting picked up on Tuesday, replacement already ordered. Hopefully this one won't be as bad.

Hi, Recently bought a washing machine from John Lewis online. Purchased a Panasonic Washing Machine NA-14VA with express delivery as my old machine was broken & beyond repair. I recieved the washing machine on 25th February 2010 and last night the washing machine broke down with an error code which was not in the washing machine instruction booklet. It broke down with Error code H 43? Phoned John Lewis this morning who advised me to phone Panasonic. Phoned Panasonic to be told that this code meant that the machine has suffered an internal water leak and they would book an engineer. Phoned John Lewis again to advise them of the error code. I asked if it would be possible for them to replace the machine as I don't feel a machine which is just over 4 weeks old and cost the best part of £500 should require an engineers visit so soon. John Lewis told me this wasn't possible and that the Panasonic engineer would repair the machine. I thought under the Sale Of Goods Act you can ask for a replacement or a refund if the goods are not fit for purpose and of satisfactoty quality? With the machine breaking down so early on, it would suggest that the machine was faulty from manufacture and that John Lewis should have offered a replacement. I feel that this is just the start of the problems with this Panasonic Washing Machine and would like to avoid trouble in the future with it. Anyway, lady from the company Panasonic instructed to repair the machine phoned. They have passed the job onto a thrid company. John Lewis say they can't guarantee that their engineer can do the job as Panasonic washing machines are fairly new in the UK, so leave it to them. So all in this problem has meant John Lewis have done nothing. Panasonic has arranged an engineer who has to look at the machine which so far has went through them and two other companies. I feel all this is unacceptable and John Lewis were very cheeky on the phone when I asked again for a replacement or refund of my money. They said that they didn't know the machine was broken and anyway, what was I worrying about, it will be fixed. Can anyone advise who is right here? Do I have to accept a repair on a machine not 5 weeks old? I know I won't get any further until some engineer finally does phone and decide when he will show up. In the meantime I have no washing machine and no repair date. To think they say the customer service in John Lewis is exceptional. I beg to differ. Anyone offer any further advice on this matter please? Thanks