HELP CENTRE

Frequently asked questions

We’re here to help - an update from us on Coronavirus (COVID-19)

We recognise that the service we offer to our Protect Plus customers is essential to keeping their homes running.

During the coming weeks, it may be more important than ever to get your appliance fixed as soon as possible and keep it working at it’s best for longer.

Our team are ready to help if and when you need us. We are following the Government’s advice and will continue to work closely with our dedicated partners so that we can help our customers.

Please read our FAQs below before getting in touch.

You'll find your plan or policy number on any letter we've sent you about your protection. If you bought your plan or policy online, you'll have received an email from us confirming your purchase which also contains your plan/policy number.

Your plan or policy number will always be in the following format: 2 or 3 characters (a combination of letters and numbers) followed by 7 numbers. For example: B1C1234567

If the plan or policy number you have entered matches your documentation, but you’re still unable to create an account or import your plan/policy, there are a few things you can try:

- Make sure the address you’ve provided matches exactly with the address on your plan/policy (including any spaces in your postcode).

- Check the letters and numbers are correct – the numbers 0, 1, and 5 can be mistaken for the letters O, l (lowercase L), I (capital i), and S.

- If your plan or policy number starts with an ‘A’, try leaving it out.

We’re still here to help during the Covid-19 pandemic. You can request a repair online or by calling us on 0333 000 4994. In most cases, we’ll approve your repair immediately so you can book an engineer for a day to suit you. And we usually take care of any costs directly with the repairer, so you won’t even see a bill.

Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get ‘inclusive minutes’ with your package, calls to 0333 numbers will be part of these.

Following the developing situation of the Coronavirus and with advice from the Government, we’ve introduced new measures to help keep our customers and engineers safe.

Our engineers are taking the following precautions to ensure the safety of our customers:

- Engineers will observe the latest Social Distancing Guidelines throughout the visit as much as possible.

- Engineers may use additional personal protective equipment (PPE) whilst carrying out repairs.

- Please make sure that doors are opened for engineers so there is a clear path to your appliance so that engineers touch as little as possible in your home.

- You will not have to sign engineer tablets for a normal job completion, instead you may be asked if the engineer can sign on your behalf.

- If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.

If you have any concerns or questions, please raise them when you book your appointment or delivery, or when the engineer calls ahead of the visit.

We are still able to offer repairs and replacements for our customers nationwide and our engineers are taking the following precautions to ensure the safety of our customers:

- Engineers will observe the latest Social Distancing Guidelines throughout the visit as much as possible.

- Engineers may use additional personal protective equipment (PPE) whilst carrying out repairs.

- Please make sure that doors are opened for engineers so there is a clear path to your appliance so that engineers touch as little as possible in your home.

- You will not have to sign engineer tablets for a normal job completion, instead you may be asked if the engineer can sign on your behalf.

- If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.

However, localised lockdowns may affect whether our engineers are able to install your new appliance. We always aim to do the right thing and will help customers as much as possible where it is safe to do so. 

If you have any concerns or questions, please raise them when you book your appointment or delivery, or when the engineer calls ahead of the visit.

Please also check the Government website for the latest information about which areas are affected by local lockdowns.

If you are self-isolating because you or a member of your household are experiencing any of the following, an engineer will not be able to attend your home until it is deemed safe to do so:

- Symptoms of the Coronavirus such as a high temperature or new persistent cough

- Awaiting test results

- Diagnosed with the Coronavirus

- Been in contact with someone with the Coronavirus

- Recently returned from abroad – for the latest travel advise please visit the Government website

In these cases, please book a repair when the recommended 2 week self-isolation period due to infection is over.

If you already have an engineer appointment arranged, please call the engineer or Repair Agent directly before their visit to rearrange your appointment for after the self-isolation period. You can find their phone number on your confirmation email.

If it’s an emergency, you will take priority. We are doing everything we can to support you during this stressful time. Every case is different, and we will do our best to help. Please call us on 0333 000 4994 and contact our customer support team who will be able to help.

For the most up to date advice for self-isolating please visit the NHS website.

Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get ‘inclusive minutes’ with your package, calls to 0333 numbers will be part of these.

If you are self-isolating or shielding because you are a vulnerable customer, you can still book a repair or replacement. When you do so, please make sure you tell our customer care team that you are a vulnerable customer.

Our engineers are taking the following precautions to ensure the safety of our customers:

- Engineers will observe Social Distancing Guidelines throughout the visit as much as possible.

- Engineers may use additional personal protective equipment (PPE) whilst carrying out repairs.

- Please make sure that doors are opened for engineers so there is a clear path to your appliance so that engineers touch as little as possible in your home.

- You will not have to sign engineer tablets for a normal job completion, instead you may be asked if the engineer can sign on your behalf.

- If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.

If it’s an emergency, you will take priority. We are doing everything we can to support you during this stressful time. Every case is different, and we will do our best to help. Please call us on 0333 000 4994 and contact our customer support team who will be able to help.

For the most up to date advice for vulnerable customers please visit the NHS website.

Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get ‘inclusive minutes’ with your package, calls to 0333 numbers will be part of these.

Appliance: In some situations, at our discretion, we’ll arrange to replace your product instead of repairing it. In these cases, we’ll either:

- replace your product with one of a same or similar make and technical specification, or

- issue you with a John Lewis and Partner gift card.

Accidental Damage & Mobile: In some cases, rather than carry out a repair we may decide to give you a replacement item or a John Lewis & Partners gift card.

Rather than a new product, we may provide you with a remanufactured or a refurbished replacement.

All replacements will be of the same or similar make and technical specification as your product. However, it may not be the same colour as your original product.

Furniture: In some situations, at our discretion, we’ll arrange to replace your furniture instead of repairing it. In these cases, we’ll replace your furniture with one of a same or similar standard, specification and style as the original furniture available from John Lewis & Partners. If the furniture has been purchased as part of a matching set, we may replace the whole set provided they were purchased in the same transaction and are all protected by the same policy.

If the repairer hasn’t told you what the next steps are, it’s likely they’re either ordering spare parts or confirming the appliance is beyond repair.

You should hear from them or us within 48 hours. But if you still haven’t had an update, please call us on 0333 000 4994 and contact our customer support team who will be able to help.

Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get ‘inclusive minutes’ with your package, calls to 0333 numbers will be part of these.

Only if we advise you to. The work of our engineers is monitored and guaranteed, and we ensure they carry public liability insurance. That’s why we prefer all repairs to be carried out by our approved engineers.

For information on John Lewis & Partners product cover, see the John Lewis & Partners guarantees.

Appliance: We’ll pay for the delivery and installation charges of your replacement product. If John Lewis & Partners install your replacement product, it'll be in the same location as the original product and won't cover cost of upgrade to electrical work. Installation will be subject to John Lewis & Partners standard installation Terms & Conditions.

Where installation is unavailable from John Lewis & Partners’ chosen supplier, we'll pay the cost of installation. In this instance, you'll need to pay a chosen supplier for the installation and then claim the cost back from us. We may advise you on potential suppliers and will do this at the time we arrange your replacement.

If your product is replaced, you'll be responsible for the disposal of your original product at your own cost. John Lewis & Partners may offer a disposal service at the point of delivery.

Accidental Damage/Mobile: We’ll pay the standard delivery charges for any replacement arranged under this policy. We'll pay installation charges for Televisions replaced under this policy. You’ll need to arrange the disposal of the replaced product at your cost if it remains in your possession.

Furniture: We’ll pay the standard delivery charges for any replacement furniture arranged under this policy. You’ll need to arrange the disposal of the replaced furniture.

Please also be aware that installations might be restricted within local lockdown areas as well. Visit the Government website for the latest information about which areas are affected by local lockdowns. If we’ve been unable to install your appliance, please call us on 0333 000 4994 for more information. 

We always aim to do the right thing and will help customers as much as possible where it is safe to do so.

Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get ‘inclusive minutes’ with your package, calls to 0333 numbers will be part of these.