Refund Protection Insurance query

[harrysjones21]

Hi All,

Seeking some advice here!

Has anyone who holds the Amex Platinum card ever claimed on the Purchase/Refund protection insurance the card offers?

Purchased a new laptop from John Lewis two days ago, opened the laptop and registered an email address (as it was required to log into the laptop) tried to download a software only to find out that the software was incompatible as we had purchased a Chromebook and not windows laptop (we don’t even know the difference between the two!)

We successfully opened a returns claim online. Today we visited our local JL store to return the item and naturally asked questions has the box been opened etc.

Then we were asked have you entered any email addresses or registered the device with the manufacturer. Obviously said yes to registering an email address and no to the later.

We were then informed that they could not accept the return, due to personal information being on the device.

We informed them we had factory reset the device, however they still could not accept the return due to GDPR (apparently if someone with technical knowhow purchased the laptop they could access our info, despite only creating the gmail account when we received the laptop, so no information to take).

So we had to keep the laptop and in addition purchase a new one that was a windows computer. Not quite what we were expecting as you have to create an account to even access the computer.

We are looking to claim on the Purchase/Refund protection but are unsure if this is possible, as we purchased the item on a different card. Currently lumbered with a £200 unfit for purpose laptop and another new windows once approx £200.

Anyone used these types of insurances provided by Amex or have been in a similar situation?

Any advice is helpful.