We purchased a £599 Frost Free Freezer from John Lewis in 2013. Fair enough the 3 year warranty has expired and until now, June 2018, it has worked very well. A couple of weeks ago it started playing up and we had to get the engineer out as the online troubleshooting was minimal. The engineer told us that it needed defrosting because although it was a "frost free" appliance it still needs defrosting every 2 years. There is absolutely no mention of defrosting in the John Lewis Manual anywhere fact it categorically says it does not need defrosting. We have tried to tell John Lewis customer services that we feel aggrieved that we have had to pay for an engineer to come out and tell us something that we could have done ourselves if it had been put in the Manual. The contracted out customer services, Sitel, were intransigent and pushed us onto the warranty company who wanted to push us back to John Lewis. We still have mileage to go on this as we refuse to give in until John Lewis admit that their information is incorrect. We have always had faith in John Lewis and have spent thousands of pounds with them over the years but now we shall be looking for a more personalised, local option, someone we can speak to in person rather that well versed brick walls.