I have purchased my l pad from JL in 2014 and took out added care, once my 3 years ran out on added care I repurchased it again. 2 weeks ago the IPad was accidentally damaged. Called JL the got it booked it, Greenbridge company JL added care use took it away and rang me 3 days later saying it was unrepairable and they will send out a refurbished one. I explained that JL added care sold the policy to me explains is your item is unrepairable they send out a new one to similar spec or if the don’t have the model then something to higher to the same value you have already spent on the existing one we have purchased. I then get told from added care team that no it has to be a refurbished one and if I accept this then my added care policy will continue. I explained that this isn’t what I have been sold and on the policy it stated replacement and Not refurbished. This was the information also given to me by the JL advisor in store.. Added care team says go and take it up with them. They then said that the terms state this, I explained that I read on the JL website added care and it says nothing about refurbished item! They then claimed these terms / conditions were updated so read the ones that I had.. I then explained I never got any terms and conditions when I paid online for the policy.. JL added care advisor Kirsty’s answers well you should have read the renewal! I explained that despite the terms on renewal I still should have had terms and conditions once purchase of policy was made! Kirsty’s answer was WELL SORRY IF YOU DIDNT HET THEM BUT YOU SHOULD HAVE READ THE RENEWAL The issue is if terms and conditions aren’t sent when we purchase a policy then we don’t know what the small print says plus we have a cooling of period to cancel! Kirsty then says I have sent the terms and conditions now to my email and you know I still do not have anything. I explained that I haven’t had anything she then said well it’s an automated system that sends them .. and sorry if you haven’t got them. Since last week I have approached JL director office but they keep sending me back to added care escalation team which is Kirsty! Because the directors office say we have no idea regarding added care terms ! But if these people who are part of JL have no idea on the terms of added care then how does the average person like us know? The escalation have bullied me politely and have offered either have the refurbished iPad or take your unrepairable one back and £35 from the remaining added care policy. I have gone back to the directors office but still waiting on a response!!!!! I have been extermely loyal to JL and shopped obver £100 of pounds, taken added care on everything I purchased but honestly DO NOT BUY IT! This is my first claim and believe me JL true colours are out. NO ONE HELPS... directors office or JL added care they push you and force their decision upon you. Directors office says there the best people.. JL added care don’t have any care or value for there customers. To be honest addedcare aren’t even a part of JL there just a third party company who are doing great in loosing JL loyal customers. Since this claim I have looked up and JL have the worst customer services reviews... God know what’s Gona happen with my complaint .. it’s a waiting game now :( spoken to another lady called Louise who said she will investigate this complaint and comeback to me. Guys please be careful and don’t waste your money on added care.