John Lewis - Customer Service / Guarantee

makapo

Hintza wrote: »

Why do you think that makapo? Because it is JL and they have a reputation for good CS?

Because that's what the SOGA says

AND

JL have a reputation for good CS and therefore are more likely than some retailers to honour the SOGA.

But I'm ready to be corrected if I'm wrong.

lleck

my daughter did the same to hers after three months - she left her ring on the keyboard and closed the lid. I claimed off my house insurance. That was also a toshiba. No that this has got anything to do with the original post but I would have thought if the screen was in one piece when you bought it, it would be hard to prove you have not damaged it in any way. I had the same argument with O2 about a phone !

MikeBart

Hi everyone, thanks for your thoughts so far.
I honestly think that the screen has cracked when being opened - not using excessive force or fast etc. By opening it by the top right-corner it's not classed as misuse I would imagine.

I know the emphasis is on JL to prove that it was my fault but they won't be able to do this unless they say that I am lying and I don't expect that would be their style.

I am really frustrated about this as I know it didn't happen through "accidental damage". Although I will not be going down this route: I would be hard pushed to claim on my house insurance by saying that it broke when opening the unit with normal force etc. Claiming on my house insurance is not what I will be doing. I will either be getting a replacement / repair by JL or sorting it myself.

I do accept that I have caused the damage whilst opening it, however it was in normal use. The SOGA says that it should be durable enough for use... Argh!

Hintza

makapo wrote: »

Because that's what the SOGA says

AND

JL have a reputation for good CS and therefore are more likely than some retailers to honour the SOGA.

But I'm ready to be corrected if I'm wrong.

But broken screens? So difficult to know whether a buyer is trying it on or not!

makapo

MikeBart wrote: »

I know the emphasis is on JL to prove that it was my fault but they won't be able to do this unless they say that I am lying and I don't expect that would be their style.

Huh? No retailer can afford to give customers whatever they demand just for fear of being rude.

They would have to get an independent report to prove it wasn't a manufacturing fault. The report would look at the laptop, and whether similar faults had occurred in other laptops of that make. You can't expect a repair on the grounds that JL wouldn't want to question your word.

neilmcl

MikeBart wrote: »

I know the emphasis is on JL to prove that it was my fault but they won't be able to do this unless they say that I am lying and I don't expect that would be their style.

They don't have to prove that it was your fault all they have to do is prove it is unlikely to be a manufacturing fault.

MikeBart

My point is that I opened the laptop (without using excessive force) and it cracked whilst doing this. What else can it be other than a maufacturing fault?

makapo

Hintza wrote: »

But broken screens? So difficult to know whether a buyer is trying it on or not!

The way I understand it, that's why in the first 6 months the onus is on the retailer -- because most manufacturing faults will be evident within 6 months. After 6 months, some manufacturing faults will manifest but retailers won't have to pay because the buyer won't want to go to the trouble and risk the cost of an independent report. Swings and roundabouts.

neilmcl

MikeBart wrote: »

My point is that I opened the laptop (without using excessive force) and it cracked whilst doing this. What else can it be other than a maufacturing fault?

That's not what you said originally. You didn't say the screen cracked when you opened it but that you merely discovered the crack on opening the laptop. Which is it?

makapo

Any kids in the house?