John Lewis 2 year guarantee

*Jane*

I purchased a laptop on line December 2009 for my son for xmas. The laptop is 13 months old and has more or less fallen to bits. The last resort is when the hinges snapped off on one side and now it will not shut at all. Rang John Lewis and was told i have to take it to their Manchester store for them to send to be repaired. Said i was not happy about having to travel 30 miles to take it and was told to send it to their Manchester store and they will send it off. Obviously i am going to have to pay for this but how on earth do i send a laptop that wont close through the post. Also if they repair it i have to travel to Manchester to get it back does anyone know if this is standard proceedure.
Sorry about spelling not my finest point

derrick

*Jane* wrote: »

I purchased a laptop on line December 2009 for my son for xmas. The laptop is 13 months old and has more or less fallen to bits. The last resort is when the hinges snapped off on one side and now it will not shut at all. Rang John Lewis and was told i have to take it to their Manchester store for them to send to be repaired. Said i was not happy about having to travel 30 miles to take it and was told to send it to their Manchester store and they will send it off. Obviously i am going to have to pay for this but how on earth do i send a laptop that wont close through the post. Also if they repair it i have to travel to Manchester to get it back does anyone know if this is standard proceedure.
Sorry about spelling not my finest point

SoGA Section 5A, 48B;-

"[FONT=&quot]48B Repair or replacement of the goods[/FONT] [FONT=&quot] [/FONT]
[FONT=&quot](1) If section 48A above applies, the buyer may require the seller--[/FONT]
[FONT=&quot](a) to repair the goods, or[/FONT]
[FONT=&quot](b) to replace the goods.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot](2) If the buyer requires the seller to repair or replace the goods, the seller must--[/FONT]
[FONT=&quot](a) repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;[/FONT]
[FONT=&quot](b) bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).[/FONT]

Tell them you require them to uplift or to compensate you for time and costs, you should not be paying anything if claiming under SoGA, read through the info re the link above.

.

gecko69

I had the same experience recently with a plasma TV that stopped working before it was even 3 years old. We went into the store to enquire about the process to use their 5 year guarantee and was told that we had to take the TV into the shop. When we questioned this as we don't have the original packaging and it is very heavy, the "customer service" person didn't care. She also wasn't helpful when I asked how long it would be before we would get the TV back. I thouight she was going to cough toward us in the style of Little Britain! When on the following day my husband struggled in with the TV the store told him to take it home as they can't do anything with it!

They have since sent a company to collect the TV who have repaired it and then noticed another fault before it left their premises; after alot of chasing by us and no contact at all from JL in almost 2 months, they have eventually decided that it is not viable to repair but have only offered us about half the value of the original price.

We paid alot of money for this TV on advice from their salesman that it was one of the best TV's on the market and truly believed that it would be good for at least 5 years particularly as JL were willing to give it a 5 yr guarantee; I'm really not happy with JL and feel that they have mis-reprented what the so-called full guarantee is. I would like to know my consumer rights here...

wealdroam

gecko69 wrote: »

I had the same experience recently with a plasma TV that stopped working before it was even 3 years old. We went inot the store to enquire about the process to use their 5 year guarantee and was told that we had to take the TV inot the shop. When we questioned this as we don;t have the original packaging and it is very heavy, the "customer service" person didn't care. She also wasn;t helpful when I asked how long it would be before we would get the TV back. When on the following day my husband struggled in with the TV the store told him to take it home as they can't do anything with it in the store! They have since sent a complany round to collect the TV who have repaired it and then snoticed another fault before it left their clutches; JL are now saying it is not viable to repair but have only offered us about half the value of the original price.

We paid alot of money for this TV on advice from their salesman that it was one of the best TV's on the market; I'm really not happy with JL and would like to know my consumer rights here...

Welcome to the forum.

Have you actually read any of the useful information on this website?

Maybe start with MSE's Consumer Rights article.

Then perhaps have a look at the thread at the top of this forum entitled...

READ ME FIRST PLEASE . . . Useful links, Resources and FAQs

vyle

*Jane* wrote: »

I purchased a laptop on line December 2009 for my son for xmas. The laptop is 13 months old and has more or less fallen to bits. The last resort is when the hinges snapped off on one side and now it will not shut at all. Rang John Lewis and was told i have to take it to their Manchester store for them to send to be repaired. Said i was not happy about having to travel 30 miles to take it and was told to send it to their Manchester store and they will send it off. Obviously i am going to have to pay for this but how on earth do i send a laptop that wont close through the post. Also if they repair it i have to travel to Manchester to get it back does anyone know if this is standard proceedure.
Sorry about spelling not my finest point

Quite often, the hinges break through misuse and isn't always covered under warranties. Pulling it open from the corner rather than the middle does this.

I can see why it's standard procedure, because if it's something that COULD be down to misuse, why should the shop pay for you to post something?

If you try going the SOGA route, because it's been more than 6 months you'll have to prove that it was faulty at the time of purchase. As for when it arrives, I've had things come back from repair and asked them to deliver it when I received the phone call and they did so.

gecko69 wrote: »

I had the same experience recently with a plasma TV that stopped working before it was even 3 years old. We went into the store to enquire about the process to use their 5 year guarantee and was told that we had to take the TV into the shop. When we questioned this as we don't have the original packaging and it is very heavy, the "customer service" person didn't care. She also wasn't helpful when I asked how long it would be before we would get the TV back. I thouight she was going to cough toward us in the style of Little Britain! When on the following day my husband struggled in with the TV the store told him to take it home as they can't do anything with it!

They have since sent a company to collect the TV who have repaired it and then noticed another fault before it left their premises; after alot of chasing by us and no contact at all from JL in almost 2 months, they have eventually decided that it is not viable to repair but have only offered us about half the value of the original price.

We paid alot of money for this TV on advice from their salesman that it was one of the best TV's on the market and truly believed that it would be good for at least 5 years particularly as JL were willing to give it a 5 yr guarantee; I'm really not happy with JL and feel that they have mis-reprented what the so-called full guarantee is. I would like to know my consumer rights here...

Whoever said to take it in was a numpty. Anything above 26 inches is considered too large to easily bring in. Does your local store have a separate service building, or is technical support handled in store?

Mupette

Actually there is a dell laptop with known issues with the hinges snapping off without unreasonable use...

OH dell engineer informes me of this on many occasion he has had to be called out to the model.

be interested to know from Jane what make and model it is

vyle

I'm not saying that there's never a time when laptop hinges are made badly, but as someone who's seen far too many people manhandle laptops, a lot of breakage occurs through people yanking the corners without any consideration for physics.