John Lewis...appalling

ebaybaby

What on earth has happened to JL?
In the last year I have had numerous problems with them, the customer care has well and truley gone down the pan. They have refused to fix a laptop for me as they have said the problem was not covered under warranty (the ENTER key popped off).
Ive been calling a store since 12pm today, passed from pillar to post, call centre have sent several emails and all they tell me is that no-one store end is answering.
:mad::mad::mad::mad::mad:

PennyForThem_2

so --- why couldn't you pop the key back on?

custardy

The key 'popped' off?
on its own with no 'help'?

ebaybaby

The key literally came off......Ive no need to lie! according to JL It cant be put back on, it needs a whole new keyboard!

custardy

very easy to replace the majority of laptop keyobards

Fosterdog

It's the run up to Christmas, nobody has time to answer the phone or call you back from the store as that would mean ignoring another customer stood in the shop. That is the whole point of having a central customer service centre.

Laptop keys do not just pop off, they are on a double hinge system and if they do get pulled off accidentally they can be popped back on very easily unless the hinges have been damaged beyond being able to be re-seated, again this doesn't just happen on it's own

daveyjp

Keys do pop off, my work laptop has had a dodgy G key for ages and it won't clip back on properly. I'm not the only one with such a problem, our IT dept change keyboards on a regular basis due to similar problems.

007stuart

I can vouch for the excellent customer service offered by JL.


Phoned their customer service centre Wednesday afternoon to seek their help with a problem with my SONOS Playbar. They offered to replace immediately and was ready to send a replacement out until I asked if I could have it replaced at their store. That was no problem so I popped in the next day and walked out with a replacement 20 minutes later.

POPPYOSCAR

You are not the only one to have had problems with them.

After refusals by the store to repair a faulty laptop it took a letter to HO pointing out my consumer rights for them to fix it.

All depends who you get I suppose.

ebaybaby

Fosterdog wrote: »

It's the run up to Christmas, nobody has time to answer the phone or call you back from the store as that would mean ignoring another customer stood in the shop. That is the whole point of having a central customer service centre.

Laptop keys do not just pop off, they are on a double hinge system and if they do get pulled off accidentally they can be popped back on very easily unless the hinges have been damaged beyond being able to be re-seated, again this doesn't just happen on it's own

I just dont understand why i cant speak to someone in store though, when i queried this with JL call centre i was told that "staff are too busy selling". Up to now, from 12pm today im still waiting on a call back, i think its unacceptable.

Im sorry to burst your bubble but the key did just come off, no pulling, forcing etc.....

mije1983

ebaybaby wrote: »

I just dont understand why i cant speak to someone in store though, when i queried this with JL call centre i was told that "staff are too busy selling".

You answered your own question in the same sentence. Whether right or wrong, a customer in store in front of a member of staff is considered more important than a ringing phone. I'm sure most people would be peeved if they were in shop and a member of staff went to answer a phone rather than serve them.