John Lewis...appalling

Jakg

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". Up to now, from 12pm today im still waiting on a call back, i think its unacceptable.

The store is there to deal with customers who are actually there - the call centre is designed to handle the large volume of calls they will be getting, it'll have teams of people for each different department / problem, and lots of staff ready to pick up the next call.

The branch, well, won't. It's not designed for that requirement - which is why they might take a while to get back to you. It's why the call centres are set up in the first place.

cattie

If you do an internet search for your laptop, or go to the manufacturer's website, you will find step by step instructions showing how to put the keys back or replace keys on a laptop. I've found mine have often popped off when I'm dusting it with a bit too much enthusiasm.

If you need a complete new key for any reason then these tend to be available from Ebay for around 99p each.

zaksmum

I agree with the OP regarding JL.

I considered it a store to trust when contemplating a purchase, but no more.

The control knobs on my new cooker snapped off after just over a year into a 2 year warranty and you wouldn't believe the hassle I had.

They said I would have to phone the manufacturer and sort it myself and totally refused to pay for the replacement control knobs.

Only after an argument they agreed to pay, but I had to ring the manufacturer, order and pay for the knobs (£45) and then submit the invoice to JL for a refund which took weeks.

Not what I would have expected from JL at all.

rosiepup2000

I agree with the OP; JL customer service is appalling. Try posting your problem on the JL facebook page; someone will respond and give you an email address to contact and this then seems to magically open the door to an inner sanctum of customer service which actually works.

Fosterdog

I'm sorry but I don't think there is anything to complain about and I agree with JL on this.

Laptop keys DO NOT just pop off, I've been repairing them for long enough to know what I'm talking about. If there was a problem with the little plastic hinge it would be apparent from the very first use and would pop off within a few uses or at least be sitting at an angle which would be obvious straight away.

If it comes out of the box working properly and with the key seated correctly then it is always something to do with the user that causes it to come off, especially if it can't go back on as it means the hinge has been snapped, things don't just physically snap of their own accord.

In this case unless it was within days of purchase, it is down to misuse/accidental damage, why should JL pay for damage caused by OP?

Smithers37

Sorry I'm late to this thread, but I used to repair laptops and keys NEVER 'pop off'. It takes quite a bit of force to break a key off; it's not something that would have happened on it's own accord. If there was any possibility that it was defective in the first place, you would have clearly seen the key was loose when you opened it for the first time.

I suggest the OP get an independent SOGA inspection on the laptop if they are so convinced it's a defect.

eamon

You are supposed to be a middle class customer and hence too polite and restrained to complain. Or in other words unexpected communication error between floor and JL operative. You don't compute!

londonTiger

keys almost always pop of after they ve been abused.

maninthestreet

With me, I find it's the SPACE bar that goes first, but that might be due to sort of websites I visit.....

DarkHorse

I have to agree with OP. The customer service at JL has gone downhill, and is well below that of some of their competitors.

I had a hell of a time when I ordered a fridge freezer from their website that was listed as being in stock, only to be told 2 weeks later that it would take another 2 months for delivery as it was out of stock.

Only when I complained on their Facebook page did I get any action (in the form of a refund and apology).

Personally, I would shop elsewhere.