John Lewis problem laptop, no refunds?

andyca

Bought a Laptop 7 weeks ago from John Lewis (Online for collection in store) with a credit card (£1400) Things were wrong straight away so I contacted Dell (after two weeks of ownership) to try and resolve a lengthening list of issues but I was told by John Lewis that I am not allowed to take the laptop back; because it’s broken I have to keep it and either send it to JL or Dell for repair (3 Week turnaround).

I fought my corner as best I could and apparently Dell might arrange a replacement, but I have found many others with similar issues with the laptop in question, so I’m reluctant to take a replacement and would much rather have my money back so I can select a different machine with hopefully fewer problems.

Do I have the right to demand a refund?

List of issues:

• Wi-Fi Drops out and goes slow randomly
• Wi-Fi drops out when plugging things in to right hand USB port
• The trackpad intermittently jumps when clicking
• Video stutters when playing video full screen
• Audio crackles intermittently
• Screen randomly goes black (have to close lid and reopen to restore screen)

Dell have been out twice and replaced three internal components and asked me to replace the Wi-Fi card for one that they weren't allowed to send me. I have spent ~20 hours troubleshooting and on the phone with JL/Dell over the last 5 weeks.

cono1717

I'm not quite sure you went straight to Dell instead of JL. Had you of contacted JL you could have rejected it within the first 30 days.

In regards to your question of demanding a refund, no you can't. You can ask but in the first 6 months JL need to repair, return or replace but its at their discretion.

andyca

cono1717 wrote: »

I'm not quite sure you went straight to Dell instead of JL. Had you of contacted JL you could have rejected it within the first 30 days.

The first two weeks I was thinking, 'that's strange' when these odd things were happening and updating drivers as I assumed it was just a software glitch. When I couldn't get over the issues I was already on the Dell website so asking for help from Dell was easier and I thought they would have more experience than the JL helpline, also I did appreciate the great service that JL usually offer and didn't want to bother them for something that might have been trivial. Finally it never even entered my mind within the first 30 days that I would want to send the machine back.

After the second unsuccessful visit from the Dell engineer it was already past my 30 day Consumer Rights Act(CRA) refund window.

As I contacted Dell with these issues within 2 weeks of purchase I was hoping the CRA would still apply, but I don't know.

agrinnall

Yes, but you contacted Dell rather than JL. You have no CRA rights with Dell, only with JL, if they didn't know there was an issue inside the 30 days then it's not unreasonable that they won't feel bound by that section of the Act.

andyca

agrinnall wrote: »

Yes, but you contacted Dell rather than JL. You have no CRA rights with Dell, only with JL, if they didn't know there was an issue inside the 30 days then it's not unreasonable that they won't feel bound by that section of the Act.

Having dealt with JL in the past (for my Samsung TV) I knew that in the first year all they do is refer you to the manufacturer for warranty issues. I was hoping to cut out the middle man and save everyone some time but it sounds like I shot myself in the foot by trying the be a helpful consumer.

It was approximately day 40 when I called JL about it, I had hoped they would take my efforts into consideration, they called Dell and confirmed the timelines of the issue but apparently there was no leeway in this case. Even if I had called JL before 30 days I'm not even sure I would have been covered as I would have probably accepted troubleshooting and replacement parts which would not have been completed until after the 30 day period.

I was also under the impression that JL had a '90 day bring it back if you are not happy guarantee' but I have since found out that only applies to unopened items. How do I know if I am happy with laptop without using it? I understand they can't just have people bringing back stuff after 90 days free use and no good reason, but I thought a genuine reason like mine would be covered without question, I was wrong.

I'm really not looking forward to having to set up another one with all the software I need.

neilmcl

Does the laptop still have faults. If so, and it's already had a failed repair then you'll be entitled to a refund but you need to contact JL as your contract is with them, not Dell.

andyca

neilmcl wrote: »

Does the laptop still have faults. If so, and it's already had a failed repair then you'll be entitled to a refund but you need to contact JL as your contract is with them, not Dell.

Yes - all faults listed are still present dell attempted an on site repair twice. I asked for a different make of network card as a replacement, Dell refused but said I was welcome to purchase one myself and fit it, it was cheap so I did but the problem was not resolved.

I have contacted JL several times and got the same message that I was not entitled to a refund and I had to have it sent away for a third repair.

If Dell don't contact me tomorrow about this replacement I'm going to phone JL again and push for the refund.

susancs

andyca wrote: »

Bought a Laptop 7 weeks ago from John Lewis (Online for collection in store) with a credit card (£1400) Things were wrong straight away so I contacted Dell (after two weeks of ownership) to try and resolve a lengthening list of issues but I was told by John Lewis that I am not allowed to take the laptop back; because it’s broken I have to keep it and either send it to JL or Dell for repair (3 Week turnaround).

I fought my corner as best I could and apparently Dell might arrange a replacement, but I have found many others with similar issues with the laptop in question, so I’m reluctant to take a replacement and would much rather have my money back so I can select a different machine with hopefully fewer problems.

Do I have the right to demand a refund?

List of issues:

• Wi-Fi Drops out and goes slow randomly
• Wi-Fi drops out when plugging things in to right hand USB port
• The trackpad intermittently jumps when clicking
• Video stutters when playing video full screen
• Audio crackles intermittently
• Screen randomly goes black (have to close lid and reopen to restore screen)

Dell have been out twice and replaced three internal components and asked me to replace the Wi-Fi card for one that they weren't allowed to send me. I have spent ~20 hours troubleshooting and on the phone with JL/Dell over the last 5 weeks.

The way you have been treated is not acceptable IMO. I like to give customer services a chance, but usually find if they are not helpful, it often gets a quick response to email the CEO and copy in the MD directly. Although it will not be dealt with by them, it is usually passed to a senior person to deal with. Google Sir Charlie Mayfield ceo email and it should be the top search and Andy Street MD email again the top search should be the one you want, The format is first [EMAIL="name_surname@johnlewis.co.uk"]name_surname@johnlewis.co.uk[/EMAIL].

Dear Sir Mayfield,
It is with regret that I have to contact you directly with a complaint.

I purchased Dell laptop model ? on ? date online on the John Lewis website for instore delivery at a cost of £1400.

The issues with the laptop started shortly after set up and consisted of:

Wi-Fi Drops out and goes slow randomly
Wi-Fi drops out when plugging things in to right hand USB port
The trackpad intermittently jumps when clicking
Video stutters when playing video full screen
Audio crackles intermittently
Screen randomly goes black (have to close lid and reopen to restore screen

I have contacted Dell and John Lewis Customer services regarding the issues, over several weeks and have had two repairs, with parts replaced, replaced a part myself at the request of Dell Service Dept but still have the same fault with the laptop. Despite this your customer service team are just continuing to offer me further repairs.

As you can appreciate my recent experience is not in line with the excellent customer service I have come to expect from John Lewis. The laptop was faulty from the start and after spending time on phonecalls and having experienced failed attempts at a repair, I am now at the stage that I would like a full refund or credit to the value of the laptop with John Lewis, to purchase another laptop that hopefully will work as expected.

I look forward to hearing from you.

Fluffybunny80

John Lewis give two years guarantee on all of the electrical items they sell and have very good customer service.
I would telephone the store or maybe pop in and ask to speak to the manager.
I have found John Lewis to be extremely helpful when you aren't happy with something and I would give the store a chance.
If it was brought online still try your local store.
Failing that try posting on their fb page and they will help you.
I'd definitely try that first than bother wiki

Fluffybunny80

With the manufacturer.

DCFC79

Go down to the store and speak to the technical support.