John Lewis problem laptop, no refunds?

POPPYOSCAR

DCFC79 wrote: »

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

hmmm....


We did that.


Told them the laptop when plugged in had tripped our electric and smelt funny.


So what did he do?


Plugged it in and got an electric shock!


We did not experience good customer services from JL and ended up having to write to HO quoting the Consumer Act in order to get it repaired.

andyca

Dell have been very responsive but their responses have been:

• We will arrange a replacement for you on Monday
• Your replacement is still being approved
• Your replacement has been rejected, I am just finding out why
• I am still working to find the reason for rejection
• I will contact you next week with an update

My best guess is Dell know they will not resolve the issues with a replacement and are stalling for time.
Looks like it will be a trip to JL on Tuesday.

neilmcl

You need to exercise your statutory rights, not faff about with Dell trying to get it sorted under warranty.

Explain (calmly) to JL that under the Consumer Rights Act 2015 having failed to repair the laptop, you are now entitled to a full refund. The CRA allows for one attempt only to repair an item, after that a refund is required.