How good are John Lewis at dealing with laptops?

Jmoo

I am gutted to say my Macbook Pro has become damaged and I feel I'm going to have a hard time trying to prove it wasn't accidental - the screen has turned off, has lines on it, but you can't feel any cracks. I'm at a loss at how this was possible.

Nonetheless, I'm now in a position where I am hoping John Lewis can help one way or another. The guy on the phone said not to take it to Apple as it's under three year warranty with them. I just wondered how stressful you've found their customer services?

agrinnall

Not stressful as such, they send the laptop off to their service contractors to be examined, so it can take a few weeks to get an answer. I think you should be prepared for them to say it's not covered under the warranty. It's probably worth trying them first, but if they say they'll have to charge you to fix it then you could take it to Apple to see if they say the same (and compare prices).

18cc

Agree with above only to add and needless to say before you hand it in for repair make sure you a. delete any sensitive data and b. copy off any data you are likely to need in the next few weeks

JJ_Egan

Jmoo wrote: »

I just wondered how stressful you've found their customer services?

Never found them stressful but i don't get stressed over minor issues in life .
However you will says its not damaged they will more than likely say it is damaged .

Jmoo

Thanks all, they said the laptop looked in excellent condition, and also seemed at a loss what would cause the issue. They said, however, Apple decides and are less open-minded so I should look to see if my family has home insurance. Ugh.

MangyDog

I would say John Lewis (as much as i like the company in general) are about as usefull at tech repair as PCworld... Maybe less.

Depending on what year your laptop is... It might be be easier and cheaper to replace the screen yourself?

Have you checked out the ifixit site? They have whole guides of how to fix laptops and such and now even have there own web shop for buying parts. (though you might be able to find cheaper parts in other places)

DCFC79

Not had a problem with John Lewis Tech support, went twice and all was sorted really quick.

20aday

If Apple are less than helpful I!!!8217;d quote the relevant consumer act(s) which state the laptop isn!!!8217;t fit for purpose.

A few years ago I had a mid-2011 iMac 21.5!!!8221; that was just shy of three years old when the LCD developed a fault.

Got a report from KRCS and Apple quoted something like £500 until I argued that I!!!8217;d looked after it and for £999 it should have lasted longer.

Next thing I knew Apple agreed to replace it free of charge.

jshm2

Apple can be a pain to deal with. But JL tend to give you a warranty on everything you buy anyway, so you could potentially ask for a replacement if they cannot repair.

macman

LCD failure is very different to a cracked screen: the latter suggests impact damage, though it can also be spontaneous. How old is the machine? You will have a 12m Apple warranty in addition to whatever JL offer-which I thought was 24m?

Jmoo

Difficult to pinpoint what it is - the screen doesn't work and there are cracks but not on the glass. But no damage to the case nor can I explain how this could happen laid flat on a table.

It's about 15 months old.

I'm more frustrated they've admitted it could be over a month before I hear something.