Faulty laptop from John Lewis

Savannah02K

Forgot to add, the only way I got any real kind of response from them was to threaten to hit social media big time. Got phone call back within 10 minutes from someone higher up the chain who finally took control of my complaint. You're a student, big university audience out there you could influence.

neilmcl

Savannah02K wrote: »

Best of luck with John lewis complaints system. I've been in complaints hell with them since early November re some flooring I bought from them. They have totally lost the plot re customer service. I'll never buy anything from them again after this and I've been a loyal customer for years.

The OP has nothing to complain about (yet), JL are acting entirely within their legal obligations and certainly no less than any other retailer out there. So before trying to raise a social media storm maybe he should learn a little patience.

mattyprice4004

Ah yes, the good old you must work for them line
I’d say 28 days turnaround is acceptable, a little more to account for the time of year.

Jumblebumble

neilmcl wrote: »

The OP has nothing to complain about (yet), JL are acting entirely within their legal obligations and certainly no less than any other retailer out there. So before trying to raise a social media storm maybe he should learn a little patience.

I will also probably come across as unhelpful but next time you buy computer equipmet I would advise you to buy a Dell with onsite warranty if repair time is so critical.
JumbleBumble

evie190

Sadly accusing someone else of 'passive aggressiveness' while your responses seemed

bathed in aggression with not a hint of passivity!!:mad:

unholyangel

MrsDuck wrote: »

I agree with the others who say that up until 6 months, JL do have the right to attempt a repair initially. They do not have to automatically have to provide you with a replacement or a refund. The sticky point here is what constitutes a reasonable amount of time. According to information I have read, lawyers have disputed this for ages with no satisfactory conclusion and the best answer I can find is what a reasonable person under reasonable circumstances would find reasonable etc. I like you, use my laptop for hours each day so any interruption for an extended amount of time would seem unreasonable to me, whereas my husband who can do most of his daily internet activity on his phone would likely see a month or so as reasonable. It's all a bit subjective. Having said that, I think any reasonable person would agree that JL should issue you with some sort of time frame.
I'd contact them again in a calm manner and explain how critical to is to you and your uni work and please can they pass you to somebody who can give you a timeframe so that you can make alternative plans in the meantime. Be polite but be firm that you want an answer regarding time frame and if they can't answer you they need to put you in contact with someone who can. Good luck.

I think you're getting confused. There is no consideration for what a reasonable person under reasonable circumstances would find reasonable.

I believe your confusion arises from the term requiring goods to be of satisfactory quality - which does take into account what a reasonable person would regard as satisfactory taking into account all relevant circumstances.

(2)The quality of goods is satisfactory if they meet the standard that a reasonable person would consider satisfactory, taking account of—
(a)any description of the goods,
(b)the price or other consideration for the goods (if relevant), and
(c)all the other relevant circumstances (see subsection (5)).

While when determining what constitutes a reasonable time, the act instructs the courts on what is to be taken into consideration:

(5)Any question as to what is a reasonable time or significant inconvenience is to be determined taking account of—
(a)the nature of the goods, and
(b)the purpose for which the goods were acquired.

POPPYOSCAR

Savannah02K wrote: »

Best of luck with John lewis complaints system. I've been in complaints hell with them since early November re some flooring I bought from them. They have totally lost the plot re customer service. I'll never buy anything from them again after this and I've been a loyal customer for years.

I have to agree with you.

Tesco have better customer service than them.

Also the same with Waitrose, never an apology just excuses all the time.

MrsDuck

unholyangel wrote: »

I think you're getting confused. There is no consideration for what a reasonable person under reasonable circumstances would find reasonable.

I believe your confusion arises from the term requiring goods to be of satisfactory quality - which does take into account what a reasonable person would regard as satisfactory taking into account all relevant circumstances.



While when determining what constitutes a reasonable time, the act instructs the courts on what is to be taken into consideration:

Thank you for clearing that up for me. I think I have gotten confused in the way you describe. It's always good to be put right by someone who is polite and pleasant when responding and who also backs up what he/she says. It makes a refreshing change

questionsquestions_2

MrsDuck wrote: »

I agree with the others who say that up until 6 months, JL do have the right to attempt a repair initially. They do not have to automatically have to provide you with a replacement or a refund. The sticky point here is what constitutes a reasonable amount of time. According to information I have read, lawyers have disputed this for ages with no satisfactory conclusion and the best answer I can find is what a reasonable person under reasonable circumstances would find reasonable etc. I like you, use my laptop for hours each day so any interruption for an extended amount of time would seem unreasonable to me, whereas my husband who can do most of his daily internet activity on his phone would likely see a month or so as reasonable. It's all a bit subjective. Having said that, I think any reasonable person would agree that JL should issue you with some sort of time frame.
I'd contact them again in a calm manner and explain how critical to is to you and your uni work and please can they pass you to somebody who can give you a timeframe so that you can make alternative plans in the meantime. Be polite but be firm that you want an answer regarding time frame and if they can't answer you they need to put you in contact with someone who can. Good luck.

Thank you for that, that was what I had concluded regarding what was reasonable, shame it is not clearer, does rather leave me hanging.

They have agreed to contact me with a timescale tomorrow. Fingers crossed we get somewhere soon. So frustrating to have to chase and chase them.

questionsquestions_2

Savannah02K wrote: »

Best of luck with John lewis complaints system. I've been in complaints hell with them since early November re some flooring I bought from them. They have totally lost the plot re customer service. I'll never buy anything from them again after this and I've been a loyal customer for years.

Yeah, same. Really disappointed. After I sent it in to them as they had asked, and after asking them to contact me by email only, they phoned to say that it wasn't their responsibility and would send it back to me as it was up to me to take it up with the manufacturer.