Faulty laptop from John Lewis - what can I do?

kamalious

Hello all, hope you're all well in these crazy times.

I bought a laptop - Samsung Galaxy Book S Intel - from John Lewis in August 2020. It was quite a premium model but unfortunately I had to return it after a couple of weeks as the battery life was poor and there were a few other defects with the speakers etc. I replaced it for another one and this second model is now in around month four of usage.

Unfortunately, the issues with battery life etc still persist. Without going too in-depth on those issues, the biggest problem is that the battery on the JL site is advertised at being around 17 hours with standard usage. However, with most of the laptop's features turned off and it operating on the lowest brightness, the most I've got from general web browsing, a few Word docs etc, was just under six hours. It's not functioning as it should and after a few months of optimising all the settings and everything as best as I can to try and get it to work, it's not been successful. It also negates the fact it's meant to be a premium and ultraportable laptop if I've had to turn most of the features off.

I have called John Lewis and explained everything. I've said I don't want a refund, ideally I'd like to exchange for another brand of laptop, and I'll happily pay more if I have to. They've said for now they have to try and repair it, so currently it's at Samsung's repair centre. My concern is that even if the issues still persist after the repair, what can I do? I'm already on the second device so I have low confidence anything will change.

Will I need to launch a credit card dispute to get this sorted or has anyone else been in a similar position before, and have JL been helpful enough?

Thanks in advance 

jon81uk

Sounds closer to mis-selling than faulty. Do other sites selling the laptop have the same 17 hour battery life claim?

mattyprice4004

I've just had a look at some reviews, an T3 reckon they got 6 hours with the brightness on full and with music playing.
I'd say it does indeed sound faulty from what you've said, but 17 hours is a heck of a stretch for any laptop!

neilmcl

I don't think I've ever had a laptop that could last 17 hours on battery but if that's what they're advertising then yes I suggest you get back on to them as it clearly isn't as described.

kamalious

Yeah, I figured 17 hours would be a stretch but I'd have hoped for around 10 with that in mind. But low brightness, low volume etc, to only get 6 hours is a joke!

Just checked and Currys lead with 17 hours for battery too. I'd love to know what tests these people are running...

MattMattMattUK

kamalious said:

Just checked and Currys lead with 17 hours for battery too. I'd love to know what tests these people are running...

Usually, Word, with nothing else open, minimum brightness, keyboard lighting off, Bluetooth off, with nothing else going on and even then testing can not usually replicate their "up to" hours.

kamalious

Still, to get so low below what they’ve stated, something like 40% of the advertised capacity, with such minimal usage, doesn’t seem right. 

As it’s been less than six months and I’ve already had a device replacement, does anything think I have a leg to stand on? I’m worried I’m now going to get caught in an endless cycle of repairs between Samsung and JL. 

Wondering whether it’s the best option to file a credit card dispute. 

neilmcl

kamalious said:

Still, to get so low below what they’ve stated, something like 40% of the advertised capacity, with such minimal usage, doesn’t seem right. 

As it’s been less than six months and I’ve already had a device replacement, does anything think I have a leg to stand on? I’m worried I’m now going to get caught in an endless cycle of repairs between Samsung and JL. 

Wondering whether it’s the best option to file a credit card dispute. 

By the letter of the law you are entitled to exercise your final right of rejection.

CRA Section 24:

"(5) A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—

(a)after one repair or one replacement, the goods do not conform to the contract".

Explain the above to JL tomorrow and if you don't get any joy file a S75 claim with your CC company.

It's a shame because I've heard good things regarding the Galaxy Book S and it's supposedly great battery life.

kamalious

Hi all,

Just bumping this up as I've had some developments and I'm probably more lost now than I was before.

• After my initial post, JL told me to call Samsung as they need to repair it.
• Samsung then booked a repair in and the device was gone for around two weeks.
• It then came back with more faults. Previously it was poor battery life, crackling speakers and a temperamental keyboard light. Upon return, the battery life still seemed poor but better, but the speakers were still crackling, and the keyboard light was still flimsy. However, now one of the USB-C ports were not working (a bit of an issue as the device only has two ports) and the headphone jack was also not working (an issue as this was the only way I could workaround the speakers crackling).
• I called JL who said that Samsung need to rectify it.
• Samsung booked it in for another repair. The repair centre found nothing wrong with it and tried to charge me delivery! Samsung voided this charge as it's still in a year.
• I spent days calling Samsung on the issue. Two separate advisors made me try BIOS resets, driver re-installs, etc. Nothing worked. They escalated the case to the Customer Solutions team.
• Meanwhile I called John Lewis and argued that they can't keep palming me off to Samsung, as my contract is with them, the retailer. They have said they can't do a Consumer Rights Act claim without a letter from Samsung saying the device is faulty.
• The Samsung CS team have been unhelpful as of yet. I provided them with video proof of the new issues as they are easier to show, and they were meant to send this to the service centre. After a week the videos still hadn't gone to the service centre, so the CS team have advised that I was better off sending it directly to the service centre myself.
• I did this at the start of this week, and then heard nothing back from the service centre as the engineers had to investigate.
• Then this morning, without any notice or any correspondence, I receive a text from DPD (the couriers) saying that they'll be collecting my device. This would be for the third repair. I've started numerous times to Samsung that three attempts at repair, especially when they sent the device back to me in worse condition, is unacceptable. They keep saying the 'repair based warranty' means they need to fix it, and that's all the can do.
• I've called John Lewis, and their response is the same as last time. No letter from Samsung, no resolution. Even though I bought the device from them, they won't do anything.
• Also been on the phone to Samsung to cancel the repair - you can't book in a repair with less than an hour's notice because I need to back the device up and I'm not at home. I've argued a third repair is not acceptable and they've said the repair based warranty is all they can offer.

As you can see (sorry for the lengthy post) I'm being shifted between John Lewis, Samsung, and Samsung's service centre. No one is providing a resolution and I'm left with an £850 device that barely works.

Does anyone have any advice? Not sure on what to do here.

pbartlett

Sounds like you paid by credit card. So time to stop wimping around (no offence!) ....

You need to get tough with JL. Tell them you want to raise a complaint, and you want the laptop returned to them for a full refund. It is not your job to interact with Samsung. At the same time, raise a chargeback claim with your CC company (faster than a S75) but if the card company refuse (they may do) then tell them you want to raise  S75.

kamalious

pbartlett said:

Sounds like you paid by credit card. So time to stop wimping around (no offence!) ....

You need to get tough with JL. Tell them you want to raise a complaint, and you want the laptop returned to them for a full refund. It is not your job to interact with Samsung. At the same time, raise a chargeback claim with your CC company (faster than a S75) but if the card company refuse (they may do) then tell them you want to raise  S75.

Lol you're right, I've been stern on the phone and via email but it's not working. I've even advised them that I've spoken to a solicitor (I actually have) and even that is accomplishing nothing.

I've filed a S75 claim with my credit card, they're reviewing but they've advised as it's been longer than 120 days, they might not be able to do anything?