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Original poster

John Lewis awful Customer service

13 replies

stecoward101 · 16/12/2017 12:17

Just thought I would let people know of the terrible customer service expereince that I have received from John Lewis re a problem that I have had with a laptop.

I will summarise rather than write an essay

I bought a £600 Asus Laptop from JL 32 days ago.
The Laptop keyboard stopped working and phoned JL and Asus helpdesk to see if it was user error.
I was told that it was actually broke and it would take unto 3 weeks to fix
I said I had only had it 6 weeks and it should not just randomly break and therefore I will have a credit and spend the extra money at JL on a MacBook as i have 2 and I know they work.
Customer service immediately broke into a under consumer law they had to only offer a refund/credit before 30 days blahblahblah. I explained that my son (who I bought it for was on a teacher training course for the last week so had not used it so it must be less than 30 days). they basically said tough, you did not report it before 30 days so we can do what we like.

I have never had that reaction from John Lewis before (i did get a bit moody because of his attitude (which i shouldn't do as just got out of hospital after brain surgery)) however why spend the extra money on John Lewis items if you are going to get the same customer service as you would get from a market trader.

That was probably an essay (or rant) so sorry but i thought I would warn people about JL electrical replacement policy.

OP posts:
PersianCatLady · 16/12/2017 12:25

John Lewis are usually so good with customer service so this is a shame.

Smeaton · 16/12/2017 12:26

This reply has been deleted

Message withdrawn at poster's request.

CoffeenoTea · 16/12/2017 12:48

Market traders give great customer service, I can just imagine your attitude on the phone. No wonder they didn't help.

Original poster
stecoward101 · 16/12/2017 17:14

sorry, I meant I had not had it for 6 weeks as delivery took a week.

OP posts:
ivykaty44 · 16/12/2017 17:18

JL customer service is nonexistent- have a search on mumsnet there are a few really terrible incidents.

One in particular was going to leave a lady without a bed due to trying to pass if a broken second hand bed as her order

Put me right of using them and I rarely shop there now

Original poster
stecoward101 · 16/12/2017 17:18

i was not having a dig at market traders I was pointing out that John Lewis customer services were terrible. I am not sure how you can judge my attitude. I am a nice guy, It was my first post and I am getting insulted.

Well happy christmas. I think i maybe done with trying to point out issues.

OP posts:
HidingBehindTheWallpaper · 16/12/2017 17:18

How are you spending ‘extra money’ on stuff from John Lewis, they price match? They are no more expensive than any other store and if they are then tell them and they’ll price match.

I explained that my son (who I bought it for was on a teacher training course for the last week so had not used it so it must be less than 30 days). they basically said tough, you did not report it before 30 days so we can do what we like.

So was it 30 days or not?

ShovingLeopard · 16/12/2017 17:20

JL used to go seriously above and beyond with their customer service, but it has really deteriorated in recent years. It has really put me off shopping there, and I used to buy loads there. I think they've forgotten what their niche is, and it is likely to cost them dear.

Original poster
stecoward101 · 16/12/2017 17:21

sorry for putting the message replies in the wrong place but have a game of message to the insult.

OP posts:
HidingBehindTheWallpaper · 16/12/2017 17:21

Where are you being insulted?

To stand in JLs defence, DH frequently buys laptops from them for work because they are cheaper then even trade suppliers. He had one that had an intermittent problem that was hard to replicate. They bent over backwards to help him and took it in for repair etc. On the third time of bringing it back with the same problem they exchanged it without question.

Original poster
stecoward101 · 16/12/2017 17:25

it was 32 days from time of delivery and it must have been broke before that.

John Lewis only price match on physical stores and only a couple of online competitors. I could have bought the laptop for £100 cheaper but JL had the extra year guarantee. hmmm money well spent.

OP posts:
Original poster
stecoward101 · 16/12/2017 17:35

Right, this is the last time I am explaining. I thought JL would say "jeez, it has been only been 32 days that is not acceptable. of course you can spend extra money with us to make sure you do not have this issue again'.

I am obviously wrong and people have decided that I am a bad person for thinking this.

Ah well, at least you are not shouting it in my face.

thank you for all your comments.

OP posts:
HidingBehindTheWallpaper · 16/12/2017 17:49

You only explained it once.
If this is your attitude no wonder they didn’t want to help.

They say it’s 30 days then it’s 30 days. Its not their fault that your son didn’t use it.

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