John Lewis Laptop Repair

  flycatcher1 18:33 27 Dec 2006

A family member's laptop has been with John Lewis for an in-guarantee repair. So far they have had it for a month.
How long should be allowed for a repair and what is the legal position ?

  Diodorus Siculus 18:36 27 Dec 2006

There is no legally defined time scale which is a source of many problems.

The legal position is that they must repair / repair in a reasonable time but no one states what that time is.

  Kate B 19:03 27 Dec 2006

I'd gently chase them, but John Lewis is usually very good.

  flycatcher1 19:09 27 Dec 2006

Thanks for the prompt replies.
I do not think that a month is a reasonable time.
JL have been prompted but - difficulty with parts !

  spuds 19:36 27 Dec 2006

In the case of a repair, a reasonable time could be classed as one month, but it appears as though there is a difficulty or shortage of parts. On that basis, I would suggest that you contact John Lewis, for further advice. John Lewis would possibly use a third party for repair work, and their methods could be different to John Lewis methods in these circumstances.

How old is the laptop, and was this purchased by credit card.

  jack 20:26 27 Dec 2006

JL are almost certainly in the hands of a repairer so though your contract is with them they are stuffed to put it bluntly if the outside firm is having problems of their own.

  flycatcher1 22:29 27 Dec 2006

I will pass on all the advice, thank you.
The laptop was just in the 2 year JL Guarantee Period and was paid for by Credit Card.

  spuds 22:38 27 Dec 2006

John Lewis are fairly good regarding resolving these matters, but should there appear to be 'extended' problems, then the credit card company will have 'equal liability' in also resolving the matter under the terms of section 75 of the Consumer Credit Act.

  Forum Editor 00:18 28 Dec 2006

John Lewis won't be doing the work themselves, as the others have confirmed - your machine will have gone to a third-party repair company, and JL are in their hands to a large degree.

It's certainly worth asking them to update you again if you haven't received the computer back in a couple of weeks time.

  anchor 10:51 28 Dec 2006

I recall about 4 years ago, when my Toshiba notebook went wrong, JL loaned me one whilst it was away for repair.

Obviously, this was unusual, but they cannot expect you to wait indefinitely. As FE says, give it a couple of weeks more, and if still no return, contact the store manager and insist on a replacement.

  shellship 12:03 28 Dec 2006

Not quite the same thing except in principle. The sensor on my Pentax Optio 550 packed in (well out of guarantee) but because it was going to take at least three months for the part to be obtained in Germany they offered me a new A20 for their minimum repair cost of £100. Needless to say I accepted!

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