Not too happy with John Lewis

jonbeeza

jonbeeza

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Went into John Lewis this morning, this was with the intention of buying the Canon S120 and this hard drive I was talking about on another thread >> https://www.talkphotography.co.uk/threads/is-this-external-hard-drive-a-good-one.599084/

I wanted to have a quick try of the camera before I bought it, it powered up but would not display image, as there was no card inside. I asked the sales assistant if I could put my card in, she replied they are not allowed to. She cited data protection, so they are not allowed to. I asked did they have a spare card she could try in the camera, she replied they did not have one. So I decided not to buy the camera without first trying it!

I bought the hard drive only, when I looked at the receipt it said one year guarantee, but on the website it says two year guarantee included. She said she has no idea, the till says one year. I did show her a screen grab, where it says two year guarantee included, she just shrugged her shoulders!
 
thats unusual for JL , their customer service is their USP... I'd have asked to speak to her supervisor (or email the CEO ala lynton)

how putting your card in affects the DPA is anyones guess - though some shops might worry about malicious firmware - but then they should have a demo card for you to try
 
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i kind of understand where they were coming from (although not for the reasons they state), if every tom dick and harry tried out the camera, in the case of an SLR for example it could have 1000 shutter actuations before someone bought it.

not sure why anyone would want to see their images on the camera display either, they're never the best things for accurately reviewing shots?
 
big soft moose said:
thats unusual for JL , their customer service is their USP... I'd have asked to speak to her supervisor (or email the CEO ala lynton)

how putting your card in affects the DPA is anyones guess - though some shops might worry about malicious firmware - but then they should have a demo card for you to try
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Normally the service is really good, but hey ho there you go !
neil_g said:
i kind of understand where they were coming from (although not for the reasons they state), if every tom dick and harry tried out the camera, in the case of an SLR for example it could have 1000 shutter actuations before someone bought it.

not sure why anyone would want to see their images on the camera display either, they're never the best things for accurately reviewing shots?
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But the camera did fire anyway, just could not see the image. Even without a card the shutter count will increase, wont it? Oh and I would not be taking a photo of anyone, just camera display etc.
 
Its a display item, shutter count is irrelevant, its purpose is for testing not selling. Data protection, Im assuming its for the customer, in case they leave a card with images in the camera or similar behind and someone else finds it.
 
twist said:
Its a display item, shutter count is irrelevant, its purpose is for testing not selling. Data protection, Im assuming its for the customer, in case they leave a card with images in the camera or similar behind and someone else finds it.
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so format the card when you're done - but images with no identifying info like that arent covered by DPA anyway
 
big soft moose said:
so format the card when you're done - but images with no identifying info like that arent covered by DPA anyway
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I know what you mean, but not everyone has common sense. Cameras can store GPS and face recognition with names now.
 
Just got the feeling she could not be arsed really, data protection! My card, just going to test it at the stand that's all. But never mind, upshot is, I never bought the camera.

Just now trying to figure out why hard drive is only one year guarantee, while website states two years. I did buy the hard drive though.
 
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jonbeeza said:
Just got the feeling she could not be arsed really, data protection! My card, just going to test it at the stand that's all. But never mind, upshot is, I never bought the camera.

Just not trying to figure out why hard drive is only one year guarantee, while website states two years. I did buy the hard drive though.
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Id go with that.
 
its probably a longer guarantee if you buy it from the website (because it hasn't been sat in a shop in sub par conditions) that would be worth a moan to customer service though - they might extend it as a gesture of goodwill (especially if you mention the crappy service on the camera as well)
 
Just remembered the first part, she initially said the security wire is on, and it's difficult to remove, and the alarm will go off if she tries to remove it. So I would still go with, Could not be arsed. Strange really, as staff are always lovely in John Lewis. But at the end of the day, they are only human :)
 
big soft moose said:
its probably a longer guarantee if you buy it from the website (because it hasn't been sat in a shop in sub par conditions) that would be worth a moan to customer service though - they might extend it as a gesture of goodwill (especially if you mention the crappy service on the camera as well)
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Just sent off an email asking about guarantee, lets see what happens :)
 
I'd still email JL management, they can't fix a problem if they don't know about it. Be civil but let them know you were not impressed, it will help them improve and you never know you might get something by way of apology.
 
I have had very good service from John Lewis,years ago my MacBook drive went and it was about an week out of g/tee,but they said they would tried and get it fixed under g/tee,which they did and I got an larger hard drive :)
 
I've always taken my own SD / CF card. To the shop when buying a new camera or lens. Most decent or pro-camera shops are more than happy to oblige. That way I can check the image on a computer screen and really explore the quality or flaws. It also negates this sort of nonsense.
 
Blank_Canvas said:
I've always taken my own SD / CF card. To the shop when buying a new camera or lens. Most decent or pro-camera shops are more than happy to oblige. That way I can check the image on a computer screen and really explore the quality or flaws. It also negates this sort of nonsense.
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I did ask to put my own card in, then I was told the camera had security wire on, and alarm would go off. I persisted and I was then told something about data protection. I persisted still, to be told my card might have a virus. I said to put one of theirs in, she said she could not find the demo one, after looking in a cupboard.

To be fair to them, I suppose it must be annoying having people asking to try the cameras out, all the time. They must get that often, but you sorta get the felling when you are being fobbed off. I knew very well that's what she was doing. Never mind, I have saved myself £186 :rolleyes:

I mean data protection, what a load of poop lol
 
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Did you actually make a complaint whilst in the store though? Ask for a supervisor or manager?
I can never quite understand leaving first and complaining later.
 
viv1969 said:
Did you actually make a complaint whilst in the store though? Ask for a supervisor or manager?
I can never quite understand leaving first and complaining later.
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That's what folk do, maybe a fear of creating a scene :thinking: . As we all know, we always complain later by way of emailing etc.
 
jonbeeza said:
That's what folk do, maybe a fear of creating a scene :thinking: . As we all know, we always complain later by way of emailing etc.
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If I get home before realising there's a problem then yes, I'll do that. But problems in store I start the complaint process in store, especially if it's a service issue.

To be honest I'd tend to take less seriously a complaint from someone who'd seemingly walked away without a problem.
 
viv1969 said:
If I get home before realising there's a problem then yes, I'll do that. But problems in store I start the complaint process in store, especially if it's a service issue.

To be honest I'd tend to take less seriously a complaint from someone who'd seemingly walked away without a problem.
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Maybe I should have had a little moan there and then, but to a supervisor etc, but anyway sent a polite note off. :)
 
viv1969 said:
If I get home before realising there's a problem then yes, I'll do that. But problems in store I start the complaint process in store, especially if it's a service issue.

To be honest I'd tend to take less seriously a complaint from someone who'd seemingly walked away without a problem.
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Not everyone is going to be upfront as you. Some people need to go away and think about what's happened. Some people just decide not to buy or shop from that store.

I'm the kind of person that votes with my feet. If I don't like the service at a place, I won't necessarily complain or write negative reviews. I just make a mental note not to go there and if anyone asks, I'll tell them of my experience.
 
jonbeeza said:
Just got the feeling she could not be arsed really, data protection! My card, just going to test it at the stand that's all. But never mind, upshot is, I never bought the camera.

Just now trying to figure out why hard drive is only one year guarantee, while website states two years. I did buy the hard drive though.
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Because that's the manufacturer warranty, JL offer 2 years as standard with all electronics and electrical items. One reason i'll choose them over similarly priced retailers for buying stuff.

http://www.johnlewis.com/inspiration-and-advice/electricals/archive/john-lewis-inclusive-guarantees
 
Sharky said:
Because that's the manufacturer warranty, JL offer 2 years as standard with all electronics and electrical items. One reason i'll choose them over similarly priced retailers for buying stuff.

http://www.johnlewis.com/inspiration-and-advice/electricals/archive/john-lewis-inclusive-guarantees
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That's exactly why I bought the hard drive from John Lewis, it clearly says on website 2 years guarantee at no extra cost. When I looked at the receipt it said one year guarantee, I did take a screen print that I showed the 2 year guarantee, as I said the girl just shrugged her shoulders. I thought I should get back home, and have a proper clear look on the web site again, just to make sure. Yes it is definitely two years as you have said :)
 
jonbeeza said:
That's exactly why I bought the hard drive from John Lewis, it clearly says on website 2 years guarantee at no extra cost. When I looked at the receipt it said one year guarantee, I did take a screen print that I showed the 2 year guarantee, as I said the girl just shrugged her shoulders. I thought I should get back home, and have a proper clear look on the web site again, just to make sure. Yes it is definitely two years as you have said :)
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So what is you next step ? Get it in writing so they can't back out if something goes wrong.
I am a complain at the time person too, especially if the shop is busy ;)
 
Gremlin said:
So what is you next step ? Get it in writing so they can't back out if something goes wrong.
I am a complain at the time person too, especially if the shop is busy ;)
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Can see they would want to get you out quickly :) all I am after is the extra year as advertised. Lets see what happens :)
 
viv1969 said:
Did you actually make a complaint whilst in the store though? Ask for a supervisor or manager?
I can never quite understand leaving first and complaining later.
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Yip, I'd rather get the problem sorted out before I leave the store. Much simpler, and I don't have to waste time trying to explain everything again to someone else by mail or on the phone. At the very least, I'd want the department/store manager's name and contact details.

jonbeeza said:
That's what folk do, maybe a fear of creating a scene :thinking: . As we all know, we always complain later by way of emailing etc.
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No need to cause a scene. If the sales assistant can't resolve the matter, ask for his/her manager and escalate from there if necessary. My son spent years in retail management and still maintains that a firm. courteous, manner is far more likely to get you a quick result than kicking off.
 
MartynK said:
Yip, I'd rather get the problem sorted out before I leave the store. Much simpler, and I don't have to waste time trying to explain everything again to someone else by mail or on the phone. At the very least, I'd want the department/store manager's name and contact details.



No need to cause a scene. If the sales assistant can't resolve the matter, ask for his/her manager and escalate from there if necessary. My son spent years in retail management and still maintains that a firm. courteous, manner is far more likely to get you a quick result than kicking off.
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Yes that's what I should have done, but the missus said just buy the bloomin thing and lets go o_O
 
jonbeeza said:
Yes that's what I should have done, but the missus said just buy the bloomin thing and lets go o_O
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You DO love to blame the missus!
Wait....quick! !...corrie's on!! ;)
 
On a plus note, I did get to handle the S120 and it does feels nice. Nice and compact, it will slip in a pocket ( Jeans, Shirt ) no problem. But IQ dunno :rolleyes:
 
I've always had great service from JL and it's one of the reasons I always (if possible) buy from them. I think you've been unlucky with the sales person you dealt with - I've just had a look on my father in laws receipt for a HDD he got a couple of weeks ago and it says "this product is covered by 2 years parts and labour" - which HDD did you buy ?
 
andyred said:
I've always had great service from JL and it's one of the reasons I always (if possible) buy from them. I think you've been unlucky with the sales person you dealt with - I've just had a look on my father in laws receipt for a HDD he got a couple of weeks ago and it says "this product is covered by 2 years parts and labour" - which HDD did you buy ?
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This one >> Toshiba Canvio Connect II Portable Hard Drive, USB 3.0, 1TB, Black
It does say comes with 2 years guarantee on the website, but not on bill !
 
andyred said:
I've always had great service from JL and it's one of the reasons I always (if possible) buy from them. I think you've been unlucky with the sales person you dealt with
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Me too, always been served lovely. Nothing too much trouble for them to do normally. But today, sales person just did not want to bother. Normally you get a big smile, and a very warm welcome.
 
jonbeeza said:
This one >> Toshiba Canvio Connect II Portable Hard Drive, USB 3.0, 1TB, Black
It does say comes with 2 years guarantee on the website, but not on bill !
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Father in Law got the other Toshiba HDD they do, but both were shown as 2 year warranty on the label in store...

See what the come back with - drop me a PM if no luck as I'm possibly going down down to Trafford Centre later in week, so can check for you and taken a photo of the label if required...
 
andyred said:
Father in Law got the other Toshiba HDD they do, but both were shown as 2 year warranty on the label in store...

See what the come back with - drop me a PM if no luck as I'm possibly going down down to Trafford Centre later in week, so can check for you and taken a photo of the label if required...
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It clearly shows on their site as two years warranty. I have taken a screen print.

Thanks for the offer :)

I hope I should be OK, as they are usually good putting things right .
 
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