What on earth has happened to Jessops

artona

artona

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Three weeks ago I purchased a £13 card reader from Jessops. Last night it stopped working so I popped in to change it but forgot to take it.

So I bought a new one and told the story about the broken one and asked if I could return the origonal one for replacement. I was quite happy to pay for a new one and then keep the replacement as a spare.

I was told it was not company policy to change items at shop level and I would have to call their head office. They reluctantly allowed me to use their shop phone but after waiting for customer services to answer I put the phone down, asked for a refund for the new card reader and left the shop!!!

stew
 
artona said:
Three weeks ago I purchased a £13 card reader from Jessops. Last night it stopped working so I popped in to change it but forgot to take it.

So I bought a new one and told the story about the broken one and asked if I could return the origonal one for replacement. I was quite happy to pay for a new one and then keep the replacement as a spare.

I was told it was not company policy to change items at shop level and I would have to call their head office. They reluctantly allowed me to use their shop phone but after waiting for customer services to answer I put the phone down, asked for a refund for the new card reader and left the shop!!!

stew
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bizarre! your local Jessops is pants

I had the exact same issue in july and ended up returning the original and the replacement for full refunds :thinking:

bent pins right?
 
Given the current financial problems that Jessops have, I would have thought they would have been busting their butts to improve their customer service!

This is an appalling way to treat customers over low value items and does plenty to ensure that when those customers need a new DSLR or a new lens, Jessops will NOT be foremost in their minds other than as a place to avoid! Retail customers have long memories when they are jerked about over faulty kit.

I did 14 years as a UK Sales Manager before I retired and I constantly found that a little bit of good customer service returned customer goodwill and loyalty out of all proportion to the extra bit of service offered. The psychology is simple, customers like to be looked after, rocket science it definitely is not!;)
 
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I'm pretty sure if anything breaks within the 1st 6 months your entitled to a replacement by the shop.
 
thanks for the comments

thanks also for the link lalineaman

stew
 
If you can find one, at the rate they close the smaller stores, you will have to live in Central London to find one.




Dave.
 
Personally i wouldn't touch anything second hand from Jessop, firstly they may go bust before the warrenty runs out, and secondly even if they don't they probably wouldn't fix the item.
From personal experience and that of others here I have no faith in what laughingly passes for after sales service.
 
I think the comment was about the string of threads on here the last 3 weeks about 'new' nikon cameras that turn out to have between 2000-3000 shots on them when they get home.
 
Yeah, I've seen a few of those threads recently, just thought I'd finish the sentence off!:thumbs:

I've never had a problem with anything I've bought from Jessops, however I have had some pretty poor sales patter........

My last couple of purchases have been reall bargains though so not all bad! 2000+ clicks on a "brand new" body is very poor, and as the recent threads prove, it's not just a one off!
 
I need to defend Jessops here, I bought a couple of lenses ( 50mm 1.8 AF and a Tamron 70-300mm) from the store on Sauchiehall St, Glasgow and decided I didn't like the Tamron.

Jessops policy is if the lens has been used they won't change it. Obviously I had used the lens a few times for me to make the decision I wasn't a fan of it and I told the guy in Jessops this, I chose another lens that I was happier with and the guy swapped it no probs. He just checked the Tamron wasn't damaged at all and gave me my new lens.

Top notch customer service and a very pleasent chap :thumbs: can't really fault them after that.
 
themightyjuice said:
I need to defend Jessops here, I bought a couple of lenses ( 50mm 1.8 AF and a Tamron 70-300mm) from the store on Sauchiehall St, Glasgow and decided I didn't like the Tamron.

Jessops policy is if the lens has been used they won't change it. Obviously I had used the lens a few times for me to make the decision I wasn't a fan of it and I told the guy in Jessops this, I chose another lens that I was happier with and the guy swapped it no probs. He just checked the Tamron wasn't damaged at all and gave me my new lens.

Top notch customer service and a very pleasent chap :thumbs: can't really fault them after that.
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I would imagine the bloke they shifted the lens onto as 'new' isn't too chuffed though ;)
 
Point taken… they still gave me great customer service though, and that really does make a world of difference
 
I think we need a new forum for all the Jessops threads :)
 
Popped into town last week and heard the most mental conversation in Jessops:

Customer - I've got a 350D and it doesn't have raw mode.

Staff - oh right.

C - I hear that's good though, that raw thing

S - yes, I don't know much about it but it means you get a bigger picture from your pixels

C - Good. This 50D - I like the green square on mine. Does this have that.

S (looks) - yes

C - so it will auto-focus right? that's the auto-focus setting isn't it

S - yes, that's right.

C - and that lens, it says 17-85 on it. What does that mean.

S - I'm not sure, I think it's the aperture on a zoom lens.

C - oh ok, I see. I'm starting to do weddings. Will that one be good enough.

S (suddenly confident) - oh yes. It's the best wedding camera.

That's verbatim - I just stood there, mouth-open, like a dimwit.
 
I've repeated this story often enough, but it bears repeating once more: my shiny new 1D failed at three days old. Jessops replaced the camera without even looking at the one that had failed. Without even checking the serial number to see if I was trying to work a flanker. I was impressed that someone trusted ME that much.
 
mr_pants said:
I've repeated this story often enough, but it bears repeating once more: my shiny new 1D failed at three days old. Jessops replaced the camera without even looking at the one that had failed. Without even checking the serial number to see if I was trying to work a flanker. I was impressed that someone trusted ME that much.
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great for you but what does it say about the staff?
 
17-85 Zoom Lens Aperture? Idiots. :lol:

My local Jessops seem to know what there doing. Asked for advice quite a few times and they have been spot on. However I do feel that I cant go in there just for a look as you get the feeling your not wanted. Dont know why :(
 
I also feel that Jessops isn't getting a fair hearing there and whilst i accept that you are all speaking from experience, it is only fair that i add my experiences.

The Epsom branch has superb customer service, they are knowledgeable and enthusiastic.
I've had occasional kit problems and no hassles with exchanging or refunding, they let me play with whatever i like (except the new girl :( ;) :p but i'm assured that when she is used to my sense of humour she's fair game for my particular style of abuse :D).

So go and see David, Leith, Sophie, Kelly and Fiona who are all photography students / graduates and buy with confidence.

:thumbs:
 
Maidenhead branch gets a consistent thumbs up from me, the store in the Metro centre was a different story though. Guess you get whatever you get based on where you live and shop?
 
Each shop is only as good as its staff (and their training!) Some will just take any old bod off the street who wouldn't know one end of a camera from the other but some do get good staff who are enthusiasts or actually know what they are talking about.
Pot luck if you get a goodun I guess.

Of course, SOME customers are idiots and you really REALLY need to bite your tongue before you tell them that!
 
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I popped into my local Jessops to buy an SB900 last week. The girl serving me had no idea what a flashgun was and i had to point the model out in the display cabinet.
Her colleague poked fun at her because apparently her dad is a pro wedding photographer that uses an SB900 :D
I'm sure it wasn't the girls fault, and i didn't mind. Maybe Jessops don't have the resources to train like alot of companies these days.
 
mr_pants said:
I've repeated this story often enough, but it bears repeating once more: my shiny new 1D failed at three days old. Jessops replaced the camera without even looking at the one that had failed. Without even checking the serial number to see if I was trying to work a flanker. I was impressed that someone trusted ME that much.
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my first 40D err99-ed after 6 weeks and got swapped with no questions, just confirmation that it was err99-ing.

artona said:
great for you but what does it say about the staff?
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I know you're not happy but failed cams go back to the manufacturer unless the staff are complete idiots which given your recent experience, is cause for concern :lol: :thumbs:
 
Mangelwurzel said:
I popped into my local Jessops to buy an SB900 last week. The girl serving me had no idea what a flashgun was and i had to point the model out in the display cabinet.
Her colleague poked fun at her because apparently her dad is a pro wedding photographer that uses an SB900 :D
I'm sure it wasn't the girls fault, and i didn't mind. Maybe Jessops don't have the resources to train like alot of companies these days.
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damn i'm in jessops defence mode :'(

don't forget that they do carry a huge range of toys, i am a canon user so i don't know what an sb900 is.

when i worked for Honda is was a bit simpler because the range was not so extreme being brand specific but the available extras meant checking the brochure every time.

if you want impartial advice you have to cut people some slack when they don't instantly know what your are talking about especially when the brands add such lovely new toys so often.

and customers are gimps more often than not.
When i sold suits you'd always get some fly boy coming in to complain that his Boss suit had fallen apart after 2 months.
because it's expensive it's not necessarily bomb proof.

do yourselves a favour,

The basics questions for buying / selling anything are as follows;

  1. budget
  2. intended usage

you should know these and a good sales person will ask.
maximising the sale is not always the salesperson trying it on but should be viewed as good customer service when it's relevant. After all you might need those extra memory cards and batteries.

so in short don't go into any shop with a "these people are idiots" attitude and expect them to be mind readers.

and Mangelwurzel this is not aimed at you as a dig, it's a general voice of experience from the other side of the counter kind of thing :D
 
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andrew748 said:
Mangelwurzel this is not aimed at you as a dig, it's a general voice of experience from the other side of the counter kind of thing :D
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No dig taken mate. The tone of my post was light hearted, not a rant :D
I found it more amusing than annoying.
I don't use Jessops often, mainly because they are always out of stock. But from reading on here the service from store to store can vary a great deal :)
 
Mangelwurzel said:
No dig taken mate. The tone of my post was light hearted, not a rant :D
I found it more amusing than annoying.
I don't use Jessops often, mainly because they are always out of stock. But from reading on here the service from store to store can vary a great deal :)
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I thought you were being light hearted but just felt the need to clarify my comments.:bonk::thumbs:
I'm a nightmare in ANY shop with bad CS be it a petrol station or Harrods and i agree about Jessops stock issues.

I want pocket wizards and i want them from Jessops in Epsom :dummy:
I'm like a fine wine, i don't travel well :p :bonk:
 
Just want to bring this back on topic. My opening post was aimed at Jessops, not individual branches Andrew. This is how it should work in a big national company........in head office you have a person responsible for training.

That person trains the area manager in the art of customer relations, how to deal with customers etc. The area managers then train the shop managers who in turn train the staff.

Then you have mystery shoppers who go around and make sure the company training is filtering through.

Now it might be that Jessop's approach is that if a customer, who are not gimps, they are you all and me come in with a valid problem then lets turn it into a complaint by telling that customer that at branch level there is nothing the staff can do and that they will need to phone call customer service at HQ. Customer service will then not answer the phone!! Problem solved!!! Is it!!! If it is then the branch succeeded yesterday.

stew
 
artona said:
Just want to bring this back on topic. My opening post was aimed at Jessops, not individual branches Andrew. This is how it should work in a big national company........in head office you have a person responsible for training.

That person trains the area manager in the art of customer relations, how to deal with customers etc. The area managers then train the shop managers who in turn train the staff.

Then you have mystery shoppers who go around and make sure the company training is filtering through.

Now it might be that Jessop's approach is that if a customer, who are not gimps, they are you all and me come in with a valid problem then lets turn it into a complaint by telling that customer that at branch level there is nothing the staff can do and that they will need to phone call customer service at HQ. Customer service will then not answer the phone!! Problem solved!!! Is it!!! If it is then the branch succeeded yesterday.

stew
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My apologies Stew
you are completely right of course but this world is not perfect and there obviously are regional variations as yours, mine and other posts prove.
I'm just pointing out this is not purely a jessop's thing as i'm sure you were probably aware.
my best advice is to go back into you local store with you faulty goods and your receipt and be a little more sure of your consumer rights.
If you go back to post #2 you will see that i had the exact same issue in July.
The £13 card reader is a known bad egg in the jessops own brand line and then having got your refund ask to speak to the manager and explain to him why that store will no longer be receiving your custom and that his staff's attitude / bad service / bad training is one of the reasons that the company is very publicly failing:thumbs:


oh, and to back up my customers being gimps comment
i offer you my own extensive 10 years of retail experience and this little gem http://notalwaysright.com/ :D
 
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no apologies needed Andrew:)

We are fortunate in this area in that we have a fantastic camera shop - Comley Camera of Cleethorpes. Its just a bit of a drive for me rather than the two minute walk from our studio.

The £13 Jessops reader is binned, I don't want to make the time to go back into Jessops again.

I appreciate the time and trouble members here have gone on this tread but I should say I have been in retail for 30 years and know my consumer rights inside out. However there comes a time where its best to cut and run.

I have sympathy with the girl behind the counter, its not her fault she is untrained and unready to deal with customers

stew
 
Last week I went to buy a camera, at least three shops were selling it at the same price so I had a good choice

Fair enough if you can't lower the price or offer any complimentry items (Jessops) but you could at least show some interest in a potential customer and make an effort to demonstrate or discuss the camera

Ok so 600 quid isn't massive these days, but still better to have than the next shop, sort of sale that would keep you in busines

Ended up buying in Currys, helpful and knowledgable salesman and who offered a few quid off too that paid the bus fare

Can't see how Jessops will survie much longer and maybe its time they went, bit like an old pet that is suffering and no point prolonging the agony
 
There seems to be a definite duality in service at Jessops. You have the pro type shops where technical questions are answered with confidence. At the other end of the scale you have the pop-in-off-the-street stores where confused grannies and panicky tourists go in to get ripped off.

I made the mistake of trying to part with my cash in a store full of dafties. I asked for a 5 in1 reflector to be told by a smug assistant there was no such thing. I told him it was in their catalogue and this seemed to p**s the guy of severely. He regrouped and told me that, yeah the product may exist but they didn't have it in store and couldn't get it for me.

Meanwhile, another assistant was busy ripping this old guy customer off by persuading him to buy some compact that was overpriced and way too much camera than he needed.

Jessops need to sort their staff out, I reckon that they should employ mystery shoppers to check out their staff.
 
Agreed about staff training - well trained staff can sell product and retain customers, even if they are not the cheapest. We only have a handlful of Jessops stores in NI but I have only used the Belfast one.

In the Belfast store they had a whole rack of items reduced, with a big sign over the top saying "All This Stock Half Marked Price". I picked up a filter that was marked at £15, having been already reduced a few times from about £40.

At the cash desk I was asked for £15, whereby I politely pointed out it was on the "Half Marked Price" rack so should be £7.50.

The instant (and only) response I had from the guy was "Well, take us to court then". I just walked.

Since then (March-ish) I have bought a carbon tripod, a flash and 3 lenses and needless to say my shoes haven't dirtied Jessops doormat once.

I'm not saying I would have bought from them for sure, but I certainly would have been talking to them. I have used Calumet and a great little camera shop called Cameras Plus in Cookstown and couldn't be happier!
 
I'm quite a fan of Jessops in Aberdeen but lately, every time I go in there are different members of staff. Years ago I was on first name terms with the staff who never changed from one year to the next. Whenever a new piece of Canon kit, be it camera or lens, the then manager would phone me and tell me to come in and have a good look at it before it went on the shelves. I have always bought my bodies from Jessops as they used to quite often price match or their prices weren't that far from the cheapest found from the likes of WHE etc. I find their lens prices to be high so I buy mine from OneStop Digital for a fraction of the cost.

BAD POINTS
In the last couple of years I find Jessops have ripped the guts from the photo scene here in Aberdeen. They bought over their main rivals in the city for a pittance (Photo Factory) then closed the lot down. So now we have a relatively small store to feed the whole of the NE Scotland. Our only other alternative now is Currys, John Lewis or Comet where the staff know next to Hee Haw about what they are selling.
I shot a couple of retirement presentations 3 weeks ago and as I always used Photo Factory's pro service for my printing. The guy who worked there, Colin, really took his time and made sure he produced a quality product, even to the stage of cloning out something I had missed. He is unfortunately out of a job now, thanks to Jessops.
I now have to use Jessops. Their printing set up has been Out Of Order for almost 3 weeks now - Totally Unacceptable!!
 
I've said it before and I'll say it again. Whatever your thoughts on Jessops - we'll miss them when they're gone.

One thing that does strike me in threads like this is the amount of times people who clearly don't like Jessops KEEP GOING BACK!! :nuts:
 
ryanyboy said:
I've said it before and I'll say it again. Whatever your thoughts on Jessops - we'll miss them when they're gone.

One thing that does strike me in threads like this is the amount of times people who clearly don't like Jessops KEEP GOING BACK!! :nuts:
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Not here Ryan. 15 years a go they used to be really good. We used them a lot especially for sending off equestrian films to colour international. We would often put 100 rolls of film through them a week. Then the branch we then used put in a 1 hour lab and the quality was dreadful. This was the first time in 15 years I have ventured into one of their shops

stew
 
subseasniper said:
I made the mistake of trying to part with my cash in a store full of dafties. I asked for a 5 in1 reflector to be told by a smug assistant there was no such thing. I told him it was in their catalogue and this seemed to p**s the guy of severely. He regrouped and told me that, yeah the product may exist but they didn't have it in store and couldn't get it for me.
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I had the same experience when I enquired about packs of silica gel a while back, even though it was on their website. More recently, I purchased a pack of 35mm archival negative sheets, and as it was their last one I asked if they could get hold of some more. The answer was no, but he said I could contact head office and order from them. I checked on their website and they still had these sheets listed so I sent an e-mail to them and asked if I could order a few packs. I received a reply saying they couldn't supply them directly to me but they could send them to a store of my choice, however they didn't have any in stock.

The e-mail advised me to return to my store and ask the assistant to check on his computer and see which of their other stores had them in stock, and then have them transferred. I returned to the shop and mentioned the e-mail and the guy replied saying he could check for stock availability but was not able to transfer anything - contrary to what head office told me. In the end, I ordered some from Silverprint.

mstphoto said:
They bought over their main rivals in the city for a pittance (Photo Factory) then closed the lot down.
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Same thing happened in Manchester. There used to be a photographic store called Tecno, which was on St. Peter's Square. This was taken over by Jessops briefly, so there were actually 2 Jessops stores in the city centre. Before long it was shut.
 
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