Music device (£279 value) under 2 year guarantee.
Discussion
Bought from a place whom if they "Nev Kno Und Sel" must always oversell.
Item from the not orange but other fruit major IT equipment manufacturer.
15 months old. Under cover of 2 year guarantee. Screen has lost all response.
Been trying to get in touch with Lewis or John about this for two weeks now. Even e-mail Leis and Johns CEO off the CEO finder e-mail google search.
I don't do Twitter. I e-mailed two weeks ago to the EM on their guarantee paperwork. No response. Four times I have tried to call. Been queuing for 15 minutes to an hour each time. Once got through "Oh we don't guarantee damage, get the fruit company to repair" was the reply and an instant hang up.
Where to go? There is a physical department store 30 miles away but I don't think they are open. Credit card for chargeback? Small claims. The device is used by a vulnerable person whom stuck indoors has lost some of their sensory stimuli.
Item from the not orange but other fruit major IT equipment manufacturer.
15 months old. Under cover of 2 year guarantee. Screen has lost all response.
Been trying to get in touch with Lewis or John about this for two weeks now. Even e-mail Leis and Johns CEO off the CEO finder e-mail google search.
I don't do Twitter. I e-mailed two weeks ago to the EM on their guarantee paperwork. No response. Four times I have tried to call. Been queuing for 15 minutes to an hour each time. Once got through "Oh we don't guarantee damage, get the fruit company to repair" was the reply and an instant hang up.
Where to go? There is a physical department store 30 miles away but I don't think they are open. Credit card for chargeback? Small claims. The device is used by a vulnerable person whom stuck indoors has lost some of their sensory stimuli.
Try apple online support. Normally in your position i would be straight back to the store , but with covid it’s obviously difficult.
https://getsupport.apple.com/?caller=psp&PRKEY...
https://getsupport.apple.com/?caller=psp&PRKEY...
Out of curiosity, have you tried the “soft reset” yet?
Press and hold both the home button and the top power button until the fruit logo appears. Release the butt9ns when it does. It stays for a while then the device is back to normal unless there is a bigger problem.
I had a similar issue a couple of years ago for my ipad. The screen was staying unresponsive.The soft reset worked ok.
I don’t know if it works in an iphone as never needed to try it.
Just spotted your device is a music one so I don’t know if it has the same buttons.
Press and hold both the home button and the top power button until the fruit logo appears. Release the butt9ns when it does. It stays for a while then the device is back to normal unless there is a bigger problem.
I had a similar issue a couple of years ago for my ipad. The screen was staying unresponsive.The soft reset worked ok.
I don’t know if it works in an iphone as never needed to try it.
Just spotted your device is a music one so I don’t know if it has the same buttons.
Edited by sospan on Thursday 14th May 16:48
sospan said:
Out of curiosity, have you tried the “soft reset” yet?
Press and hold both the home button and the top power button until the fruit logo appears. Release the butt9ns when it does. It stays for a while then the device is back to normal unless there is a bigger problem.
I had a similar issue a couple of years ago for my ipad. The screen was staying unresponsive.The soft reset worked ok.
I don’t know if it works in an iphone as never needed to try it.
Just spotted your device is a music one so I don’t know if it has the same buttons.
Screen unresponsive due to is bowing away further and further from the bacground behin it and getting worse by the day! This was a replacement for a previous that did same albeit at a later age!Press and hold both the home button and the top power button until the fruit logo appears. Release the butt9ns when it does. It stays for a while then the device is back to normal unless there is a bigger problem.
I had a similar issue a couple of years ago for my ipad. The screen was staying unresponsive.The soft reset worked ok.
I don’t know if it works in an iphone as never needed to try it.
Just spotted your device is a music one so I don’t know if it has the same buttons.
Edited by sospan on Thursday 14th May 16:48
Managed to speak to fruit company who referred me to supplier! Had I bought direct from the greengrocer I would have "almost certainly" had a replacement send out on the pick up
Finally got a call back off a twitter pot (good idea, never realised twitter was so effective...now to remove my mobile number from twitter!!!) spoke to the store I bough it from, as the store is shut they are offering under their "NKUS" guarantee a "pick up, asses, repair, replace" service. That will take up to 56 days, possibly longer in the current situation. Squirmed with every excuse under the sun as to why things were taking so long. At first claimed they couldn't ever ring me back or e-mail me as they are too busy social distancing and short on staff. I suggested that that sort of disappearance into oblivion would suggest a company going to the dogs and that I should never buy from them again and could I put the digital recording of the phone conversation on Youtube at which point, my e-mail address was asked for and someone would be in touch in 48-72 hrs. I also pointed out, that they had called me. The agent was in a bit of a muddle, I do feel sorry sometimes for call centre script readers, my wife did it once when times were hard.
14 months since item bought. Greengrocer can delivery me a new one Tuesday next week. Should I do a chargeback / s75 claim against the NevKnoUnderSol retailer on the CC I bought it with? I've got a replacement car coming in half the time for an end of lease vehicle.That just seems a ridiculous timescale at the moment, what would happen if that was my phone say and i was using it to work form home. That repair duration can't be acceptable surely, even all things considered?
Or should I just buy new and small claims for he defective item (minus a consideration I guess for 14 months use), but plus my costs?
Bloody annoying as this was bought for a disabled person who uses this for audio books prescribed by the school but that makes no difference to the retailer So 56 days without is a definite no-no!
Another previously great British retailer off my ever going to their shops again list. Never had a problem with refunds off Amazon (though i do feel guilty there sometimes as I know they can really stuff sellers) or the Greengrocer for three other devices including one replaced.
Finally got a call back off a twitter pot (good idea, never realised twitter was so effective...now to remove my mobile number from twitter!!!) spoke to the store I bough it from, as the store is shut they are offering under their "NKUS" guarantee a "pick up, asses, repair, replace" service. That will take up to 56 days, possibly longer in the current situation. Squirmed with every excuse under the sun as to why things were taking so long. At first claimed they couldn't ever ring me back or e-mail me as they are too busy social distancing and short on staff. I suggested that that sort of disappearance into oblivion would suggest a company going to the dogs and that I should never buy from them again and could I put the digital recording of the phone conversation on Youtube at which point, my e-mail address was asked for and someone would be in touch in 48-72 hrs. I also pointed out, that they had called me. The agent was in a bit of a muddle, I do feel sorry sometimes for call centre script readers, my wife did it once when times were hard.
14 months since item bought. Greengrocer can delivery me a new one Tuesday next week. Should I do a chargeback / s75 claim against the NevKnoUnderSol retailer on the CC I bought it with? I've got a replacement car coming in half the time for an end of lease vehicle.That just seems a ridiculous timescale at the moment, what would happen if that was my phone say and i was using it to work form home. That repair duration can't be acceptable surely, even all things considered?
Or should I just buy new and small claims for he defective item (minus a consideration I guess for 14 months use), but plus my costs?
Bloody annoying as this was bought for a disabled person who uses this for audio books prescribed by the school but that makes no difference to the retailer So 56 days without is a definite no-no!
Another previously great British retailer off my ever going to their shops again list. Never had a problem with refunds off Amazon (though i do feel guilty there sometimes as I know they can really stuff sellers) or the Greengrocer for three other devices including one replaced.
Well, a quick resolution. Got an e-mail from JL this morn to my e-mail stating six to eight weeks to assess repair, which is considered reasonable and was in my guarantee paperwork.
No it wasn't, guarantee paperwork says "if we can't repair in seven working days from collection or return of the item to the store you bought it from......" Note, make sure you visit the hyperlink when you get an e-mail guarantee and download a pdf - the current guarantee doesn't state any repair time duration - but you can click to a Jun 2019 version which is again different, so it seems JL change their guarantee T&Cs often and hope you don't notice.
So forlornly expecting these huge queues that banks keep saying they have, I rang got asked a few Qs, got asked to send in JLs e-mails and my paperwork and just before lunch got a call back from the CC co that they are refunding me the full value in the next 3-5 working days after I return some paperwork to them, and will reclaim the payment from the supplier as they consider two months to repair inadequate and that the guarantee changes are in my favour should JL attempt to re-claim the money off the CC Co (especially as it is nearly two weeks I have been trying to get in touch)!
Trying to cancel the delivery pick-up that this morning e-mail included a link to seems a tad more difficult, e-mail reply bounced as "not monitored" and I've given up waiting on the 'phone after 30 minutes.
Anyway that is one British department store off my future list of places to use.
No it wasn't, guarantee paperwork says "if we can't repair in seven working days from collection or return of the item to the store you bought it from......" Note, make sure you visit the hyperlink when you get an e-mail guarantee and download a pdf - the current guarantee doesn't state any repair time duration - but you can click to a Jun 2019 version which is again different, so it seems JL change their guarantee T&Cs often and hope you don't notice.
So forlornly expecting these huge queues that banks keep saying they have, I rang got asked a few Qs, got asked to send in JLs e-mails and my paperwork and just before lunch got a call back from the CC co that they are refunding me the full value in the next 3-5 working days after I return some paperwork to them, and will reclaim the payment from the supplier as they consider two months to repair inadequate and that the guarantee changes are in my favour should JL attempt to re-claim the money off the CC Co (especially as it is nearly two weeks I have been trying to get in touch)!
Trying to cancel the delivery pick-up that this morning e-mail included a link to seems a tad more difficult, e-mail reply bounced as "not monitored" and I've given up waiting on the 'phone after 30 minutes.
Anyway that is one British department store off my future list of places to use.
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