Totally inflexible and inappropriate booking method for a repair under warranty. When I first phoned, I explained that I live with a disability and depend heavily on internet for everything. I had the purchase ref. number and paperwork for the HP laptop that had stopped working. But I couldn't see the serial number on the computer. That was Mon. The Customer Service guy on the phone assured me that the laptop would be collected on Wed. and the collector would find the serial number. Wed. -no collection. I phoned again. "Collection not possible without a serial number". This time I did find a number on the charger lead. The CS lady said that it had been accepted and I should expect the repair guys to collect next day. Thurs. Thurs - I phoned twice. First time through (after a long wait) "Collection not possible without a serial number". This time CS person #3 said that they'd put in a placeholder serial number and I should phone back in 1 hour to confirm a collection date. One hour + 40 minutes holding later, I phoned back.. but the person who could book the collection was gone for the day..(4.40pm). Someone from JL would phone me next day .. Yeah. Friday,late afternoon I phoned again. No call from them, of course "Collection not possible without a serial number". Luckily for me, one of my care team came with a loan laptop for me earlier on Fri. and did manage to read the worn out serial number on my own machine ( I hadn't thought of asking earlier in the week). Be warned, if you have poor eyesight or any difficulties then John Lewis systems are designed to cut you off from accessing their repair channels. 2 of the CS team that I spoke to refused to think beyond their script and wouldn't accept a complaint from me to request changes to their processing. The others were ineffective and their efforts apparently reversed by the computer algorithm. JL Customer Service = "Computer says No"