Faulty Dell laptop within warranty, returned from repair 7 weeks later, unrepaired with further damage I bought a Dell laptop from JLP in oxford st which from the off began slowing down, overheating, track pad stopped working… It comes with a 2 year guarantee so 11 months after purchase I handed it in for repair at the store. At this point I was told it would take up to 28 days for the repair to be completed and returned so I reluctantly accepted this. The sequence needs to be time lined to grasp the extent of delay and confusion: 3 weeks pass, I ask for an update the call takes about an hour. No information given, promised someone would email soon. 2 days later; no response. I call again and had the same reply which took about an hour. Next day; I call again, this time I am told to call back in the morning . Next morning; I call and wait about 40 mins, I am told that Dell found water damage and asked if that was something I had done. Having never spilled water on it I say it isn’t. They explain that JLP would look into the issue and let me know what will happen next. 2 days later; no response, I call again, after 1 hour on hold I am told JLP are waiting on a quote to fix the laptop. 2 days later; no response, now 28 days since laptop hand in. I visit the store and am told that I cannot speak to a manger because the laptop is with tech support and the team are not allowed to sit with customers for hours chasing their repairs, this is something the customer is expected to do. I am also told that the repair time is actually up to 28 working days and the repair is still within the allowed time frame. I leave frustrated and immediately send an email asking for an update. 5 days later; no response; I send another email. 2 days later; I received a voice message from tech support asking to call back. At this point I have spent over 4 hours in total calling JLP and so, instead I opted for a whatsapp conversation. 2 days go by; the message conversation response time varies from 20 mins to 10 hours. Eventually told the same story so now I am 1.5 days away from 28 working days, therefore even if I receive a quote there is no way the laptop is being returned in time as they’d promised. I explained this to the assistant who tells me that 28 working days is only a guideline now and they can keep it as long as they like, thus revealing another lie told by JLP. 2 days later (29 working days since hand in); no quote, I once again call up and the assistant tells me the reason for the delay is that parts are being ordered and the repair is being done that week. He also said this likely meant it isn’t water damage as they wouldn’t order parts and begin a repair without my acceptance of a quote, which they said they had never received. They promised it would be returned fixed in 6 working days. With no other choice but to wait I gave them the extra week. A week later; in the evening I am text that the laptop is back in the store. Next day; I go to the store, I am given the laptop and told all repairs are done. However, the repair notes say the repair is not done. I then find an additional large crack down the back of the laptop. I then spend 3 hours in store attempting to find out what had happened regarding the “repair” and the new damage. At the end I still have no concrete facts except that Dell had emailed a quote to JLP of £260 3 weeks prior which JLP neglected to tell me. So why was there a delay? Had they done the repair? Why had they ordered parts without my approval suggesting it was a fault within warranty? Why did they say there was water damage? Why did they send it back? Why was it cracked? All this after 7 weeks and countless hours spent calling, emailing and messaging JLP while I pay to rent a laptop; the manager's response is to offer me £100 towards the repair as a “goodwill gesture” or I pay to take it to an independent repair shop for a second opinion and if it isn't water damage he may be able to do more. During that 3 hours I am told the offer is on the table just this once and if I walk away it won't be there again and that he needed to go do other things. This is a manager of John Lewis who is meant to epitomize customer service, offering me a 'deal' and that he was in a rush to be elsewhere. I obviously did not accept his offer and left with the same faulty laptop that now has additional damage. I am left shocked and disgusted at the way I have been treated, this review only reveals the broader issues. I haven’t mentioned any of the rudeness and unprofessional behaviour I have been subject to by JLP. My advice is to AVOID AT ALL COSTS and seek independent technical support.