In June last year I left my Sony HD Handycam movie camera at Jessops, Bury St Edmunds for repair after the touchscreen stopped working. It was out of warranty, so I paid £25 and was told it would take two or three weeks to repair. I heard nothing for two months and started phoning in late August. I was told the repairers were still looking at it and I would get a response as soon as possible.
In September, I made further calls. Eventually, a pro forma invoice was sent with a quote of £223.58. It contained a tear-off slip on which I confirmed that I would like the camera repaired and agreed the quote.
A few days later I visited the store and left the completed form. I was told, on this visit, much to my astonishment, that the camera had been returned by the repairers untouched! They could not explain why. I was told that it would be sent back again for repair.
Another long delay until November, when I received an identical pro forma containing a quote, this time of £218.03. I visited the store again with the new pro forma as before. I also complained to the assistant and, in particular, to the manager.
The way my complaint was handled was poor. The manager claimed that previous pro formas had been sent to me and not responded to. This is untrue as I have been anxious to get my camera back and there is no way I would ignore any communication on the progress of the repair. The manager was defensive and seemed to have little concern about the way this had been handled.
Last December, I emailed Jessops’ head office a detailed complaint in accordance with its procedure, but received no reply or acknowledgment and resent the complaint two days later. Since then, I have received no response and there is no sign of my camera being repaired. I seem to be no nearer to getting it back after more than seven months. I have missed important opportunities to use it, including summer holidays and Christmas.
Customer complaints are ignored and Jessops is not affiliated to the Consumer Ombudsman, which will not help. PC, Horinger, Bury St Edmunds, Suffolk
It is ironic that Jessops makes bold claims about its speed and efficiency in repairing cameras given the appalling service you have received. We noted that it boasts online that it will repair products that are within, outside, or on an extended warranty, including cameras bought from other retailers. Adding insult to injury, it also claims that 71% of repairs are carried out within seven days and 86% within 14. Your camera was out of warranty, incurring an admin fee of £25 that would be deducted from the final bill.
Jessops told us: “We apologise for this rare delay in a repair and are investigating repair times internally to ensure this does not happen again. We are pleased to say that the customer is now reunited with their camera and a repair was offered free as a goodwill gesture to make up for the delay. We have followed up with the customer and they are happy with the resolution.”
You were so delighted by the resolution that you have pledged to take out a Jessops service subscription. Grateful thanks!
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