Comments on: How can we save Jessops?

By: Aileen

Aileen — Mon, 25 Apr 2011 05:17:57 +0000

Walking in the prsecnee of giants here. Cool thinking all around!

By: Poldark Clarke

Poldark Clarke — Tue, 17 Mar 2009 15:04:42 +0000

I don’t think the knowledge and expertise of the staff at Jessops is as high as it once appeared. I have been into 2 stores recently to buy a camera and have been very disappointed with the quality of assistance I received.
I have overheard conversations while waiting for assistance that sounded informative and useful but I seem to end up with the sales assistant who barely knows the basics and hasn’t been overly helpful.
Seems to me that Jessops have rested on their laurels and let standards slip.

By: jeff

jeff — Wed, 11 Feb 2009 15:28:35 +0000

apologise for my atrocious spelling there!

By: jeff

jeff — Wed, 11 Feb 2009 15:27:48 +0000

“If you visit Jessops and you are interested in photography you will be met by employees who on the whole are passionate about photography and happy to spend time with you helping you”

Well i’ve just got to this article via a google search ‘Jessops poor service’ and would sharply disagree! went in there for the first time at lunch to enquire about budget SLR camera. Guy looked like he couldnt be arsed and didnt give me any decent information. i then asked about a deal I’d seen on their website which he didn’t know about. He checked at his terminal which promptly crashed so we ahd to go to another terminal. He then said that all the parts of the offere werent in stock. i asked when the case (the missing part) would be avaialble. he said he wasnt sure. i asdked for an estiamte. he said something along the lines of ‘well its supposed to be 28 days but sometimes people wait longer than that’ which is a aptehetic answer. At this point I left the shop and will find a camera shop where they know what they are talking about!

By: Joan Nicolson

Joan Nicolson — Wed, 26 Nov 2008 20:03:04 +0000

Jessops need to improve their service standards, and treat customers as they would expect to be treated. Note the demise of DSGi. They treated their customers like scum. I bought a Fujitsu Siemans laptop from Jessops Edinburgh on 18/03/2006. The laptop never functioned properly from purchase. Jessops would not deal with it, and referred me to Fujitsu Siemans for servicing 3/2007. After the 1st service the laptop still had the same faults, froze, and reverted to the French Alphabet randomly. After the 2nd service the laptop was noisy, overheating, and the screen was red on startup. I cut the power, and phoned Fujitsu Siemans again. I was told ‘ something has been left inside by mistake’ ‘just pack it up now, don’t use it’ ‘ .After the 3rd service the laptop was returned outside its years guarantee with the same faults. Meantime I used my home PC and had to purchase a reliable laptop elsewhere. 9/2008 I switched on the Fujitsu laptop. After startup the screws and components could be seen as the screen turned black. There was a burning smell. I cut the power. Fortunately I had not left the room, and was able to deal with it.. I complained ‘Sale of Goods Act’ . Jessops letter… average lifespan of a laptop 60 months, divide £1199.99 by 60 = £19.99 x 26 months usage = £520.00 = partial refund of £679.99. Laptop to be collected, then payment by cheque. I contacted Barclaycard for a refund of £1199.99 since I have Fujitsu Siemans 3 service reports, and an independent PC engineers report stating the motherboard was always faulty. Components were replaced , on each service, the laptop was further damaged due to their error on the 2nd service, damaged components changed again, then the laptop was returned to me, posing a fire risk in my home. The Laptop involved Fujitsu Siemans AMILO M3438G / BU M3438G/ PM 760. Jessops said this is our final offer. A manager said it should have been a third party sale, sent to your home not the store. Fujitsu Siemans computers in the catalogue, but nothing to do with Jessops! Quality service indeed. Not No 1 in customer service guaranteed. Fujitsu Siemans? Can anyone trust their servicing standards?

By: Sean at Prompt

Sean at Prompt — Thu, 17 Jul 2008 10:28:37 +0000

I bought a new camera last year from Jessops and found the Jessops website pretty poor. They don’t have to go overboard on web 2.0 stuff, but they should try to create some kind of online experience that’s more satisfying that crawling through a brochure.

I think there is still a market for camera shops – you need to try a camera before you can buy it with confidence, and I can’t be the only one who wouldn’t want to have a new camera sent in the post.

Jessops film processing and printing services have always been uncompetitively priced – even compared to other shops like Boots. But if they could make that offering attractive, they would have a way to sustain a relationship with photographers before they’re ready to buy a camera. The problem is that for most customers there’s no real brand loyalty, because they don’t buy a camera often enough to visit Jessops very often.

Perhaps Jessops could run free workshops on different aspects of photography – it would be fun for the team to do this, and would bring people into the shop more often. They could also create a customer newsletter with photography tips and links to great online portfolios and could arrange local photo competititons with the first prize being a poster enlargement.

It’s difficult to invest when you’re in a weak position, but the company needs to completely rethink its relationship with customers and the kind of shopping experience it offers. There’s no future in just sitting there waiting for someone to pick a camera online and walk into a shop to buy it.