Two cases I can recall.
1) Wireless network stopped working. Took the Vista PC it in to JL, while there the assistant in CS booted it up, had a look, went in to "repair wireless" (or something like that). That did the trick. Was fine thereafter. Who knows what caused it go bad?
2) 18 month old HP laptop stopped working. Took it in, was sent away. Came back after a week or so apparently fixed. Failed again within a few days. Went back, after a few days JL admitted they couldn't find what was wrong. Offered the owner the new value of the laptop (£600 IIRC) to buy a replacement. He got a more up to date, faster, laptop for that money with a warranty that restarted the clock as it were. He was very pleased. As he was retired the absence of the laptop for a week or so wasn't that critical to him, that may not be the case for some, but few (if any) warranties will provide for a replacement, and certainly not for data etc.
Another case I've just remembered, though pre-sale rather than post-sale, was for a couple who, owing to speech handicap of the husband, needed special software which had some very specific and possibly awkward requirement. Also because of the way it was physically used, the arrangement of USB ports - how many on the left and how many on the right - was important. The staff at JL were incredibly helpful in working through the options to ensure the couple got a laptop which fully met their needs.
Maybe it's my nearby (3 miles) JL (Cheadle) but my own experience of their general customer service is good. Yes, they've made mistakes, but they've always admitted the mistakes and sorted them, even on one occasion sending a beautiful arrangement of flowers to my wife.
Even on price I've twice got money back via their "Never knowingly undersold". Yep, I'd use them again.
Edited by cheshire_man (Fri 12-Aug-11 14:53:34)