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  • FIRST POST
    • cestas55
    • By cestas55 8th Oct 17, 1:55 PM
    • 7Posts
    • 1Thanks
    cestas55
    John Lewis guarantee limits & "cosmetic damage"
    • #1
    • 8th Oct 17, 1:55 PM
    John Lewis guarantee limits & "cosmetic damage" 8th Oct 17 at 1:55 PM
    PLEASE NOTE - I am no longer interested in replies to my post. I thought I would be getting some consumer law advice, but finding the comments rather silly. I spent £900 on a laptop that has vanishing key decals, and all I get is suggestions to learn touch typing and to paint letters in my neatest handwriting.


    Around 18 months ago I spent £900 on an Asus Zenbook from John Lewis, which came with the extended 3 years guarantee. The laptop is essentially fine, but annoyingly the letters on the keyboard have started to fade. Some commonly used keys like E A S O L and shift are blank or almost gone.

    Apparently the keys can be flipped out and new ones inserted, and I have bought a transparent keyboard cover for £10 to put a halt to further damage. This is first of several computers I have had without this issue, so I do not think it is me, it is a fault based on the quality of manufacture.

    I have contacted John Lewis customer support, but they are saying the problem is not covered by their guarantee, as the guarantee does not cover "cosmetic damage and/or non-functional parts which do not affect the normal use of the product including cabinet trim, scratches and rust". However I would say cosmetic damage is just that, where I scratch or chip the laptop, not something that is a manufacturing fault and effects the proper use of the laptop.

    Grateful if anyone has any thoughts on whether this problem should be covered by an extended manufacturer's guarantee. Also if I just pay to get new keys fitted, what are my options to get the cost of repair plus the cost of keyboard cover back?
    Last edited by cestas55; 08-10-2017 at 3:22 PM. Reason: getting out of here
Page 2
    • scd3scd4
    • By scd3scd4 8th Oct 17, 5:04 PM
    • 448 Posts
    • 364 Thanks
    scd3scd4
    Opps looks like that site is in the USA. Maybe high on the P&P.


    But you get the idea......;-]
    • Diamandis
    • By Diamandis 8th Oct 17, 5:35 PM
    • 28 Posts
    • 58 Thanks
    Diamandis
    I know you said you didn't want replies but have you looked into how much it would be to replace the keys? If it's not a huge amount you could ask JL nicely if they'll consider paying it as a goodwill gesture?
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