John Lewis - Customer Service / Guarantee

MikeBart

I'm assuming that is when it happened. It'd not been moved or touched since I last used it so unless it happened on it's own (very unlikely) then that is when it must have happened.

neilmcl

MikeBart wrote: »

By opening it by the top right-corner it's not classed as misuse I would imagine.

I'd have to disagree on this point as well. Opening the lid by just one corner does put undue strain on the screen and if this is something you do on a regular basis then it could be seen a misuse.

Hintza

makapo wrote: »

The way I understand it, that's why in the first 6 months the onus is on the retailer -- because most manufacturing faults will be evident within 6 months. After 6 months, some manufacturing faults will manifest but retailers won't have to pay because the buyer won't want to go to the trouble and risk the cost of an independent report. Swings and roundabouts.

OK I got you now.

MikeBart

makapo wrote: »

Any kids in the house?

There are no kids or pets in the house.

Hobbity

John Lewis customer service is really great so I can't imagine you will have a problem taking this back and getting a replacement if this is a genuine complaint...for me, one of the main reasons for buying at JL is precisely that-I know if I have a problem I can go straight back to them and they'll help, no faffing about or explaining things fifty million times!

markybaby

It would be nice if JL pay to get this fixed. Toshiba will not touch it under the manufacturers warranty and JL will have a bill over over £300 to pay if they do it for you. Like I say it would be nice but they can't give out £300 to everyone who asks. Maybe they will be kind enough to offer you a deal on a replacement? The other option is to go on ebay and buy a screen and replace it yourself. It is very tricky but will work out a lot cheaper than paying full retail for the screen from Toshiba, plus shipping and labour costs. Here is an example
http://cgi.ebay.co.uk/TOSHIBA-SATELLITE-A300-1T2-15-4-LAPTOP-LCD-SCREEN_W0QQitemZ120433620435QQcmdZViewItemQQptZUK_Computing_LaptopAccess_RL?hash=item1c0a6735d3#ht_3109wt_1058
Good Luck

moonrakerz

makapo wrote: »

isn't it up to JL to prove that it isn't a manufacturing fault?

Yes - if it didn't have physical damage like yours has. You would have to prove that this damage was not caused by your mishandling of the item.

cleo1299

moonrakerz wrote: »

Yes - if it didn't have physical damage like yours has. You would have to prove that this damage was not caused by your mishandling of the item.

The OP doesn't have to prove anything. The onus is on the retailer to show that it's not a manufacturing fault.

vyle

Before flying in demanding SOGA this and that, don't forget you have a 2 year warranty which may cover the fault if the department is being kind.

They could initially refuse it, though, because of the nature of the damage. I've seen people bring in cameras that are 'fault' because the lens jams, only to find it severly dented, scratched and looking like it had been thrown at a rhino.

The department may take it off your hands and send it to toshiba to see if they'll do anything, but it'll likely come back with a resounding "no" and the offer to fix it for money.

At that point, you'd need to try the SOGA, but I think it would be quite easy to prove it wasn't a manufacturing fault. You should only open laptops from the middle, because opening from one corner or the other puts a lot of stress on the casing.

moonrakerz

cleo1299 wrote: »

The OP doesn't have to prove anything. The onus is on the retailer to show that it's not a manufacturing fault.

In this case the first response from the retailer (unless he is very lucky) will be:- "you broke it", he will have great difficulty disproving that if he then decides to use SoGA and takes it to Court !
Physical damage is not caused by a manufacturing fault.