John Lewis lost my laptop when repairing

slightlyconfused_3

I took my Macbook in to John Lewis as, still under guarantee, it needed a new battery. A month later, and after several calls to chase, they have told me today that it has been lost.

Thankfully everything had been backed-up (they know this too). They have offered a slightly higher spec model (but it is discontinued) but it is an ex-display model. Its value is £965 and the one I bought in 2009 was £1120. As "compensation" they have offered a free 2 year guarantee.

What are your thoughts? Is this reasonable or am I entitled to the same monetary value or even a cash refund (the lady I spoke to today told me they wouldn't offer a cash refund but I would be happy with this). Could I also choose a completely different model (still Apple) provided he cost was less than what I paid? I guess what Im asking is to they have to replace the value or something of an equal spec?

Any info / thoughts would be welcome.

Thank you

Zandoni

I'd go for same spec or better model.

Wouldn't touch something that has been on display, I'd consider that second hand.

geri1965_2

I think it's reasonable. Prices of computers tend to come down, so the price paid is irrelevant. The ex display might be "second hand" (arguable) but so is the one that was lost.

vyle

They will replace same spec or better, but not value, unless you were one of the lucky types to get a super low priced, really high spec laptop (which the manufacturer realised was so good that they discontinued, and then put the best features in an overpriced model -- looks at sony) that's no longer available and the closest specis a much more expensive model.

I'd steer clear of the display model and insist on the newer model when it comes out, which should be soon if it's not already out.

JL will be billing their repair agentfor the replacement anyway, unless it was lost before leaving the store so it's not like they have any reason to say no, providing you can wait a few more weeks. I expect you have a loan laptop seeing you through. If you don't, ask for one.

McKneff

Yes, I agree, I wouldnt touch a display model, gawd know how long its been there, how many folk have faffed about on it.
I too would class it as second hand.

Stand your ground, they lost it, they should at least put you in the position you were in before all this happened.
Good luck.

Esqui

McKneff wrote: »

Stand your ground, they lost it, they should at least put you in the position you were in before all this happened.

Wouldn't that be with a working, but slightly used, laptop? (just putting that out there!)

shaun_from_Africa

Wouldn't that be with a working, but slightly used, laptop?

But one that had been used by people unknown to the OP, and may well have been treated roughly.
I've seen people in some shops treating display computer keyboards as if they were drumsets.

The display model may also have been in the shop for months and left turned on all day 7 days a week, which is never a good idea if the battery is fitted.

The_Pedant

The price I wouldn't go too much on. Laptops do change in price and so an equivalent or slightly better model may well be cheaper since you got yours. I'm only slightly aware of the Macbook specs & so not sure if it's worth doing a side by side feature comparison to ensure it's a suitable replacement.

The possible treatment of the battery for an unknown period of time whilst on display would be the big case against accepting an ex-display model for me.
I would also want to fully inspect any possible replacement to check for any marks in the screen or case & to compare it against the one that was lost.

If it was pretty new & they were willing to replace or cover the battery under warranty I might be tempted ... as you'd effectively be getting a nearly new laptop for one over a year old.

vyle

The_Pedant wrote: »

The price I wouldn't go too much on. Laptops do change in price and so an equivalent or slightly better model may well be cheaper since you got yours. I'm only slightly aware of the Macbook specs & so not sure if it's worth doing a side by side feature comparison to ensure it's a suitable replacement.

The possible treatment of the battery for an unknown period of time whilst on display would be the big case against accepting an ex-display model for me.
I would also want to fully inspect any possible replacement to check for any marks in the screen or case & to compare it against the one that was lost.

If it was pretty new & they were willing to replace or cover the battery under warranty I might be tempted ... as you'd effectively be getting a nearly new laptop for one over a year old.

The battery thing is only really an issue with macbooks as you can't take them out, now, but most shops don't put the battery in display laptops to save them being ruined.