John Lewis Refusing Replacement

RMaley

Hi,

In November 2016 I purchased a laptop for £699.95 in a Black Friday deal online with John Lewis. The laptop I purchased was worth around £1200 at the time.

The laptop has since developed an issue at no fault of my own (whilst still under John Lewis' warranty), has been sent for repair, and deemed unrepairable by Lenovo. My guarantee states "If we can't repair your item, we'll replace it with an item of equivalent specification. If no equivalent product is available we'll discuss an alternative settlement with you, and we'll always do our best to make sure that you're satisfied with the outcome". There are equivalent laptops available, however John Lewis are refusing to replace with any of these as I got my laptop in a deal and therefore did not pay full price. They are offering a refund instead which I do not want to take, as I will be unable to purchase a laptop of equivalent specifications now.

Within my guarantee they sent via email at the time, it states "Our guarantee excludes: Any loss suffered as a result of not being able to use the product or any loss other than the repair or the replacement cost of the product". They have pointed me to a section of the website which now states "Our guarantee excludes: Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item". This has obviously been changed in the time since I purchased the laptop.

My arguments then are:
1. Can they change the terms and conditions after I have purchased the product and thus made the contract
2. Would claiming a replacement be deemed as a 'loss' that couldn't be more than the original price paid.

Thanks,
Ryan

marliepanda

A full refund? After having the item for over a year?

Bite their hand off and run far far far far away before they change their mind.

RMaley

For what reason? They have sold me a faulty laptop which is covered under their guarantee.

k3lvc

RMaley wrote: »

For what reason? They have sold me a faulty laptop which is covered under their guarantee.

Which they could replace with a non-faulty 15 month old laptop or new laptop at a similar price to what you paid - not a new £1,200 laptop of your choice


Out of interest how much does a 2nd hand laptop of the same make/model cost on Ebay ?

TrickyDicky101

Having a year's use at no cost to you seems pretty reasonable to me - maybe you could take the refund and search for second hand laptops of the same model (as your refunded item)? The depreciation of most computer equipment should make that feasible shouldn't it?

Shaka_Zulu

RMaley wrote: »

Hi,

In November 2016 I purchased a laptop for £699.95 in a Black Friday deal online with John Lewis. The laptop I purchased was worth around £1200 at the time.

You bought a laptop worth £700 plain and simple and you are due a laptop worth £700 or your money back.

Diamandis

Does the £700 buy you a second hand 15 month old laptop of a similar spec?

KeithP

RMaley wrote: »

Within my guarantee they sent via email at the time, it states "Our guarantee excludes: Any loss suffered as a result of not being able to use the product or any loss other than the repair or the replacement cost of the product". They have pointed me to a section of the website which now states "Our guarantee excludes: Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item". This has obviously been changed in the time since I purchased the laptop.

Wayback Machine shows us that on 09 September 2016, i.e. before your purchase, their laptop guarantee included:

Guarantee won’t cover:

Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item

So their website has not "obviously been changed in the time since I purchased the laptop".

[Deleted User]

RMaley wrote: »

Hi,

In November 2016 I purchased a laptop for £699.95 in a Black Friday deal online with John Lewis. The laptop I purchased was worth around £1200 at the time.

No, it wasn't. It was worth £699.95.

DoaM

RMaley wrote: »

In November 2016 I purchased a laptop for £699.95 in a Black Friday deal online with John Lewis. The laptop I purchased was worth around £1200 at the time.

What's your rationale for that statement? Were other retailers selling the same item for £1200 at that time, or were they all selling around the £700 mark?

If your rationale is ... "JL listed the RRP as £1200 but it was on sale at £699.95" ... then you bought a laptop with a real value of £699.95 at that time.

As per above ... bite their hand off and run away with the £699.95.

photome

I am with everyone else, you bought a laptop for £700 ( not £1200) and getting a full refund after a year is a result.