Faulty laptop from John Lewis

questionsquestions_2

I bought a new laptop from John Lewis online in early October. Around 26th November, keyboard and mouse fault became apparent, which made laptop unusable for essays etc. I phoned john lewis at that stage but they said they could only help if I sent / took the laptop in to them. It was nearing the end of term and I was working on a uni assignment with lots of research, notes and drafts on the laptop and I live over 2 hours journey from my nearest shop, so I did not have time to do this. After the assignment was completed (using borrowed / old equipment) I sent it in to them on 19th December.

They have now had the laptop for 2 weeks and are refusing to refund or replace it. They say because the fault didn't occur within first 30 days they have option to repair it, but now I am left £550 down and without a laptop to do uni work before I start back on 7th January. They have given no timetable for repair. They have so far ignored my complaints that the laptop was sold to me faulty and it is not acceptable for them to repair it, as I was sold a "brand new" machine and as such did not expect it would be unusable for weeks at a time.

The latest message I have from them simply restates their position that they don't want to replace or refund and have a right to attempt repair and they will "get back to me about this".

Any advice on how to proceed now? Very stressed that I'm going to be without a computer with uni work looming. I really need to be working on this today, not researching the consumer rights act

hollydays

If you were able to borrow a laptop, why didn't you send it back then?

neilmcl

After 30 days they are indeed legally allowed to repair the laptop, but they are only allowed a single attempt at repair and it should be carried out within a reasonable period and should not cause a significant inconvenience.

If you sent it on the 19th then they haven't had it for 2 weeks, not to mention the fact that it's the Xmas holidays as well.

Barny1979

questionsquestions wrote: »

Any advice on how to proceed now? Very stressed that I'm going to be without a computer with uni work looming. I really need to be working on this today, not researching the consumer rights act

They are correct, they can attempt a repair, you can use the uni computers in the interim.

questionsquestions_2

Thank you, how long do you think is a reasonable amount of time?

questionsquestions_2

hollydays wrote: »

If you were able to borrow a laptop, why didn't you send it back then?

As I said in my OP, I already had lots of research, notes and drafts on the laptop that I could not afford to lose. Plus formatting computers and sending them takes time that you simply don't have when approaching assignment deadlines and trying to earn a living at the same time.

questionsquestions_2

Barny1979 wrote: »

They are correct, they can attempt a repair, you can use the uni computers in the interim.

This is just not realistic, I have a job and will also be on work placement 35 hours a week as of next week. I need a computer of my own that I can use wherever and whenever. It's why I bought a new, expensive machine from a company with a good reputation ��

powerful_Rogue

questionsquestions wrote: »

As I said in my OP, I already had lots of research, notes and drafts on the laptop that I could not afford to lose. Plus formatting computers and sending them takes time that you simply don't have when approaching assignment deadlines and trying to earn a living at the same time.

I'm sorry but thats nonsense. Upload to the cloud, email to yourself, transfer via home network, memory stick, sd card ect


Formatting a PC? A couple of clicks and you leave it to get on with it.

Barny1979

questionsquestions wrote: »

This is just not realistic, I have a job and will also be on work placement 35 hours a week as of next week. I need a computer of my own that I can use wherever and whenever. It's why I bought a new, expensive machine from a company with a good reputation ��

Unfortunately things go wrong in life, if you really want to do well in your degree, you will make it happen. What about your weekends?

questionsquestions_2

powerful_Rogue wrote: »

I'm sorry but thats nonsense. Upload to the cloud, email to yourself, transfer via home network, memory stick, sd card ect


Formatting a PC? A couple of clicks and you leave it to get on with it.

I'm not asking for academic advice, advice on doing a viva or managing documents and work. But thanks all the same.

Do you and @barny1979 work for John Lewis or something? ��

Barny1979

questionsquestions wrote: »

Do you and @barny1979 work for John Lewis or something? ��

Nope, but I work full-time and I'm doing a Distance Learning Masters.