Faulty laptop from John Lewis

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unholyangel wrote: »

I think you're getting confused. There is no consideration for what a reasonable person under reasonable circumstances would find reasonable.

I believe your confusion arises from the term requiring goods to be of satisfactory quality - which does take into account what a reasonable person would regard as satisfactory taking into account all relevant circumstances.



While when determining what constitutes a reasonable time, the act instructs the courts on what is to be taken into consideration:

The plot thickens....!

questionsquestions_2

MrsDuck wrote: »

It's always good to be put right by someone who is polite and pleasant when responding and who also backs up what he/she says. It makes a refreshing change

Bingo.....

CardinalWolsey

questionsquestions wrote: »

Yeah, same. Really disappointed. After I sent it in to them as they had asked, and after asking them to contact me by email only, they phoned to say that it wasn't their responsibility and would send it back to me as it was up to me to take it up with the manufacturer.

Except, of course, it is 100% their responsibility. It may well be easier for them (and for you) to liaise directly with the manufacturer, but the legal responsibility most definitely lays with them - as they are the ones with which you have a contract.

I wonder if them returning the laptop to you unrepaired would count as a failed attempt, and you would now have the right to reject. Someone more knowledgable than me care to comment?

Jumblebumble

CardinalWolsey wrote: »

Except, of course, it is 100% their responsibility. It may well be easier for them (and for you) to liaise directly with the manufacturer, but the legal responsibility most definitely lays with them - as they are the ones with which you have a contract.

I wonder if them returning the laptop to you unrepaired would count as a failed attempt, and you would now have the right to reject. Someone more knowledgable than me care to comment?

I would now send them a letter before action if I was willing to wait for the likely lengthy resolution tmescale
This will be looked at by someone senior who hopefully will resolve because I suspect you will not be getting JL to resolve anytime soon
My understanding howerver is that the great disadvantage with sending it back to manufacturer is the JL can then wash their hands of the whole thing once a third party to the contract has become involved.
However the manufacturer will if anything like Dell have a 5 day turnarund

nigsym

I've also had the same problem with John Lewis and a laptop recently:

I bought a Dell XPS laptop approx 2 weeks before Xmas last year (2018). I started using it after Xmas day and noticed a fault with the Z key not responding and a squeaky noise (like a cricket) coming from the SSD - a known fault with Dell laptops (Google 'Dell Coil Whine').

I reported the problem to JL expecting a replacement but as it was 33 days after I purchased it - they are insisting on sending it for repair (John Lewis repair policy apparently). I really didn't want a refurbished laptop I paid nearly 1500 for after only using it for 2 weeks.

I've escalated it as far as I could - including complaining to JL Head Office in London - however there is no moving them.

I've now given up and will send the laptop for repair as soon as I can be without it for up to 28 days - which (further to the previous posts) I don't consider 'reasonable' in any way.

As others have said - JL is now offers no better than the legal minimum - and even then (as they did with me) they will try to pass their responsibility off to the manufacturer.

I will never shop with JL again and have shared this story with anyone who will listen - they just aren't the company they used to be.

Conversely, I've had numerous items that I've had to return to Amazon - some even nearly 5 months after purchase - and I've never had any problem with returning items for a full refund.