John Lewis distance purchase

jazzthat

So I will keep it short . 
Due to covid , our son was getting seriously bored and ask us to get   a MacBook Pro as he wanted to learn programming etc . 
None of us have a clue about computers and we opted for cheapest one ( well not that cheap ! ) . 
Week later my son complaint that there's not much space left on the hard drive ...
I then emailed JL that I would like to swap it with the same laptop but with more storage . 
The answer was , I cannot , because it was opened ,used and personalized.
I have since sent a letter ( downloaded from citizen advise web ) that I would like to cancel the contract and they have 14 days to respond . It's been pretty much 14 days , though not working .
I rang them and found out ,that the case has been passed onto after sale customer service and they must be busy etc .
What should I do next ?
What are my rights here ? Is JL right that I cannot return for exchange or refund ?
Just to clarify , it was online purchase.

[Deleted User]

 Yes they are right if you have installed software etc as it's no resealable and in original condition 

jazzthat

Thanks . I should have added that I had spoken with apple and they told me that word ' personalised ' shouldn't applied to this product as it can be reset to factory settings .
On the other hand online purchase is different to store purchase and it says that a product can be opened and used and I don't even need to tell the reason for changing my mind .
I am Totally confused 

photome

I think JL are right. The pc has been used. Would you want to buy a used PC ?.   If it was faulty then of course you should be able to return .  You could maybe negotiate with them given you want to purchase a different laptop

JosephK

Try an external hard drive or cloud storage for extra space? It is now a used rather than faulty PC.

[Deleted User]

See exemptions 

https://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations#cancelling-goods-and-services

jazzthat

photome said:

I think JL are right. The pc has been used. Would you want to buy a used PC ?.   If it was faulty then of course you should be able to return .  You could maybe negotiate with them given you want to purchase a different laptop

From my perspective , big retailers deal with brands directly , therefore accepting a case that they will have to deal with opened , used items that customers simply don't find good to them . I believe they send them back to manufacturers , hence we see refurbished items for sale .
And yes , I am trying to talk to JL that I would like to spend more money . Not sure if they want to here that though .

£1200 is quite a bit of money and not allow customers to try and return if they don't like it is not right .
Had I known I would have bought it directly from apple . They have 14 days no hassle return . 

hollydays

jazzthabt said:

photome said:

I think JL are right. The pc has been used. Would you want to buy a used PC ?.   If it was faulty then of course you should be able to return .  You could maybe negotiate with them given you want to purchase a different laptop

From my perspective , big retailers deal with brands directly , therefore accepting a case that they will have to deal with opened , used items that customers simply don't find good to them . I believe they send them back to manufacturers , hence we see refurbished items for sale .
And yes , I am trying to talk to JL that I would like to spend more money . Not sure if they want to here that though .

£1200 is quite a bit of money and not allow customers to try and return if they don't like it is not right .
Had I known I would have bought it directly from apple . They have 14 days no hassle return . 

If you spend that kind of money, it would have been sensible to research this first .

Aylesbury_Duck

As suggested, I'd buy extra external storage. How has your son managed to fill the hard drive in such a short space of time if he's learning programming on it?  Have you actually checked that he knows what he's doing and the hard drive is actually full?

jazzthat

hollydays said:

jazzthabt said:

photome said:

I think JL are right. The pc has been used. Would you want to buy a used PC ?.   If it was faulty then of course you should be able to return .  You could maybe negotiate with them given you want to purchase a different laptop

From my perspective , big retailers deal with brands directly , therefore accepting a case that they will have to deal with opened , used items that customers simply don't find good to them . I believe they send them back to manufacturers , hence we see refurbished items for sale .
And yes , I am trying to talk to JL that I would like to spend more money . Not sure if they want to here that though .

£1200 is quite a bit of money and not allow customers to try and return if they don't like it is not right .
Had I known I would have bought it directly from apple . They have 14 days no hassle return . 

If you spend that kind of money, it would have been sensible to research this first .

Now I know that ...

jazzthat

Aylesbury_Duck said:

As suggested, I'd buy extra external storage. How has your son managed to fill the hard drive in such a short space of time if he's learning programming on it?  Have you actually checked that he knows what he's doing and the hard drive is actually full?

He does other stuff like photo and video editing .
If worse comes to worst an extra storage will be a must .