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Original poster

Feel so let down by a major store I trusted.

157 replies

Landladyissues · 31/03/2025 09:35

In December last I thought the time had come to buy a new laptop. There is a major High Street Department store I trust, in Oxford Street. I have a shoulder impingement so can't carry, and am getting on a bit, added to which I don't know much about computers so I waited until my daughter could come with me to help choose. The ASUS laptop I chose wasn't in stock but needed to be picked up from my local associated supermarket. And I picked it up on January 2nd. My daughter set it up a few days later. It seemed fine. But I noticed that the hinge guard popped out if the screen was beyond a certain angle. In fact, when I looked at the laptop from the side, it looks as though the hinge isn't properly in line. I told daughter and she said it should be under warranty. I had a virus that hit me for 6 in February and I planned to take it back to Oxford Street hoping to exchange it, possibly for a sturdier model. But couldn't do this alone. Eventually, last week, after weekends of daughter not being available, I called the store and was told it was out of warranty - the warranty only lasted a month. I was kept an hour on the phone as the adviser kept asking me to hold as he spoke with his manager. As a 'concession' he agreed to take the laptop away for repair - but that I would have to save everything on it and he had no idea how long I'd be without a laptop. I spoke with some friends who know laptops and they said that they felt the laptop was sub-standard. But I can't really fight my corner and I can't last without a laptop. I complained but got nowhere. The laptop works so I suppose I'd just better live with it. But next time with electrical appliances, I'll use Curry's!!

Am my expectations unreasonable.

OP posts:
LittleBearPad · 13/04/2025 19:39

GreenCandleWax · 13/04/2025 17:06

Whether it is under warranty or not is irrelevant. Under the law the item must be fit for purpose when sold, and if it is not, you are entitled to a complete refund. Do not be fobbed off with a repair offer, or with them saying they cannot act as out of the very short warranty period. What counts is whether the period of use was "reasonable", so for example if this fault developed after years that would not count as reasonable. But a matter of weeks is a reasonable period in which to find that your new computer does not function properly. Any business selling this to you will know this about the law, even if they try to fob you off with a repair. And a large national retailer has no possible excuse for not immediately refunding the computer cost or replacing it, whichever you choose. Imo they also need to compensate you for the expense and inconvenience of transferring your data to a new computer.

The laptop does function.

LittleBearPad · 13/04/2025 19:38

ShockedandStunnedRepeatedly · 13/04/2025 16:05

Exactly - contact customer services.

Show quote history

It was likely the return period not the warranty

GreenCandleWax · 13/04/2025 17:06

Whether it is under warranty or not is irrelevant. Under the law the item must be fit for purpose when sold, and if it is not, you are entitled to a complete refund. Do not be fobbed off with a repair offer, or with them saying they cannot act as out of the very short warranty period. What counts is whether the period of use was "reasonable", so for example if this fault developed after years that would not count as reasonable. But a matter of weeks is a reasonable period in which to find that your new computer does not function properly. Any business selling this to you will know this about the law, even if they try to fob you off with a repair. And a large national retailer has no possible excuse for not immediately refunding the computer cost or replacing it, whichever you choose. Imo they also need to compensate you for the expense and inconvenience of transferring your data to a new computer.

lemmein · 13/04/2025 16:14

doodoodahdah · 04/04/2025 09:54

You'd get better customer service buying a laptop from Amazon! Might as well take your chances there. High street retailers? They're all utterly useless.

Unfortunately this is true.

I bought a Polti iron (£250) from Amazon that developed a fault about 9 months after purchase. They replaced it with a brand new one sent the next day!

ShockedandStunnedRepeatedly · 13/04/2025 16:05

rosemarble · 31/03/2025 10:35

Eventually, last week, after weekends of daughter not being available, I called the store and was told it was out of warranty - the warranty only lasted a month.

That doesn't sound right.

Exactly - contact customer services.

Original poster
Landladyissues · 13/04/2025 16:03

Hi to Swirlythingy.

You sound really feisty. I feel sad more than anything else. It feels like the end of an era. Maybe I'm wrong but I always felt that the reputation was earned. And had my health been better, I would have noticed and reported the issue straight away. Did I mention that in January I went down with the most prolonged virus of my life. I am sure I've been more sick for 24 - 48 hours before but this went on and on - not nausea, but more flu-like - totally weak and dizzy and yes, muddle-headed. But I realise it sounds like a lame excuse for inaction!

Does anyone else worry that the store/its associated supermarket might be facing financial issues?

OP posts:
FitAt50 · 13/04/2025 15:31

I was a John Lewis Manager for over 10 years and 100% back up the suggestion to contact the Chairman by email. Complaints that get sent to the Chairman are always flagged up and stores were always terrified of getting a call from 'the chairmans office' as we always had to bend over backwards to get all the information back to their PA and resolve the issue if we could.

Swirlythingy2025 · 13/04/2025 15:28

You’re not being unreasonable you’re being loyal, and they took that for granted. That’s their mistake. You trusted a name, gave them time, patience, and the benefit of the doubt. In return?

Dismissed, delayed, and handed a substandard product. If this were business, I’d say: document everything, escalate hard, and never let them control the narrative.

You still can write to head office. And yeah, next time? Go where the service matches the price tag. Loyalty's earned, not assumed.

LittleBearPad · 13/04/2025 15:20

Landladyissues · 31/03/2025 09:35

In December last I thought the time had come to buy a new laptop. There is a major High Street Department store I trust, in Oxford Street. I have a shoulder impingement so can't carry, and am getting on a bit, added to which I don't know much about computers so I waited until my daughter could come with me to help choose. The ASUS laptop I chose wasn't in stock but needed to be picked up from my local associated supermarket. And I picked it up on January 2nd. My daughter set it up a few days later. It seemed fine. But I noticed that the hinge guard popped out if the screen was beyond a certain angle. In fact, when I looked at the laptop from the side, it looks as though the hinge isn't properly in line. I told daughter and she said it should be under warranty. I had a virus that hit me for 6 in February and I planned to take it back to Oxford Street hoping to exchange it, possibly for a sturdier model. But couldn't do this alone. Eventually, last week, after weekends of daughter not being available, I called the store and was told it was out of warranty - the warranty only lasted a month. I was kept an hour on the phone as the adviser kept asking me to hold as he spoke with his manager. As a 'concession' he agreed to take the laptop away for repair - but that I would have to save everything on it and he had no idea how long I'd be without a laptop. I spoke with some friends who know laptops and they said that they felt the laptop was sub-standard. But I can't really fight my corner and I can't last without a laptop. I complained but got nowhere. The laptop works so I suppose I'd just better live with it. But next time with electrical appliances, I'll use Curry's!!

Am my expectations unreasonable.

Not entirely sure why you think Curry’s would do something different? If it needs to be repaired it needs to be sent away.

LittleBearPad · 13/04/2025 15:17

Allseeingallknowing · 13/04/2025 15:12

https://researchbriefings.files.parliament.uk/documents/SN06588/SN06588.pdf
Might help.

Not really. JL have offered to get it repaired. That’s what they need to do. .

LittleBearPad · 13/04/2025 15:15

Ask your daughter to help you back you the laptop.
Then send it away for repair as JL have arranged.

What do you need your laptop for in the meantime? There may be an alternative.

Allseeingallknowing · 13/04/2025 15:12

https://researchbriefings.files.parliament.uk/documents/SN06588/SN06588.pdf
Might help.

Hayley1256 · 13/04/2025 15:01

Have you tried to contact Asus directly as it should have a 12 month manufacturers warranty

OneMellowGreenQuoter · 13/04/2025 14:57

Who would have thought JL would let you down like this. No doubt you explained mobility issues, surely customer service should be better than this. Not everyone is totally IT literate to back up files etc and how are you meant to manage for weeks without a working laptop. At the end of the day it should not have broken within months of purchase and JL should be more helpful. What can you do now JL have let you down?

Original poster
Landladyissues · 06/04/2025 08:49

Thanks so much re the Waitrose offers - the laptop works - I'm using it at the moment. I don't know what I'd do without it - just the plastic hinge cover pops off because the hinge isn't properly aligned. It just seems so plasticky made - I am now used to popping the plastic back into place before I try to close down the lid.

OP posts:
Everysand · 05/04/2025 09:45

You don't need the Waitrose app for the offers, you can log in on a laptop, well when its mended😬 and just add the offers to the card. I don't have the app as it clutters up my phone

Original poster
Landladyissues · 05/04/2025 09:16

I wouldn't dream of having a meltdown with anyone - I am not a meltdown person. I am the sort that gets walked over. Interestingly someone mentioned Amazon. I bought, believe it or not, a Hyundai lawnmower through Amazon - with a three year warranty and the drive shaft (or perhaps belt) broke in the third year. My daughter called and was disconnected a few times - but she is a persistent soul and they collected the lawnmower and delivered a new one in the week. I suppose I had no idea that buying a laptop didn't have more of a warranty. Maybe you're right, Amazon is the way to go. But the technology department in the department store does look so swish, doesn't it. The only gripe I have against Waitrose is that they used to give us loyal customers a free newspaper. Now their offers are via an App on a mobile phone - and I don't have the App! And yet, I can't help feeling I'm in the age group that is typical of their customers - the sort that looks for parking as they can't drag their shopping too far.

OP posts:
TY78910 · 04/04/2025 16:06

PinkTyre · 04/04/2025 13:52

@TY78910

Having to wait an hour on the phone for customer service is ridiculous. I get so annoyed by it these days, or getting an automated response - that I tend to look up the CEO.

I think there needs to be more ‘treating people as individuals’ rather than robots/follow a flow chart type service.

The OP has had difficulties, and isn’t hugely out of warranty.

OP was on the phone troubleshooting / getting assistance for an hour, not waiting on hold for a rep for an hour. This warrants feedback not a meltdown to the CEO!

PinkTyre · 04/04/2025 13:52

@TY78910

Having to wait an hour on the phone for customer service is ridiculous. I get so annoyed by it these days, or getting an automated response - that I tend to look up the CEO.

I think there needs to be more ‘treating people as individuals’ rather than robots/follow a flow chart type service.

The OP has had difficulties, and isn’t hugely out of warranty.

TY78910 · 04/04/2025 10:32

PinkTyre · 04/04/2025 09:15

@Landladyissues

ALWAYS find out the CEO email address and demand action.

Might be this?

[email protected]

Genuinely, what action?

Just in the interest of being concise, this may come across as blunt:

OP buys laptop, takes her time to set it up, after a month realises it’s broken.

As she is outside of the statutory 30 day period to have a replacement or refund on the spot, she is offered a repair service

Retailer sets up the service

^ this is it in a nutshell - the retailer hasn’t done anything wrong / is supporting OP

things OP can be upset about is more the experience so:

having a lengthy conversation of 1h on the phone

duration of the repair

^ whilst those things are annoying, they’re not unreasonable. Assistant on the phone was going back and forth with their manager to try and work out a solution for a customer with mobility needs / data back up issues - that conversation will take a while. Duration of the repair is what it is. It’s not for JLP to dictate how long Asus take to repair their appliance / ins and outs of how the repair structure is set up by the manufacturer. JLP sell thousands of brands - they really won’t be handling their own repairs!

doodoodahdah · 04/04/2025 09:54

You'd get better customer service buying a laptop from Amazon! Might as well take your chances there. High street retailers? They're all utterly useless.

TryForSpring · 04/04/2025 09:48

PinkTyre · 04/04/2025 09:15

@Landladyissues

ALWAYS find out the CEO email address and demand action.

Might be this?

[email protected]

Nish is no longer the CEO and his role is ending, which is why I posted the new Chairman’s contact details above for OP.

PinkTyre · 04/04/2025 09:15

@Landladyissues

ALWAYS find out the CEO email address and demand action.

Might be this?

[email protected]

Moulook31 · 04/04/2025 08:46

John Lewis! I have had two very bad experiences with John Lewis and Waitrose with regards to customer service. I now avoid those shops.

Original poster
Landladyissues · 04/04/2025 08:42

I am 68 years old! When I was at school, maths was worked out on paper - with the advanced 'technology' of a log table - my father used a slide rule. Some time when I was at home bringing up kids, computers were introduced to the work place. When I returned to work (my youngest went to primary school) I had to apply for a job by entering information onto a form - and was told to type it in a prescribed typeface and cut and paste it onto the form. Yes - you've guessed it. I worked out the typeface bit, measured the space and used scissors and glue. Then I photocopied the form and gave it to the manager. I got the job - and have since learned to cut and paste!! I have persevered, but the moment someone uses computer jargon, I panic. So someone asked me if I back up onto a cloud...? Well, I sometimes use a memory stick - does that count? OK, so now everyone thinks I'm a halfwit and perhaps I shouldn't buy a computer, but I do need email (not backed up) to catch up with people I can't get out and see (did I mention that I have a disability so I can't get out and about so much and certainly can't carry a laptop up to London) - and I play Wordle, Quordle and Duotrigordle daily and sometimes vent on Mumsnet! I also write a bit, so I guess that's what I should back up!! Thanks to you guys for your amazing advice.

OP posts:
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