Feel so let down by a major store I trusted.

We bought some chairs at JL earlier this year which we then needed to return.....the palaver involved was unbelievable. Really put me off and normally I love them.

You have Consumer Rights for 6 years in England. It’s often easier to use this than your warranty, which seems not to be worth the paper it was written on. Even if you bought a secondhand item you still have legal rights, if the item is not of satisfactory quality, unusable or not as described. In your case your rights are even stronger as your laptop is under 6 months. Citizens Advice Bureau have an online tool to help you: https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/ .

It’s worth sending a strongly worded email to their customer service department, stating how they are contravening your legal rights and detailing the rigamarole they’ve put you through. Customer advisors in the store are often unaware of this, and they’re not paid at a salary level to care.

And if you still don’t have any joy (which shouldn’t be the case) right them an open complaint letter on Twitter. You won’t get sued OP, can you imagine the PR on that? “Major retailer sues woman for openly complaining about faulty product”. It’s not worth the reputational risk or the salaries of the employees that would have to deal with it.

I have bought multiple laptops from John Lewis including Asus ones, in the past and I had issues with 2 of them. One was dd2's and they gave her another laptop to use whilst hers was being repaired (she was at university).

I doubt Curry’s will be any better

The consumer rights act is between you and the retailer, a warranty is something given to you by a manufacturer separately to your consumer rights. The retailer is the body that you report warranty claims to in the first instance as for most products there isn’t a physical shop for that brand. Eg, if you buy an LG TV, there isn’t an LG shop you can walk in to for service, so you would go back to where you purchased it from. You can however go on the LG website and ask for repair / service directly if you don’t want to go via retailer.

The retailer has a responsibility to provide a repair within the first year, or a refund within the first month for defective products. There isn’t a timeframe set out by which they have to complete that service, and as mentioned upthread it is likely the product gets sent abroad to fix so takes weeks. As long as the retailer has provided that service, whether you feel the timeframe is reasonable or not, they aren’t in breach of the consumer rights act. If you prefer a refund for the goods, you can ask for this instead. However, it’ll be partial - pro rata, so usually (product cost divided by 6 years which is how long you’re covered for, minus the length you had the product for).

Me, too.

Especially the ones with the travelators or moving walkways, whatever they're called; where the trolley 'sticks' to the incline!

I thought when you buy something from a shop your contract is with them NOT the manufacturer.
If they have sold you something not fit for purpose (breaking in the first year) then you should not be left w/o while they send it off for repair.

Your warranty isn’t with the retailer, but with the manufacturer as the retailer doesn’t make the product. Under their ‘guarantee’, they will send off for a repair on your behalf. This will take a considerable amount of time. You can claim your warranty with Asus directly if you have the receipt to prove purchase date.

The 1 month is for the store to replace; after that the electrical item gets sent to the manufacturer who either repairs or replaces.

You're lucky! It's by far the laptop brand I have calls to repair the most; and because of how they're made the smallest issue could be either super expensive or impossible to fix

I'm writing this on an Asus laptop which I've had for over two years with no issues whatsoever. It wasn't particularly cheap either.

I think she was making a joke 😁
Although I do find a trip to a massive Tesco much more exciting than JL 😂

I mean it's standard to expect them to send the laptop to the manufacturer for repair. It usually takes a while because it will be somewhere abroad.

It sounds like you were impatient, it wasn't their fault you're only just getting round to taking it back 4 months later, it obviously wasn't a problem that stopped you using the laptop.

The easiest and fastest route would have been to just take it to your local computer repair shop, mine would do it for free because he's nice but it would only be a few quid if yours charges.

Tesco isn’t a department store @Bogginsthe3rd

And given the crap after sale service, definitely John Lewis.

This. @Landladyissues If you paid by credit or debit card, you may be protected. Contact your card issuer and tell them you have bought an item not fit for purpose and want to raise a charge back (if debit card) or a Section 75 claim (if credit card).

They can’t possibly only offer a months warranty on a laptop. You have the legal right for something to last as long as is “reasonable” for the price paid. You don’t have the right to just change your mind, but if the item is genuinely faulty they need to refund or replace

Department store with an associated supermarket can only be one brand… associated with soppy Xmas Ads

Quite standard for electrical items; 1 month and the store will replace after that it's down to the manufacturer to repair or replace; for the remainder of manufacturers guarantee.

That’s interesting @CosyLemur but I can assure you that it had only been opened a couple of times and not misused at all. Maybe it was you who was at the other end of my unsuccess call to JL! 😩