Feel so let down by a major store I trusted.

You actually can incorrectly open a laptop and damage the hinge. I do laptop repairs and most of the time it's the hinge where the screen/lid has either been opened harshly or pushed back too far.

There’s a trend here! Also purchased two JL Chromebooks for the DC. One had a broken/wonky hinge. Sent off for repair. They claimed it was user error. It certainly wasn’t - how can you incorrectly open a laptop?! Never got anywhere, it came back after weeks, had an hour long conversation with their so-called customer service helpline and got nowhere. (Saying that, I’ve never quite forgiven them for changing my name to Mrs Husband’s Name when my wedding list stuff was delivered, and a lot of it was damaged too! Had to return to store in person, at which point a male assistant looked at new DH and told him he had ‘one like me’, ie someone who complains about bad service! They’re a farce from start to finish and not at all true to their so-called values.)

Your first mistake was buying an Asus they're the worst laptops you can buy which is why they're so cheap. Your second mistake was not taking it back in time, I know you had a virus in February but the issue was there when you first brought it, surely your daughter could have taken it back for you?

I think you’ve misunderstood what they said about warranty
in a very short timeframe as in days your warranty would be an exchange

after that it’s a repair which is what they’ve done

they’ve done exactly what they should of

I would query 1 month Warranty at a guess I’d say the 1st month warranty is with them then after that the rest of the warranty is with the manufacturer

I bought a laptop online from John Lewis, it was supposed to be delivered to my local corner shop (via Evri) the next day. I had a notification from JL that it had been delivered but it wasn’t there, and the Evri website said it was still in transit. I contacted JL who were very unhelpful and said that hopefully it should arrive soon. This went on for a few days until I contacted them via Twitter, at which point they sent me a replacement to my door, using a different courier. The original was still showing as in transit on the Evri site months later!

I won’t be buying anything else from them in a hurry….

One month warranty sounds odd … have you checked your paperwork?

Tesco express ?

If it was a brand new laptop, the warranty should have been 2 years, surely? Nothing comes with a 1 month warranty! Contact them again and stand your ground. Tell them that the laptop must be fit for purpose under the Consumer Rights Act.

John Lewis customer service has gone massively downhill in the last 5 years or so. Used to give you peace of mind buying from them, but no longer. I bought a HP laptop from them last year, which I use for my freelance work. After several months, I noticed on MS Teams calls, the audio would keep cutting out and making a high-pitched buzzing sound intermittently. Then also noticed a shadow in one corner of the screen. WiFi connectivity was also poor.

Laptop had a 2 year warranty and I contacted JL about 9 months after purchase. Initially they kept asking whether I had done all the trouble-shooting steps, which were irrelevant as the laptop was clearly faulty. Eventually they agreed to take it in for repair but refused to refund. They said they would have it for up to 21 days. I explained that I need the laptop for my work and cannot earn if I cannot work. They weren’t interested.

So then I had to copy everything from my laptop onto a removable hard drive and wipe the laptop, which was a pain. I dropped the laptop into JL and thereafter there was no further update on the repair, despite repeated calls and emails to JL. Eventually, the laptop arrived back out of the blue 30 days later with a note explaining all the repairs they had carried out. They had pretty much replaced everything, including the motherboard! Surely it would have been better just to replace the laptop.

In the meantime I had had to buy a new laptop for my work, as I just couldn’t be without one for a whole month. So I now had a refurbished laptop I didn’t want or need. I sold it on EBay to recoup part of the costs. But the whole experience left a very bad taste in the mouth and JL have gone right down in my estimation, especially for high-price electricals.

I also had a problem with the purchase of a new HP laptop from JL. Went wrong very quickly, well within their 2 year guarantee. Never managed to get them to fix that problem or funnily enough a hinge. I buy nothing from them by choice. Occasionally I take my mum or DC in. Staff on the shop floor are lovely, as always.

There's just John Lewis and Selfridges now.
The rest have gone.

Never buy a laptop at John Lewis. I did a few years back and it wouldn't connect to the internet. Took it back to the shop about three weeks later so still in warranty. They agreed it was faulty. Their guarantee that everyone thinks is great is a shocker. It states that they will repair it with a turn around time of six weeks and this is what I was offered. I went ballistic - how was I supposed to do without my work computer for six weeks (I'm freelance) - and refused to leave until I was given a refund. Manager was called down, massive argument, and about an hour later they gave me my money back. I thought that sort of thing was all in the past. Not so. A couple of years ago my Apple airpods stopped working. Took them to the Apple store who confirmed that they could not be repaired and gave me paperwork confirming this to take to JL. They woudn't accept it and as per their utterly shite warranty insisted on sending them away for repair. When I asked about the timescale I was told 'weeks' which is what it was. Weeks later they confirmed that they couldn't repair them but instead of being offered a brand new pair of airpods, their warranty states that a reconditioned replacement will be offered. Just terrible from start to finish. You have been warned!

Ah OK - I don't know Oxford St that well.

Is this John Lewis? There's no reason not to say so here, OP: it's not the BBC and describing your experience is not libel.

If it’s John Lewis they have a two year guarantee on their ASUS laptops.

A laptop ought to last longer than a month, never mind the warranty. Contact them again and say that the laptop is not fit for purpose and you want it replaced; mention your statutory rights. It might also help to leave a negative trustpilot review. Good luck.

Pretty sure OP means Woolworths

There's only 2 department stores on Oxford Street now (not including m+s).
It is kinda obvious 😂

It clearly is from the description. No need for her to be coy about it.

Which store are you referring to? Not much point in being vague.

Department store on Oxford Street that has associated supermarkets......
🤔

I don't think OP has said that.

But if they agree it's faulty I don't think they should leave you w/o while they send it off for repair - not if it's only a couple of months old.

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.

Did they misunderstand at first and thought you were just returning it as unwanted (which is usually 28 days) not as a faulty product.

I suspect they’d have examined it and then replaced it with a new one. The wait would be annoying