Feel so let down by a major store I trusted.

[Landladyissues]

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.

Tesco express ?

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

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….

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

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?

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.)

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.

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! 😩

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.

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

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

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).

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

Tesco isn’t a department store @Bogginsthe3rd

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.

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

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.

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

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

about Asus - if they are so bad, surely a department store who, historically valued its reputation, would not advise people to buy them. BTW, I agree. My last lap top lasted years without an issue - a Lenovo. I'm really grateful to those who said that the store had acted correctly - why did it take them an hour on the phone to provide a solution. The operator kept putting me on hold so they could speak with their manager. I asked if he might not put me through directly to the manager - cut out the middle man - but he said this wasn't possible.

Post script - by the way, I didn't want to name the store in case I got sued!

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.

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.

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

Me, too.