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.

I don’t understand why a banking app would be too small? They’re built and sized for mobile phones.

Not the app, the whole phone is small and it is the largest that Apple make. By choice the best for banking is the website as there seems to be more stuff on it than the app on the iPad which is a bit crap and I guess the same app is on the phone. I generally use the iMac which has fingerprint recognition and a nice big screen so is the easiest. I'm old and don't like squinting at a tiny phone

Have you tried changing the accessibility options so the font size is bigger. A iPhone pro is pretty big.

My banking apps allow payments, transfers, applications, messages etc. I’m not sure what else there is to do really!

John Lewis are no longer the trustee company they once were. Their customer service is no longer outstanding. I think because they are literally the only department store left with no competition they have stopped caring.

OP, I’m really saddened by your experience. I always buy my I-pad from John Lewis because of the two year warranty - it sounds as though it isn’t worth the paper it’s printed on. I do hope your laptop doesn’t give up on you now it’s been mended - and I don’t know how you managed without it for so long.

If its John Lewis they'll exchange it for a working one or give you a full refund. I've always found them helpful if they've mistakenly sold you something not up to scratch. Don't accept a repair, insist on a replacement.

In terms of Serpentstooth suggestion, it's too late now - eventually I felt I had to take the laptop in for repair - and then of course, there was the whole fiasco of not getting the repair done and getting it back to me. And the expectations of sesquipedalian - I suspect that the 'guarantee' doesn't mean replacement after the first month, but repair - unless my experience was really atypical. I wondered if JL were going to go the same way as the other high street department stores. When I took the laptop in one of the escalators wasn't working - I've spoken of my mobility issues but I was behind an even older customer who turned to me and said: 'this is JL' with an element of shock/disgust in her voice. And the lights weren't working in one department - it was as though the repairs on the fabric of the shop weren't being carried out. It would be the end of an era - I'd been a faithful shopper there since the 1980s.