My dd bought a Surface Pro4 from John Lewis, online, almost a year ago which she had to return earlier this year due to it crashing for no reason. It was returned, they repaired it, it was sent back to be collected (she wasn't told, only when she phoned up did she find out someone else collected it, so it was basically stolen from the shop, but thats another story and not what I am after advice about). They said her model was no longer made, but they managed to locate one and she has been using that ever since. Now that one is crashing, so pretty much going down the same path as the previous one.
My question is this; as this model is no longer available, would she be entitled to an upgraded model, without having to spend more money or would she just get a lower spec model and get a refund of the difference? Or would she better off just getting a full refund, including the warranty amount? (She took out their extended warranty, so I don't know if that would have any revelevance on the matter.)