‘John Lewis failed to fix my laptop’ – Telegraph.co.uk

Two years ago, we bought a laptop for £630 for our young daughter. It had a one-year warranty from the manufacturer and a warranty for the second year from John Lewis.

The laptop had glitches from the beginning. It went to the repair centre in Germany twice in the first year due to problems booting up and sluggish operation. At least one of the repairs involved opening the machine and replacing hardware.

Even then the laptop still sometimes played up. It was only ever used for one or two hours a day. Then, recently, it wouldn’t boot up again.

The manufacturer established it was probably again a hardware failure.

GM, West Yorks.

You took the laptop into the shop where it was carefully inspected for damage and none was found.

However, a week later, John Lewis told you the machine had accidental internal damage. This affected casing and screw fixes, and could have been caused by the manufacturer. Even though it was unlikely to relate to the operational problem, it voided the warranty.

John Lewis offered to cover the repair cost of the internal damage but said the operational aspect, which would cost more than £400, was to be paid by you.

Now John Lewis told you – as if it was your responsibility – that the outside hinge wouldn’t work. This is despite the fact that it had been intact when it was checked when you brought the laptop into the store.

Meanwhile, the manufacturer asked to see the machine and John Lewis suggested you collect it, which is its normal process, and send it yourself. By then you understood that the machine was in pieces.

My involvement led to John Lewis offering a refund or exchange for a new machine, as it no longer stocks the same model.

It says this is a gesture of goodwill “considering Ms M had already had several previous repairs”. You took a refund and now have a new, similar, computer that, so far, is working fine.

  • Jessica Gorst-Williams tackles consumer problems for Telegraph readers every week. To contact her, click here. If you want to ask a general money question, email moneyexpert@telegraph.co.uk. The best of the answers are included in our weekly newsletter

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