Uh oh

Couldn't post blip yesterday. We bought the laptop less than 2 years ago from John Lewis and it is still under guarantee. When we rang them they said they couldn't help because it was a software problem. My husband also rang Microsoft but they declined to help as well. Surely some one could have just said go into safe mode and restore system to an earlier date. I've done this and it seems to be ok now. Even if it's not covered by the guarantee, would it have hurt to make a simple suggestion? I'm very disappointed with John Lewis's attitude.