Lenovo Extended Warranty

Plxply

Hello,

Approximately a year ago I purchased a Lenovo Idepad although overall I've had a good experience I've recieved some problems. Firstly, the mouse buttons failed to work after a few months, which then made me send the laptop to Lenovo for repair. Then I had an issue with certain keys on the keyboard this was recitfied as well however I noticed that the mouse issue returned (possibly happened during repair after lifting the case?) which I'm returning the laptop now again for.

My warranty is running out extremely soon as such I'm being offered a range of extended warranties, I'm personally not interested in accidental damage cover as the laptop is rather stationary and I am extremely careful with my electronics. However I'm consured that the keyboard and more likely the mouse issues will return again.

Here are the warranty options I've been offered:

The Extended Warranty programs we have available, are as follows:

A. One additional year of our Standard Limited Warranty ( the one you currently have) is 35.67euros or about 31 pounds.
B. One additional year of our Standard Limited Warranty + the Accidental Damage Protection( it covers ALL kinds of damages; ie; broken screen, spillages, damaged keyboard..etc); price is 72.57euros or 63pounds.
C. Two additional years of our Standard Limited Warranty ( 2 more yrs on top of the 1 year you currently have) is about 75 pounds or 86.10euros.
D. Two additional years of our Standard Limited Warranty + the Accidental Damage Protection, is 146.37euros or about 127 pounds.

I've considered the one year additional standard warranty however I'm wondering if it's worth it especially with the horror stories I've heard of people being accused of accidental damage when it was in fact from bad manufacturing. Also I'm wondering if it's possible to get insurance for these items for a lower price somewhere else?

Thanks,

misssarahleigh

I would personally not pay any more. Firstly I would ask them for the years cover free of charge as a good will gesture considering your previous inconvenience.

If they didn't agree and it went faulty again with the same issue I would expect them to repair anyway since it's a known fault.

Having said that, how old was it when it went faulty? If it was less than 6 months you have already proved a pre existing inherent fault and if they refused repair this after than you would win in court as they are fully aware of the issues.

If it was over six moths it would be more difficult as its for you to prove you the fault is inherent. They could say they fixed regardless of accepting it was an inherent fault.

But, if they do refuse any repairs without the extra warrenty, you would need to prove by an independent report the issue was there from day one, and not a result of something you've done.

Just depends really. The extra warrenty isn't really needed as your rights cover you for most situations, but depending on how difficult the company wants to be and how much of a fight you are willing to take on.

Hope that makes sense.

Plxply

Thanks for your help it makes a lot of sense. The first fault did occur within 6 months of my purchase, I purchase the laptop in November 2010, fault appeared January 2011, however since it's the mouse button itself that failed couldn't it be attributed to overall wear and tear over time? Also I didn't purchase it from Lenovo themselves but instead from ebuyer, so any contract I have will be with them. Unfortunately I haven't kept the repair forms themselves although when I called they seem to have a record of it so I can most likely ask for copies.

Although there is one upside to all of this, the original purchase was on a credit card so will this help me at all?

wealdroam

Is it fair wear and tear that the mouse button fails 'over time'?

I think I would expect the mouse button to work for the life of the machine. If it doesn't, then there is probably an inherent problem that it wasn't made of materials that were durable enough.

This of course assumes you don't use a hammer to operate the mouse button.

Plxply

wealdroam wrote: »

This of course assumes you don't use a hammer to operate the mouse button.

Luckily I've managed to keep all hammers clear of the laptop and the only thing that operates the button is my finger. How would I go about ensuring that this problem doesn't reoccur? Should I ask Lenovo to give me an extra years warranty as there is an obvious design fault with the laptop? Should I go back to ebuyer with the repair documents and say that due to a design fault I want to return the laptop? What should I do if either of them refuse, could I take it up with the credit card company?

I rather like the laptop itself, everything has been perfect apart from the mouse button (which is a rather crucial part of the machine ).

Thanks for your help everyone,

Plxply

I've got a plan of action as such on how to handle this issue.

1. I will contact Lenovo and ask if they are willing to give me a complimentary extra warranty due to all of the problems I've received. If they decline I'll see if I'm able to get a manager who may be more equip to resolve the issue.
2. If this fails I will ask them to provide me with all of the information regarding previous repairs they've made to the system.
3. I will then go to ebuyer (the retailer I purchased from) with the proof from Lenovo and ask either for a replacement or a refund on the laptop. (I assume a refund will be lower than what I bought it for? I paid £450 originally).
4. If ebuyer refuse to resolve the situation I will go to Capital One with the proof both from Lenovo and ebuyer and state that I want to make a Section 75 claim against the charge.

Should this be sufficient in resolving my issue? I'm mainly annoyed by how many hoops I have to possibly jump through although I'm partially an idiot for discarding the sheet containing information on the first repair.

Plxply

There is one problem I see in the future, I will probably call tomorrow as I was busy today however the call centre itself is based in Greece so I can't exactly quote English law and expect them to understand it. Would it be best to ask to be transferred to their supervisor or their UK headquarters to handle the issue? I was planning on writing an email about the problem however it seems I am unable to find a UK based email address for Lenovo.

bod1467

Anything on !!!!!! for Lenovo? (I'm on my iPod so not easy to check).

Plxply

bod1467 wrote: »

Anything on !!!!!! for Lenovo? (I'm on my iPod so not easy to check).

Unfortunately not, although I don't think I need to contact the CEO yet. I understand it's a fault the company should rectify as it has demonstrated to be a manufacturing problem, funnily enough I went into a PC World and found an Lenovo Ideapad Z570 (I have a Z560) most of the laptop is the same except they changed the mouse buttons which is slightly suspicious.

I just want a way I'll be able to send a letter or an email to someone in the UK who will actually be able to handle my problem rather than being forced to argue on the phone with someone in a completely different country with different laws.

Plxply

I've managed to call Lenovo about my issue and also to request the first repair document however they said they have to escalate it to get the information and see if I am able to receive an extended warranty.

At the current time they were only able to provide me with the three RMA numbers along with dates, however I doubt this will be sufficient proof at the current time? Especially if I need to take this up with the retailer or my credit card company.

bod1467

bod1467 wrote: »

Anything on !!!!!!!!!!!!! for Lenovo? (I'm on my iPod so not easy to check).

Why on earth has ceoemail dot com been censored out? :rotfl: