Lenovo are holding my laptop hostage

Pinky_Ponk

I posted about this elsewhere a while ago but nothing's been resolved yet so I'm wondering where I stand with this.

I bought a laptop from the Lenovo website in mid December. 2 weeks later it broke and I arranged for it to be repaired, which involved sending it to Germany. I was told it would take 10 working days from receipt at the repair centre.

I got a confirmation email when it arrived, to say it would take 15 working days to repair. I phoned Lenovo a few days early to check on the status and was told it should be ready by that 15th day but I heard nothing so called again on Thursday 29the Jan and was told it was going to take longer (no definite date given).

I asked instead for a refund and was told initially that I couldn't have one, until I pointed out that it was a new laptop and I'd been offered a refund when I opted for repair. I was then told that the broken laptop would have to be returned to me so I could send it back to the retailer (which I hadn't realised until then was a 3rd party) and that the laptop should be with me by tomorrow (3rd Feb).

I phoned this morning just to see if there was a tracking number for the parcel so I could know when to expect it. I was then told that the laptop was still in the repair centre and hadn't been returned and that it 'should' be sent out 'some time' this week. I was also told that returns take longer than a few days so they weren't sure why I'd been told Tuesday as the day to expect it.

I was told to call back tomorrow for an update but when I complained they said that someone would call me within 24-48 hours.

As you might imagine, I'm not very confident that this call will happen and in the meantime there's a laptop that belongs to me and cost almost £1000 sitting somewhere in Germany and no-one can tell me when I'll get it back so I can get a refund.

Any ideas where I stand with this and what I should do next to get it resolved as quickly as possible?

tomtontom

Your laptop is not being held hostage, they are in the process of sending it back to you. I would agree with their suggestion that you call them again tomorrow.

[Deleted User]

German efficiency!

vuvuzela

ConsumerGuy0016 wrote: »

Did you even bother reading what the OP wrote? Are you that delusional that you think Lenovo are being reasonable here?

You seem unreasonably angry.
The 2nd poster simply pointed out that the use of the phrase 'holding hostage' was entirely incorrect. Yes Lenovo are being slow, but no they are not in any way, shape or form 'holding the laptop hostage'.

Pinky_Ponk

I think my thread title should be taken as slightly tongue in cheek but at the same time, it is very frustrating that I have been given various deadlines by which my laptop should have been repaired or returned to me and none of those dates have been met.

I wrote an email of complaint earlier today and got a very quick reply by phone from someone at Lenovo who apologised profusely for the inconvenience and bad experience that I've had. I've been assured that my laptop will be with me by the end of this week so I can return it for a refund and that my situation will be monitored to ensure this happens.

Hopefully this will resolve the matter because, as has been pointed out, the length of time it's taken and the responses I've had before today haven't been very reasonable or reassuring.

daytona0

Haha, you have likely been fobbed off by a less than enthusiastic employee!

- Saying that it would be with you next day (next day delivery from Germany?!) is either a bit of misinformation from you, or you were royally fobbed off - possibly if you were being a nuisance or if the employee was having a cba day. It is possible that the employee said "it will be posted to you today" or even "it will be passed over to our returns team today" and mis-understanding has occurred.

- The manager has called you back within 24-48 hours to apologise. Generally the managers care because they are getting paid slightly more than the phone monkeys. Never completely dismiss this from happening, especially when you have a legitimate issue. Also, don't automatically assume that your email resulted in the phone call back.... but alas it might have been the reason!


Hopefully it all gets resolved now though

Pinky_Ponk

daytona0 - not sure where the idea of next day delivery came from but I was told last Thursday that the laptop would be with me by Tuesday at the latest and was provided with a returns reference to give to the retailer once I'd got it back. So no confusion there and no promise/assumption of next day delivery. Maybe just that I wasn't clear enough about dates of calls and what not.

The phone call I received yesterday was from someone who specifically said that he was calling in response to the email that they'd received (which was sent only to the CEO) so I think I can be pretty sure it wasn't the standard call back.

All of that said, I'm still waiting for a tracking number and just hope that things get resolved soon as this is all really frustrating.

visidigi

daytona0 wrote: »

(next day delivery from Germany?!)

Easy. I can get next day delivery from Japan if they shipped it today.

FedEx, UPS, etc. (Dell laptops that used to be built in Ireland are now built to order in China and shipped in quicker via UPS than the old courier used to get laptops from Ireland to the UK).