Laptop Repair Timescales

StarshipUK

I sent a Lenovo Laptop which was still in the one year warranty off for repair as the built in camera had a hardware fault and the touchpad mouse button was not working properly, both being hardware faults.

I sent it to a company in Germany called "medion" on 18th November who do the Lenovo Warranty Repairs. Then got a E-Mail on Monday 21st Nov saying they had got it, and on Tuesday 22nd Nov saying that a part they needed to repair it was out of stock.

I left it a while and heard nothing. I phoned on Weds 2nd Dec and spoke to someone who said if it had not been fixed by Friday 4th December it would automatically go to a manager on Monday who would then have 48 hours to decide whether to wait longer for the part or replace or refund the laptop. Heard nothing at all and the repair order number has also stopped showing up any information for the repair on the medion website, so phoned again on Wednesday 9th December and was told the part they needed had just arrived and it would take them 4 days to fit the part and another 4 days to post it back on a economy service from Germany. I jokingly asked if I would get back this year, and was seriously told I would.

Its now Saturday 19th and I have heard nothing and no E-Mails to say its been repaired and is being sent back to me. What concerns me the most is the online update system no longer working for the order number they gave me to let me know what stage it is at, where that was originally working.

They have also had the laptop for so long, the year warranty has now expired on it.

They have now had it over a month and wondered what the legal situation is regarding this at the moment. I am guessing I have no rights at all to demand anything, has anyone got any advice please?

visidigi

StarshipUK wrote: »

I sent a Lenovo Laptop which was still in the one year warranty off for repair as the built in camera had a hardware fault and the touchpad mouse button was not working properly, both being hardware faults.

I sent it to a company in Germany called "medion" on 18th November who do the Lenovo Warranty Repairs. Then got a E-Mail on Monday 21st Nov saying they had got it, and on Tuesday 22nd Nov saying that a part they needed to repair it was out of stock.

I left it a while and heard nothing. I phoned on Weds 2nd Dec and spoke to someone who said if it had not been fixed by Friday 4th December it would automatically go to a manager on Monday who would then have 48 hours to decide whether to wait longer for the part or replace or refund the laptop. Heard nothing at all and the repair order number has also stopped showing up any information for the repair on the medion website, so phoned again on Wednesday 9th December and was told the part they needed had just arrived and it would take them 4 days to fit the part and another 4 days to post it back on a economy service from Germany. I jokingly asked if I would get back this year, and was seriously told I would.

Its now Saturday 19th and I have heard nothing and no E-Mails to say its been repaired and is being sent back to me. What concerns me the most is the online update system no longer working for the order number they gave me to let me know what stage it is at, where that was originally working.

They have also had the laptop for so long, the year warranty has now expired on it.

They have now had it over a month and wondered what the legal situation is regarding this at the moment. I am guessing I have no rights at all to demand anything, has anyone got any advice please?

Have you rung Lenovo again to ask them?

StarshipUK

Before I phoned again, wanted to see if there is any legal ammunition I can throw at them, with it being over a month and not being informed of what's happening. I very much guess when I phone I will be fobbed off by a phone monkey telling me its still being repaired and I have to wait longer.

Leo2020

In regards to your legal rights these are with the company you purchased the laptop from, did you purchase it from Lenovo directly? If not then all Lenovo have to do is follow their warranty terms and conditions.

StarshipUK

The thing is their T&Cs make no mention of the length of time a repair will take before sending an item back:
https://download.lenovo.com/ibmdl/pub/pc/pccbbs/thinkcentre_pdf/l505-0010-02_en.pdf

As far as I can tell they can hold on to the laptop for a year or more saying it is still being repaired before sending it back. Would have thought there would be some maximum timescales, but there does not seem to be.