Reclaiming postage for Lenovo laptop?

jimmy_cricket

update and further advice

Ok, so an update on this.

I wrote to Lenovo and after about a week received a message from a customer service bod saying this:

'...I can confirm you are right, it is the sellers responsibility to pay for the return charges if the product is faulty,

The email then goes on to say that I needed to contact 'the Lenovo webshop'. At no point was any reference made to this being a separate company.

So, I followed the link provided. Various email exchanges with Lenovo customer services (who the new emails were sent from) asking for copies of postage receipts.

They argued that the PDFs sent could not be opened. Funny that, I could open them on three different PCs. So, they suggested I post to an address in Ireland.

Before this, I did a screen dump of receipts into word and sent this. No responses, waited a week and then sent copies to the address, costing a further £6 as it was sent signed for to Ireland.

Now a week later, I have received an email apologising for the miscommunication but they are not going to refund the postage (which with the game playing has gone up)

So, looking for suggestions. I need to send a letter before action, but not sure who to send it to. Lenovo in this country, customer services in Ireland or to digital river (who Lenovo have never mentioned in the email correspondence).

Then, where to I go from the lba?

Thanks

jimmy_cricket

Anyone help?

wealdroam

jimmy_cricket wrote: »

Anyone help?

I can offer nothing more than to suggest you re-read post #12.

Perhaps send a Letter Before Action to both.

jimmy_cricket

A quick update.

Five months on I have had the postage for the return of the faulty laptop returned.

Not easy. Lenovo passed me between the online shop and head office. Weird excuses such as they could not open scanned copies of receipts for postage either in PDF or word form.

In the end, I enlisted the help of the retail ombudsman

https://www.theretailombudsman.org.uk

And the postage has been refunded within the week

Thanks all for the advice given on here