UK company responsible for International Warranty?

FishYou

Hi
Apologies if this has been discussed before I'm sure it has in some way, but I cant figure it out for my specific circumstances, and Id love some advice.

I also used to be pretty active on other MSE subforums but i've lost the account down the internets sofa

I bought a laptop from a US private seller on eBay, around 3 months ago, which is covered under Ienovo's warranty.
The laptop broke after a month, and I sent it off to be repaired, as they have a specific International Warranty Service.
After 6 weeks, Ienovo finally came back and replied that they can't fix it, and I now need to send it to Ienovo USA, because Ienovo UK won't offer a replacement, because the laptop was originally bought from Ienovo USA.

I've had a look at import duty, and it appears it would be free, because the item needs to be repaired, however it has already taken 6 weeks, and I know it would take atleast a month more, which would mean the laptop has been broken for more than 50% of the time i've had it.

What can I do?
I dont know if any UK consumer rights, as the product was bought from a US private seller
Or if I can hold Ienovo UK responsible for the product.
Or if they accepted the warranty when they started repairing it?

Any advice would be much appreciated!
Thanks

custardy

FishYou wrote: »

Hi
Apologies if this has been discussed before I'm sure it has in some way, but I cant figure it out for my specific circumstances, and Id love some advice.

I also used to be pretty active on other MSE subforums but i've lost the account down the internets sofa

I bought a laptop from a US private seller on eBay, around 3 months ago, which is covered under Ienovo's warranty.
The laptop broke after a month, and I sent it off to be repaired, as they have a specific International Warranty Service.
After 6 weeks, Ienovo finally came back and replied that they can't fix it, and I now need to send it to Ienovo USA, because Ienovo UK won't offer a replacement, because the laptop was originally bought from Ienovo USA.

I've had a look at import duty, and it appears it would be free, because the item needs to be repaired, however it has already taken 6 weeks, and I know it would take atleast a month more, which would mean the laptop has been broken for more than 50% of the time i've had it.

What can I do?
I dont know if any UK consumer rights, as the product was bought from a US private seller
Or if I can hold Ienovo UK responsible for the product.
Or if they accepted the warranty when they started repairing it?

Any advice would be much appreciated!
Thanks

You bought it 2nd hand. What are the terms of transfer of warranty?
If they replace it,be aware you maybe due customs.

cono1717

Your warranty is going to be with Lenovo in the US so the laptop wouldn't fall under any UK regs. I'm surprised they took it as warranties don't usually transfer to people with a private sale.

FishYou

@custardy: Thanks for pointing that out!
Customs was over $200 originally, which would cut atleast 1/4 off the value of the laptop (to me)

@cono1717: Why wouldnt the warranty transfer?

In Ienovo's case, the warranty seems to be tied to the machine, not the buyer:
from their forums:
"In general, the Lenovo warranty is tied to the machine and is determined by the system type and serial number. The warranty is with the system, not the individual owner, so there is nothing to transfer. There may be some considerations for systems sold as refurbished, and buyers and sellers of systems should make sure that the particular model of system can be serviced in the country in which the new owner will use it."

Also, they have an International Warranty Service (as a lot of big companies do), which states they will repair it in a lot of other countries, but just in this case of a replacement they're asking for it to be returned to the US.

unholyangel

What they meant is that warranties aren't a legal requirement - its up to the manufacturer if they want to offer a warranty and if so, what terms they wish to offer.

Such as that the warranty doesnt transfer with ownership, warranty is only offered to residents of that region, warranty isnt offered unless purchased from authorised seller etc.

Btw, the companys name is Lenovo, not Ienovo (tbh I didnt even notice the first two times I read your post :rotfl:)

Even if you were able to tell us the governing law of the contract/warranty, I doubt anyone here is familiar enough with those laws to offer any advice beyond contacting the better business bureau (although not sure they'll be able to help when its the manufacturer rather than retailer).

FishYou

@unholyangel: I was calling them Ienovo so it doesn't attract the attention of their Administration Team

So, the huge multinational defines the rules, picks the outcome, and bends me over backwards for buying into their shoddy products in the first place.. ¬_¬

lincroft1710

FishYou wrote: »

So, the huge multinational defines the rules, picks the outcome, and bends me over backwards for buying into their shoddy products in the first place.. ¬_¬

Totally uncalled for. You chose to buy a secondhand item from abroad, who knows how it was abused by the previous owner. Buying new from LENOVO or their appointed dealers in the UK would have given you more protection.

FishYou

lincroft1710 wrote: »

Totally uncalled for. You chose to buy a secondhand item from abroad, who knows how it was abused by the previous owner. Buying new from LENOVO or their appointed dealers in the UK would have given you more protection.

@lincroft1710: Is it unreasonable, to expect a company with an International Warranty Service, such as LENOVO to be able to export (and charge me for) a part from the USA branch to the UK branch?

I've just got off the phone with the USA branch of Lenovo, who can only ship the item to a USA address, therefore I've bought a $1200 paperweight.

The item was as new when I bought it.

custardy

FishYou wrote: »

@lincroft1710: Is it unreasonable, to expect a company with an International Warranty Service, such as LENOVO to be able to export (and charge me for) a part from the USA branch to the UK branch?

I've just got off the phone with the USA branch of Lenovo, who can only ship the item to a USA address, therefore I've bought a $1200 paperweight.

The item was as new when I bought it.

Not really. Plenty of companies will offer such an address and forward shipping.
Did you really think buying from the USA wouldn't cause potential issues with warranty claims?

DCFC79

Get a local firm to fix it, if its worth it of course.

Maybe find someone who would look at it for free and give a diagnosis.

FishYou

I guess I had too much faith in Lenovo's International Warranty Service.

Stumbled across similar cases with Lenovo where parts were replaced with 'similar' regional equivalent parts, i.e. a US motherboard replaced with an Indian motherboard (inc RAM & GFX chip) so I guess it's just down to luck.

Thanks for the help guys.