Lenovo Tablet Screen Scratched Whilst Being Repaired

RobSM

Hi all

I recently sent my Lenovo Yoga Tab 3 Pro off to Lenovo for repair under warranty. When I received it back from the repair centre (after 3 weeks!) the packaging showed significant damage and the screen now has 2 scratches on it (I have photos). I have contacted Lenovo again to report the damage, it took them 7 days to respond and they simply offered another repair. In my response I asked 3 things:

1. Can they guarantee a quicker turnaround this time as I cannot wait another 3+ weeks (due to travel plans during which I will be out of the country for nearly a month).
2. I stated that I haven't been able to test if the original problem has been fixed as I didn't want to use the tablet before reporting the screen damage.
3. If they cannot guarantee a speedy turnaround time and I test the tablet and find the original problem persists, I would like the tablet replaced.

Am I correct that I can request a replacement device if I am not satisfied with their repair conditions?

I believe the tablet to be inherently defective and not fit for purpose (something I reported to Lenovo at the start), I arranged for the original repair to test the theory. There are A LOT of reports online about the poor performance of the tablet. It is a "Pro" model costing nearly £400 and is outperformed by devices half its price with significantly lower specs. It also crashes regularly, drains the battery for no reason at all and can't multi-task. The only good thing about it was the screen, and now they've damaged that too!

Am I within my rights to request a replacement/refund?

Many thanks in advance.
Rob

LilElvis

Did you buy the tablet directly from Lenovo?

RobSM

No, it was purchased through Very iirc. I contacted Lenovo directly due to the "not fit for purpose" theory and they offered to do a repair under warranty.

mije1983

Your consumer rights are therefore with Very, not Lenovo.

Lenovo have repaired your tablet under whatever terms they have laid out in their warranty, and they can dictate what they are. If that means a 3 week turnaround, then that's what it means. If that warranty doesn't allow for a replacement, then you can't force one. I have never known a manufacturers warranty to offer a refund. It just wouldn't make sense for them to do so.

If you want to push for a refund/replacement you need to be talking to Very.

DoaM

Did you notify Very in the first instance and they told you to contact Lenovo? (I hope this is the case).

RobSM

Understood, thank you for that.

Where do I stand on the scratched screen though? It was spotless when I sent it off and there are now 2 very distinctive scratches, do I have a claim for replacement based on this or can I only hope for another repair? Will this affect my dealings with Very? I only have 4 days left of my 1yr warranty (purchased 24th Feb 2016) :eek:

RobSM

DoaM wrote: »

Did you notify Very in the first instance and they told you to contact Lenovo? (I hope this is the case).

Unfortunately not. It was 10 months after purchase and I was under the impression that it is better to contact the manufacturer 6+ months into a warranty, especially when you believe a product to be defective. I had similar dealings with Samsung a few years ago over the nVidia defect that affected a lot of laptops at the time.

Having gone down this path, is my claim against Very null and void? I really hope I haven't ballsed this up :mad:

bris

No point in contacting very as it was Lenovo that damaged the screen so Very don't need to get involved.


At this stage as it's a manufacturers warranty just test it for the original fault and send it back to Lenovo to get the screen fixed.


They won't give you a replacement so no point holding out hope for one and they don't need to. Repairing what they broke is all they need to do.

RobSM

bris wrote: »

No point in contacting very as it was Lenovo that damaged the screen so Very don't need to get involved.


At this stage as it's a manufacturers warranty just test it for the original fault and send it back to Lenovo to get the screen fixed.


They won't give you a replacement so no point holding out hope for one and they don't need to. Repairing what they broke is all they need to do.

Fair enough, thanks.

I wasn't suggesting that Very should do anything about the scratches though, just wondered if that would affect any claim based on the tablet still suffering from the original fault. i.e. If Lenovo haven't actually fixed the problem, can I still ask Very for a resolution? Or will they simply blame the manufacturer?

I'll chase Lenovo up for the screen repair in the meantime.

RobSM

Further to my OP, for online orders of electricals does the warranty start from the date of purchase or the date of delivery?

I got in touch with Very about the problems I've been having with this tablet and they have come back to say the device is now out of the 12 month warranty period. The date of purchase was 23rd Feb 2016 and I emailed them yesterday, surely that should still be (just) within warranty period?

wealdroam

RobSM wrote: »

Further to my OP, for online orders of electricals does the warranty start from the date of purchase or the date of delivery?

I got in touch with Very about the problems I've been having with this tablet and they have come back to say the device is now out of the 12 month warranty period. The date of purchase was 23rd Feb 2016 and I emailed them yesterday, surely that should still be (just) within warranty period?

You need to study your warranty documentation to determine exactly when the warranty starts.
A manufacturer's warranty is in addition to your statutory rights and as such can start at any time the manufacturer decides to specify.
In fact, no manufacturer has to supply a warranty at all.

I would suggest that as you emailed Very before the 23rd February, you would have notified them before they say the warranty expired.

Are Very saying that now the warranty has expired there is nothing they can do?
If so, they are wrong.
You have a statutory right to seek a remedy from the seller for up to six years following the sale.
Do not let them hide behind an allegedly expired manufacturer's warranty.