Lenovo not repairing my laptop

Nathaniel_Essex

Hey guys,

I purchased a Lenovo laptop around December time. A few months later it started running very slow and Lenovo agreed it was most likely a hardware problem and I needed to return it. Just go a message back saying that the cost of repair will be near £200, just £50 less than what I paid for it originally.

On the invoice they sent across they mentioned it showed sings of drop damage and misuse. Interestingly they mentioned that the laptop and casing needed replacing though this was never an issue.

Not accepting this response but from experience I am preparing myself for a fight as these companies are notorious about fobbing you off.

I have asked for pictures etc. showing the damage (I also took pictures and videos of the laptop before sending it) but I am assuming they will ignore my emails or fob me off.

Is this something I can go to trading standards about?

H1a3rt

Did you send it with Lenovo's own courier or your own? was it recorded delivery with insurance (guaranteed delivery) ??
If Lenovo have recieved the device in a damaged state they will class any fault they find as "user damage" and this will be chargeable.
They should not repair it until you have given the go ahead and paid. So you may have to request they return it without the repair.

I doubt very much that this is something you will be able to go to TS about. Lenovo wont be making up the case damage regardless of how it was caused.

if you say there was no physical damage before you sent it I would get proof of damage from Lenovo and then the photos you took before sending, then contact the courier and look for compensation here, this may be your only option.

They should not ignore any emails etc, but you may have to keep on at them as I don't imagine a speedy resolution im afraid.

Nathaniel_Essex

Lenovo arranged pick up through UPS. I wrapped the laptop in bubble wrap and placed it in a well shielded box. Unless it was thrown from a cliff, I can't see how the laptop can be noticeably damaged even if the transit was rough. The reason I questioned the validity of the claim is because a company called Medion are the ones handling it and they are a private company.

debitcardmayhem

Did you buy it from Lenovo directly? If not then why have you send it to them ? Did you contact the seller directly ?

aninvasion

Nathaniel_Essex wrote: »

Lenovo arranged pick up through UPS. I wrapped the laptop in bubble wrap and placed it in a well shielded box. Unless it was thrown from a cliff, I can't see how the laptop can be noticeably damaged even if the transit was rough. The reason I questioned the validity of the claim is because a company called Medion are the ones handling it and they are a private company.

You used their own courier and you securely packaged the product so if you want to contest the damage (as is your right) you will most likely be bounced back and forth between UPS. In these cases they will often try and avoid responsibility for damage and Lenovo/Medion are right to assume the product was damaged by the user if they received it in such a state.

Essentially, you have a product that by the sounds of it should be in warranty and has developed what could've been a software fault and would've been cured by a factory wipe or BIOS reset in which case you would've been invoiced for the work and time anyway. BUT Lenovo have agreed it was hardware so they should investigate this and repair within warranty anyways...

It's the damage that's confusing me unless you're not being entirely honest about the state of laptop when it was sent? If not I would say get photographic evidence of the damage and compare to your own photos - an inexperienced engineer could've cracked open the case to assess and caused the damage OR it could be UPS playing football with your laptop.

At this point, you need to push them for more information. I don't think you're being scammed because they are legit company etc and they don't often charge for warranty repair unless there is actual damage.

FYI you can refuse to pay and have the laptop sent back unrepaired

Nathaniel_Essex

aninvasion wrote: »

It's the damage that's confusing me unless you're not being entirely honest about the state of laptop when it was sent? If not I would say get photographic evidence of the damage and compare to your own photos - an inexperienced engineer could've cracked open the case to assess and caused the damage OR it could be UPS playing football with your laptop.

At this point, you need to push them for more information. I don't think you're being scammed because they are legit company etc and they don't often charge for warranty repair unless there is actual damage.

FYI you can refuse to pay and have the laptop sent back unrepaired

The laptop has hardly been used. It was purchased for a specific reason and within a week of getting it that reason fell through so it's been sitting om the coffee table ever since.

I took photos and a brief video of the laptop which shows no obvious damage and now they are telling me the keyboard and case needs replacing.

And to think I was actually relatively impressed about the way they initially handled everything.

debitcardmayhem

Nathaniel_Essex wrote: »

The laptop has hardly been used. It was purchased for a specific reason and within a week of getting it that reason fell through so it's been sitting om the coffee table ever since.

I took photos and a brief video of the laptop which shows no obvious damage and now they are telling me the keyboard and case needs replacing.

And to think I was actually relatively impressed about the way they initially handled everything.

debitcardmayhem wrote: »

Did you buy it from Lenovo directly? If not then why have you send it to them ? Did you contact the seller directly ?

Answer these please ? Perhaps since it has hardly been used how did you determine it was running slowly

that

Many years ago I installed a Dell, next day but within 24 hours the keyboard no longer worked, and the user was cursing about the brand new machine not working. I lifted up the keyboard and it lurched to one side and a river of water ran out, They sheepishly looked at me and said we thought you would just replace it and not check.

I am certain others in the business have had the same experience, and it does jade peoples judgment.

If something was spilt, or the dog pee'd on it, when the cover is removed often there is evidence left behind.

Nathaniel_Essex

debitcardmayhem wrote: »

Answer these please ? Perhaps since it has hardly been used how did you determine it was running slowly

I can't remember where I purchased it but it wasn't from Lenovo directly. The computer was running very slow and I tried to do a factory reset a number of times but the computer would just crash half way through or seemingly complete the task but boot up with all the files intact and running slow. In regards to how I knew it was running slowly, I simply turned it on and it was running slowly.

I contacted Lenovo who ran me through a number of steps and determined it must be a hardware issue and that I needed to send it to them.

Update: They have got back to me and said that the item was not packaged sufficiently and that was the reason it was damaged in transit and the company takes no responsibility for items damaged in transit. Surely this in bull? In one sentence they are blaming me and in another they are saying it's the couriers responsibility. But if you are the one who arranges the delivery with the courier, it should be you fixing my laptop and claiming any losses back from them....

I have sent them back a response again saying I am not accepting the result. I also asked for pictures of the packaging and they have sent me pictures that are obviously of the product being repackaged after being opened so not how the product arrived.