Laptop From Argos - Warranty With Lenovo

D0Z3R

Hi all and thanks for any help in advance

So my dilemma.....

Bought a Laptop from Argos for my daughter for college on August 28th - On my Argos Card 12 months interest-free - (money a bit tight)

Paid for online extended warranty (now extended to two years with on-site repairs);)

On the 4th of October, it developed a fault - but I couldn't do anything until she was home for the weekend- So when she was home the Friday night i had a quick look - machine powers (I have a power light, a battery light and a charge light, this stays on for about a minute then goes off - I have no display at all (black screen) and still nothing if I hook up an external monitor

Contacted Argos - they referred me to Lenovo as they deal with the laptop directly (completely understand - cut out the middleman).

Contacted Lenovo on the 5th - they had a record of the Laptop - somehow i managed to get USA service desk and said not to worry lets see what we can do - went through what I had already done - Power down, ATX reset, connect to external monitor etc - turns out I have a faulty Motherboard - as the num lock key does not illuminate on powering up).

So they said I needed to contact the UK side of the service I immediately did this so and they found my initial registration on their website for my daughter's laptop - (been Registered but no record of the extended warranty and would not dispatch anyone until I gave them proof).

I immediately sent proof - but was now out of service window and they had gone home for the weekend.

On Monday 8th i had a reply by email "Thank you for this confirmation. I am in the process of booking this on-site and will send you the confirmation soonest." then another email a few hours later - confirming a booking had been made. "Thank you for contacting Lenovo Support.

I have created your repair booking under job reference number: XXXXXXXXX

You will be contacted by an On-Site Technician within the next 5 business days. They will contact you by phone to schedule an appointment with you when it best suits you.

Finally, after the repair process is completed, you will receive a survey by email, we would appreciate if you could fill this out to further improve our service."

i still had not heard anything for a few days so thought id chase up where we were as my daughter was getting a little distraught as she has no laptop and couldn't print off coursework on any assignments. - (i Have now given her my laptop as a stop gap as I didn't want her falling behind)

after an online conversation with an arrogant prat - i was told they don't have a lead time as they are waiting for parts and that they would talk to the onsite team - and send an email
"We managed to get in contact with the on-site team and they have confirmed that they are currently waiting for several parts.

We will get in contact with you again if we have any updates on the status of these parts.

If any further assistance is required, please do not hesitate to contact us."

Is there anything I can do?

neilmcl

Where's the dilemma?

If they can't repair it in a reasonable period then speak to Argos and demand a replacement or refund.

theonlywayisup

I didn't read your whole post.

Don't confuse your warranty with your consumer rights.

Warranty is with Lenovo. Consumer Rights with Argos.

Within 6 months from purchase the fault is deemed inherent and you need to go back to Argos only (not Lenovo) to deal with this under CRA.

As I haven't read your post I don't know if this is the first or a subsequent repair, it makes a difference - but you may want to read the CRA to ascertain what you do next.

D0Z3R

neilmcl wrote: »

Where's the dilemma?

If they can't repair it in a reasonable period then speak to Argos and demand a replacement or refund.

They have booked a repair but cannot give me a lead time as its such a new laptop - they cant obtain parts yet!! and I quote " have to wait until I do"

D0Z3R

theonlywayisup wrote: »

I didn't read your whole post.

Don't confuse your warranty with your consumer rights.

Warranty is with Lenovo. Consumer Rights with Argos.

Within 6 months from purchase, the fault is deemed inherent and you need to go back to Argos only (not Lenovo) to deal with this under CRA.

As I haven't read your post I don't know if this is the first or a subsequent repair, it makes a difference - but you may want to read the CRA to ascertain what you do next.

Do i just demand a replacement as Lenovo cannot repair it yet..

its now been 11 days with no eta on even if they have parts let alone a repair window...

D0Z3R

Update: - so I get a random sales email from Lenovo claiming " Best-in-class support and service for those worst-case scenarios!!"

this got me seeing red. so seeing as online support was not going to be of any help - I jumped on social media to see if I could push my case. and I posted

@lenovo_UKI Had an email claiming - Best-in-class support and service for those worst-case scenarios!! Complete Tosh!!
5-week old laptop - not working for over a week - paid extended warranty - what does that get me - Nowt - No Communication - Unless I Chase #poorservice

maybe the not the best direction but I'm at my wit's end trying to get something resembling at least if we can't get it fixed by x we will replace refund...

I got a prompt reply:

Replying to @D0Z3R2K4
Hi! Thanks for writing in, this is not the experience that we want you to have. We provide assistance here, please send us a direct message with details of the problem. We'll be waiting for your message! -Bobby_Lenovo

so I gave them I direct message as instructed and gave them everything i had info wise..

there reply:

Thank you for sending us a DM. Upon checking, you have an on-site warranty. Please be advised that our service varies upon parts availability, but we are working diligently with our parts supplier to improve the availability of the part. As soon as the part becomes available, our service center will repair the repair the laptop. We appreciate your patience. Auxen_Lenovo

i replied:

Not really good enough is it... It's 46 days old.. 10 of which it's been faulty.. And the company that makes it.. Can't repair it because you don't have the parts... I say you don't have parts.. Because in this current climate you can get anything to anywhere in days... Yet it's been 9 and you still don't know when you can repair it...

and they replied:

Issues may happen at any point of time. It may happen out of the box, a week after, a month, a year, some lasts for over 5 years and even 10 years. It is primarily based on how it was used and its environmental conditions (temperature, usage, etc). Each of our units sold in the market are individually tested and evaluated for optimum performance and durability. That is also a reason why we have limited warranty included on our products. If in case it has any hardware failure within a year, we will cover it under the warranty agreement. It just happened that the part needed to fix your computer is not yet available and we can't provide you an ETA as we don't have that details on our end. Auxen_Lenovo

still not happy as i feel im just being led up the garden path i replied:

If you can't give an eta on a repair as you clearly have stated your waiting on s part that's not available.. Then shouldn't I get a replacement or refund under the consumer rights act 2015 as I believe is not reasonable to wait as this is needed for college study?

and there final reply before I gave up:

Sorry, but we can only provide repair in accordance with the warranty of your laptop. If the laptop was purchased from another store, please contact them, so they can check your option under the store return/replacement policy. If the laptop was purchased from our shopping website, Did our phone support provided any ETA to when the part will become available?
Hector_Lenovo

i really don't know what to do next - that's why i came to you the experts...

wealdroam

Section 23 of Consumer Rights Act 2015 says (amongst other things):

23 Right to repair or replacement

(2) If the consumer requires the trader to repair or replace the goods, the trader must—
(a) do so within a reasonable time and without significant inconvenience to the consumer...

Section 24 of the CRA explains that if the trader cannot meet the 'reasonable time' requirement then the consumer has the right to a refund - which must be a full refund during the first six months following purchase.

I'll leave you to read the exact wording of CRA S24(5).

D0Z3R

"23 Right to repair or replacement

(2) If the consumer requires the trader to repair or replace the goods, the trader must—
(a) do so within a reasonable time and without significant inconvenience to the consumer..."

5)A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—
(a)after one repair or one replacement, the goods do not conform to the contract;
(b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or
(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

sorry for being thick - so i have to wait as I'm not giving reasonable time?

wealdroam

In particular, S24(5)(c).

Greta_Sharbo

D0Z3R wrote: »

"23 Right to repair or replacement

(2) If the consumer requires the trader to repair or replace the goods, the trader must—
(a) do so within a reasonable time and without significant inconvenience to the consumer..."

5)A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—
(a)after one repair or one replacement, the goods do not conform to the contract;
(b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or
(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

sorry for being thick - so i have to wait as I'm not giving reasonable time?

If it isn't repaired within a reasonable time you could look at rejecting.
These are your statutory rights though - nothing to do with warranty. Have you been back in touch with Argos?

D0Z3R

Greta_Sharbo wrote: »

If it isn't repaired within a reasonable time you could look at rejecting.
These are your statutory rights though - nothing to do with warranty. Have you been back in touch with Argos?

not yet - I'm going back to them tomorrow