Do I Have to Take a Refund, When I Want A Replacement?

mike_302

Lenovo and their retailer in the UK are really playing a game with me.
I battled for nearly a month now to get them to acknowledge the Consumer Rights Act, on a 3 month old premium laptop after they had a chance to repair it a few times. Now they are saying they don't have any more in stock, so they will just refund me. They refunded my warranty without me agreeing (leaving me at risk to accidental damage, as I had an accidental damage warranty); and told me to begin working with them to process the return of the laptop.
Trouble is, I really do like the laptop -- this one was just faulty (overall, the laptop has incredibly positive reviews online). I want a replacement. Lenovo have the exact same make and model available in stock, but the fundamental "Part Number" assigned to the laptop is different. I've tried finding out why it's different from mine, looking in depth at all the specifications, but all the evidence available shows it's the EXACT same laptop -- just more expensive. Lenovo/Digital River say "Sorry, return it, we'll process a refund, and you can rebuy it after".
Where do I stand here? I'm trying to tell them that after all this mistreatment and run around from them, they should in fact be doing me a FAVOUR, and not trying to give me more work and to pay more... 

LABMAN

They get to choose the remedy. Refund, replace or repair it's their choice.

JJ_Egan

As above but i would be asking nicely for a discount on the more expensive laptop .

Aylesbury_Duck

You don't have to accept a refund, but if that's what they're offering and you refuse, they don't have to offer you anything else.

Try the charm tactic to see if you can get a discount on the new model but ultimately, a refund might be the best you'll get.

Bermonia

Agree with above posters, ask nicely and use some charm... insinuating that they should do you you a favour will likely only get their backs up I’m afraid.

mobileron

Just take the refund and buy the new model.

mattyprice4004

Yes, you do - you can request a remedy but it's ultimately their choice. 

Jumblebumble

mike_302 said:

Lenovo and their retailer in the UK are really playing a game with me.
I battled for nearly a month now to get them to acknowledge the Consumer Rights Act, on a 3 month old premium laptop after they had a chance to repair it a few times. Now they are saying they don't have any more in stock, so they will just refund me. They refunded my warranty without me agreeing (leaving me at risk to accidental damage, as I had an accidental damage warranty); and told me to begin working with them to process the return of the laptop.
Trouble is, I really do like the laptop -- this one was just faulty (overall, the laptop has incredibly positive reviews online). I want a replacement. Lenovo have the exact same make and model available in stock, but the fundamental "Part Number" assigned to the laptop is different. I've tried finding out why it's different from mine, looking in depth at all the specifications, but all the evidence available shows it's the EXACT same laptop -- just more expensive. Lenovo/Digital River say "Sorry, return it, we'll process a refund, and you can rebuy it after".
Where do I stand here? I'm trying to tell them that after all this mistreatment and run around from them, they should in fact be doing me a FAVOUR, and not trying to give me more work and to pay more... 
i recently purchased a business laptop ( from the website without registering as a reseller) and their customer services cheerfully gave me a 10% discount  

DoaM

Please edit your post to move your own text and place it below the quote. (You may as well learn sooner rather than later how to use this new site).

anto999

Lenovo / Digital River are probably the worst customer service company one can ever experience in UK. Ordered Lenovo ideapad 5 on 28/11/2020, display has yellow tint, technical services tried to help, no luck so I initiated the return process with technical resource. His return request was deemed invalid by Customer service (CS) team, so a new return request was raised on 21/12/2020 - still waiting for TNT to send an email for collection of the device. Raised an advance refund request on 13/01/2021 - still waiting for a proper update or approval even though they took a return affidavit from me that I will return the item smoothly once refund has been processed. 

Does someone have any experience with lenovo / digital river on getting a refund and what steps to take to get the refund back from them ??

JJ_Egan

Are they not a non UK company .

Based on previous posts Digital River is non UK company .