Lenovo Laptop Repair - Issues and what are the next steps?

superleeds27

Ill try to keep this as brief as I can. - Not sure if this is the right place to post?

The laptop was bought on the 2nd January 2020. When it arrived and I unboxed it to check everything was there and it booted and then it was placed back in its original wrapping/box etc for a few weeks. Eventually, in early February I got around to setting the laptop up, only to notice that the device had a bunch of dead pixels that were scattered around the screen in various places.

Lenovo agreed to take the laptop in under warranty to be repaired on the 14th February, they received the unit on the 18th, the repair was completed on the 19th and shipped back to me. The laptop arrived back with me on the 20th February.

I unboxed the laptop only to find cosmetic damage and chips from the inner laptop lid that weren’t there when I sent it in for repair. The laptop was also left on and in a sleep state too. Upon further inspection the laptop still had dead pixels too, so the original issue either hadn’t been sorted, or the replacement LCD also had issues that weren’t checked before it was shipped back to me.

It took until the 9th of March for Lenovo to agree to take the laptop back to rectify the issues that had been created when the laptop was taken in for repair. They also agreed to extend the original warranty by 3 months to compensate me for the time lost.

Lenovo received the laptop on the 11th March, with the repair being completed on the 12th March and the laptop being shipped back to me on the 13th.

Upon receiving the laptop back on the 13th March, the first thing I noticed was that the laptop lid hinge was hanging off and not properly secured or clipped in as it should be and the damage that had been made on the previous repair hadn’t been rectified.

At this point I had asked for either a full refund or a full new unit and if that wasn’t available a laptop of similar specification. This was ignored and they said they would take the laptop in again to repair everything and this would be done by a senior technician?

Lenovo Received the laptop on the 1st April and the repair was completed and the laptop was back with me on the 5th April.

The laptop finally looked like it was sorted and there were no visible issues. I then decided to take out an extended warranty on the 10th April which would see the laptop covered until 2023 and this was at a cost of £55.44. I felt with the issues I occurred within the first few months of ownership, that this probably was the best course of action. Something I’ve never ever had to do on a laptop or any electronic equipment before.

On the 13th November I created a service request as the laptop had once again developed dead pixels, there was roughly 5/6. The screen also has a random flicker to it. This is hard to replicate and was never an issue when I first had the laptop, which makes me believe that there’s a wiring issues somewhere that causes this flickering. It took me just under 3 weeks for Lenovo to respond to emails and for my laptop to be taken in, again, for a repair. Something I was dreading after the previous attempts.

The laptop came back to me on (9/12/20) and the first thing I spotted was

• The hinge cover not securely fitted. (I’ve not attempted to push this in as I have no idea if this could cause further damage.)
• Opening up the laptop, I noticed the laptop lid had now lost its tension. The lid itself was quite stiff, however now when you lift the lid an inch or so up it flops back down. When the lid is closed, the lid doesn’t stay closed if it’s tipped upside down, it opens about an inch or two.
• The inside hinge of the lid is also not securely fitted in the same place it’s loose on the back
• I booted the machine up and immediately spotted one dead/stuck pixel fairly central on the screen.
• The screen still has the random flickering

I've had contact with a Customer Care case manager and they offered to supply me a brand new unit, albeit, it's nothing like the original device. The specification is newer, however the style is totally different. It was the slim Ultrabook style that drew me to the laptop in the first place. I'm not wanting a 2-in-1 convertible touchscreen machine that nothing like the Ultrabook. The replacement device isn't available to order in the UK as of yet and the delivery time would be 2-4 weeks.

I'd gone back to them and they basically said they have nothing of similar spec/style available (Their website shows laptops that are very similar, or, a lot thinner than the device they offered) They've asked me to reconsider, their options are very limited at the moment.

I had initially told them in my original email that they had 14 days to sort it out - Consumer Rights act 2015.
Does anyone have any suggestions on where to go with this? Or had anything similar happen to them at all?
Full refund?

JJ_Egan

Consumer Rights  quoting suggests you bought from Lenevo  yes ?

superleeds27

JJ_Egan said:

Consumer Rights  quoting suggests you bought from Lenevo  yes ?

Yep. Was direct from them. However they say they dont sell direct to consumer, it's done through Digital River.
They've emailed again this morning and said they'll see what laptops they have access to and see if there's anything else thats suitable. If that's not the case then they'll explore the issues of a refund.

Supatramp

Have you looked up Digital River on Trustpilot?  Very poor reviews.

I could buy a Moto mobile at a very good price, but when I spotted that it was actually Digital River I was actually dealing with, I looked up to see who they were.  They're also linked with some crowd in Asia, or somewhere.

Needless to say, I decided not to buy from them!