Faulty laptop issues!

twaters

I have a Lenovo laptop that was purchased brand-new in July 2020 from Laptops Direct. 

It has had various issues since purchased, but mainly where the device is freezing to the point where you can only hard power the device down! It is a work laptop, and as a small company we do not have spare laptops available for this kind of down time. 

1st time, advised by Lenovo to factory reset the device myself through their guidance - did not solve the issue
2nd time, device was sent off to repair (was able to use a personal laptop during this time, but has since itself died due to old age!), the SSD was replaced and sent back to me. This has not kicked the issue, and problems are continuing!

Speaking to Laptops Direct, they won't do a thing without an uplift number from Lenovo which Lenovo are refusing to provide. They are only offering to send it off to repair again as a 'gesture of goodwill' as the device is now outside of the 1 year warranty. This has already been protested with them as the issue was first reported during the warranty period so this issue should still be treated as a warranty one! We are now unable to send the device off to repair as I cannot be without a work laptop for at least a week and neither Lenovo or Laptops Direct are willing to assist!

Does anyone have any guidance or advice on who is best placed to deal with this and how to go about seeking a replacement/refund etc etc etc. 

Thank you!

Bradden

Was this a personal purchase or business to business? Consumer rights are limited in B2B sales.

sheramber

Bradden said:

Was this a personal purchase or business to business? Consumer rights are limited in B2B sales.

 It is a work laptop, and as a small company we do not have spare laptops available for this kind of down tim

B2B sale.

twaters

Purchased on a personal card for business use, thanks!

Al_Ross

Buy or borrow a used cheap laptop to tide you over whilst yours is away getting repaired.

mattyprice4004

twaters said:

Purchased on a personal card for business use, thanks!

If it's a business purchase (which it is), a lot of consumer rights don't apply. 
If they are offering a repair as a goodwill gesture outside of warranty, this is probably your best bet and you'll need to make alternative arrangements. 

FYI I manage IT for a very small company, and even though I can count our staff on one hand we do have a spare laptop to cover issues like this - you ALWAYS need some kind of contingency. 
What would you do if you came to work one day and it just wouldn't power on?