Lenovo damaged my laptop during repair!

Evangeline9512

I purchased my laptop towards the end of 2021, spending almost £2000 on it, for it to need the motherboard replacing. It is under warranty, therefore, I sent it in for repair. When it was returned it had a dent in it, on the corner of the base, where it has clearly been dropped and had direct contact with a hard surface. I have photographs of both before and after, Lenovo is informing me that the investigation is happening and I need to send it back in for further repair... However, then I have a laptop that was dropped, I also have to endure another week without one which is a huge inconvenience and stress due to being in my final year of my masters. I have tried to raise this as a formal complaint many times, but the technical support member who I'm in contact with is telling me there is no manager to speak with. Is there any advice on where to go with this? I do not believe I should have to send in the laptop for them to repair it as this then is a further inconvenience to myself... It is also near impossible to find someone to speak with from Lenovo

sheramber

What do you want to happen?

bris

Send it back, get it fixed job done, What else are you expecting?

Evangeline9512

I expect a replacement or my money back, they told me to arrange UPS collection last week.. where they would bring the sticker so I did, and they turned up with no sticker so It still hasn't been sent back. I don't think it should be down to me sending it in for repair, I believe they should send me a replacement.

Ergates

When you say "towards the end of 2021" when do you mean?   Was it less than 6 months ago?

If a product is found to be faulty within 6 months of purchase, the default position is that the fault was present from the start.  The retailer (did you buy direct from Lenovo?) should take care of the issue, but they have the choice of refund, replace or repair.   They have 1 attempt at repair - if this doesn't work then you are entitled to reject the item.

However, I don't know if this case falls under that - as the initial issue was with a motherboard, which they've repaired and this is now a separate issue (which wasn't present at the start).   So... do they now get 1 more chance to fix it as it's a separate thing?  Or is it one attempt to fix any and all issues (including dents they've made).

TELLIT01

The OP isn't saying the laptop is faulty now, just that it has suffered damage to the casing which may or may not have affected the innards.  Irrespective of that, the most effective route forward is to return it to Lenovo and let them fix it.  If they replace the machine they will not transfer anything from the existing maching to the new one.

The OP doesn't know either if the damage happened at Lenovo or in transit.  Either way, it is for Lenovo to address that issue but they will want to see the damage for themselves.  It seems the OP is determined to get a replacement, irrespective of their actual rights.

Evangeline9512

The issues are two separate ones.. they fixed the problems with the laptop but then caused the physical damage to it.
I have tried to get the laptop sent back for repair (for the physical damage they caused). However, I'm being sent back and forth from Lenovo to the courier, both telling me it is the other's responsibility to contact them or for me to contact, the latter which I'm doing. I am happy if it is fixed, however it is not and it is not looking like they will communicate and progress my complaint which is why I thought a replacement a better option.

Ergates

Evangeline9512 said:

The issues are two separate ones.. they fixed the problems with the laptop but then caused the physical damage to it.
I have tried to get the laptop sent back for repair (for the physical damage they caused). However, I'm being sent back and forth from Lenovo to the courier, both telling me it is the other's responsibility to contact them or for me to contact, the latter which I'm doing. I am happy if it is fixed, however it is not and it is not looking like they will communicate and progress my complaint which is why I thought a replacement a better option.

If it was 2 separate faults that were considered to be present from the start (lets say, within the first 6 months first the motherboard went, then the hard drive went), then I think you'd be entitled to reject the offer to repair and demand either a refund or a replacement.

The issue here is that the 2nd fault (physical damage to the case counts as a fault) was definately *not* present at point of purchase.

sheramber

They would not send you a replacement before you returned the original so either way you need to return it.

Evangeline9512

Hopefully UPS will be collecting the laptop.. where they can conduct their investigation. Lenovo told me over a week ago it would be collected within a couple of days but it seems Lenovo didn't actually book any collection as they had informed me. Fingers crossed it will be resolved soon.