Lenovo refusing to refund extended warranty (within the 14 day period)

cypher007

i bought a Lenovo laptop which after about 3 months i noticed had a design fault that only showed when playing directx 9 games.

i didnt know it was a design issue so decided to buy a premium care package so i could have the engineer onsite and discus rather than sending the laptop back to Lenovo. the package said next day repairs blah blah etc and cost £104.60 for two years cover, which they started from the day i purchased the laptop not the cover, bit cheeky. anyway a part was delivered after about 3 days then the engineer arrived after about 6 days, after missing one appointment, fortunately i was having them visit my work otherwise that would have been a day off work wasted. engineer fitted new motherboard same problem. base said send laptop in for testing, it had already passed all the tests they had asked me to run. i didnt want to do this as i felt i had given them there chance to repair it, a motherboard is essentially the Laptop so what were they going to be able to do back at base with what is a design fault?, plus it was only 3 months old so said i would like a refund.

well after being batted around for a couple of days and me having to explain how consumer rights override there company policy they finally agreed to refund me. great i thought. then i asked about the extended warranty, "oh no we wont refund that", so i asked what i was supposed to do with a warranty on a laptop i dont have and said its within the 14 day cooling off period. they said but youve used it. im like yes to try and fix a laptop which you couldnt fix.

now i paid using Paypal via my credit card i think so i could go down that route. whats your thoughts as ive had problems with Paypal/credit cards taking suppliers side before.

HillStreetBlues

I would be saying that you never used the extended warranty.
You used CRA  to get it fixed as they had a duty to do, then as the fix didn't work you asked for a refund under same Act.

So there should be no reason not to get refund as you are with the 14 days.

cypher007

they might argue that the normal warranty doesnt provide onsite?

Manxman_in_exile

cypher007 said:

... i didnt know it was a design issue so decided to buy a premium care package so i could have the engineer onsite and discus rather than sending the laptop back to Lenovo. the package said next day repairs blah blah etc and cost £104.60 for two years cover, which they started from the day i purchased the laptop not the cover, bit cheeky. anyway a part was delivered after about 3 days then the engineer arrived after about 6 days, after missing one appointment, ....

....then i asked about the extended warranty, "oh no we wont refund that", so i asked what i was supposed to do with a warranty on a laptop i dont have and said its within the 14 day cooling off period. they said but youve used it. im like yes to try and fix a laptop which you couldnt fix....

What prompted Lenovo to deliver a part after 3 days and send out an engineer after 6 days?  Had you asserted your rights under the Consumer Rights Act or did you tell them that you were using the "premium care package"?

I understand your point about them failing to fix the laptop under the premium care package, and that therefore you didn't really use it from your point of view, but if you called them out under it then you did really use it from their point of view.

You haven't actually said so, but presumably you bought it from Lenovo and not from somebody else?  (And that the Lenovo entity you bought the laptop from is the same Lenovo entity that tried to fix it?)

cypher007

i bought the premium care as Lenovo who i bought it from wanted me to send it in for repair, which i wasnt keen on as the fault wouldnt be present under there diagnostics that i had already run.

i wouldnt have even bothered with a repair had they agreed to a refund, as it was only 3 months old, but as they wouldnt i had to go down the "retailer has to be given a chance to repair" route. this is a laptop that retails for over £1000 so its not like im dealing with a £200 chrome book.

on a side note i have been a computer engineer for 25 years so its not like i dont know what im doing.

MattMattMattUK

cypher007 said:

i bought the premium care as Lenovo who i bought it from wanted me to send it in for repair, which i wasnt keen on as the fault wouldnt be present under there diagnostics that i had already run.

i wouldnt have even bothered with a repair had they agreed to a refund, as it was only 3 months old, but as they wouldnt i had to go down the "retailer has to be given a chance to repair" route. this is a laptop that retails for over £1000 so its not like im dealing with a £200 chrome book.

on a side note i have been a computer engineer for 25 years so its not like i dont know what im doing.

On that basis then you used the premium care package, so you would not be entitled to a refund for it.

HillStreetBlues

cypher007 said:

they might argue that the normal warranty doesnt provide onsite?

They could, but I would counter that.
https://www.which.co.uk/consumer-rights/advice/how-to-cancel-your-extended-warranty-aHUF09w6bhXY

If it's an extended warranty you have 45 days to cancel.
 

If you've made a claim or it's beyond 45 days, you must be given a pro-rata (partial) refund.

I would argue. there can not be a deduction for a repair as the repair was legally required and should be free.

visidigi

HillStreetBlues said:

cypher007 said:

they might argue that the normal warranty doesnt provide onsite?

They could, but I would counter that.
https://www.which.co.uk/consumer-rights/advice/how-to-cancel-your-extended-warranty-aHUF09w6bhXY

If it's an extended warranty you have 45 days to cancel.
 

If you've made a claim or it's beyond 45 days, you must be given a pro-rata (partial) refund.

I would argue. there can not be a deduction for a repair as the repair was legally required and should be free.

They offered to repair. For Free. back at their facility.

The OP wanted this onsite, so they made the decision to do so, therefore I can't see a full refund, maybe more likely a partial one...

HillStreetBlues

visidigi said:

They offered to repair. For Free. back at their facility.

The OP wanted this onsite, so they made the decision to do so, therefore I can't see a full refund, maybe more likely a partial one...

But CRA doesn't state a retailer can charge for a quicker repair, which is what has happened, that's what I would be arguing.

born_again

cypher007 said:

i bought a Lenovo laptop which after about 3 months i noticed had a design fault that only showed when playing directx 9 games.

i didnt know it was a design issue so decided to buy a premium care package so i could have the engineer onsite and discus rather than sending the laptop back to Lenovo. the package said next day repairs blah blah etc and cost £104.60 for two years cover, which they started from the day i purchased the laptop not the cover, bit cheeky. anyway a part was delivered after about 3 days then the engineer arrived after about 6 days, after missing one appointment, fortunately i was having them visit my work otherwise that would have been a day off work wasted. engineer fitted new motherboard same problem. base said send laptop in for testing, it had already passed all the tests they had asked me to run. i didnt want to do this as i felt i had given them there chance to repair it, a motherboard is essentially the Laptop so what were they going to be able to do back at base with what is a design fault?, plus it was only 3 months old so said i would like a refund.

well after being batted around for a couple of days and me having to explain how consumer rights override there company policy they finally agreed to refund me. great i thought. then i asked about the extended warranty, "oh no we wont refund that", so i asked what i was supposed to do with a warranty on a laptop i dont have and said its within the 14 day cooling off period. they said but youve used it. im like yes to try and fix a laptop which you couldnt fix.

now i paid using Paypal via my credit card i think so i could go down that route. whats your thoughts as ive had problems with Paypal/credit cards taking suppliers side before.

At what point did you realise it's a design fault?
Or is it just a software issue? Or incompatibility issue with directx 9games? Give that 12 is the latest version.

https://www.elevenforum.com/t/directx-9-problem.9638/

cypher007

born_again said:

cypher007 said:

i bought a Lenovo laptop which after about 3 months i noticed had a design fault that only showed when playing directx 9 games.

i didnt know it was a design issue so decided to buy a premium care package so i could have the engineer onsite and discus rather than sending the laptop back to Lenovo. the package said next day repairs blah blah etc and cost £104.60 for two years cover, which they started from the day i purchased the laptop not the cover, bit cheeky. anyway a part was delivered after about 3 days then the engineer arrived after about 6 days, after missing one appointment, fortunately i was having them visit my work otherwise that would have been a day off work wasted. engineer fitted new motherboard same problem. base said send laptop in for testing, it had already passed all the tests they had asked me to run. i didnt want to do this as i felt i had given them there chance to repair it, a motherboard is essentially the Laptop so what were they going to be able to do back at base with what is a design fault?, plus it was only 3 months old so said i would like a refund.

well after being batted around for a couple of days and me having to explain how consumer rights override there company policy they finally agreed to refund me. great i thought. then i asked about the extended warranty, "oh no we wont refund that", so i asked what i was supposed to do with a warranty on a laptop i dont have and said its within the 14 day cooling off period. they said but youve used it. im like yes to try and fix a laptop which you couldnt fix.

now i paid using Paypal via my credit card i think so i could go down that route. whats your thoughts as ive had problems with Paypal/credit cards taking suppliers side before.

At what point did you realise it's a design fault?
Or is it just a software issue? Or incompatibility issue with directx 9games? Give that 12 is the latest version.

https://www.elevenforum.com/t/directx-9-problem.9638/

i realised after the motherboard was replaced and the same problem existed. i think it might be related to the way they link the Intel GPU to the Nvidia GPU. on a colleagues Legion that doesnt have the issue, which mine seems to be a budget version of, you can disable the Intel GPU and just run the Nvidia GPU. there is no option on mine to do that as im guessing they didnt add the necessary circuitry.

DX9 is still used in some games like Couter Strike GO which is an Esport watched by millions.