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

Manxman_in_exile

HillStreetBlues said:

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.

I'm not sure that is what Lenovo have done though?

The OP is entitled to a free repair and Lenovo haven't denied him that right. What they've done is said that the OP must return it to them for repair.  I don't think that's unreasonable of Lenovo.

But that didn't satisfy what the OP wanted, so he bought a care package that entitled him to an onsite repair over and above the "statutory" repair he was entitled to under the CRA.

He then chose to use that package to get an engineer onsite rather than send it back to Lenovo.  I don't think the fact that they failed to fix it changes the fact that he had actually started using the package?

sheramber

the cover was stated from the date of purchase, not from the date the  extended package was purchased.

If it had been started from the date  the package was purchased it wouldn't have covered the fault as it existed before the  extended package was purchased.

As it was purchased specifically to deal with the fault that existed  the OP cannot now claim he did not use it.

cypher007

i dont think its in doubt that i used it. what i would argue is if a product or products, in this case a laptop and a separately purchased warranty which i might add they have shortened by 3 months without any reduction in cost, do not meet the fit for purpose test how can they refuse a refund? the laptop still has a fault, i purchased a supposedly better warranty which took 6-7 days to even attend, they missed the first appointment even after i called them several times on the day and was told the engineer would attend, right up until 17:15, and it didnt fix the fault. so how is either fit for purpose? its like buying a car extending the warranty then they cant fix it but agree to a refund of the car but not the warranty.

does that mean i could start a company providing extended warranties on things not fix them and the buyer have no way to get a refund? hmm, after my experience of home emergency cover addons maybe this is a very lucrative business model.

surely the extended warranty by nature is supposed to offer the service of repairing something otherwise what is the purpose of it?

Manxman_in_exile

cypher007 said:

... surely the extended warranty by nature is supposed to offer the service of repairing something otherwise what is the purpose of it?

What do the T&Cs of the premium care actually package say?   Do they guarantee to fix a faulty laptop?

What do those T&Cs say will happen if they can't fix the faulty laptop?

If those T&Cs say Lenovo will refund (or perhaps replace) if they can't fix it, isn't that exactly what they've done?

I don't think you can claim a refund for the care package either on the ground that you didn't use it or that they didn't repair your laptop.

However, if you want to argue with them that under the premium care package you were entitled to the next day attendance onsite of an engineer etc, but that they failed to provide that service, then you might have an argument that they owe you a refund or partial refund.

But whether you would succeed with that argument would depend on the small print of the T&Cs.  I suspect somewhere it will say that next day attendance (or whatever) is not guaranteed but is "subject to availability of engineers" and perhaps other constraints.

cypher007

Manxman_in_exile said:

cypher007 said:

... surely the extended warranty by nature is supposed to offer the service of repairing something otherwise what is the purpose of it?

What do the T&Cs of the premium care actually package say?   Do they guarantee to fix a faulty laptop?

What do those T&Cs say will happen if they can't fix the faulty laptop?

If those T&Cs say Lenovo will refund (or perhaps replace) if they can't fix it, isn't that exactly what they've done?

I don't think you can claim a refund for the care package either on the ground that you didn't use it or that they didn't repair your laptop.

However, if you want to argue with them that under the premium care package you were entitled to the next day attendance onsite of an engineer etc, but that they failed to provide that service, then you might have an argument that they owe you a refund or partial refund.

But whether you would succeed with that argument would depend on the small print of the T&Cs.  I suspect somewhere it will say that next day attendance (or whatever) is not guaranteed but is "subject to availability of engineers" and perhaps other constraints.

also failing to attend the first appointment, which if i had taken the day off work would have been very annoying. other companies i believe end up having to pay for missed appointments like energy companies fitting meters that dont show etc.

visidigi

cypher007 said:

Manxman_in_exile said:

cypher007 said:

... surely the extended warranty by nature is supposed to offer the service of repairing something otherwise what is the purpose of it?

What do the T&Cs of the premium care actually package say?   Do they guarantee to fix a faulty laptop?

What do those T&Cs say will happen if they can't fix the faulty laptop?

If those T&Cs say Lenovo will refund (or perhaps replace) if they can't fix it, isn't that exactly what they've done?

I don't think you can claim a refund for the care package either on the ground that you didn't use it or that they didn't repair your laptop.

However, if you want to argue with them that under the premium care package you were entitled to the next day attendance onsite of an engineer etc, but that they failed to provide that service, then you might have an argument that they owe you a refund or partial refund.

But whether you would succeed with that argument would depend on the small print of the T&Cs.  I suspect somewhere it will say that next day attendance (or whatever) is not guaranteed but is "subject to availability of engineers" and perhaps other constraints.

also failing to attend the first appointment, which if i had taken the day off work would have been very annoying. other companies i believe end up having to pay for missed appointments like energy companies fitting meters that dont show etc.

Stick to what happened, not the coulda woulda shoulda.

The issue here is you chose to doubled-down on the warranty - you didn't have to. To Lenovo you bought a completely unneeded warranty to fix the problem you had, because you wanted to avoid sending it back because you didn't trust them to fix it.

This all comes down to the T&C's of the extended warranty. What it says they will do, when it starts if nor purchased at the point of purchase etc. You seem to be looking at this how you think it should be (e.g not reducing the costs for buying 3 months after purchase) not what they are required to do. 

So can you share a link to the package you purchased? 

tightauldgit

cypher007 said:

i dont think its in doubt that i used it. what i would argue is if a product or products, in this case a laptop and a separately purchased warranty which i might add they have shortened by 3 months without any reduction in cost, do not meet the fit for purpose test how can they refuse a refund? the laptop still has a fault, i purchased a supposedly better warranty which took 6-7 days to even attend, they missed the first appointment even after i called them several times on the day and was told the engineer would attend, right up until 17:15, and it didnt fix the fault. so how is either fit for purpose? its like buying a car extending the warranty then they cant fix it but agree to a refund of the car but not the warranty.

does that mean i could start a company providing extended warranties on things not fix them and the buyer have no way to get a refund? hmm, after my experience of home emergency cover addons maybe this is a very lucrative business model.

surely the extended warranty by nature is supposed to offer the service of repairing something otherwise what is the purpose of it?

If you buy a warranty on a car and then they can't fix your car then yes that's exactly what they would do. They would compensate you for your car in line with the warranty terms, but you would not be refunded for the warranty which you used to obtain that compensation. 

That's how warranties work. 

The problem is you bought a warranty you didn't need to avail yourself of a specific service - the onsite repair. And you've used that service to discover the laptop is unrepairable and now you're entitled to a refund on your laptop. 

Someone has to foot the cost of the on site engineer visit, or do you think that should be free because he didn't fix it? 

sheramber

 You were lucky that they were prepared to give you cover.

If they had not backdated it to when you bought the laptop  you would not be entitled to the  visit. 

In essence, the extended warranty paid for the engineers's visit.

Your options were send it away without paying for the extended warranty or pay for the extended warranty and get a home visit.

You chose the latter.

As things turned out you did not need the extended warranty to get a refund for the laptop , but did need it, and used it, to get a home visit.

if your car was written off would you expect the insurance company ( as that is what a warranty is) to refund your premium as well as pay out for the car?

cypher007

ive been around long enough to know how these repair centres work. if i had sent it back for repair it would have come back with the same fault as they would just run diags on it and not the DX9 bench marks and games that show the issue. it might have even come back with some added dings and dents. like the engineer said when he realised it was a personal laptop and not a business one "i need to see how it comes apart, as normally if its a corporate one i just rip into them". he also said when i asked why they didnt tell me he wasnt coming the day before "theyre useless".

the one good thing about the process was the care the engineer showed when disassembling the laptop.

tightauldgit

cypher007 said:

ive been around long enough to know how these repair centres work. if i had sent it back for repair it would have come back with the same fault 

But you'd then be able to get your refund without paying for a warranty.