Laptop screen crack

w00519773

I purchased a Lenovo ThinkPad P1 Gen 7 in November, partly due to the advertised next-day delivery. The order was delayed and the laptop arrived around two weeks later following notification.

The first device arrived with a cracked, non-functioning screen and was returned. A replacement was issued after a further delay of around two weeks.

The replacement has mainly been used docked with external monitors, with the lid only opened occasionally. On a recent occasion (after just three months of usage) when opening it to connect a third monitor, I noticed the screen was cracked.

The laptop was purchased with Lenovo Premier Support (next-business-day onsite support). However, Lenovo have stated this is classed as accidental damage and have advised it must go through depot repair rather than onsite support.

This means I have been asked to:

• back up data
• prepare for a potential factory reset
• deal with BitLocker/password issues
• package the device for courier collection
• accept potential downtime during repair

There have also been issues with the collection process, including attempted FedEx collections despite the device not being ready. Lenovo have since said they will provide packaging materials.

Lenovo’s position remains that cracked screens are treated as accidental damage requiring depot assessment.

I have checked with my home insurance provider, who indicated it may be covered under accidental damage depending on assessment.

At this stage I am considering:

• proceeding with depot repair under accidental damage
• escalating with Lenovo regarding Premier Support
• or using home insurance if Lenovo decline cover

I’d be interested to hear if anyone has had similar experiences with Lenovo Premier Support (or another laptop provider) and how cracked screen cases were handled.

My main question is whether this is likely to be treated as accidental damage or a fault under consumer rights, given the timing and circumstances.

born_again

Is this a buisness purchase?

Aylesbury_Duck

If this was a consumer purchase, the date of order and receipt will be important, given the closeness to the six month point.

w00519773

https://forums.moneysavingexpert.com/discussion/comment/82013527#Comment_82013527

No, this was a consumer purchase made directly from Lenovo rather than a business purchase.

w00519773

Yes, it was an online consumer purchase made directly from Lenovo.

The replacement laptop was delivered late December, and the issue was reported to Lenovo well within six months of receipt. The collection/assessment process has simply taken time due to the ongoing discussions and depot arrangements.

Boohoo

I can't see how a screen can crack in the closed position without it being dropped or something hitting it unless it was damaged when closing the lid.

Has anyone else got access to the room where the laptop is?

It does seem a long time from replacements or repairs to turn up but if there are the t&c then you have to follow them.

As for the home insurance what was the price paid and is the laptop a specified item as my insurance only covers laptops upto £300 unless I pay extra for cover.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82013994#Comment_82013994

Assuming it was processed as a replacement rather than refund and reorder then the 6 month clock starts from the original delivery date not the replacement date.

Jumblebumble

https://forums.moneysavingexpert.com/discussion/6669992/laptop-screen-crack

We have dealt with about 100 Lenovo laptops in the last few years and we have had zero screen issues ( Except when someone shut it with a pen inside)

They all arrived in very comprehensive packaging so it seems odd to have broken unless packed as broken in the factory

To help manage your expectations my view is that Lenovo are going to insist that your laptop goes off to flex or another of their authorised repair agentswho will inspect and advise that it is customer damage and it will be deemed a chargeable repair.