Lenovo Australia Is Refusing to Refund for a 2 month old faulty laptop

Truthbe on 05/10/2020 - 14:47
Last edited 05/10/2020 - 14:49

What a headache, it all started in August when after only 2 months while using the laptop the L key got stuck and fell off. There was a little flimsy plastic part that broke - it was so badly produced it wouldn't surprise me if it was made to break for this very reason. I of course tried to follow up with Lenovo if they could fix this (under warranty of-course), they said as the key fell off and no longer attached, they will need to replace the whole keyboard and that it will regarded as my fault and I would have to pay..

Now it doesn't end there, only 2 week later, boom - wake up on a weekend and the computer power light would just flash and turn off. I tried every single piece of advice online and as it was a weekend Lenovo couldn't even answer the phone. I had important work on that laptop, now all locked up forever (removing the SSD voids warranty according to lenovo). I rushed it to a local repair shop - they held it over night and it ended with them saying they couldn't even help - its a motherboard issue, its gone.

How bloody ridiculous, only 2 months old. So finally, emailed Lenovo again, at first they offered nothing, but after mentioning fair trading they have offered an onsite repair. I'm done with Lenovo as you could imagine, I just want a refund as I am legally entitled. They refused to discuss a refund and recommend the repair (I straight out asked if its a recommendation or if its denial of refund - they don't want to answer)

Will I have any luck with Fair Trading, or are we screwed as consumers?

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Comments

  • skido on 05/10/2020 - 14:53
    -8

    I had important work on that laptop, now all locked up forever

    Make sure to always back up your work

    I rushed it to a local repair shop

    So you decided to get it checked at a third party.. wouldn't that void warranty?

    they have offered an offsite repair.

    Just let them repair it for you?

    I just want a refund as I am legally entitled

    I don't see how you are legally entitled to a refund

    • WoodYouLikeSomeCash on 05/10/2020 - 14:54
      +13

      I don't see how you are legally entitled to a refund

      A major fault entitles you to a refund.

      • Truthbe on 05/10/2020 - 14:56
        +2

        So you decided to get it checked at a third party.. wouldn't that void warranty?

        https://www.accc.gov.au/media-release/accc-takes-action-agai…

      • skido on 05/10/2020 - 15:01
        +2

        Where did you get this from?? OP has used it for 2 months. It stopped working. OP can make a warranty claim. Lenovo can either replace it or repair it.

          • skido on 05/10/2020 - 15:02
            -2

            @Truthbe:

            it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time

            • WoodYouLikeSomeCash on 05/10/2020 - 15:03
              +1

              @skido:

              If the problem is major or cannot be fixed, the consumer can choose to:

              reject the goods and obtain a full refund or replacement, or
              keep the goods and seek compensation for the reduction in value of the goods.

              • skido on 05/10/2020 - 15:11
                -3

                @WoodYouLikeSomeCash: so if an iPhone stopped working within 2 months, Apple can (and will) refund you ??

                • Truthbe on 05/10/2020 - 15:14
                  +1

                  @skido: For a major fault, yes.

                  Maybe not for a broken screen.

                  • veej on 06/10/2020 - 09:31
                    +1

                    @Truthbe: These days even a keyboard can be classed as a major failure on some laptops. There are several models around that to replace a keyboard you need to strip everything out of the laptop to change it out. What used to be minor repairs ie: screens and keyboards, can now involve ripping everything out of the laptop to get to the part.

                • WoodYouLikeSomeCash on 05/10/2020 - 15:15

                  @skido: I’m just pointing out what the ACCC says.

                  • skido on 05/10/2020 - 15:20

                    @WoodYouLikeSomeCash: yea but does it actually work in practice? The company has a repair policy. They've offered solutions.

                    note from ACCC:

                    You can ask a business for your preference of a free repair, replacement or refund, but you are not always entitled to one.

                    • WoodYouLikeSomeCash on 05/10/2020 - 15:21

                      @skido: Yes it say your not always entitled but it states if it’s a major fault your entitled to choose the remedy.

                    • Truthbe on 05/10/2020 - 15:21
                      +1

                      @skido: We're going in circles, because 'A major fault entitles a consumer to their choice of a replacement or a refund.'

      • tebbybabes on 05/10/2020 - 15:04
        +6

        A major fault entitles a consumer to their choice of a replacement or a refund.

        and it also has to fall under

        • it has a problem that would have stopped someone from buying it if they’d known about it
        • it is significantly different from the sample or description
        • it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
        • it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
        • it is unsafe.
        • WoodYouLikeSomeCash on 05/10/2020 - 15:04
          +1

          This one:

          it has a problem that would have stopped someone from buying it if they’d known about it.

        • spersephone on 05/10/2020 - 17:49

          Yes - any of these, not all of these.

  • jayboi on 05/10/2020 - 14:54
    +1

    they will need to replace the whole keyboard and that it will regarded as my fault and I would have to pay..

    Thats BS, happened to my brand new Lenovo and they replaced the whole top case without charging me.
    My Lenovo was the most unreliable laptop I've owned, luckily I got extended warranty, after a year if endless faults Harvey Norman ended up refunding me and I got a refund from Lenovos extended warranty.

    • Truthbe on 05/10/2020 - 14:59

      Damn, I wonder if buying through Harvey Norman would have helped with negotiations - I unfortunately bought straight from the Lenovo website so all my dealing are through them

      • jayboi on 05/10/2020 - 15:01

        And Lenovo themselves replaced the keyboard for free when the shift key fell off. I didnt even go through Harvey Norman on that one

      • DoctorCalculon on 05/10/2020 - 20:27
        +3

        OP, write a email/letter clearly stating your rights as a consumer of Lenovo under the ACL.
        Quote all relevant legal clauses applicable to your case.

        Provide them with a 5 - 7 business days to respond and agree to a full refund (pursuant to the consumer legislation).
        Also, state that should they choose not to respond or resolve the matter under the above terms, you will escalate the matter to ACCC.
        If you do need to create a case with ACCC, then make sure you CC Lenovo, so that they know you are serious about them trampling on your rights.

  • tebbybabes on 05/10/2020 - 14:59

    Strange that removing the SSD would void a warranty. I always thought Lenovo classified those as CRUs.

    Anyway, the warranty is there and it entitles you to a repair or a replacement - the decision is by the warrantor.

  • DannyC on 05/10/2020 - 15:25
    +1

    They are obligated to repair/replace your device at the end of the day, though not too sure about the refund policies, being only 2 months old n all with a major fault. Since it is for work, you'd probably want it repaired immediately so the onsite repair is much fast than say being sent to a Lenovo repair centre which could takes weeks to repair. I understand the frustration though since you require it for work.

  • Jolakot on 05/10/2020 - 15:56
    +1

    Had a huge saga myself with Lenovo last year, not sure what happened as they used to be the go-to for quality and customer support.

    I think you have to accept a repair first even under fair trading rules, mine went through two rounds of repairs before they finally gave me a refund.

  • garetz on 05/10/2020 - 16:16

    Removing the ssd does not change their warranty obligations, they have to prove the problem you are warrantying is directly related to the ssd removal for them not to be responsible.

    You have very little chance of getting a refund until its had at least 3 problems requiring warranty within the first 12 months, then you can probably take it to fair trading.

  • Drakesy on 05/10/2020 - 16:34
    +1

    Would say this is a major fault. Refund would be in order PROVIDED the laptop has only been subjected to normal wear and tear.

  • El Grande on 05/10/2020 - 16:39
    +5

    My thinkpads motherboard got bricked after a BIOS update. I had a shit slinging match with Lenovo as they wouldn't fix it as apparently BIOS updates don't do that or only do that if it runs out of power. Eventually they relented as I told them I was the IT admin in charge of purchasing computers for my company and they wouldn't get a single new order from us ever. I think if you are a private buyer you are pretty much screwed.

    Lenovo makes garbage and is a chinnese company. Buy a Dell or something. They fixed my XPS out of warranty by 3 years as it was a premium products and I had made no claims on the machine. They could see I had purchased 5+ computers from them over the years.

    • No Username on 05/10/2020 - 17:39
      +4

      Dell is the best. Customer support is always amazing and repairs are fast and rapid. Dell is the only company I know that gives no S**t if you poke around in their system. Your warranty will still stay intact and there are even service documents and some basic instructions printed inside the machine.

      • mini2 on 05/10/2020 - 23:11
        +1

        Lenovo also provide Hardware Maintenance Manual (HMM) for anyone wanting to have a poke around their hardware.

    • nhylated on 05/10/2020 - 17:58
      +1

      +1 for Dell. I own a Dell and always recommend it for their onsite warranty and after-sales services. I've had one service call as laptops screen went bust - but it was fixed with warranty within 2 days and the technician came to my house.

      • mini2 on 05/10/2020 - 23:13

        Dunno if it's still the case but back in the day, the onsite guys are subbie from Unisys. Gets a fixed rate regardless the size of the job - same pay for swapping out a laptop battery literally 2 minutes work or doing a full mobo replacement.

        • El Grande on 06/10/2020 - 18:55
          +1

          Lenovo is also with Unisys, they do work for Apple too. The point is the guys behind the phone are trash at Lenovo. They don't care about repeat business and don't care if you go with another brand in the future. Dell is the best PC maker in terms of service. Also, they give you 1-month change of mind from memory.

    • El Grande on 06/10/2020 - 18:51

      Actually, I should correct my statement. It got bricked during the update. It finished flashing the motherboard went in for a restart and never woke up. If I tried starting it manually the fan would spin for a second and the ThinkPad light would flash and nothing else.

  • nfr on 05/10/2020 - 17:31

    What model is it?

    • Truthbe on 05/10/2020 - 20:38

      IdeaPad Slim 5

  • screensaver on 05/10/2020 - 17:32

    find all the places you can leave reviews

    • Soluble on 05/10/2020 - 18:41

      Not much positive in there. Even 1 of their 5 star reviews is negative -.-

  • dandosr on 05/10/2020 - 17:49

    Oh dam. I got my girlfriend to purchase a Lenovo laptop off a deal I saw on here… and 10 months in and its toast. I just lodged a warranty claim today. This is not the thread I want to be reading…..

  • this is us on 05/10/2020 - 18:21
    +3

    That's why more and more people choose to buy from Amazon and other decent stores with good customer support, and when possible using a credit card that would extend warranty.

    That's why more and more people choose to buy stuff from (grey market) for 30% less, without local warranty.

    Most times, when we have to deal with these companies, the experience is extremely frustrating.

    There is a good summary of major and minor defects here:
    https://www.choice.com.au/shopping/consumer-rights-and-advic…

    They should give you a full refund, there is no discussion here.

  • SetsunaFSeiei on 06/10/2020 - 00:59
    +1

    Short concise video about your rights for refunds in Australia. One of the few laws that doesn't screw over the consumer. https://youtu.be/uE8BB-ioNRw

  • OzHunterNSW on 06/10/2020 - 09:51
    +1

    You take it back to where you purchased the item from, it is their responsibility to initiate warranty procedures.

    • Quantumcat on 06/10/2020 - 09:57

      OP bought it direct from Lenovo

  • jakentta on 06/10/2020 - 11:12

    Gotta love the quality control at Lenovo. We have a fleet of 60 little Lenovo 11e netbooks. In one and a half years, at least 6-7 of them have just died, requiring a motherboard replacement. Also another 2-3 have had other issues, such as screen failing. Luckily they have onsite warranty, which has so far worked great. But with them being base models, apparently the storage is integrated to the motherboard, so every time a motherboard fails, it's bye bye to all of the contents!

  • Rockets84 on 06/10/2020 - 13:59

    Sorry to hear about your bad experience with the IdeaPad. I find it interesting the third party couldn't get your data, the IdeaPad has a removable bottom and SSD drive without any warranty stickers so should have been a easy task. When it comes to Lenovo laptops there's ThinkPad's and then there's the rest. If you need it for work I would only buy ThinkPads and not touch the other cheap models. In general ThinkPad's are of much higher quality. I've been supporting IBM/Lenovo ThinkPad's for nearly 20 years mostly R,T & X series which are generally tough as and just keep going. We still countless T420 models out in the field with upgraded RAM & SSD running Win 10 and they just keep going, perfectly fine if you're only doing Office tasks. If we have a problem with one a call to Lenovo and they generally send us the parts required unless it's a screen or mainboard which are rare failures. We get more dropped laptops than dead ones from mainboard failure. Of course this is just my experience with Lenovo ThinkPads.

  • wetwork on 06/10/2020 - 17:52
    +3

    Lenovo is terrible terrible terrible. I am frustrated by their definition of a major failure.
    The screen stopped working in one half - the other half was only green and purple. Wifi stopped as well.
    Returned to Officeworks - they did not agree that a failed monitor and failed wifi was a major failure. Apparently this is a Lenovo policy. Given their body language and prepared conversation, this is a common occurence.
    Yes, the laptop cost only $547 when I bought it, so what did I expect?
    NSW Fair Trading advised me that the laptop had "to be repaired ïn a reasonable time", which was unspecific. So they were little help.
    So I had to leave it at the shop for repairs which would take at least 10 business days. I took all of my child's files off the laptop of course.
    After me calling and calling the shop, they provided me a loan Laptop for a couple of weeks, whilst my laptop was repaired.
    Laptop returned to me after 3 weeks.
    Then the hinges broke on one side, because the hinges had been tightened before it was returned to me. Must be the quality of the repair work. I couldn't face going back to Officeworks.
    It is now glued together around the hinges and I reduced the tension/friction on the hinges, to prevent a recurrence iof the failure. Surprisingly it is still going OK months later.

    Postive - the actual laptop is very light for use at school and runs fairly fast..

  • Truthbe on 09/10/2020 - 10:31
    +6

    UPDATE: Fair Trading gave me a call that they will be contacting Lenovo Australia and they will have 5 days to respond as this is regarded as a major fault.

    This morning I got a full refund

    • screensaver on 09/10/2020 - 11:34
      +1

      congrats

    • skido on 09/10/2020 - 14:15

      did you have to send the laptop back to them?

      • Truthbe on 09/10/2020 - 23:24
        +1

        Don't think so strangely, but I do find that bit peculiar but Im not complaining

        • skido on 09/10/2020 - 23:31

          interesting. did they verify the (motherboard) issue at all through a physical inspection or evidence?

          • Truthbe on 09/10/2020 - 23:37
            +1

            @skido: Before fair trading called the original plan they were pushing was an on-site repair - I guess the email from fair trading and the 3rd party repair shop opinion was enough for them to cut their loses

            Eh if they want the machine back they can have it, I guess I'll find out next week.

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