Lenovo Only Offering Repair on Yoga 2-in-1 Laptop

Lswampyswamps on 08/04/2022 - 18:09
Last edited 08/04/2022 - 18:48 by 1 other user

I have a broken Lenovo Yoga 2-in-1 laptop and needed some input.

After less than 14 months, one of the hinges broke through the screen of the laptop. This has resulted in the laptop not being able to be closed. The touch screen also no longer works. The laptop can't be used in laptop mode or in tablet mode. The laptop has not been dropped or otherwise mistreated. This laptop is still currently under an onsite warranty.

I have contacted Lenovo support who have offered a depot repair. I noted that this was an onsite warranty. Shortly after this was I offered I requested a refund.

I believe under the Australian Consumer Law that this is a major problem. If I had known about this product issue, I would not have purchased it. The laptop is not fit for purpose and is not of the quality expected for the price (~$1,600).

I have sent this through to Lenovo in an email (following the complaint template from Consumer Affairs Victoria). In response, Lenovo has stated only a repair will be offered as this is the first failure in 14 months and the laptop is 'functional and still in use'.

I have also called Lenovo's customer care teams to escalate this and request for further explanation as (to my understanding) lack of previous failures does not meant the Consumer Laws do not apply. Additionally, I have explained to them that the laptop is not in fact functional as a laptop.

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What has your experience been like getting refunds under Australian Consumer Law? Do you have any tips for next steps I should take?

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  Daabido on 08/04/2022 - 18:18

  Some companies are good, some companies are bad. The bad ones you have to take them screaming and kicking to a court to make them cough up under the ACL responsibilities. Don't expect help from the toothless tigers of government departments. They can do nothing.

  So Lenovo goes on the no list for future purposes. Add LG to your list. They consider dust on the side of a washing machine a failure to do preventative maintenance for a rusting lid which is rubbing against its own hinge point. Hisense replaced my fridge under ACL without me even asking after they had a couple of goes at fixing it.

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  andresampras on 08/04/2022 - 18:27

  one of the hinges broke through the screen of the laptop

  without accusing you of anything, how did this happen? sounds like major damage, like maybe someone closed the lid with some object between screen and keyboard?

  • 

    swampyswamps on 08/04/2022 - 18:35

    Hey,

    Nope. It was in the open position and I went to close it. I am the only user and haven't done anything like that.

    The hinge broke trying to change it from tablet to normal position.

    • 

      andresampras on 08/04/2022 - 18:47

      must be frustrating.

      i've had X1 yogas since they first came out, the hinges are still rock solid.

      personally I would just get them to repair it and move on, but I understand that's not for everyone.

      • 

        swampyswamps on 08/04/2022 - 18:49

        Yeah. It sucks.

        I think in future I might stick to the thinkpad offerings. The thinkpads I have had in the past have been absolute tanks.

        I reckon it might be a case of one last big push to get a refund. If unsuccessful then accept the repair.

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  JimmyF on 08/04/2022 - 18:27

  +2

  Lenovo has stated only a repair will be offered as this is the first failure in 14 months and the laptop is 'functional and still in use'.

  Thats fair. A major fault is something that can't be fixed 'easily' or at all. This can be.

  I have contacted Lenovo support who have offered a depot repair. I noted that this was an onsite warranty.

  I've used Lenovo depot repair a few times now for broken hinges. They are common! Poor design, units are too thin. Anyhow you'll have it back within a week, all fixed up and working.

  Honestly stop stressing, say yes to the repair. Lenovo will arrange a pickup, send you the labels to put on the box. Pick it up, fix it and then ship it back.

  • 

    swampyswamps on 08/04/2022 - 18:38

    Thanks for sharing your experience. I think they have now been approved to fix onsite if I agree to it.

    It does sound like a poor design issue!

    I must have misunderstood the ACL. I think its clear that its not of acceptable quality. But I thought it was a 'major problem' because it is a problem that would have stopped someone from buying it if they’d known about it.

    I mean if I had known about your experience of multiple broken hinges, I would have not bought it.

    • 

      Ughhh on 09/04/2022 - 07:27

      +1

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

      Everything would be a "major problem" then.

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  garetz on 08/04/2022 - 18:36

  Its a common issue with this particular model.
  You can try to fix it yourself but it will void your warranty.

  https://www.youtube.com/watch?v=gblo_VWBWog

  is instructions on how to do so.

  Do your research before you buy something in the future.

  • 

    swampyswamps on 08/04/2022 - 18:40

    Yeah. At the time I bought it a new generation had come out, so I had hoped the issue was better fixed.

    If I had looked 6 months later, I would have seen the class action in the US against Lenovo for this issue.

    I am lucky that they will fix it under warranty. Thank you for finding and sending that repair video though.

    • 

      garetz on 08/04/2022 - 18:44

      The hinge problem has been around forever on all the Lenovo Yoga models. Its a design flaw that alot of people have complained about.

      I remember seeing discussions about it as early as 2012-2013 in lenovo forums.

      • 

        JimmyF on 08/04/2022 - 20:41

        Yep Yoga and the flex series as well. Just crap design indeed!

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  [Deactivated] on 08/04/2022 - 23:58

  I don't think any company will refund for something you had for so long.

  Hinges don't break on their own.

  Do you think it would be fair for them to refund you for something you used for 14 months? Effectively meaning you had a free laptop to use for more 14 months?

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  doctordv8 on 09/04/2022 - 12:13

  Mmm, seems fairly economical on cost/value…not dirt cheap but by no means an expensive one.

  A hinge is a minor repair, plus screen and ancillaries. It is not major fault, and it is Lenovo's right to repair.

  Accept the repair, get it done, use your machine and move on. I would if need be when I get a Lenovo 2in1 soon.

  I would imagine the hinge is the same for base and high end models similar to most assemblies in this modern world of mass production.