My Laptop Was Significantly Damaged in Transit and they Want to Repair Instead of Replace?

Low Punt on 20/08/2025 - 12:44
Last edited 20/08/2025 - 14:43 by 2 other users

Hi, I purchased a new laptop, it had a minor fault and was returned for repair under warranty.

When I received it back there was significant damage probably due to transit. Bent case etc.

They wish to repair however I believe the whole laptop should be replaced as this was brand new laptop (4 months old perhaps) and I’m concerned there is internal damage. Surely the motherboard has flexed as there is a 5mm deviation in this section.

If this is normal practice, I’ll just go through the hoops but wasn’t sure if anyone had more experience?
Edit: made less wordy.

Computing Computer Laptop Lenovo

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Comments

  • oscargamer on 20/08/2025 - 13:06
    +2

    If it still works, you really don't have a choice

    Let them fix it and see how it appears

    • jv on 20/08/2025 - 14:42

      You do if it arrived faulty in the first place….

      Available solutions
      When a business sells a product with a major problem, or a product that later develops a major problem, it must give the consumer the choice of a:

      refund, or
      replacement of the same type of product.

      https://www.accc.gov.au/consumers/problem-with-a-product-or-…

      • Low Punt on 20/08/2025 - 14:49

        Apparently also includes cases where the item was repaired under warranty but develops a significant fault either as per of the repair, damage that occurred in the process, or normal wear and tear.

  • DingoBilly on 20/08/2025 - 13:15

    Fairly certain under ACCC you have the right of choice for how you want it fixed as I'd suggest it's a major defect (hard to say without photos though). This means you can choose to get it repaired, ask for a refund or ask for a replacement entirely.

    I'd put it to them to ask for a replacement rather than a repair as I'd have similar concerns to yourself. You can dick around with this if you're unsure/want more advice:
    https://www.accc.gov.au/consumers/problem-with-a-product-or-…

    • jv on 20/08/2025 - 14:45

      I'd suggest it's a major defect

      Definition:

      A major problem means the product:

      • is unsafe
      • is very different from the description or sample
      • has either one serious problem or several smaller problems that would stop someone buying the product if they knew about them beforehand
      • can’t be used for its normal purpose, or another purpose the consumer told the seller about before they bought it, and can’t easily be fixed within a reasonable time.
  • Bignudge on 20/08/2025 - 14:17
    +3

    Tbh, just send it back for "assessment". Even if the forklift chopped off half the laptop whilst delivering the package to you, it'll still need to go back to the repair center for assessment… it's just the procedure. They will most likely NOT just bend it back, nor will they change everything over into a new chassis/frame. I reckon they'll either replace it with a new one, or blame you for not opting in for postal insurance.

    All in all, send it back to you to assess and assert in writing that you will not accept it back unless it's a full refund or brand new replacement.

    If I were you, I'd ask for a full refund and geta Metabox :)

  • blitz on 20/08/2025 - 14:43

    OP, if the case is bent as you say, they won't just "repair" it. It wouldn't be worth their time.

  • bobokingdom on 20/08/2025 - 15:05

    Notes to self: Add on-site warranty for Lenovo laptops.

  • isidore12 on 20/08/2025 - 15:29

    Your right is to have the laptop in the same condition of wear and tear as you sent it.

    Whatever the company tells you is not a legal advise. Just whatever benefits them.

    Make your mind, and ask for what you think is right.

    If they refuse lodge a complaint to Fair Trading.

  • Koipanda on 20/08/2025 - 16:26

    Is this Centrecom?

  • garetz on 20/08/2025 - 18:04
    +1

    Damage in transit means you should ask for a full refund, its not a fault, its damage, there is a big difference. You don't know what that might lead to in the future, damage also usually voids warranty. So they could claim in the future that warranty is voided due to the damage you had no control over.

    Always get a full refund, if you accept a repair then it becomes your problem not theirs.

  • Nutrino on 20/08/2025 - 18:07

    " this was brand new laptop (4 months old perhaps) " ironic.

  • FlatSquatter on 20/08/2025 - 20:08

    Lenovo lol

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