Lenovo Austalian Consumer Law - Bad Experience

just-human on 30/09/2025 - 11:00

I just wanted to put my experience down for a device I purchased in March 2024 with Lenovo. It's been a horrible experience and I hope this warns some people in the future.

I lodged a claim in June regarding an overheating laptop and they sent a repair technician to replace the heatsink.

The issue persisted and I sent evidence that the issue continued to occur in BIOS (UEFI), showing it had nothing to do with the OS.

Your team then told me to reimage the device, a process which has nothing to do with the BIOS. Any competent technician would have understood at this point that the issue was either with the BIOS or hardware.

The team said I would need a USB Drive which I did not have, and they said they would send it over. They ignored my email for a week and then my laptop upon booting started crashing and beeping, this time in the middle of an airport lounge. This obviously caused alarm for some other passengers as I could not turn it off and had to let it beep out.

I have decided to purchase a new laptop and as the process for "diagnosing" the issue a SECOND TIME, not even repairing has lasted for over a month I don't think it's reasonable. I contacted their consumer law team and they said that I only raised the issue a week ago and thus they were not offering a refund. I showed them to ticket number again and kindly pointed out that the SECOND occurance of the issue was raised over a month ago. They acknowledged their error but still declined.

Yes, I have escalated the issue to Fair Trading. I would also like to point out this is all happening despite paying for their 3-year warranty in-home.

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Comments

  • Far Cough on 30/09/2025 - 11:02
    +1

    Ok

  • tenpercent on 30/09/2025 - 11:08
    +7

    then my laptop upon booting started crashing and beeping, this time in the middle of an airport lounge. This obviously caused alarm for some other passengers as I could not turn it off and had to let it beep out.

    Those people seem like very delicate snowflakes

    • just-human on 30/09/2025 - 11:12
      -1

      Yeah I mean it's an airport. People walked away and gave some weird looks.

      • Dr Phil on 01/10/2025 - 17:20

        Its just human

  • 7ekn00 on 30/09/2025 - 11:12

    BIOS entry runs all hardware flat out, do it on any device and it always fires up all the fans …

    So of course it gets hot, any competent technician would have understood this …

    • just-human on 30/09/2025 - 11:13

      That was their diagnostic step. It was not entry though, I supplied them with evidence of it happening even leaving it on and it crashing out. I've actually never had a device run full throttle when opening BIOS but maybe you have different experiences.

  • MS Paint on 30/09/2025 - 11:28

    I'm confused. Did you re image the device?

    • just-human on 30/09/2025 - 11:30
      +1

      No they still haven't sent the USB to do it they claimed they could almost 2 weeks ago. The only storage devices I have are 1TB and 4TB SSDs with work files on them so I'm not prepared to wipe them to use their imaging tool, nor should I have to. Again, I have paid for in-home service as well, I should not have to go through this at all.

      • MS Paint on 30/09/2025 - 12:07

        Is it worth trying the cleanest, fresh os install you can so at least all the drivers get reinstalled while waiting for the USB?

        I know you say it's not os related but this will 100% confirm that theory.

        • just-human on 30/09/2025 - 17:44

          They say it has to be their image of Windows

    • just-human on 30/09/2025 - 11:47

      No, they are an Australian company with an ABN and an Australian business address. When any company sells here, they are subject to our laws (see Steam case).

      But yes, I agree with that last point. I will not be purchasing from them again.

    • TheMindsetTraveller on 30/09/2025 - 12:13
      +4

      Dack Smith, actually a stupid comment

    • wombok2 on 30/09/2025 - 13:09

      I'm for AI to filtering out comments like these… such misleading, wrong information. Think of the kids

  • wombok2 on 30/09/2025 - 13:11

    Can you share what model and specification Lenovo you have?

    What makes you think its overheating and when does it do it?

    • just-human on 30/09/2025 - 13:15

      Because on boot it goes up to 105 C on HWInfo and then freezes and crashes. It's an Ideapad Slim 5. In BIOS there is no way to see temperatures and I am relying on it having the same behaviour, getting physically hot and crashing as evidence.

      • wombok2 on 30/09/2025 - 13:23

        CPUs are rated to go up to 100 C, I wouldn't be surprised if it spikes to 105 C for a very very short time before it gets throttled.

        You need to record a video of it booting up, then 'overheating' and crashing before it would be taken seriously (getting into BIOS and letting it overheat is not a normal user would do).

        • just-human on 30/09/2025 - 13:50
          +1

          I sent them that video a few months ago

  • Muppet Detector on 30/09/2025 - 14:58

    My predictions are:

    1: it will be determined that two repairs is not unreasonable.

    (Case history aligns with this position however, I have never completely understood why this* test doesn't apply

    • consumer would not have purchased if he knew item would break down two times (or at all).

    My best guess is that the provision of a warranty infers that consumer accepts that goods may break down, or maybe it's just enough that consumer has to accept that sometimes sh@t happens.

    Don't know, but even though that provision is available, I've never seen where or how it is applied

    Again, I have paid for in-home service as well,

    This is their failure point so far. It doesn't seem like you are receiving the service that you have paid for, presuming that one month is an unreasonable time for whatever is causing the apparent delay.

    If this is true, then this is where the challenge to ACL lays atm. Don't know if this would attract a complete remedy yet as opposed to some warm encouragement to hurry tf up.

    • just-human on 30/09/2025 - 15:20

      I would have accepted a repair in home had it been offered when I reported the issue. Now I don't want to deal with this anymore and I'm going to just purchase a new device tbh.

      This isn't the first time I've had troubles with them (my brother has this year as well) so I don't think I will ever be buying from them again.

      • Muppet Detector on 30/09/2025 - 15:28

        Could still be beneficial to persist though.

        It may turn out that they do manage to permanently repair it or eventually replace it, in which case you would have a spare computer to sell, donate or utilise it yourself.

        Best case scenario for you sounds like a full refund would be great. I just think you've got a few more hoops to jump before they can be involuntarily required to provide that remedy.

        • just-human on 30/09/2025 - 15:29

          I agree.

          Also, their response to me is "well the time to repair it doesn't start until they figure out the issue". I believe this is fundamentally wrong as it would allow companies to infintely extend repair times and claim times. They also effectively said its my job to tell them the problem (yes this came from a Senior Manager in Business Risk) as their in-home service does not include diagnosing the issue.

          • Muppet Detector on 30/09/2025 - 15:56
            +2

            @just-human:

            Also, their response to me is "well the time to repair it doesn't start until they figure out the issue".

            I am confidant that it doesn't work like that, however if this is true, then they haven't passed the pub test to meet their obligations under the war:guarantees.

            believe this is fundamentally wrong as it would allow companies to infintely extend repair times and claim times.

            Or worse, run down the clock so that they haven't had to spend much time actually fixing the thing before any warranties or guarantees may expire.

            Even if they eventually fix this issue, this is time uou can't use the device, so less opportunity for any other defects to present themselves before the war/guar expire.

            They also effectively said its my job to tell them the problem (yes this came from a Senior Manager in Business Risk) as their in-home service does not include diagnosing the issue.

            If it's not your extended service policy, then it's captured under the regular warranty or guarantees.

            I'd definitely run this one further up the flag pole cos whoever told you that is either an undertrained incompetent muppet or just a lying scheming scam artist who needs to make acquaintance with a really pointy stick or the rough end of a pineapple.

            And, if he's saying that because that's company policy, but knows better, then he's a corrupt, spineless, butt faced miscreant who needs a thorough naked public flogging coated in honey and shackled to a fire ant ridden tree trunk if he somehow manages to survive a long, drawn out keelhauling across a barnacle riddled hull submerged in a disease ridden body of water that's home to 100 really hungry great white sharks.

            I really detest these shysters who purposely take advantage of their customers with those sort of games and shenanigans.

            • just-human on 30/09/2025 - 16:07

              @Muppet Detector: This is the exact quote from the email i recieved from the Compliance, Governance and CX Senior Manager (Business Risk Solutions).

              Although Lenovo tries to identify the root cause as quickly as possible it is not always possible due to the number of steps involved. The timeclock for resolution does not begin until the root cause has been identified – and that is when the remedy is offered. Please also note the on-site warranty entitlements do not include trouble-shooting. They provide for a repair service once the root cause has been identified. And that is the point we are at.

              I have tried escalating and even finding the email for the VP of Lenovo in Australia but they just forwarded the email back to her (the person I was speaking to and said this is the highest level things will go short of the NCAT). I am also pretty confident that is not how the law works and cited examples where courts have considered the time starts since when the issue was reported. Their response was:

              Lenovo is also entitled to do the same and supports it with our own case law.

              When asked to show evidence of this, none was provided and the email was promptly ignored.

              I also severely detest these people, especially it is only now they want to start repairing the issue. I have noted their offer but I am not confident in the product and to be honest as I've mentioned I don't believe they are respecting my rights. I can assure you my next laptop will NOT be Lenovo.

              Right now I am taking this through Fair Trading and then the NCAT if needed. I personally find it disgusting that companies know that we will not escalate things and when we do it wastes taxpayer's money. Fair Trading and the NCAT is busy as it is and I am sure the $64 fee I pay to them will not cover the costs to the taxpayer.

              • Muppet Detector on 30/09/2025 - 16:47

                @just-human:

                The timeclock for resolution does not begin until the root cause has been identified – and that is when the remedy is offered.

                Just because he believes that, it doesn't make it true.

                . I am also pretty confident that is not how the law works

                Me too

                the highest level things will go short of the NCAT).

                Ok, they're challenging you to take it to NCAT.

                Excellent! Let them know that you're prepared to get to xCat after you've let the media comment on that little gem. (that's the kind of gold they salivate over)

                When asked to show evidence of this, none was provided and the email was promptly ignored.

                Yeah, now they're daring you to see what the media thinks.

                Fair Trading and the NCAT is busy as it is and I am sure the $64 fee I pay to them will not cover the costs to the taxpayer.

                Alert the media! They've provided you with some absolutely priceless quotes the media would fall over themselves to exploit.

                • just-human on 30/09/2025 - 18:14

                  @Muppet Detector: Yeah I intend to escalate this further. The way I see it the most I can lose in the NCAT is $64 and the $10 company record fee I need from ASIC. I don't think the media will be too interested but it can't hurt to submit something.

                  • Muppet Detector on 01/10/2025 - 19:53

                    @just-human:

                    I don't think the media will be too interested but it can't hurt to submit something.

                    I may consider what legal restrictions would apply to me publishing my truthful experience (particularly if I had evidence) across a wide variety of appropriate legal platforms.

                    No opinions, no assumptions, no unsupported conclusions, just the name of the company, all the players and every bit of fact presented in a truthful way (not cherry picked out of context) to let other's know what this business believes is an acceptable way to operate and/or treat their customers.

              • Muppet Detector on 30/09/2025 - 16:52
                +1

                @just-human: Actually, from where did you buy it?

                If you didn't buy it direct from the manufacturer, put this back on whomever sold it to you.

                Seller can't force you to deal with manufacturer, that's their job.

                Let them decide how they feel about you asking the media for their opinion about this.

  • freefall101 on 30/09/2025 - 15:15
    +1

    While Lenovo have failed massively here (they should have reimaged it before replacing the heatsink), why not just buy a $5 USB drive and give it a shot? You shouldn't have to, but it makes more sense than buying a new laptop.

    Your team then told me to reimage the device, a process which has nothing to do with the BIOS. Any competent technician would have understood at this point that the issue was either with the BIOS or hardware.

    It could still be software, if the fan speed is the issue. A lot of laptop manufacturers don't give access to controlling it, and it's done through whatever lenovo software they have. You could check the bios as well for any fan speed settings.

    • just-human on 30/09/2025 - 15:20

      Yeah but it is spinning at full speed AND heating up and crashing.

  • MartinESQ on 01/10/2025 - 07:44

    While the ACL provisions exist you have to enforce them if they are not taking their responsibilities seriously. Taking Lenovo to NCAT might have to be the approach to enforce your rights. I had a major failure on a treadmill after 3 years - company wanted me to pay their technician $xxx to diagnose the fault. I refused and took them to court. I won and got the costs of the part and the repair covered but the company refused to take responsibility until forced by the court. They knew they were in the wrong and failed to turn up. I guess they figure if they can get away with it it’s ok to lose a few court cases.

    If Lenovo are mucking you about get your regulatory agency to intervene or NCAT them but be prepared for a slow process.

  • mjuice7 on 01/10/2025 - 10:11

    from my experience lenovo help is about as useful as an ashtray on a motor bike.

  • alakazam on 03/10/2025 - 23:57

    This all sounds very similar to the experience I've recently had with Lenovo. I expect I've been interacting with the same person within Lenovo for the last few months, who flaunted their credentials to me and made a point of telling me that they are the highest point of contact - without me even asking.

    My device broke. They fixed the problem but damaged the screw holding the SSD. They also dented my carry case. After a few weeks of back-and-forth, I was told to copy said person into the e-mail thread and it was just a disaster from there on. They organised for the carry case and screw to be replaced, but they instead provided the same information I provided in my first e-mail to their repair team so the first repair was duplicated in error and the screw wasn't replaced. They then promised a same-day repair service but said on the morning it was meant to happen that they'd failed to organise it. Then said that they could offer this service again but that I'd have to provide them with 24 hours notice. Offered me an exchange and then had their colleague inform me that they had no stock since it was discontinued - it's now been superseded by a new product - and this was after someone came to attempt collection of the unit I already had.

    I told them repeatedly that I had no confidence in their ability to organise this same-day service and insisted on liaising directly with the team who would organise the repair. They continually refused to do so, insisting that Lenovo has met their obligation under the Australian Consumer Law but then was unable to provide me with any evidence to back this claim. I was able to refute this claim on several occasions. This high-up contact eventually got fed up with me insisting that someone else handle the case and has now blocked me from being able to contact Lenovo at all.

    They insisted that I could only liaise with Lenovo via a legal representative or Fair Trading. They then had the nerve to tell Fair Trading that the offer of a same-day repair service remained, insisting that I need only provide them with the 24 hours notice. They neglected to tell Fair Trading that I'm now unable to contact them because all calls and e-mails from me have been blocked.

    And that's with premium warranty service packages that I've purchased for multiple devices.

    Fair Trading's last correspondence to me was that Lenovo was offering to refund the cost of the product and allow me to keep it, which means I can now arrange for a repair to be carried out myself. But that refund hasn't come, and Lenovo has now told Fair Trading that I need to call them from another phone (since I can't use my own) to provide them with bank details.

    They still haven't commented on the fact that I have other Lenovo devices with this same premium warranty support package that I can't use because I can't contact them. This is meant to be priority phone support and priority repairs.

    I'm still waiting for Fair Trading to provide an update on how I'm supposed to contact Lenovo to obtain the refund they've promised me for one device, as well as an adequate solution for my other Lenovo products.

    I have no doubt that the person you've been interacting with is the same person and I'm sure you'll agree with me that said interactions are nothing short of infuriating. They are rude, unprofessional, and extremely arrogant, but also have done no due diligence prior to attempting to take charge of the situation. It's clear that they haven't read any of the e-mails that were exchanged before entering the e-mail thread and apparently granting none of their colleagues permission to interact with me directly from that point forth. But I would have probably had it solved months ago if those colleagues had been permitted to do so.

    • just-human on 04/10/2025 - 00:19

      Wow that sounds disgusting it probably is the same person. Could you DM me and I can check who you were dealing with as I’m curious if this person has made representations like this before.

  • doctordv8 on 05/10/2025 - 20:33

    They point blank refused to come to site to sort mine…after purchasing full onsite service and repair.

    Lenovo Lemons…never again.

    • just-human on 09/10/2025 - 14:09

      They came on-site for me to do the first repair but afterwards told me I had to diagnose myself before they would do anything. Honestly very stupid, even if on-site didn’t cover diagnostics, they should have taken the device to their warehouse or just replaced/refunded. It’s not really up to the consumer to diagnose.

  • dansozb on 08/10/2025 - 07:02

    My 2cents. I work at a school, and had a fleet of faulty Lenovo's, dealt with the supplier first (they game me the usual BS about extended warranties and use at schools) before trying to palm me off to Lenovo (they even gave me Lenovo's direct 'ACL ISSUES' email address!).
    I went through fair trading (I know ACL law quite well from my law days) but they couldn't do much (other than listen).
    As long as you present the below two laws, you should have a case:

    Section 54 (Guarantee as to acceptable quality) and Section 55 (Guarantee as to fitness for disclosed purpose - in my case, they new these devices were being sold to a school, so they can not say it is due to student use, as that is what they sold them for!)

    Long story, shorter, Lenovo didn't even look at the devices and just said "in 99.9% of cases it is user fault", once I got my head office involved they changed their tune the next day and will replace the devices - it seems the only thing they listen to is money, and the fact that if they didn't help, my school head office (which deals with 100's of schools) wouldn't do business with them again.

    Jokers.

    • just-human on 09/10/2025 - 14:08

      Unfortunately I do not have thousands of laptops with Lenovo and at this point I hope I never do.

      It’s disappointing they’re taking it so far (especially with the story from someone else about them agreeing to a refund to fair trading but not following through).

  • rezdo on 09/10/2025 - 12:59

    I'm glad i found this thread, I was about to pull the trigger on a $4.5k lennovo legion 7 lappie and was concerned about the follow up service.

    Dell has always been great for me, none of this nonesense, but unfoturtunately their prices are exborbant the last 12mths on rtx5080/5070ti. Time to reconsider a desktop build, good luck, and I hope you get the refund you deserve.

    • just-human on 09/10/2025 - 13:57
      +1

      Yeah I’m not going with these people again. I am preparing a case against them in a tribunal with an upcoming hearing. Will update with outcome.

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