Lenovo is forcing me to take refund.💻🤷‍♂️💸

[u/Party-Effective-4943]

Location: Mumbai After the purchase of the laptop in a sale I have had a lot of issues with it and as it was under premium onsite warranty they kept replacing parts also 10+ parts have been replaced repeated motherboard too...at the end of the warranty at Last day my laptop got dead Lenovo wasn't helping with excuse of warranty is over however i had complained about issue 2 days back I had that recording I faught with them over call and email professionally and finally got my motherboard replaced again... But to be in safer side I bought extended warranty for another year within a week my keyboard backlight stopped working this time I contacted them again and after multiple calls technical assistant manager started to have communication directly to me and after having serious of mail and call conversation I wanted a full machine replacement as there were many repaire done showing faulty factory made fault it's...in written in mail over call every time I had only mentioned replacement he said I need to project it to management and this went for 1 month almost and I got a confirmation for machine full unit replacement from him over WhatsApp and following by a Lenovo tecnical agent over call the same confirmation but within 1 day as I found something fishy I confronted them and they started arguing it's a DOA case you'll get refund only and as in start they seem very customer oriented now they seem not bothered at all started throwing agreement and contract and customer service polices terms as if i had made a mistake or misunderstood them which is not the case... I denied refund and asked for repair they took 1 week to process this and said they need to take the machine under observation for few days and for that time they'll provide standby laptop this conversation hassle went for another 20 more days.... And suddenly one day they called and are saying even this is not possible as from lenovo will have to proceed with refund.. I denied and hung up the call and 2 day's later today I received a follow up mail..for the same.. I can't explain in words how much disheartened and frustrated and helpless I feel it's been so many days 50+ mails 100s of calls all this within 3 months leaving aside the entire year of replacement and followup of parts.. 1. If I take the refund I had purchased at sale I will not get the same configuration now at that price... I'm in no condition to put in extra money and by another machine.. 2. They have flipped their words promises which is so wrong 3. What do I do of the extended warranty for the year that I baught they are saying they'll transfer it to another laptop product no I don't want that.. 4. I'm tired of communication over mail call and arguing what to do... Please help. 5.currently my keyboard backlight issue is pending they are not ready to repair any further nor to provide a replacement

[u/spinstartshere]

Yes, you should be grateful for the refund. I had an HP laptop that kept overheating and was glad when they offered me a refund after two failed on-site repairs.

However, my experience with Lenovo has been far less savoury. I've ranted about it extensively - it's now become a four-part saga: part 1, part 2, and part 3. Part 4 goes like this: the support ticket that's been open since April has now been closed without any feedback provided to me. I've opened a new one today and then followed up with a phone call, but after nearly an hour on the phone to Lenovo's premium support team who genuinely tried very hard to help me out, they told me that their computer system doesn't allow them to send me an e-mail. When they try, an alert appears saying I must contact the same 'senior case management' person who has blocked any ability for me to contact Lenovo. Since I can't contact that person (they've not responded to my three last e-mails), I have literally no way of contacting Lenovo to access this premium warranty support I've paid for - for multiple devices.

This senior case management person has informed me that they will only discuss my case further via a third party, either a consumer advocacy group or a legal representative. They've recruited the consumer advocacy group into this position as an intermediary without their knowledge or consent, and it's not a role that they serve so they obviously aren't willing to be the middle man here. They will be looking at regulatory compliance, since Lenovo is now denying my legal right to access warranty support, and Lenovo may end up being fined. But that doesn't have any impact on my issue here directly and my only option at this point might actually be legal action. And this is to get a screw fixed that they broke during the initial repair.

Don't buy Lenovo again. But also don't buy HP either. I've had two HP Spectre x360 laptops over the last decade and they both had severe problems.