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Obtaining a refund from Lenovo....please help!

avfc456 Avatar
5y, 10m agoPosted 5 years, 10 months ago
http://www.hotukdeals.com/deals/15-thinkpad-edge-core-i5-ati-discre/810508#comments

Right, this is a long drawn out story so I’ll try to keep it short and sweet, as what has been written below has been condensed from around 30-40 e-mails between myself and various Lenovo departments

I ordered one of the above laptops in November, which arrived on the 8th December. However there was a issue with one corner of the keyboard, it looked like a clip was missing as the bottom right corner was lose and there was movement on that side of the keyboard when in use, a minor issue, but I paid out just under £500 so wanted this machine to be perfect as it was going to be my main aid for work and college

So I sent the laptop back after 5 days, eventually Lenovo agreed the machine was a “DOA” or dead n arrival, and they would replace it, which I was very happy about and I was more than willing to wait as I was very happy with the laptop, bar the minor defect

However, Lenovo then came back to me and said that they could not replace it to the exact specifications of my original laptop, and they would be in touch with an offer of another replacement, which after a few weeks, and many calls to their 0800 numbers, I received the following offer:

>>Lenovo ThinkPad Edge 0301-GVG
>>NVLGVxx
>>Screen: 15.6" Glossy Black HD Antiglare
>>Processor: Intel i3-380M
>>Ram: 2GB
>>HDD: 320GB 5400rpm
>>Camera: Yes
>>Operating System: Win 7 Professional 64
>>Graphic: Intel HM55
>>WLAN: Yes
>>WWAN: no WWAN
>>Bluetooth: Yes
>>Battery: 6 cell
>>Warrenty: 1 year express

The offer in my opinion would be a step down from my original machine, and I was quite disappointed after having to wait for a few weeks for their reply, again having to call their pricey 0800 numbers and waiting for responses to the Lenovo representative dealing with the case.

So I then went down the refund route, which I’m still trying to obtain

It has now been just over six weeks since the laptop was confirmed a DOA, and Lenovo are digging their heels in about providing a refund, giving me the usual reasons that they can only offer a replacement or repair

My argument is they cannot replace the laptop to the exact specifications of my original purchase, and I don’t wish to have the original machine repaired which wasn’t fit for purpose in the first place

So, at present I’m waiting for them to get back to me again after they have now escalated this to another department as I won’t accept their resolution

I’m almost certain that they will come back and tell me that they cannot provide me with a refund, so before that happens I was hoping a member on here might have faced the same sort of situation, as at the minute I’m very concerned with the time that has passed with no resolution seemingly close, with me been nearly £500 notes down

Hopefully somebody will be able to help!
Thanks in advance for any replies
avfc456 Avatar
5y, 10m agoPosted 5 years, 10 months ago
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(21) Jump to unreadPost a comment
Comments/page:
#1
If you paid for the laptop with a credit card, call the card company and ask them to refund the money (this will obviously still take 10-14days, because of the various checks that will make to ensure you have returned the goods etc...). Let them waste their time dealing with Lenovo.

Legally Lenovo can't force you to accept the replacement, not even an identical one. The goods were faulty from day one, you reported the problem within 6month - the choice of how to cure the problem (repair, replace or refund) is yours alone.

If you incurred loads of phone charges and wasted a lot of time talking to them you may even be able to bully them (gently push I mean of course) into a good will gesture, such as a 3year warranty extension or similar.

If the CS rep says no, ask for his/her super, if the super says no, ask for the department manager...etc

Edited By: SUMMONER on Feb 01, 2011 09:59: ..
#2
dig your heels in and ask for a refund only, the poor aftersales has left you with no option but to a request to end your dealing with the company... is there an option for you to leave feedback through your sale?
#3
start qouting the sales of goods act and drop in that you will be going to trading standards.
#4
Your first port of call is Consumer Direct, not Trading Standards, as TS will only insist upon you calling them before they would consider taking your case.

Just tell them you're rejecting the item, and want a full refund - give them 7 days to reply.
1 Like #5
dcx_badass
Pricey 0800 numbers, oh you mean 0800 as in freephone
.....Anyway, as stated, how did you pay for it? Also contact trading standards.
Thanks for that highly useful reply
#6
Firstly, thanks for the replies

In regards to payment, I paid via Debit card (HSBC), I don’t have a Credit card so an error there on my part

I will be sitting tight, I won’t accept anything from Lenovo especially with the poor after sales care that has been provided, it’s just more the case that

Looks like consumer direct is the way to go

Also, below is the recent communication I have had with Lenovo:



Rene,

Again, thank you for your response
However, as previously stated in my previous e-mail, I need a speedy resolution to this unacceptable situation. Therefore I trust that you will respond back to me within the shortest possible time confirming that my refund will be processed. Otherwise as previously stated I will have no choice but to refer this matter to a third party

Regards
Dear Alex,

Thank you for contacting the Lenovo Online Store.

At this point of time I am unable to gurantee that you will have an
answer by the end of monday. We understand that this is taking a long
time by now, but to ensure the best possible outcome for you, we will
have to wait for the answer of the escalation department.

Again, we only can apologize for how things went.

Sincerely,
Rene Rothbauer
Lenovo Online Store
Customer Service
[email protected]
Email ID: 17639667

Original Message Follows: ------------------------
Rene,

Thank you for your response

I am prepared to wait until close of business on Monday, by which time I
expect to have confirmation that a refund will be credited to my account

If I fail to hear back by this time, then I will have no choice but to
involve a third party to resolve this matter, as today will be the 6th
week since I received confirmation that this machine was a DOA

Regards



Date: Fri, 28 Jan 2011 07:02:42 -0600
From: [email protected]
To: [email protected]
Subject: RE: FAO: Ines_ FW: Re-8: Your Lenovo-DOA-exchange :1667 /
GB-NN9Q / A1LKDCC (KMM33964258I11273L0KM)


Dear Alex,

Thank you for contacting the online store.

We have escalated this case again for you to see if there is anything
we can do for you.

Please allow us some days to get this issue sorted out for you.

We will get back to you once we have more information about this issue.


Apologies for the inconvienece this has caused you.

Sincerely,
Rene Rothbauer
online store
Customer Service
[email protected]
Email ID: 17639667

Original Message Follows: ------------------------
James,

I do not accept the resolution provided.
Firstly, the laptop which I sent back after 5 days upon receiving was
deemed DOA, so the laptop under the sales of goods act is not fit for
purpose, so I will not accept repair of a machine which was not
originally fit for its intended use

Secondly, the replacement that has been offered to me which is included

in the correspondence below with the Lenovo team does not meet the
specifications of the laptop I originally purchased. It was also
confirmed that Lenovo were unable to offer me a replacement laptop to
the exact specifications of my original purchase

I expect to be provided with a refund which I am fully entitled to
under the Sales of goods act for the full amount of £470.13

Regards
Alex

Date: Thu, 27 Jan 2011 06:14:59 -0600
From: [email protected]
To: [email protected]
Subject: RE: FAO: Ines_ FW: Re-8: Your Lenovo-DOA-exchange :1667 /
GB-NN9Q / A1LKDCC (KMM33934377I11273L0KM)

Dear Customer,

Thank you for contacting the online store.

Upon review and escalation the only options available are as per the
DOA
teams response - Repair or replacement. We apologise for the
inconvenience caused.

Sincerely,
James Sheehy
online store
Customer Service
[email protected]
Email ID: 17639667




Edited By: avfc456 on Feb 01, 2011 11:43
#7
avfc456
dcx_badass
Pricey 0800 numbers, oh you mean 0800 as in freephone.....Anyway, as stated, how did you pay for it? Also contact trading standards.


Thanks for that highly useful reply



It was useful, if you go complaining about the "pricey" calls as well you will look a right old tit as its freephone and the rest of your grievance will carry less weight as a result.
#8
harlzter
avfc456
dcx_badass
Pricey 0800 numbers, oh you mean 0800 as in freephone.....Anyway, as stated, how did you pay for it? Also contact trading standards.


Thanks for that highly useful reply



It was useful, if you go complaining about the "pricey" calls as well you will look a right old tit as its freephone and the rest of your grievance will carry less weight as a result.


All the numbers are 0870 so they do cost, the OP obviously mistyped the number-

General Enquiries
Tel. 0870 608 4465
Mon-Fri 9am-6pm
All times are GMT

Warranty and Technical Issues
Tel: +44 (0) 870 5500 900
#9
I've been searching everywhere looking the CEO email address but can't find it, someone had to do it in 2009 with Lenovo about a laptop and they had a personal reply within 20 minutes and the issue was dealt with

http://consumerist.com/2009/12/e-mail-to-lenovo-ceo-gets-reader-immediate-answer-new-laptop.html

But the CEO now is Yang Yuanging.
#10
i think it is time to involve that 3rd party!
#11
If its working or not is irrelevant you had a right to send it back for a full refund under DSR.
#12
GAVINLEWISHUKD
If its working or not is irrelevant you had a right to send it back for a full refund under DSR.


Not strictly true.

He had sent it back and originally agreed for a replacement, which would put him outside the 7 days I would guess days. He would have needed to request a refund straight away, within the 7 days to e able to obtain it.

I would keep pursuing a better laptop, as if they are not able to replace like for like you are entitled to a equal or better laptop. The one which they have offered as you, quite rightly say is below the specification of the one you purchased. So make it clear in an email, that you expect a equal or better laptop and not a sub par one.
#13
sven256
GAVINLEWISHUKD
If its working or not is irrelevant you had a right to send it back for a full refund under DSR.


Not strictly true.

He had sent it back and originally agreed for a replacement, which would put him outside the 7 days I would guess days. He would have needed to request a refund straight away, within the 7 days to e able to obtain it.

I would keep pursuing a better laptop, as if they are not able to replace like for like you are entitled to a equal or better laptop. The one which they have offered as you, quite rightly say is below the specification of the one you purchased. So make it clear in an email, that you expect a equal or better laptop and not a sub par one.


Well the DSR stipulate that when a replacement is sent the DSR cooling off period applies from receipt of the goods. So yes he could accept the replacement then send it back under DSR, but it would make more sense for the vendor to miss this step out and issue the refund now.
#14
Was the debit card a Visa? If so you can still do chargebacks.
#15
harlzter
Was the debit card a Visa? If so you can still do chargebacks.

Visa Debit
#16
Also thank you for the replies
#17
GAVINLEWISHUKD
sven256
GAVINLEWISHUKD
If its working or not is irrelevant you had a right to send it back for a full refund under DSR.


Not strictly true.

He had sent it back and originally agreed for a replacement, which would put him outside the 7 days I would guess days. He would have needed to request a refund straight away, within the 7 days to e able to obtain it.

I would keep pursuing a better laptop, as if they are not able to replace like for like you are entitled to a equal or better laptop. The one which they have offered as you, quite rightly say is below the specification of the one you purchased. So make it clear in an email, that you expect a equal or better laptop and not a sub par one.


Well the DSR stipulate that when a replacement is sent the DSR cooling off period applies from receipt of the goods. So yes he could accept the replacement then send it back under DSR, but it would make more sense for the vendor to miss this step out and issue the refund now.


As far as i know it apply from the sale/receipt of goods. as what you are in effect saying, i could buy a tv it goes faulty after 11 month they send you a new one, and they you return in under the distance selling regulation. Which is simply not the case.

I would have to tie into the sale of the good as well.

Ie you bought the item on 01/01/11 it was then delivered 05/01/11, you can then return it until the 12/01/11.

You could not then do this for a item bought 01/01/11 delivered 05/01/11 found faulty 20/12/11 then new one delivered 28/12/11, then expect a refund under the distant selling regulations.

Which is what you are saying.

Edited By: sven256 on Feb 01, 2011 15:20
#18
sven256
GAVINLEWISHUKD
sven256
GAVINLEWISHUKD
If its working or not is irrelevant you had a right to send it back for a full refund under DSR.


Not strictly true.

He had sent it back and originally agreed for a replacement, which would put him outside the 7 days I would guess days. He would have needed to request a refund straight away, within the 7 days to e able to obtain it.

I would keep pursuing a better laptop, as if they are not able to replace like for like you are entitled to a equal or better laptop. The one which they have offered as you, quite rightly say is below the specification of the one you purchased. So make it clear in an email, that you expect a equal or better laptop and not a sub par one.


Well the DSR stipulate that when a replacement is sent the DSR cooling off period applies from receipt of the goods. So yes he could accept the replacement then send it back under DSR, but it would make more sense for the vendor to miss this step out and issue the refund now.


As far as i know it apply from the sale/receipt of goods. as what you are in effect saying, i could buy a tv it goes faulty after 11 month they send you a new one, and they you return in under the distance selling regulation. Which is simply not the case.

I would have to tie into the sale of the good as well.

Ie you bought the item on 01/01/11 it was then delivered 05/01/11, you can then return it until the 12/01/11.

You could not then do this for a item bought 01/01/11 delivered 05/01/11 found faulty 20/12/11 then new one delivered 28/12/11, then expect a refund under the distant selling regulations.

Which is what you are saying.


Its only for a replacement if you sent back the goods within the cooling off period. So to put it in your example. You buy on the 01/01/11 and it is delivered 05/01/11 and you return it on the 12/01/11 and agree to the replacement. The replacement is delivered on 15/01/11 you have a further 7 days to return the product.
#19
Because they have sold you 'goods to an poor standard' you must be offered a full refund or offer equivalent or better goods.
You can state this and if that fails I nice idea will be to write a review on a website saying about their poor quality of service and link them to it (ie a HUKD review)
stating to others not to buy from Lenovo ect.
As soon as you start knocking the company online they like to rectify the problem asap!
Give it a go ;)
#20
avfc456
harlzter
Was the debit card a Visa? If so you can still do chargebacks.


Visa Debit

Worth trying your bank to issue a chargeback and let them reclaim the money also would recommend consumer direct they have always been very helpful for me
#21
so what happened?

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