2023-10-01 08:30:03
News JVTech He sends his PC for repair and the manufacturer forces him to pay for the screen that the after-sales service itself broke
Published on 01/10/2023 at 10:30
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Who has never stressed about getting their car or computer back in worse condition than it was when you entrusted it to a professional? This is unfortunately what happened to this Reddit user, caught hostage between his e-commerce site, Amazon, and the manufacturer of his PC, Lenovo.
A beautiful love story that started well
It’s April 5 and RealAbd121 purchased a Lenovo Ideapad 5 laptop on Amazon, a PC generally sold for around 800 euros, which is quite widespread and has good press. We also included it in our buying guide for the best PCs under 800 euros, praising its battery life of up to 10 hours. Quite comfortable indeed!
In short, so far so good, this young man seems satisfied with his purchase until he discovered, about ten days ago, that a plastic hinge, which makes the link between the chassis and the The screen is broken. Neither one nor two, not wanting to take the risk of completely breaking his PC under warranty, he contacted Amazon which told him the procedure to follow: send the PC to Lenovo’s after-sales service to obtain a “certificate of damage” in order to proceed with the exchange or refund. Classic procedure so far, except that from now on, unfortunately nothing will happen as planned…
Word against word
Basically, once the PC was received by Lenovo, the technician in charge of the inspection did not take the time to read the note, opened the computer and it completely broke due to a lack of working hinge. . But the real problem is that the manufacturer does not recognize its faults and called RealAbd121 to tell him that they could only provide him with a certificate of damage if the computer was not repairable.
“All right, fix it then,” the computer owner said. Lenovo’s response? “Okay, but it will represent something like 75% of the price of the computer, because the screen is broken in two”, supporting photos. And even more so, the technician believes that the damage is linked to improper use and that it is therefore not covered by the warranty…
More than a week later, RealAbd121 is still at the same point, his PC with the screen now broken in two is still with Lenovo which does not want to recognize its fault nor issue this famous “certificate of damage” and Amazon responds that Their hands are tied since they need this damn certificate to be able to take care of the reimbursement… The snake biting its tail.
A former Lenovo technician to the rescue
By telling his story on Reddit, RealAbd121 was able to find a little comfort and above all a lot of support from Internet users. A former Lenovo technician even came to testify to tell him that the hinge problems were well-known problems for the brand and the technicians and that he had to “make noise” by calling out Lenovo on “X” in particular. and by bypassing the technical service and speaking directly to the customer manager in his region. And don’t hesitate to threaten a complaint if things don’t move forward and he has no doubt that he will win his case.
Small but significant clarification, the story takes place in Turkey where the law is not the same as here. EU laws do not apply there and this obviously only concerns Amazon Turkey and Lenovo Turkey. Nothing says that the problem would not have been resolved much more quickly here.
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