Unacceptable Warranty Service for Lenovo Laptops

Item: Incredible Connection
Rating: 1
Author: amyweare A

I have purchased a number of Lenovo laptops for my business through Incredible Connection Gateway, and the last two that have been purchased have been problematic, and the warranty service experience relating to this has been unaccetable; LAPTOP 3 – Serial No PF0er0xv 10/03/2016 Laptop purchased from Incredible Connection Gateway NOT Lenovo 03/01/2017 Laptop handed into Incredible Connection Gateway as flashing on and off intermittently (within 1 year warranty period) JC ********** 1322 15/01/2017 Laptop returned to Incredible Connection Gateway as issue not resolved and screen still flashing on and off intermittently (within 1 year warranty period) JC ********** 1344 Aziz advised me that should the laptop be returned three times it would be replaced. My sister Jane Weare was present and witnessed our conversation This turned out not to be the case as it’s not been returned five times for the same issue. 15/02/2017 Laptop returned to Incredible Connection Gateway as issue not resolved and screen still flashing on and off intermittently (within 1 year warranty period) JN97281 14/03/2017 Laptop returned to Incredible Connection Gateway as issue not resolved and screen still flashing on and off intermittently (out of 1 year warranty period but issue has not been resolved since 03/01/2017) JN105061 17/03/2017 Email from Aziz stated: As per Lenovo and our head office, Unit will be repaired in-warranty in the 3 month warranty. Unfortunately no credit will be given as unit has passed the 1 year warranty. This is grossly unreasonable as the issue first started within the one year warranty period and should continue to be covered for a period of time. I was also advised to rather send the laptop to Lenovo directly as I may have more luck getting it repaired/replaced. It is unreasonable for me to deal with the third party when I purchased the laptop from Incredible Connection. 27/03/2017 Laptop collected from Incredible Connection 20/04/2017 Laptop returned to Incredible Connection Gateway as issue not resolved and screen still flashing on and off intermittently (out of 1 year warranty period but issue has not been resolved since 03/01/2017) The same issue has not been ongoing for three and a half months. The CPA prescribes four warranties for products (in Section 55). These warranties constitute standards with which all products supp**** to consumers must comply. Suppliers must warrant that their goods: Are reasonably suitable for the purposes for which they are generally intended; Are of good quality, in good working order and free of any defects; Will be usable and durable for a reasonable period of time (having regard to the use to which they would normally be put and to all the surrounding circumstances of supply); and Comply with any applicable standards set under the Standards Act, 1993 or any other public regulation. Suppliers may not exclude the warranties mentioned above. As such, a store’s returns policy may not limit the right that consumers have under the CPA. For instance, the policy may not state that sale goods may not be returned if those goods do not comply with the CPA’s warranties. LAPTOP 4 - Serial No SPF0EPZP0 16/11/2016 Laptop purchased from Incredible Connection Gateway 01/02/2017 Advised Aziz and Michael via email of issues experienced however laptop could not be returned to store until other laptop in for repairs was returned to me as my business could not operate without two computers 29/03/2017 Laptop returned to Incredible Connection within six months of purchase. Videos of issues were shown to Aziz in store and he acknowledged that this wasn’t right. The CPA Prescribes: A consumer may within six months of delivery return the goods to the supplier if the gods fail to satisfy the requirements and standards contained in Section 55. The consumer can direct the supplier to either: · repair or replace the failed, unsafe or defective goods; or · refund the consumer the price paid by the consumer for the goods. 13/04/2017 As per my email: Sobolile called from your shop to advise that there are no hardware issues with the laptop. He agreed that the computer is very slow and advised this is because it is an entry level machine. My question is then… why when we went to purchase this laptop in November, and explained to the salesman in-store what laptops we had, and what our needs were, did he recommend this machine… as it clearly isn’t suitable for the business? I would rather return it and pay extra for a machine that is going to service our business properly. Michael suggested full reset on laptop is done, which I agreed to 20/04/2017 Laptop collected from Incredible Connection and is now with my IT guy to have all software reloaded. I will forward copy of his time and cost for this if required. The CPA Prescribes: The goods will also be returned at the supplier’s risk and expense. This means that the retailer must pay for the costs related to returning the product to the supplier. Costs to date have included; Time and transport to return and collect various laptops to the store on multiple occasions. Happy to forward mileage and fuel costs as well as costs for my time. IT Costs to reload software onto laptop that has been reset. As of 24/04/2017, my IT guy has reloaded the computer, we are trying once again to make use of the laptop however it is still exceptionally slow and almost impossible to use. I am happy to forward videos of this.

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