LENOVO "ON-SITE" WARRANTY

I purchased a Lenovo laptop in April 2019 with a "3 years Lenovo on-site warranty" which has to this day not been honored.

Let me sketch some of the experiences I am having.

The Lenovo laptop was fronted for Lenovo by a company called "Evetech" with an "On-site warranty" which means it is repaired in your place of business to avoid work disruption. This is vital to my practice and the main reason why I bought the laptop.

The screen started flashing soon and so inferior is the product that the casing is now held together with lacing tags while I have been chased from pillar to post for over a year and threatened with voiding the warranty if I repair the laptop with my own technician and told the "on site" warranty only applies to within 250 km from Pretoria, and my business is further than this in Nelspruit so the warranty does not apply. Then why not tell me that when I buy it?? That apparantly has now arbitrarily been changed to 50km from Jhb!

Evetech told me they were not responsible for the warranty the products they sell, not allowed to talk to their technicians and eventually referred me to a company called Musk in Nelspruit who were apparantly the local agents. But Musk said they were not and Evetech said this is untrue and left me out in cold with no solution.

The repair could cost close to the value of the laptop, so I was conveniently pressed to forgo the warranty as the loss to my practice in disruption is so massive.

I had to buy a monitor to use the laptop on a temporary basis, but this arrangement could fail at any time.

I eventually pressed Evetech to agree that I drive to Pretoria and have the screen fixed while I was there for a few days. When I arrived in Pretoria they phoned me to tell me they would finally honor the warranty and fix it back in Nelspruit! So I slept over, drove back to Nelspruit the next day only to receive a message from the courier company that they would like to pick up the laptop to take it to Lenovo Support in Jhb!!

Eventually my own technician referred me directly to Lenovo in Jhb. I gave Jacketta Richards of Lenovo a convenient date to courier the laptop to her explaining that I had large amounts of money to certify to building contractors currently and requested a return date for work planning purposes. She said no, they needed to source parts first. So she sourced the parts, a screen and a ribbon, and I asked for a return date again. She said no, they needed to assess the machine first. So I sent a video of the flashing screen and broken casing. She confirmed 2 weeks max from date of delivery the laptop will be returned. So I asked if I could hold back the repair when there was less pressing work required of it. She said no, because by now the warranty would expire. But this fault had been reported and documented dozens of times for over a year!!

These are just some of the frustrations I have suffered.

It's now 3 weeks since the courier took my laptop and I still dont have a laptop. Again I asked for a revised date when it will be returned as I have a desparate backlog in my office now, and need to decide to ditch the Lenovo and buy a real laptop or not, and all I am told is the unit is still being assessed!! I have made dozens of calls, hung on for a total of over an hour, and the favorite answer is "my department doesn't deal with your problem." It seems as soon as Lenovo recognizes my cell number they just don't answer because they always answer my first call, transfer me to another department, cut me off, then don't answer my call for the rest of the day.

Clearly I have no choice now but to forgo the warranty and buy a new laptop, because not only are Lenovo failing to honor the warranty, now they have possession of my computer as well and show minimal signs of giving it back in the forseeable future while my practice suffers losses. A convenient way of dishonoring their warranty.