Complaint

am lodging this formal complaint regarding the appalling quality of my Lenovo IdeaPad Gaming 3 laptop and the wholly unacceptable service I have received from both Lenovo and its service partner, PartServe. I purchased this laptop on 26 April 2022 from Evertech for R15,904.95 (Invoice Number: 761656), which came with a clearly stipulated 3-year warranty.
In November 2024, the HDMI port failed (my second screen stopped displaying any information), and the internal speakers stopped functioning. I must emphasize that I take meticulous care of my devices. I exclusively use an external keyboard and mouse, and I live alone. The device is used solely by me and was in perfect condition.
Upon submitting the device for repair at PartServe, I was stunned to receive a quote of R20,745.45 to replace the mainboard — a cost higher than the original purchase price. After persistent objection and escalation including multiple discussions with the service manager, Mr. Morné van Niekerk, the device was finally repaired under warranty and returned to me on 15 January 2025.
To my dismay, the same issue recurred on 17 July 2025. The HDMI port had failed again. Despite attempting to contact Mr. van Niekerk via email on 21 July and leaving several voicemail messages, I have received no response whatsoever. Instead, I was issued another outrageous quote of R27,738.00, without any acknowledgment of the prior warranty repair. A call centre representative then claimed repairs only carry a 3-month warranty, which contradicts the 1-year warranty on mainboard repairs stated in Lenovo’s official policy.
I am of the firm opinion that the quality of work that was done to my laptop by PartServe is of sever poor quality and secondly that they are exploiting clients. I am currently using my old 2012 Dell Latitude E6520 laptop that is over 10 years old as indicated below without any problems even though it is slow as one can imagine.
This situation is unacceptable. It is my view that:
1. The original repair was substandard, and the hardware quality is extremely poor.
2. The repeated quoting for out-of-warranty pricing on a still-warranted device is misleading and *********.
3. I am being blatantly ignored by your service team and denied the support I am contractually owed.
As a result, I have no option but to escalate this matter formally. I am submitting complaints to the following entities: PartServe, Lenovo South Africa, HelloPeter and the National Consumer Tribunal Council of South Africa .
This situation is both frustrating and unacceptable. I expect a formal and prompt resolution that honours the original warranty and Lenovo’s stated repair policies.
Sincerely,
Magda Vermeulen
Extremely dissatisfied Lenovo customer