Warranty claim declined despite developing fault – laptop now unusable

I am extremely disappointed with my experience with Revibe.

I purchased a laptop from Revibe, largely because the warranty gave me peace of mind. The laptop also took longer than expected to be delivered initially. Approximately one month after receiving the device, the screen began separating from the body of the laptop. This was not visible on delivery and developed gradually over time with normal use (simply opening and closing the laptop). The issue continued to worsen and the screen is now coming completely away from the frame, making the laptop unusable.

I reported the issue and provided all requested images and videos in a timely manner, in the hope that the laptop could be inspected and repaired while I was away for three weeks. Despite this, the process involved extensive back-and-forth over several weeks, with claims being opened, cancelled, escalated, and ultimately declined. Throughout this time, I largely received templated or automated responses and never felt that the issue was properly assessed or physically inspected.

Revibe ultimately declined the claim, stating that the issue was due to “physical damage” or “misuse,” despite there being no evidence of impact or misuse, and despite the fault clearly developing over time during normal use.

I am now back at work and rely on this laptop for my livelihood. Because the warranty claim was declined, I will likely need to pay for repairs myself simply to be able to work.

This experience has been extremely frustrating and stressful. I expected better accountability and customer support from a company selling refurbished devices with a warranty. Instead, I have been left with a faulty laptop, no resolution, and unexpected repair costs.