Lenovo — warranty not being honored

Address:22/C GANGA PRASAD MUKHERJEE ROAD, GROUND FLOOR, BHOWANIPORE, Kolkata, West Bengal, 700025

Lenovo idea pad slim design laptops are faulty. The power button contains a plastic support underneath the switch, which has to be handled extremely delicately unlike normal laptops where you press the button to switch on and off the machine.

In a recent case my company purchased a lenovo ideapad (Sl no yd04axzl) and within 2 weeks the power button became loose. It was unrecognisable that there was a plastic part underneath which got pressed as the machine was functioning perfectly ok. However after another 6 months suddenly the machine stopped charging. This resulted in a situation where we had to approach the lenovo service center. There it was detected that the mother board has got damaged which is covered under warranty, however the plastic part underneath the power on button is concluded to be a user inflicted damage and warranty is denied. This they mentioned is covered under "accidental damage protection plan", which was never offered to me during the purchase of the machine mentioning that such protection is necessary to claim even damage of parts inside the casing of the computer even if the casing is not damaged.

My laptop was purchased on the 6th of june 2018 and is still under warranty. I had also purchased additional 2 years warranty from croma (Where i purchased this laptop from) to gain peace of mind for atleast 3 years.

There is no specific indication by lenovo mentioning what is normal wear and tear and what consumer inflicted damage.in my case there is no apparent damage in the area where the power on switch on the cover of the machine hence i am completely perplexed how the plastic part underneath can get damaged without damaging the casing. I have photographs of the damaged part as well as the cover (Attached). This can only happen if there is a fault in the design. Ideally such things are taken care of during the design failure mode and effect analysis (Dfmea) stage. But it looks like such failure analysis was never done during designing of this machine and hence consumers are being penalized.

Also the quotation provided for this small plastic part is rs 7000, which is 15% the cost of the machine. It looks like lenovo is trying to recover the cost of the motherboard which got damaged by overcharging this small plastic part. It is hence necessary for a consumer to understand what was the purchase price of this part and by how much % it is being loaded while selling it as a spare to the consumer.

As a consumer hence i need justice -
1. Either lenovo takes care of this damage free of cost and ensures that such flimsy design power on switch be replaced with appropriate design modification or ensures that any future damage of such nature that i apprehend over the life of the machine be taken care of by them free of cost. Or

2. Refunds back the money that i paid to purchase this laptop along with sensitive data that i have in the hard drive of this machine.
+1 photos
Was this information helpful?
No (0)
Yes (0)
Lenovo customer support has been notified about the posted complaint.
Complaint comments 

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    code
    By clicking Submit you agree to our Terms of Use
    Submit
    Lenovo
    customer care contact
    Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good a company is at responding and resolving complaints by granting from 1 to 5 stars for each complaint and then ultimately combining them all for an overall score.
    Read more
    14%
    Complaints
    4389
    Pending
    0
    Resolved
    632
    Lenovo Address
    Ferns Icon, Level-2, Doddenakund Village, Marathhalli Outer Ring Road, Marathhalli Post, Kr Puram Hobli, Bangalore, Karnataka, India - 560037
    View all Lenovo contact information