Hi guys,

Need some advice regarding a Lenovo Laptop I bought brand new on the 2/9/20. Since purchasing this laptop, I have run into both software and hardware issues.

In the first week, I was unable to activate my Microsoft Office. I returned to the retail store which I bought this laptop from on the 9/9/20 and it took them 3 hours of repeated attempts in activation before informing me that they were unable to have office activated. They suggested that I had my laptop reformatted as a last ditch effort to solve the issue. I agreed and also decided to upgrade my ssd the same time. The reformat solved the office activation issue.

However, I noticed over the following week that my trackpad would frequently freeze on my randomly while using it. Within 30 minutes of use, it would freeze on me 9-10 times. I have it all recorded on my handphone. I sent it to the service centre and was informed that it was a motherboard problem.

Since then, I have reached out to Lenovo to request a one to one exchange. Reason being that I find it unacceptable that by just the second week of using this laptop I have:
A) reformatted my laptop by the first week to solve a software issue
B) deal with a motherboard issue that resulted in my trackpad freezing randomly on me

Lenovo over the past week has since requested that I collect my laptop back from the service centre (service centre have only diagnosed the problem but have yet to fix the problem) to snap and send to them pictures of my product along with the invoice of my purchase. They subsequently sent me an email informing me that they will be rejecting my request of one to one exchange and suggested that I sent my laptop back to the service centre for repair.

I find it unreasonable and unacceptable that I have to accept a very clearly defective product from Lenovo which I paid more than rm3k for. How can a brand new laptop present with a motherboard problem within the first 2 weeks of purchase? And also one which required a reformat to activate Microsoft office. It is absolutely ridiculous.

Was wondering if anyone could advise me on any further action I could consider taking from here on? As I feel this is a violation of a my right as a consumer.

Thanks in advance!

Btw, may i know which model is it?

Maybe u can speak to the agent that help you during the purchase (i assume u buying from lenovo official website).

I bought from the Lenovo retail store in midvalley. It's the Lenovo ideapad Flex 5.

There is an agent from customer care who has been acting as the middle person since I reached out to Lenovo premium care support. Last I spoke to them was yesterday. They were suggesting for me to send my laptop back to the service centre for repair.

I just find it ridiculous that I paid for a brand new laptop with motherboard problem detected within just 2 weeks of purchase and Lenovo is just expecting me to just accept and comply with mistake committed on their part. Heck, a second hand laptop may not even present with a motherboard issue within 2 weeks of purchase.

To think that a brand new laptop costing more than rm3k would present with one in less than 2 weeks is just unacceptable.

kpdnkk

Just to confirm, since u say premium care, meaning they should come to your location right instead of u sending it to them?

But agree its unacceptable to have motherboard faulty in such a short time.

Warranty don't state 1 to 1, so you can request only

Yes. They told me that I can either send my laptop over to the service centre or have someone come over to repair it.

The issue for me is how is reasonable for a consumer to accept a defective product with a pretty major defect occurring just within just 2 weeks of purchase? Not to mention that it wasn't the only defect that occurred since my purchase.

nx time choose dell. complain till no end he just refund u full amount

I suggest you install all the drivers from the lenovo site, those ppl that format tend to be lazy and use microsoft basic drivers or windows update decide to screw some of the drivers

me accidentally tersnap connection for ssd, and sent out for repair at authorized centre. they change new motherboard. asus rog...
authorized centre that oso do for other brands.


This post has been edited by burn22: Sep 26 2020, 08:50 PM

Report consumer association

Sometimes I think their policy ridiculous

Just bought new faulty one then straight change new
Instead they send it repair...

Consumer rights in Malaysia is a joke... In the US customers have one month to return the laptop for full refund, no questions asked

Lenovo generally produced crap products. Only those branded with ThinkPad or Motorola are worth buying.

However, beware that even ThinkPad branded products do have real Lenovo crap inside. Models with R, E, A and L are mostly crap models. Opt for T or X models only. Reliable like no tomorrow.

Lenovo no more same like IBM as last time anymore.

This lesson you need to remember and next time jump ship to dell.

Msia don have lemon law

Deswai companies get away with crap like this

That's why I avoid Lenovo laptop even they are the cheapest in a the market.
You need stable and reliable brand such as hp, dell and even Acer are better imho

My brother bought a Dell and faced endless reboot too. They came to change the motherboard and the problem went away. I wonder what's wrong with laptop QC nowadays.

omaaiiii

sometime i suspect msia get the refurb set from oversea. since we always launch later

lenovo now is pure lenovo.
ibm have zero biz with intel anymore