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

tell Lenovo you are talking action against them.

it always work. trust me

This post has been edited by ilovemorgiana: Sep 27 2020, 12:59 AM

Bro, I'm using a Lenovo Thinkpad. The laptop is fine. I just had an issue with the Wi-Fi which was constantly dropping. I did a search on the internet and found that everyone using the 8822 chip set from Realtek had this issue. Their solution was to get it changed to an Intel Wi-Fi card. I called Lenovo and since I had on site support bundled in my purchase, the technical support guy came to my house and swapped the Realtek with an Intel card and my Wi-Fi problem vanished. The ThinkPad is absolutely fine now and it's a great laptop. I was happy with the service too.

Let me share another story. Someone I knew had an Asus notebook. This happened years ago. I can't recall exactly the nature of the issue but it was a suspected problem with the motherboard. Brought it to their service centre in lowyat. They fixed it but the problem happened again. I took this to the consumer tribunal and requested for a refund as the notebook was still causing issues even after a few visits to the service center. I pain stakingly prepared all the evidence I had but at the end the judge simply decided to just extend the warranty and told Asus to get it repaired again. My experience with the tribunal isn't that great. I had another case with the tribunal for another product and that didn't turn out well either. Consumer rights in Malaysia isn't like that of Western countries. The judges here think they are God and have inflated ego. Some are moody, grumpy and rude.

Bottom line is, I would perhaps suggest you to rather than immediately seeking for a 1 to 1 exchange, first send it to Lenovo. Get the motherbosrd changed. After all it's still under warranty. Make full use of the warranty. If they have replaced the parts and still if the problem persist than you may escalate this issue further to their manager and then try your luck at the tribunal. My experience with Lenovo was good though. It helps if you have on site support but in this case I believe you don't. It saves you the time bringing it to their service centre each time a problem happens. Use the the warranty and claim the parts. It's only after repeated claims and the issue doesn't get solved you can opt for something drastic. Usually these companies will not immediately entertain xchanges, at least in boleh land Just claim warranty first.

This post has been edited by abhipraaya: Sep 27 2020, 11:57 AM

Most of the time the one to one exchange deal is struck with the reseller. Normally 7 days and do not register the warranty during the 7 days and the product must be returned without any physical defects and complete packaging. What the reseller does is to return it to their supplier by claiming defective out of the box before sell.

If you register the warranty, the reseller can’t help you and you will need to deal with the service center. Most service center refuse one to one exchange except those brands who have specific policy like one to one exchange during the first 2 weeks. Few do that.

Bottom line is always check and confirm the one to one exchange policy with the reseller.

Yup the Thinkpad T series really lives up to the Thinkpad name. I'm on my second T460 while the rest of my colleagues opted for a similar Dell. Almost all of them had issues with the Dell within a year whereas for my Thinkpad I'm only now having problems after 3 years and had to send for service.. After I dropped it twice

My X60s and X61T still kicking. Recently I acquired the R60 just for fun and boy, it is 1 solid and heavy laptop. Even found a R52 in the trash in crappy condition. The previous owner took great care of it. Just some minor cracks and scratches. Repairable.

Now I'm using both X220 and T540P as daily machines. Would love to collect T60 if can find a good condition one. Somehow, I have a soft spot for 4:3 ratio displays.

This post has been edited by acbc: Sep 27 2020, 07:19 PM

Thanks for your feedback. My warranty is actually on premium support, meaning that on-site warranty is actually applicable. I understand that I can either have them come over or have my laptop sent to them to rectify the problem. However, I also feel it's ridiculous that within just two weeks of purchase I'm already faced with a motherboard problem. This speaks volume about Lenovo's quality control.

If a motherboard problem can occur within just two weeks of purchase, it indicates that the problem was probably already there from the start. That's why I feel it's only fair that Lenovo does a 1 to 1 exchange. What's there to fix in a new product purchased within less than a month of purchase? Unless the product was already defective from the start.

My experience with Lenovo..

I just purchased Lenovo Ideapad in March 2020 and within few days, it can't turn on. Brought to SC and they determine is motherboard problem and request for one to one exchange through HQ and then MCO got implemented..

When EMCO, they called me back and approved the one to one exchange

Overall took 2 months because of MCO and the new laptop is working fine

I think that just says a lot about their quality control. Motherboard problem from the beginning is a huge red flag for any laptop manufacturer. My laptop still powers on but the trackpad is almost unusable because it glitches on me every couple of minutes.

The service centre has already diagnosed it as a motherboard problem when I sent it in after 2 weeks of purchase. Lenovo expects me to just send the same defective laptop back to them to fix like it's just another common Lenovo problem. Just plain disrespectful

U bought on their official website?

Hmm, but to me, lenovo laptop is very reliable. For the past 1 year, i had purchased 3 laptops from them, so far no problem. Previous laptop of mine is lenovo too, still running fine today after 8 years of usage, but decide to change as it cant run hd movie smoothly and i dun quite like this tft screen.

I bought from a seller in Lazada

Yang amat berhormat empire23, can please check who is the one that reported this post? It seems that someone is abusing the report button and just report for fun.

Oh, ok. Just asking only, cos i am wondering why there are double standards of treatment between u and ts. I thought maybe is due to u purchasing directly from their official website. Guess this is not the case.

but a mother board fault is common problem being that most component are on it - i don’t get how it is disrespectful when Lenovo is replacing the faulty part as in the warranty agreement you agreed to when purchasing the unit. the warranty starts on the day of purchase not on when you think it should.

Could be fat fingers and inadvertently done. I once ter report of all ppl Jayraptor 😂

my machenike is 1 yr old, no problem so far.
china brand ok 1.

So what if it's a common problem? You telling me you'll be okay if you bought a laptop and I gave you one with a defective motherboard and it starts glitching on you before it even reaches a month of purchase? Considering how I'm paying more than 3k for this product, I find your logic senseless and illogical.

I sincerely hope everything you buy comes defected in one way or another, requiring some form fixing and repair within its first month of purchase. Perhaps that way, you may learn a little of what common sense. Though I doubt common sense will ever be part of your vocabulary considering your statement.

This post has been edited by terrabyte: Sep 28 2020, 01:16 PM

common problem also wrong not common but treat like common also wrong?

i had a similar experience with a tv it had a vertical line on the screen just over a month - took panasonic 2 week to replace the panel using the tv now into it 6th year. didn’t whine not once i swear. 3k so what? if you buy 4k the company needs to prepare replacement units for you ka of your keyboard fail? 5k need to give you 2 units each time it fails ?

This.

Not only laptop but many other item.

BUT if u have the same policy in Malaysia, u will have thousands of ppl buying stuff using a week or 2 and refunding it. Rinse repeated not having to actually buy anything at the end...

I kena with HP...., kena graphic glitch, auto reboot and blue screen after longer hours use and multitasking. Contact online support thru whataspp die-die said it a software issue.. need to update BIOS laa...., check software update, local recovery, until they ask a cloud software recovery, lost my patient already... send to drop off center, lagi cilakak,, 2week there, they just do software recovery again... not even a day after collect, same thing happen again, escalate to customer service at HQ with phone.. now waiting for on site service to come + waiting parts.....1 month plus old already the laptop.. collecting dust.....it's suck man... spend money for something you can't use at all and lousy after sale services...

This post has been edited by kuya: Sep 28 2020, 03:55 PM

https://ttpm.kpdnhep.gov.my/portal/home

lodge report, straight go tribunal

Whether it is common problem or not, when a defect occurs within less than a month of purchase, it is unacceptable. Period. However I don't expect someone devoid of any common sense like you to grasp that.

Considering how you have no common sense and have plenty of cash to spend, I hope your journey of receiving defective products continue. Every company, big or small, out there would be plenty happy to have a consumer as exploitable as you. I am happy to hear of your problem with your TV, and I wish you more of such experiences (involving much pricier purchases) in the future.

So sorry to hear of your experience. I understand how frustrating it can be to spend money and receive a product that isn't functioning the way it should. It's such a waste of time and energy going back and forth with them.

Don't understand how some people think it's perfectly normal for consumers to face such problems. Like that idiot up there who indicated motherboard problem is common and acceptable. Think some people are just born idiots.

Have you considered lodging a report against them?

This post has been edited by terrabyte: Sep 28 2020, 06:33 PM

I'll give them a chance to replace the so call SSD faulty as they mention. will go to tribunal if the issue persist.