Ombudsman for computer company complaints?

  lastard 18 Apr 12
Locked

Hi! I wanted to ask if there is an ombudsman scheme dealing with computer company issues. Bought a Lenovo Thinkpad L420, which broke after 9 months and the company is refusing to repair it claiming liquid damage, which is not covered by warranty (L420 are supposed to be liquid damage proof anyway). Had machine checked by other service, and they didn't confirm liquid damage. Still, Lenovo refuses to repair it.

Thanks, Angela

  johnnyrocker 18 Apr 12

without too much knowledge i would suggest office of fair trading, or if purchased with a credit card the issuer of same. or possibly trading standards?

johnny

  johnnyrocker 18 Apr 12

without too much knowledge i would suggest office of fair trading, or if purchased with a credit card the issuer of same. or possibly trading standards?

johnny

  johnnyrocker 18 Apr 12

without too much knowledge i would suggest office of fair trading, or if purchased with a credit card the issuer of same. or possibly trading standards?

johnny

  johnnyrocker 18 Apr 12

sorry for triple post PCA again?

johnny

  lotvic 18 Apr 12

"broke after 9 months"

what's wrong with it? How is it broken? Casing, Hardware, software?

  lastard 18 Apr 12

It doesn't switch on any more. Had it checked by another company and they said that 'chips had worn out'. They also said that it wasn't worth repairing, because it would cost me about the cost of a new laptop.

  lotvic 18 Apr 12

'chips had worn out' A rather vague diagnosis, doesn't sound helpful at all.

There must be more to the history of how it got 'broken'. Was it that it was working normally then next time it just wouldn't switch on? I wonder why Lenovo say it has 'liquid damage'. Was it the shop/retailer that you bought it from that sent it back to the manufacturers?

Re Advice, have a look at the info on Direct gov

  spuds 18 Apr 12

Try http://www.consumerdirect.gov.uk

If the Thinkpad is only 9 month old, then you should have taken up the claim via the retailer that you purchased the item from, unless you purchased direct from the manufacturer and their sales outlet.

  lastard 20 Apr 12

I contacted Insight UK, where I bought the laptop, but they said that they cannot do anything if Lenovo claims it is liquid damage. I just don't know where this liquid is supposed to have come from. I took the laptop on a transatlantic flight where the machine was stored in an overhead locker in a watertight case. before the flight, everything worked ok. after the flight nothing worked any more.

Thanks for all the advice so far. Trading standards does not seem to deal with individuals. Consumer Direct suggested legal action and the credit card route. It's all taking up a lot of time, energy and money so far.

Angela

  lotvic 21 Apr 12

In my opinion (and this is my personal opinion) If the retailer has said 'can't help' then if you purchased it via your Credit Card then it is their responsibility so I suggest you telephone them and take advice from your credit card company who will tell you what they want you to do - the next steps to take. They may say that if you doubt there is any 'Liquid Damage' you need a professional Independent and legally recognisable examination of the laptop to ascertain it's condition. It would need to be from someone who would be able to produce a report that would 'stand up to legal scrutiny' that the CC company can rely on in order to reimburse you for the value of the laptop.

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