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tabularasa
Paper Tape
Posts: 1
Registered: ‎03-24-2017
Location: US
Views: 743
Message 1 of 3

Another Y50-70 Touch broken hinge - Out of warranty, escalation question

Just another sap who bought the Y50-70 Touch. I'm six months out of warranty, and the left hinge has separated from the lid/locked in place. I can't close the lid for fear of damaging the screen, too, so this isn't much of a laptop any more. Never taken it out of the house, but now it's not an option at all - no way to travel with the thing open all the time.

I've flipped through the earlier posts on this. Saw how common it was, and how Lenovo was refusing to cover it under warranty at first. After finally investigating it, they changed their tune... for those under warranty. That implies to me that they know they're at fault for the issue, that they shipped a product to customers later found to be defective.

I've been extremely careful with this laptop. It's never left the house and mostly just moves from a side table to my lap <2 feet away. Never dropped or anything. When I first got it, I'd hear this cracking sound sometimes when opening the lid, but I thought it was just from the newness and it'd relax. Would just open it really carefully. With how I use it, the machine made it this long - unfortunately past the warranty ending. It's like being penalized because of my caution.

So far, no help from customer support. I've had my case escalated once. The second person I spoke to said it was Lenovo's final decision to not fix my laptop. I tried reasoning a bit, suggesting that it'd be an acceptable solution for them to send me the parts free of charge for me to install myself - especially since trying to close the lid to ship it would likely crack the screen. Received an unhelpful email back (with a bunch of typos) about how the agent knows nothing about parts and I should contact another department to find out what I need. I'm waiting on a response to my last email explaining my usage, the number of other users hitting this problem, that Lenovo investigated itself before even covering it under warranty, etc.

Wondering if anyone can tell me what the levels of escalation are. I'd like to resolve this with Lenovo directly and exhaust my options that way before escalating outside of the company (Better Business Bureau, NY Consumer Protection Agency, or the 'nuclear' option of speaking with a lawyer. To my understanding, consumer protection laws say a company is liable if the product itself was faulty, regardless of warranty. And seeing how people were being charged $300-$500 for this "fix" (that sometimes broke again later), that's a pretty good chunk of the machine's original cost. Kind of ridiculous.


So, how far can I go with escalation inside of Lenovo? I'm assuming there's at least one more level above what I'm currently at. I've bought multiple products from Lenovo and convinced family to switch to it too, but if the company doesn't stand behind their product, time to find a new place.

 

Mod's Edit: Posting edited to conform to Forum Rules.

Support Specialist
Posts: 2,948
Registered: ‎02-22-2017
Location: GB
Views: 678
Message 2 of 3

Re: Another Y50-70 Touch broken hinge - Out of warranty, escalation question

Hello Tabularasa

Thanks for using the Lenovo forums.

I`m pretty sure you could raise a complaint, you would just have to find out where you would need to send the info to.

 

In my case, I would have to write/print a physical letter and send it to the support address that they give me in the UK, not sure how this works in the US, so get support to confirm it for you, and you should be good to go.

 

Hope this helps, let us know how you get on.


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Brian173
What's DOS?
Posts: 1
Registered: ‎04-19-2017
Location: US
Views: 580
Message 3 of 3

Re: Another Y50-70 Touch broken hinge - Out of warranty, escalation question

I know the feeling. I bought a Y40 2 1/2 years ago. For the last year I haven't really been able to close the lid as the hinges ripped the frame apart. Since fixing it would be a tad bit expensive, being out of warrenty, I now get to look for a new laptop. However I'm pretty sure it won't be a Lenovo Laptop as I don't feel like it breaking apart again in 2 years. 

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