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8 Posts

09-23-2019

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Yoga 730 hinge / cracked screen / warranty issue

2019-09-23, 15:10 PM

My daughter opened her yoga 730 13 laptop and was horrified to see cracks just above the right hand hinge. Still within warranty I contacted lenovo (I have paid extra for an on site warranty as well) who refused my warranty claim and said they would only deal with it as an out of warranty claim so I would have to pay as it was "physical damage" that was not covered. What an absolute joke. We have done nothing wrong to cause this cracked screen. It clearly appears to be because of a design fault in the hinge that has no top pin fitted. What can I do and why on earth should I be expected to pay for a repair that is not our fault at all?  Even if it is repaired, surely it will just keep on happening? Not happy at all with Lenovo's customer care, or complete lack of, on this issue.

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11579 Posts

11-30-2015

PH

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Re: Yoga 730 hinge / cracked screen / warranty issue

2019-09-23, 19:45 PM

Hi deanoGTB,

 

Welcome to the Community Forums.

 

Sorry to read your experience.

 

Cracked screen are usually classified under Accidental Damage Warranty so other warranty may not be applicable for the issue. Accidental damage repairs are usually done in the facility so onsite repair may not be available.

 

My suggestion is to call back technical support and resend the image for review. Do have an open conversation with them so both can make an acceptable option to resolve this. 

 

I hope this helps answer your query.

 

Regards



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8 Posts

09-23-2019

GB

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Re: Yoga 730 hinge / cracked screen / warranty issue

2019-09-23, 20:09 PM

Hi

 

I have explained the issue with warranty at length. I have sent pictures. I have referred them to the issue in the forums but they refuse point blank to consider the matter a warranty issue. I accept if I drop the laptop and break the screen it is not a warranty claim but the circumstances in which this screen has broken is wholly different and not accidental damage. I am absolutely fuming that I am being treated with contempt. I have a warranty that is a joke. I am left with no choice but to have to sue as Lenovo are not behaving reasonably. very disappointing indeed.

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3778 Posts

12-11-2015

US

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Re: Yoga 730 hinge / cracked screen / warranty issue

2019-09-23, 23:19 PM

I have to agree with you that that does not look like accidental damage, so it is unfortunate that Lenovo is not accepting responsibility for what appears to be a design flaw.    Have you asked the Lenovo support agent (nicely) to escalate your case to a manager, because the normal Lenovo support agents do not have the authority to assist you much beyond just reading the scripts they are given?

 

 

Best of luck,

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8 Posts

09-23-2019

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Re: Yoga 730 hinge / cracked screen / warranty issue

2019-09-24, 7:50 AM

Even through they told me I could not esclalate it and would not reply or respond to any further emails from me on the subject I have asked them politely once more to escalate the matter to a Manager or Supervisor. I won't hold my breath. What really annoys me is that it was bought for my 13 yr old daughter to use at school as part of her lessons - she now has no working laptop so she is the one losing out here while they treat us with utter contempt.

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12-11-2015

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Re: Yoga 730 hinge / cracked screen / warranty issue

2019-09-24, 8:46 AM

I wish you the best of luck getting this resolved.   

 

One thing I learned from owning laptops over the years, is to always include accidental damage protection, and buy the longest warranty period available.     

 

I had a Dell laptop that I used for business, and my then girlfriend tossed it off my two story high deck to the driveway below, and upon receipt of the pile of bits and pieces that I sent in (minus the SSD), Dell sent off a new laptop via FedX, and I received it the next business day.     

 

I don't know if they are always that responsive, but laptops and accidental damage protection still go well together.

 

 

Cheers,

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8 Posts

09-23-2019

GB

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Re: Yoga 730 hinge / cracked screen / warranty issue

2019-09-24, 8:56 AM

I really am wasting my time. I suggested the problem with the screen cracking above the right hand hinge may be because there was no pin connecting the screen to the right hinge. It seems reading the forums that they were all manufactured without that pin.  Now I am at fault because I didn't report a missing pin when there was never a pin there in the first place. Hilarious. Not.

 

 

Good morning

 

I have reviewed the case notes and taken everything that has been said into consideration.

 

The issue with the pin on the device has not been brought to our attention previously.

The device was in your possession for 10 months before you made us aware of the issue.

Unfortunately you don't have accidental damage cover on this device, and that is exactly how we would categorise this fault.

 

In regards to the forums that you have linked us to, any Lenovo user can add to these forums.

Although a 'Sr. Support Specialist' advised you to request this case is escalated, the final decision on the outcome is decided by ourselves through the correct channels (Phone call, Email)

 

I understand your frustrations, but there aren't any further escalation steps that we will be willing to take in regards to this issue.

 

I am sorry that we didn't reach the outcome that you were looking for.

 

If there is anything else that we can assist you with, please do let me know.

 

However, we do consider this complaint to be closed.

 

Kindest Regards

Anthony

Lenovo Technology UK Ltd
Redwood 3
Chineham Business Park
Crockford Lane

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2 Posts

10-28-2019

US

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Re: Yoga 730 hinge / cracked screen / warranty issue

2019-10-30, 21:44 PM

Anthony, This is not an isolated issue. I woke up 2 days ago, opened my Yoga 730, and the screen cracked on the right side above the hinge. No indication of prior problems with the screen or the hinge, and many, many issues on this forum alone with hinges and cracked screens going back to prior iterations of the Yoga. This is not "accidentalt" though you may want to classify it that way. Nor should I have to buy additional warranty coverage to compensate for poor engineering and quality control. 

https://slickdeals.net/f/11968963-lenovo-yoga-710-cracked-screen-due-to-bad-build-hinge-issue

https://www.cnet.com/forums/discussions/lenovo-y510-hinge-problem-392780/

 

These are just two examples - many more out there.

 

I would greatly appreciate you or someone from the Support team in a position to do more than parrot the party line reaching out to me to resolve this.

 

Thanks,

 

Bill 

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8 Posts

09-23-2019

GB

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Re: Yoga 730 hinge / cracked screen / warranty issue

2019-10-30, 22:59 PM

Good luck Bill.

 

they ground me down so I had to pay £300 to get a new screen and then it arrived back with me damaged on one of the corners 

 

Sick to death of their ryan air deny deny deny customer service until you just give up as I'm sure they want.

 

My experience of this has convinced me of one thing - I will never buy a Lenovo item ever again. 

dean 

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1 Posts

12-27-2019

US

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Re: Yoga 730 hinge / cracked screen / warranty issue

2019-12-27, 22:51 PM

My daughter had a similar issue with her Yoga 730 13".   She opened it up one day and the screen was cracked with no obvious cause.   Unfortunately it was one month after the 1 year warranty (we did pay extra for accidental damage) so I'm left wondering whether to spend what I expect will be $300 and her be without the laptop for a week or two, try it myself for ~ $170 and some risk, or give up and buy a new laptop (if I do it will not be a Lenovo, there is way too much discussion out there about screen issues and bad customer service to resolve).

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