Ok guys, this is going to be a little long but any assistance/advice would greatly be appreciated.
Basically I received a Lenovo B520 All in one computer as a gift from a family member at Christmas. All was working fine until a moth later, where the screen would display a strange mix of colours and crash and reboot.
Being comfortable with computers, I began to troubleshoot the problem and eventually narrowed it down to most likely being a video card failure. It's important to note that I didn't not remove any hardware or the casing or anything like that for the troubleshoot so there are no issues there.
I called customer support and arranged a pick up of the computer, which was to be sent for repair and returned to me within 10 days maximum. It took several calls to ensure a successful pick up but got it sorted eventually.
They sent out a hard shelled plastic box which was lined with substantial padding all over the inside to protect it in transit. The shipping label was for a repair centre in Manchester. Again no problem there.
A week goes by and I ring to check the status of the repair only to be told that it is still ongoing and to give it another week. Fair enough I thought. Same story next time I call.
Following that, I received a letter from them stating that the problem is more than likely a product failure and it must be returned for repair. Enclosed was a shipping label for a repair centre in Germany. Now this set off some alarm bells as the computer was sent to Manchester previously.
So next I call them up again, asking why this letter was sent when my computer was already in their care. They stated that the letter was sent in error and that I'd be updated on the status during that week. Still nothing.
So I call again at least 3 different times to be brushed off. So yesterday I got the details for the Manchester repair centre and called them up. They admitted having received it, but it was no longer with them. The woman on the phone stated that it was sent to another repair centre in Manchester that deals with Lenovo and she'd passed my details on them and they would call me back later that day.
I then asked her for the details of this other centre so I could contact them myself. She refused for no apparent reason. I said fine and left it there.
At this point, I felt my only option was to threaten legal action so I called up the customer support line and spoke to an agent I had been onto previously.
I stated I wanted to know the location of my computer, the status of repair and the date I will have it back. If I didn't get that info I would instigate legal proceedings on Monday in order to retrieve my computer.
Instantly, the agent was able to bring up all the details. He told me it was in the German repair centre and that they're waiting on a part. I ask him what parts is he referring to. He then states it's a screen. So I ask him why is it a screen as it's a video card problem.
He states that there was a huge crack on the screen and that they would be sending me a quote for repair. I stated that there was nothing wrong with the screen at all when sent and that it must have happened at their end or in transit and this was unacceptable. Furthermore, I questioned him on the quote as it has a 3 year warranty and he said a cracked screen is not covered under that.
The screen was in perfect condition when it was sent away and now I'm possibly going to be billed for their errors. I took his name, requested his managers name but he would not provide his managers contact details or put me through to him. I told him that I will begin legal proceedings asap and they'll be hearing from me soon.
It's an absolute joke at this stage. They've had the machine longer than I have and it's worth over 1K and they almost expected me to forget about it.
So basically I'm wondering how best to proceed with this? The support etc that I dealt with were based in the UK. They do have an Irish operation also but how would I go about bringing them to the small claims court? Would I have to do so in the UK or can I bring the Irish operation to court here? They are the same company after all.
All I really want is my computer back in perfect working order.