Lenovo Ideapad Gaming 3 Laptop - Dead Pixel, Issue Not Resolved
Hello; I have a Lenovo Ideapad Gaming 3 series laptop that I purchased in 2022 and is still under warranty. Recently, I noticed a spot in the lower left corner of the screen, which is clearly visible on a green-black background, and I suspect it is a stuck or dead green pixel. I took it to the BDH® Lenovo service center. The service request numbers are as follows: Lenovo Service Request Number: lnv 4010490629, BDH Service Request Number: 252009213156. In the form they provided upon device submission, the following was stated: "- 1 pixel found on the screen. According to panel standards, no intervention is required, as it does not meet the criteria for replacement. - The sound level is normal according to the model. - The fan and its surroundings have been cleaned."
When I informed the representative of the BDH service center that there was no intervention on the screen, he had a conversation with the technician who performed the intervention. They said that to replace the panel, there must be 3 dead pixels in a row or 5 dead pixels in different parts of the screen, which is the standard set by Lenovo, and that they cannot intervene. When I contacted the Lenovo call center again to report the situation and express my dissatisfaction, a technical specialist from the call center confirmed the same information and said that I should have contacted them before taking the device to the service so they could better assess the situation. They claimed that I wouldn't have taken the device to the service. However, I clarified that I had already called them before taking the device to the service, and no one mentioned such a standard.
After my complaint, an internal complaint was created, and I was informed that my complaint had been forwarded to responsible employees with the number PH-000021284799. When you buy a laptop and you have 2 dead pixels in a row or 4 dead pixels in different parts of the screen, can the device be sold, claiming that it meets panel standards, without considering it defective? Or who can agree with such a situation? When you buy a product, even 1 dead pixel is considered a defect, and in the case of an ongoing warranty, the defect needs to be rectified, not declared normal. Unfortunately, I still haven't been contacted by Lenovo, and my dissatisfaction continues. The service form they issued upon receiving the device is attached, with personal phone number and computer password concealed.
Dear Customer, Thank you for sharing your experiences and opinions regarding Lenovo products and services. Your customer advisor will contact you via phone or email as soon as possible to assist you with the complaint you mentioned on the sikayetvar.com platform. Best regards, Lenovo Turkey
Dear Customer, Thank you for sharing your experiences and opinions regarding Lenovo products and services. You have been contacted by phone regarding the matter. Thank you for choosing Lenovo, and we wish you a good day. Sincerely, Lenovo Turkey
Hello, This morning, I received a call from Lenovo from the phone number +902124670101. Despite my consumer rights being disregarded, and the fact that my device, which is still under warranty, should be restored to its original condition through technical service, the representative on the phone clearly stated that the panel replacement standard, which requires "at least 3 dead pixels side by side or 5 dead pixels in different spots" for a panel replacement, is not mentioned in any information booklet or warranty document that came with the product. The representative emphasized that this standard is only in their procedures and stated unequivocally that they would not assist me. During the conversation, there was no indication of any effort or interest in customer satisfaction, and the representative strictly emphasized the procedures. While my device is still under warranty, any minor defect in the product should be rectified according to the warranty conditions. However, the refusal to intervene with my device because it does not meet the panel replacement standard, which is only in their procedures and not mentioned in the warranty documents, has resulted in a clear violation of consumer rights by acting contrary to the warranty conditions.
