Warranty Claim Denied: 17K Requested For My Lenovo LOQ Laptop
I am using a Lenovo LOQ 15IAX9I laptop with serial number MP2HH0ZW. After a BIOS update, my device started to experience serious system freezes and graphics card errors, so I sent it to the authorized service according to the Lenovo service case numbered 2030651284. Before sending the device, I ran official Lenovo Diagnostics tests, which confirmed hardware problems: the SSD (storage) unit showed “Bad Sectors” and “Read/Write Timeout” errors, and the graphics card (GPU) test showed “Video card could not allocate memory” errors with the final result code W3NZF1WKDJK4-JC1SUQ. In the e‑mail I received from the Lenovo support team, it was clearly stated that the repair would be covered by the warranty repair center, and a free shipping code was shared with me. Despite this, when my device reached BDH Bilişim, it was classified as “out of warranty” even though there is no user error and the hardware faults are documented by official reports, and I was asked to pay ₺17,100.94 for the repair. As a medical faculty student, this computer is critically important for my education. I do not accept that my device, which has officially documented hardware faults, is excluded from warranty and that such an excessive fee is requested from me. I request that my victimization be eliminated and that my device be urgently repaired under warranty, as previously stated in Lenovo’s written communication.
After a BIOS update on my Lenovo LOQ 15IAX9I laptop, the system started experiencing freezes and GPU-related errors. Official diagnostic tests revealed serious issues with both the SSD and graphics card. Lenovo support informed me that the repair would be covered under warranty and that a free shipping code would be provided. However, my device was later classified as “out of warranty” by BDH Bilişim, and I was asked to pay ₺17,100.94 for the repair. Since then, I have not received any follow-up, phone call, or update regarding the situation. I am extremely dissatisfied with the lack of communication and the contradictory handling of my case.
My Lenovo LOQ model laptop purchased from Lenovo started showing hardware failures from the very first day. The device had a chronic overheating problem and I constantly experienced sudden FPS drops while gaming. For about a year I repeatedly called customer service with these complaints and sent the device by courier to an authorized service center, but no permanent solution was ever provided and my issues were not resolved. In the latest episode, after installing the official BIOS update delivered through the Lenovo Vantage application, the device completely locked up and became unusable. Although the product’s warranty is still legally in effect, the authorized service declared the device out of warranty, despite there being no user error and the problem stemming directly from the official update they provided. In addition, I was charged an exorbitant repair fee of 17,500 TL to fix the hardware failure. During this process I made reasonable requests such as part replacement, repair, a permanent fix for the existing problem, and even a swap with a different series if necessary. Yet my concerns were ignored, the official update broke my computer, and I was unfairly charged for a product that is still under warranty. Because of this prolonged service hardship and lack of resolution, I eventually had to get rid of the device and was forced to purchase a computer from another brand. I am complaining about Lenovo for causing such consumer hardship, imposing unjust charges on a warranted product, and not taking responsibility for the failure caused by the official update. I demand the cancellation of the fee request, official acknowledgment of the hardship I suffered, and the necessary steps to prevent similar situations for other consumers.
