Death of Lenovo Thinkpad X1 laptop, replacement under warranty. How Parallel Import Works

Hello.

It is customary for us to scold after-sales service, I constantly come across stories in which rights

the consumer is grossly trampled, the person turns forhelp and demands to call the bad guys to account. There are reverse stories, but almost no one talks about them - basically there is a fear that they will be accused of advertising, everything is too good and everything works as it should be in an ideal world. But we know for sure that we live in the real world, which means that good stories are not about us.

The story you are reading happened to minecolleague, I know her first hand. We work with him in a company that has nothing to do with media, his name is unknown on the market, but the regalia will last for several lifetimes. Specifically, in this story, all means of communication were used, which did not betray his belonging to a particular company, it was impossible to understand that he was him. The person went the simplest way and applied to the company on behalf of an ordinary consumer from the Russian outback. But first, about the problem.

So, a Thinkpad was purchased about a year ago.from Lenovo, the latest generation, a lot of memory and so on. At some point it just stopped turning on. When your work laptop breaks, it's always frustrating. Especially when a rather expensive laptop breaks down, which in theory should last more than one year. It was purchased by my colleague at KNS, a Russian store that sells various equipment, including one specializing in Lenovo. Before contacting the store, the service concluded that the laptop cannot be repaired. And then the following letter was sent to KNS:

Good afternoon!

On January 15, 2021, I purchased a Lenovo Thinkpad X1 Yoga Gen 5 laptop. Model 20UB003NRT

With the following specifications: Intel Core i7 10510U, 1.8 GHz-2.9GHz, 16384 MB RAM, 14'' UHD 3840×2160, 1000GB NVME SSD, LTE

About which I enclose a sales receipt for this letter.

On 11/22/22, an act was received on the non-repairability of this laptop. Confirmed disadvantage: does not turn on, which is a significant disadvantage.

The document is attached to this letter.

On 12/02/2022, a laptop with an act and a copy of the check was handed over to a KNS specialist, for which a supporting document was received. A copy of the document is attached to this letter.

This laptop is the 7th laptop withstrain gauge joystick since 2004. The presence of a strain gauge joystick is due to a significant increase in work efficiency compared to a mouse or touchpad.

This notebook is the 4th active pen tablet notebook. The presence of an active pen is determined by the usage profile (for graphics).

In accordance with Art. 18 paragraph 1 of the law on consumer protection, I ask you to provide the same or similar product that meets the following minimum characteristics:

The following characteristics arebasic essential characteristics that are lower than or equal to the characteristics of the failed model. Accordingly, they should be interpreted in the format “not lower than”.

Screen size 13.5 inches.

Positioning device: touchpad + strain gauge joystick.

Active pen.

Convert to tablet.

The amount of RAM 16384MB

NVME hard drive, replaceable, or 1000MB capacity

Screen brightness at least 490nit

The fingerprint scanner.

Processor - Intel core i7 10th generation.

USB-C support, including charging and image streaming to an external monitor.

Due to my location at the Republic of Mari El. XXXXX XXXXX XXXXXXX XX, I ask you to send the goods to the specified address after agreement.

Miscellaneous

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The laptop hit KNS in December 2022, storeoffered to return its cost - 180 thousand rubles. My colleague refused and wrote the claim you see above. Nothing happened for a month, it turned out that the letter was lost, it was missed.

There was no special warranty for the laptop,usual three years. And, as you can see, they didn't. After the letter was found, a laptop replacement was agreed. Instead, the seventh generation Thinkpad X1 Yoga model (16 GB, 1 TB) was offered. The cost on the store's website is a little over 240 thousand rubles.

As a result, a new laptop arrived with the help of CDEK, it was received and unpacked.

Parallel Imports - A Few Considerations on Supply

Replacement of such equipment under warranty is neveroccurs at the expense of the store, otherwise retail would have gone bankrupt long ago. As a rule, the manufacturer keeps the brand and blows dust off its customers. But, as we know, Lenovo has suspended the supply of equipment to Russia, at least officially. And here a curious question arises: where did the replacement laptop come from, as well as what exactly KNS and other companies sell. Let's try to figure this out.

I'll start with the tale that the "professionals" from the mediahave been replicated many times: in Russia, the demand for engraving of laptop keyboards has grown, supposedly all equipment comes with English keys, and already in the country they are being localized.

We look at the keyboard, it is factory, noThere are no engravings or stickers. "Common" sense is shattered by reality, because fictions do not pass the test of facts. Approximately the same situation with most major suppliers, I do not take into account the gray market, engraving is really in honor there. But this is such a thin fraction of total sales that it makes no sense to consider it.

A box with a laptop from China, when opened, we expected that the plug would be different from ours.

But inside the package is a regular lace, which was familiar to the models supplied to Russia. And this already indicates that this laptop has been prepared for sale in Russia.

But Lenovo is trying to avoid any accusations ofwork in our country, as well as many other companies, including Taiwanese. As a result, shipments are likely to come from China, through a Chinese distributor, and not directly from the company, as was the case last year.

If you try to look at the warranty status on the Lenovo international website, it turns out that such a laptop does not exist, the number simply does not break through.

We go to the Chinese site Lenovo, and this model appears, the warranty is highlighted.

When replacing on the KNS website, an order appeared in my account, but there were no other documents. The guarantee, apparently, begins again, it is difficult to imagine otherwise.

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Conclusions and morals

I know several friends who are in similarsituations, they simply did not communicate with stores, but put their laptops aside and bought new ones. The motivation was the same - they won’t change it anyway, but I don’t want to wag my nerves, I can afford to buy a new typewriter. These people live in the paradigm that consumer protection law does not work, everything is complicated and there is no need to even try to do something. But the main thing is that they spread this solid knowledge around them. As we see in the example described above, everything is at least not so simple.

Yes, the possibility of facing a store rejectionchange technique is definitely present. Here, Lenovo’s desire to support its customers is also clearly visible (I’m sure that officially they will open up and blame everything on the partner, they say, this is his initiative - but this does not happen for technology of such a cost).

Don't be afraid to take your problems tosellers, this is an opportunity to solve them (albeit not always and not everywhere). The story you read shows well how parallel import works, that the service for Lenovo is not destroyed, although it is carried out on the partner's side.

Agree that the story is good, for my colleague it also ended successfully. And he believes that the store behaved with dignity. I cannot but agree with this assessment of the situation.