My complaint:
I purchased a Lenovo IdeaPad 5 in JAN 2022. Shortly after, I woke up one morning to a cracked screen. I did not drop this laptop but assumed I did since it was cracked. Staples sent the laptop to Asurion as I purchased the warranty when I bought the laptop. I waited a month for it to come back. When I got it back, the screen went black and the physical keyboard did not work. I took it back again and was told if it wasn’t fixed this time, they may have to replace it. I waited TWO MONTHS and no word. I called Staples and the tech said she heard they might have to replace it. She took my number and was going to have a manager call me back. Two days later, I called back because I did not receive a call. When I talked to one of the managers, he was concerned that two people told me they might have to replace it, but at the end of the call, he said, we may have to replace it if it isn’t fixed this time. So, my laptop was ready for pickup after two months of it being repaired. I log on to it and the screen works but the physical keyboard and mouse still don’t work. Today, I called the manager in charge who was very nonchalant and wanted to make sure she placed ALL BLAME on Asurion and me because originally, I told them I guess I had dropped it but couldn’t remember dropping it. Then, I found out that was an issue with these laptops. The only thing she offered was sending it back in for repair and making sure they fix it right this time. I don’t have time to continue to wait on this laptop to be fixed. I told her that I may have to file a formal complaint or sue. She said to go ahead because I would be suing Staples andor Lenovo and not suing her personally. I was livid and hung up on her. So, after 3 months of being in the process of being repaired and another couple of months of constant issues with this laptop, the laptop still isn’t fixed and Staples could care less, even though they recommended this product to me.
Suggested solution:
Replace the laptop with one that works!
