Lenovo Premium Care Wants to Bill Me for Removing 3 Screws and SSD Shield

Jetz007 on 20/05/2023 - 10:59
Last edited 20/05/2023 - 17:54 by 1 other user

Hi Guys

I own a Legion 5 pro laptop since August 2021, with 3 yr premium support (which i paid for)
I wanted to upgrade the NVME. I opened the back of the laptop and removed the right side 3 screws and ssd shield (Comes off easy)
The left side, 2 screws come out, but the the last one is completely jammed it almost as if it is a rivet. This is a manufacture problem.
I can still access the ssd still by lifting the shield.

Anyway so i contact premium care support, about this issue and they requested me to send a video of what the issue is.
The following email is what they had told me:

Hi ……

Thank you for your response.

I have discussed the scenario with the team and this would be considered as Billable service where we collect the machine to replace the SSD shield and screw.

Since you have already opened the machine and the screw is jammed, it won't be covered under warranty. The correct process is to contact us to upgrade the SSD so that we can send out technician with the right tools and if the technician is not able to open the part or break any part, it will be covered under warranty.

Kindly let us know if we should engage our Billable Team to send you quotation for collecting the machine and replacing the SSD shield and screw?

I wanted your guys opinion, this sounds complete unreasonable as this would be a manufacture defect.
From what i know your able to upgrade the ram and memory but you risk failure of any other hardware damage from being careless so that would void warranty.

I have done no damage at all and can me put back in its original state anyway.
I haven't responded to the email they sent yet . just wanted opinions first.

Appreciate your help and comments you leave in advance :)

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Comments

  • FireRunner on 20/05/2023 - 11:14
    +1

    The correct process is to contact us to upgrade the SSD so that we can send out technician

    That's ridiculous. The memory and storage should be considered user upgradeable.

    • boretentsu on 20/05/2023 - 22:34

      If this callout is bundled in the Lenovo care package then you should totally do it for creating such a dumb dependency.

      • FireRunner on 21/05/2023 - 12:30

        Even if it's included at no extra charge, I would still hate it.
        Time and effort to organise a service for something that would take you 5-10 minutes is a joke

        • boretentsu on 21/05/2023 - 18:13

          Do separate callouts to maximise the wastage. 1 for ram and 1 for hdd

  • jumpypotato53 on 20/05/2023 - 11:18

    Video?

  • Mokr on 20/05/2023 - 11:18

    Did you check out YouTube videos on changing the hard drive?

  • sumyungguy on 20/05/2023 - 11:23
    +2

    I'd advise getting the dud screw out youself - there's plenty of tech/tradie vloggers demonstrating various methods.

  • Jetz007 on 20/05/2023 - 11:27

    @FireRunner, i agree who the hell would call out a technician just to upgrade ram or ssd.
    Its the most basic thing to do.

  • Jetz007 on 20/05/2023 - 11:28

    I would try but is really jammed in there hard. and its a laptop so its pretty thin,i don't wanna add too much pressure to get it to turn.

    • sumyungguy on 20/05/2023 - 11:29
      +2

      Have you tried a power screwdriver with a piece of rubber?

  • Jetz007 on 20/05/2023 - 11:36

    nah no i haven't, I don't think id want to as the screw is very fine. and can easily become grazed and even more permanent

    • sumyungguy on 20/05/2023 - 11:40

      You'll be able to get a replacement screw for cheap so don't worry about wasting it.

  • Jetz007 on 20/05/2023 - 11:51

    No no that's not my concern the thing is i don't want to damage the hardware surrounding or below it from adding pressure and also if the screw heads get damaged there will no way to get it out. it be like a rivet

    • MS Paint on 20/05/2023 - 11:57
      +8

      If you can't hit the reply button I can see the technical hesitation in removing a screw.

      • Jetz007 on 20/05/2023 - 12:02
        +2

        Very nice thanks for the heads up lol XD i dont really use this, not that much an idiot lol

    • sumyungguy on 20/05/2023 - 12:08

      Likely you're at the limit of your current competency, but I'd remind you that it got screwed in at assembly, it's not a rivet so it will certainly be possible to remove it. Suppose you're resigned to engaging Lenovo.

  • [Deactivated] on 20/05/2023 - 12:01

    Test

    • Jetz007 on 20/05/2023 - 12:03
      +3

      passed

      • [Deactivated] on 20/05/2023 - 12:12
        +2

        Proceed

  • iamherenow on 20/05/2023 - 12:05
    +1

    A secure screw isn't a manufacturing defect. It will come out with the right tools and technique.

  • bobbified on 20/05/2023 - 12:18
    +5

    If you've screwed it (no pun intended!) and need their 'expertise' to fix it, then I think you should pay for it. Otherwise, if it's simple, fix it yourself.

  • garetz on 20/05/2023 - 15:34
    +2

    Lenovo has become a joke, find the specification pdf on the notebook and see what it says, most say the ram and hard disk are user upgradable.

    I would ask them, if they are basically saying that you upgrading the hard disk yourself voids your warranty ?
    Then quote the consumer rights and guarantees.

    https://www.accc.gov.au/consumers/buying-products-and-servic…

    • Jetz007 on 21/05/2023 - 15:29

      Thats good advice, I will reply to the email. and figure this shit out. the problem when you its a joke. what is the point of buying premium care for 3 years if your going to charge me further over a simple issue that you professionals can fix.

  • r4knxd on 21/05/2023 - 17:08
    +1

    I too, own a Legion 5 pro which I bought about 18 months ago. It came with one SSD and was described as "upgradeable to add an extra SSD". I contacted Lenovo and they advised that the unit was not sealed (with the usual warranty seal) and that I could open it and add the extra SSD without affecting my warranty. So, I added an SSD and used it to store all my data which consisted of approx 64,000 photos and my docs etc. So, yes you can open it without affecting your warranty.

    HOWEVER:
    The SSD that came with the laptop started to fail after 10 months (as did the touchpad) so I made a warranty claim for both the touchpad and the SSD.
    A technician was sent around to replace them. When it came to installing windows onto the new SSD, he asked about the second SSD (my "data" drive"). I explained its purpose etc and he said, "It's OK, it won't be affected by the new installation of windows".
    You guessed it - windows formatted BOTH drives and my data drive was wiped clean.
    I have quite a significant number of emails between myself and Lenovo where Lenovo continues to deny any responsibility and refuses to do anything about recovering my data etc.

    On top of that my other Lenovo netbook kept failing until I ultimately got a refund (and bought a Dell).

    I will NEVER buy another Lenovo product again.

    • Jetz007 on 23/05/2023 - 16:24

      yeah that's horrible. its machine was the one that caused the issue. i usually just use desktops but i bought a laptop for compact and portability when i moved to australia.

  • BewareOfThe Dog on 22/05/2023 - 10:32

    You could try something like Liquid Screw Grab.
    Jaycar used to sell something similar.
    You could try putting some plumbers tape on top of the screw to help grip. Also try a better grade screwdriver set, it may be slightly bigger, and grip better.
    Otherwise there is [this]https://www.amazon.com.au/TankBond-7079800177-Tank-Liquid-Clear/dp/B07YXXZDT9). Here is a video

    Also, this might be handy

  • Jetz007 on 25/05/2023 - 07:32

    Well good news i managed to get the screw out. the issue was the hole it screws into. seemed too tight for the screw turn properly. with some pressure and playing around with different driver heads. i managed to loosen it..
    emailed lenovo before i got it telling them i should have to pay. they responded that they will escalate my concerns.

    Thanks for your support everyone :)

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