Customer Service Woes

I have a dual-screen Lenovo Yoga 9i, which I have very much enjoyed using during my ownership. Unfortunately, the motherboard failed recently while I was using it, but I wasn't worried as I had also purchased Lenovo's "Premium Support".

Initially, they were great. The laptop died on a Friday, and I had an on-site Engineer visit booked for the following Tuesday. Perfect.

However, this engineer accidentally cracked the screen whilst replacing the motherboard. On top of this, the laptop no longer charged and the battery constantly registered as 100% all the time. Now, I urgently needed the laptop back for day-to-day use; but accidents happen, and the turnaround was originally quite fast.

This is where the issues have started. They wouldn't send an engineer to replace the screen; I had to send the laptop to them. Part of the process was me having to sign a waiver that said that I accept that they may have to wipe my data - which I absolutely did not accept (the issue is not with the SSD, but the motherboard and the screen).

After the laptop was sent away, more than a week later, the first correspondence I get is an email from the service centre saying that the repair is on hold until I pay 400GBP (!) because the screen is not covered under the warranty.

So I phone them to explain the situation, highlighting that I urgently needed this laptop back. Customer service says they will email the service centre to get it done.

Then this morning, I get an email telling me "Your unit is being shipped back to you unrepaired".

Once again I had to phone them to ask what is going on, only for the customer service guy to tell me he has had to re-open the repair.

I'm still without my business laptop with no real ETA on the repair. I wonder if I'll ever get it back. I wonder if there'll be compensation for the poor experience.