u/Icy-Turnip666

Tl;dr lenovo denied my DOA claim despite acknowledging a hardware defect then botched the repair job.

Hi everyone,

I’m posting this to see if anyone has dealt with something similar with Lenovo / Premium Care / authorized service providers.

I bought a Lenovo Yoga Pro 9i a few months ago and Within the first 14 days, I noticed a fan issue: whenever the fans started spinning, there was a short but clear screeching / grinding noise.

Because the issue appeared immediately after purchase, I requested DOA handling. The laptop was sent to Lenovo’s local authorized service provider in Israel, CPM. They claimed the laptop was working normally and refused to approve DOA. I asked to speak with the person who tested it so I could understand how the fan noise was checked, but they refused. When I got the laptop back, the same fan noise continued, so I refused to confirm that the issue was resolved.

Around three months later, they contacted me again and asked if the problem was solved. I said no, because the fan noise was still there. They asked me to send another video of the same symptom. After I sent it, they suddenly decided to send an on-site technician to replace the fan.

This is where I have a big problem, if the fan really needed replacement, then my original DOA complaint was valid. But they told me DOA was no longer possible because three months had passed, even though I reported the exact same issue during the DOA window and never accepted the case as resolved.

The actual repair also concerned me. The technician opened the laptop, replaced the fan, but did not clean the old thermal material residue from cpu/gpu and refused to clean the thermal putty on other components, even after I told him that leaving residue could affect heatsink contact. He dismissed my concerns and said that if I had a problem with what I was seeing, I should talk to Lenovo.

He then used GD900-1 thermal paste on the CPU/GPU. I later checked Lenovo’s Hardware Maintenance Manual for this exact model, and it appears Lenovo specifies PTM7958 for the CPU/GPU areas and HGF-350 / XPG0001-type thermal gel for other thermal-interface areas. I cannot find any Lenovo source saying GD900-1 is approved for CPU/GPU use on this model and spoke with the local Lenovo support about this, they told me the thermal paste they used is approved and they said it’s written in the website and then they sent me a chatgpt comparison between the thermal paste that they used and the thermal putty XPG0001 for some reason, and refused to send me any proof that the material that they used is actually approved for my model by lenovo.

Afterwards, I saw high temperature spikes and thermal throttling in HWiNFO. I showed Lenovo evidence, but Lenovo Israel/CPM still insists the service was done according to their guidelines. When I ask for a Lenovo document proving GD900-1 is approved for CPU/GPU use on this exact model, I only get vague answers from the costumer support and they still refuse to send any proof or documents that the service job and the materials that were used according to Lenovo’s guidelines.

Now Lenovo support is dodging my concerns and telling me that the service job was done properly and the laptop works normally despite me disputing both these claims.

Should i sue Lenovo at this point? I’ve already sent a complaint to the consumer protection and fair trade authority in my country but to my knowledge the outcome won’t necessarily force Lenovo to comply.

TL;DR:
Lenovo denied me DOA but still admitted a faulty hardware and then botched the repair.

Hey everyone, I need some advice on how to escalate a disastrous Premium Care experience with the local Lenovo lab (CPM/DCS in Israel), as they have essentially ruined my brand-new laptop.

I bought a Yoga Pro 9i back in March. Within the first two weeks, one of the fans started making a horrific grinding noise. I reported it immediately, well within the 14-day DOA (Dead on Arrival) replacement window, and sent video proof. The local lab took the laptop, held it, and then returned it claiming "No Fault Found." They refused to replace the machine.

I refused to close the ticket and confirm that the issue was resolved so after three months they told me to send a video of the noise again, i did and as a result they told me they’re sending a technician to replace it, so they closed the first ticket i opened (without my consent) and then they opened another ticket for a fan replacement. I asked them why aren’t they giving me a doa approval if the fan is indeed faulty, they said it’s been three months and i can’t ask for a DOA now (I know WTF).

They sent a technician to my house for a fan replacement and the whole thing was unprofessional to the point you start questioning how’s Lenovo allowing this, especially on a 3k$ laptops, when the technician lifted the fan and the heat sink, he refused to clean the old thermal paste/putty residue from cpu/vrams even after i tried to talk some sense into him that the heat sink won’t sit properly on the chips if you do it like that, and then he used a cheap thermal silicone paste (gd900-1) on the chips/cpu and i tried to tell him you can’t use this on laptops because of the pump-out effect etc but he refused to listen and told me “this is how we do things around here, if you don’t like it talk to Lenovo”.

Now, the laptop is thermal throttling and when i tried to tell them about it and showed them the results on HWinfo64 they denied it and told me that they won’t rely on software diagnostics that doesn’t come from Lenovo.

hello, i have a few questions and concerns regarding an on-site service job that was done to my laptop (lenovo yoga 9i pro gen 10). 
a week ago, lenovo did an on-site fan replacement to my 3 months old laptop. but it raised some concerns as the whole process wasn't done according to the lenovo manual that's for my laptop. 
during the repair the technician refused to clean the old thermal material residue on the components (cpu,gpu,vram...) even after i asked him to and explaining that the heat sink might not sit properly on the components if he didn't clean the old residue, he then went on to use a cheap generic thermal paste (gd900-1) instead of ptm7958 on cpu/gpu. i told him not to and told him that he should use the thermal paste that's in the manual (ptm7958). he refused and told me that's how they do things and if i have any concerns i should talk to lenovo. after he replaced the fans, he didn't check the laptops thermal and just left as soon as possible.
after the service i've noticed that my laptop is thermal throttling and spiking to temps in the 90s Celsius even at idle. I've raised my concerns to lenovo and they're claiming that the process was done properly, and the thermal paste that they used is legitimate and approved by lenovo for this laptop and told me to check on the website, i checked and didn't find any proof of that and they are refusing to send any proof. they also told me that the laptops thermals are normal and they should be like that. 
i haven't used the laptop since the service job because it keeps thermal throttling and i don't want it to get damaged from overheating, i tried to talk to lenovo IL but they keep dodging my concerns and now i don't know what to do, i'm an electrical engineering masters student and i'm losing valuable time by not using the laptop and wish for your guidance.
thanks.