Warranty/Customer care/ misleading?

Ok, So after my AMD issues and botched repairs, My case was escalated and the above team saw fit to replace my machine as a good will gesture.

Firstly, said manager tried to get me to accept a 4080 replacement to my 4090 machine. Made many excuses until I cited warranty rights of equal or better than.
I then properly get offered the 4090 Gen 9 Legion Pro 7i, I am over the moon, after AMD woes I thought the move to Intel would be great. Since AMD warranty cannot be extended for no apparent reason and the Intel machines can.
I double and triple check the spec of the offered laptop. Most definitely a 4090. I have to send my machine off and wait a couple of weeks for my machine to arrive.

Finally, I get it today. Set up most of my stuff, fire up HWinfo only to see it is a 4080 machine. As you can imagine, I am pretty annoyed. Have nothing but issues with AMD, get my claim low balled before being properly offered a replacement only to get the lesser laptop anyway. So likely again I will have to return this machine before I will be able to get the one I should have been sent anyway. Leaving me again without a primary machine.

I thought I would make the most of the situation to learn a little about the Intel way of things, being a 14900HX chip undervolting and overclocking should be an option in the BIOS, apparently not. The BIOS has no such options available and neither does Vantage. So this 14900HX 4080 machine doesn't have any of the HX options. No BIOS updates for it, everything is up to date. This can be addressed which is why I am bringing it up.
Chances are I won't have this one for long as I'm going to be getting it swapped for a 4090 model. I just hope that the next one is correct and can have the advertised features used.

The service I have received has been both great and terrible as you can understand this is leaving a little of a bitter taste in my mouth. I am still looking forward to getting the correct replacement, hopefully it is... and hopefully the HX options are actually there like they are in the Gen 8 machines for 13th gen.

EDIT: I had to reflash the BIOS, reload defaults and do an EC reset for the proper options to appear. But now, it can be undervolted. Random as hell issue.

EDIT 2: So the EMEA guy screwed up the returns procedure, gave no contact and then cancelled that, and gave me a days notice to get it ready to return. Then apparently cancelled that and has not contacted me since. Now I am again roaming through the no mans land of getting Premium Care to escalate the situation again to try and get this incorrect replacement 4080 swapped for the correct 4090. This is getting beyond a joke. Premium Care nor I can actually get hold of EMEA unless its via email or escalation. So I have no idea what is going on and I've got to wait for someone to contact me to hopefully get my *** machine sorted. This is turning into a horror story you see on bloody reddit.

  • That is very disappointing. Companies should make it right when the things they sell don't work right.

  • Sorry to hear that, undervolting should be present on Lenovo Vantage, I hope they'll add it in future updates or at least on the bios.

    Is a shame since is a huge time gape to be without a

    primary machine.

    I hope they'll be able to give you the proper model......

    Thanks for sharing your experience Ragnaraz, is very useful for future purchases, specially considering the lack of further warranty by AMD side compared to Intel :/

  • Wow, what a saga. I can understand the elation at being offered a replacement machine turned to rage when you realize that they gave you a less powerful one after you argued and ensured that you'd get one of equal value... I wonder if they intentionally lowballed you or if it was a genuine mistake. Still annoying, regardless.

    Interesting that you were finally able to get the options to to undervolt and overclock show up. I don't even think it would cross my mind to reflash the BIOS, etc. but it would be so much nicer if it were just an option within Vantage. Vantage is such a good, user-friendly tool for optimizing a PC without needing to have too much technical know-how - I wish they'd make it better!

  • It seems that the BIOS was misbehaving, which is strange considering it was a brand new machine. I'm playing with the undervolting atm, the stock application of LM or the vapour chamber isn't great on this one. Had P cores hit 97c while another is at 82c. That's a wild swing.

  • I'm not sure what you mean about the AMD warranty not being extendable because I have always managed to do that with my AMD powered laptops from Lenovo (both my Legions were extended to 3 years using the discount code that comes in the box) or HP. It seems you have been dealt with really badly by Customer Support since the word go. If they still do not resolve this to your satisfaction I guess the next step is legal action if they cannot meet the terms of the warranty agreement and won't refund so you can get something from another manufacturer instead.

    Your collated issues do highlight a potential quality control issue at the facility that fabricates the 8th gen Pro laptops. For whatever reason Compal were fabricating the Slim laptops for Lenovo at least for 8th gen and I recall you saying yours came from a different fabrication facility.

  • For some reason the Legion pro 7 cannot be extended in the UK, spoke to 4 reps, all going to get back to me. None of them did and the website still blocked it out.

    Thankfully the Intel Gen 9 machine can do this. They have no more 4090 AMD machines so I was exchanged to a 4090 Gen 9 7i. Aside it came 4080. Still, it is a beautiful machine. 

    I am happy to stick with Lenovo, I would just like my 4090 machine. I intend on extending the warranty and keeping this one as long as I can.

    There appears to be supply issues with the AMD machines and awkward complexity around it too. I love the power of the 7945HX, but the battery life was abysmal to say the least.

  • in my oppinion before relesing a product on the market,after the tests, the producer knowing /having done a programed malfunction asks their best lawyer to redact the warranty declaration so that the malfunctions won't be covered by the producer.

  • It's very strange to put it mildly what's going on with the Pro 7 then. It would be handy to know if anyone else has been struggling to extend the warranty on their 2023 7 Pro AMD model too. Also the fact you got sent an engineering sample is very concerning, that should never have happened and I'm wondering if that is why you couldn't get a warranty?

  • The 4090 AMD model is no longer for sale, so that suggests either a lack of supplies to build them, or issues with the platform that has made them pull production?

    I mean it was announced at CES last year, the 13900HX was available almost immediately, yet the AMD model came to be in October/November. 

    The warranty on the 7945HX seems to be an issue in a lot of countries from what I've seen on discord. Some bullied their way after weeks of trying to get one, it was still blocked for me even after I had returned it.

    Maybe the Intel platform just has better support and supplied in general?

  • I had this Tom Tom navigator that they were asking to keep it up to date as much as possible. At a point during an update, it just blocked. I repeatedly contacted TomTom and they answered after my fourth attempt, asking for the serial and buy documents. In the end, they said that my model was not covered by assistance as it became an old model. The assistants don't care about you, they have the order to limit the unwanted costs of the brand not admitting the mistakes or malfunctions.