Lenovo Warranty in Canada

[canada_user]

Hi,

I am a Canadian user and want to purchase an X60s (Machine Type - 17025NU), which comes with a 3 year return to depot warranty. I travel frequently and want to know whether the warranty on the system is an international warranty. When I called Lenovo to order the system, the operator said that they were not sure whether it is an international warranty or not. However, according to several of the forum posts, the warranty is portable to different countries, though the method of service might be different. I have checked on the IWS website that the machine type is serviceable in europe and asia. So can you please confirm that the warranty is an international warranty and that there is no canada specific warranty?

Thanks.

[LukeD]

I do not have the answer, but this could help.

http://forum.lenovo.com/lnv/board/message?board.id=Special_Interest_General&thread.id=352

The warranty issues are really messed up for us Canadians. Lenovo sales reps in Canada are of no help either.

[ajkula66 Guru]

According to this page, it is covered in Canada and in bunch of other countries...

http://www-307.ibm.com/pc/support/site.wss/warrantyLookup.do?type=1702&iws=on&sitestyle=lenovo

Hope this helps.

[canada_user]

Thanks for your responses. I realize that the system is supported in asia and europe (where I will be for a while), however I am still unsure of whether they will honour the IWS if the system is bought in Canada. I assume they would, as I am sure Lenovo anticipates laptops being carried to different countries, However I would like to know for sure before I purchase the system...

[ajkula66 Guru]

IWS eligibility depends on the machine type, and NOT on the country that the machine has originally been purchased in...

[canada_user]

Thanks for clearing that up. Since the machine type has IWS where I will be traveling to, I think I will go ahead and buy it. Thanks everyone for your help.

[ThinkPadZ61t]

Even if you'll buy a machine with warranty that is covered internationaly - do not expect to get it internationaly.
At least judging from my own experience you'll get troubles in servicing your machine in China. So if you plan to travel there as well, keep that in mind. lenovo cliams to provide international warranty service, but fails to do so.

[Mark_Lenovo Administrator]

ThinkpadZ61t,

Regarding your experiences with IWS....

I understand you don't like the way it was being entitled in China.  I tried to get you some help, and last I heard the team was willing to help get you entitled, but you didn't want to talk to the IWS entitlement team.   Has the situation progressed?

We can work to improve our processes - I agree that it sounds as though there are some significant variances in the entitlement requirements from country to country.   Perhaps we should take a hard look at that and see what can be done to streamline the experience for our traveling customers. 

If you still have not gotten resolution, please let me know and I will try to get you some help again, but will ask that you be a bit flexible in working with the entitlement team.  

I respect that you may have personal convictions, and are excercising choice, but then I think it perhaps unfair for you to continue to append critical comments to ongoing IWS discussions of others.

Mark

Message Edited by Mark_Lenovo on 06-10-2008 06:20 PM

[icantux]

Interesting discussion regarding the IWS.

I offer the following as a suggestion to Lenovo that may, in the long run, prove useful in restructuring the IWS scheme altogether and streamline it thus negating any confusion by the clients.

It seems that warranties are now assigned based on machine type as opposed to place of eventual purchase. Some machine types carry a full, world-wide warranty, yet the warranty on the same type of system with a slightly different configuration would be limited to a handful of countries and sometimes not even the country of purchase!

I would propose to Mark for Lenovo to consider adopting a more streamlined approach to the warranty question, one which leaves no question or doubt regarding warranty coverage. My proposal, therefore, would be for Lenovo to adopt a regionalized default warranty coverage system, whereby a system purchased for the North American continent would be covered in North/Central America by default; a system purchased in Europe would be covered in Europe (or Europe and Middle East) by default; a system purchased in Asia would be fully covered in Asia/South East Asia, etc.

An additional option would offer a user/client to purchase a regional extension to the warranty, up to an option of world-wide coverage. Hence, as based on the above suggestion, an example of streamlined system of basic warranty coverage and the option of extending such coverage would be as follows:
For the default region:
 1) - extend the warranty from 1-year to up to 3(4)-year (EasyServ)
 2) - extend the warranty from 1-year to up to 3(4)-year (ThinkPad Protection)
Options for additional "regional coverage"
 3) - option to extend the warranty to different "regions" (North/Central America - Central/South America - Europe/Middle East - Asia/South East Asia - Africa) - in addition to 1) or 2)
 4) - option to extend the warranty for global coverage in addition to 1) or 2).

Thus as an example for someone purchasing a system in, say, Canada, the client's machine, regardless of "type", would automatically be covered in North/Central America with the base 1-year EasyServ (return to depot) coverage. The client would have an option to extend the warranty to either the multi-year EasyServ option or the Thinkpad Plus Protection plan. Additionally, should this person often travel to, say, Europe, would also then have an option to choose Europe as a regional extension of the basic region warranty. Thus in the end, the warranty on the client's machine would cover the machine in North/Central America as well as in Europe.

Of course, these are simply examples and suggestions. It would be rather difficult to unequivocally and precipitously impose such a regimen without more intricate knowledge of Lenovo's parts supply system, Lenovo's contractual/parts supply obligations with various repair depots around the world, regional availability of such parts for certain systems, etc.

Anyways, just a few thoughts spilling out taking part in the discussion...

Steve




Message Edited by icantux on 06-11-2008 11:35 AM

[LukeD]

Those are great ideas, Steve!