warranty issue

[moni]

I am at my wits end with this problem as I have spent hours on the phone trying to correct this:

I purchased a Thinkpad R61i which I love from Circuit City on October 20th, 2007. I registered the product shortly after my purchase and when I tried on Aug. 1st 2008 to purchase an extended warranty I was told my computer was registered  to someone else and the warranty had expired on July 26th 2008. How can this be? I was told to contact entitlement and they said to put in a service call with a warranty dispute and transferred me to yet another department. I have spoken to nearly everyone who works for Lenovo and have gotten a different answer from each of them. HELP ME PLEASE! I just want to give Lenovo more  money for an extended warranty on a computer that there is nothing wrong with just in case something bad ever happens.

[Mark_Lenovo Administrator]

Moni,

Apologies that this has been frustrating.   Can you send me a private message with your contact information, and the model and serial number of the system?

I'll see what can be done.

PS - Welcome to the Lenovo forum!

Mark

[Gibson]

We have the same problem.... It is such a waste of time to call them.  They are useless, they don't stand by their product or warranty.  We purchased ours on July of '07 they tell us when we call that our warranty has expired.  We tell them it hasn't so they make us fax in the bill of sale which we do, then they just continue to tell us its another department that is the problem.  The funny thing is, is they acutally have a page on the website on the battery problem that we are having. All the numbers match and they still just play games with us. Say its out of our hands and someone is suppose to call us.. never hear from them. Good luck with your problem...I hope you get somewhere.

[wjli2]

If your laptop wasn't purchased from Lenovo.com and was instead purchased from a store, then the warranty actually starts from the day the laptop ships to the store. The only way to reset the warranty from your purchase date, is to fax your copy of the invoice with the date of purchase showing. In addition the Thinkpad warranty follows the Laptop and not the owner, you claim your warranty using the serial number on the bottom of the laptop regardless of the owner. 

[Gibson]

Actually we already did that. Last October the first time we had Hardware prolblems(Different ones) we faxed in the bill of sale and they said we were all set.  This time they say it shows the calls in october but they didn't fallow up with it and finish filling in the forms, then apparently they dropped it when they moved to the states. So now we are stuck with a hunk of crap I guess.

[wjli2]

No, just refax it and ask them to recify their mistake, if that don't work ask the case to be elevated and so someone higher up can help you.

Having an effective warranty is as important as having a functional laptop, you are buying the whole package. Obviously, there has been a mistake made on Lenovo's part for some reason, and inconvenience is caused upon you. But still you should still pursue your warranty issue and get your laptop fixed, the last thing Lenovo want is unhappy customer.

There maybe a chance that someone from Lenovo may catch up on your issue on this forum, but it is not guaranteed.

[wjli2]

Maybe you should give Mark_Lenovo a private message, in addition you should start your own post.

[moni]

I posted this nearly a week ago and thought the situation had been corrected but apparently not:

Mark can you please take care of this? I still cannot upgrade my warranty.

I am at my wits end with this problem as I have spent hours on the phone trying to correct this:

I purchased a Thinkpad R61i which I love from Circuit City on October 20th, 2007. I registered the product shortly after my purchase and when I tried on Aug. 1st 2008 to purchase an extended warranty I was told my computer was registered to someone else and the warranty had expired on July 26th 2008. How can this be? I was told to contact entitlement and they said to put in a service call with a warranty dispute and transferred me to yet another department. I have spoken to nearly everyone who works for Lenovo and have gotten a different answer from each of them. HELP ME PLEASE! I just want to give Lenovo more money for an extended warranty on a computer that there is nothing wrong with just in case something bad ever happens.

[moni · Accepted solution]

Mark,

You are awsome. Thanks for fixing this for me. Now I can buy my extended warranty.

Moni