11-20-2009 04:37 PM - last edited on 11-20-2009 06:47 PM by JaneL
Here is the update - we will be sending this to all our affected customers via email later this evening.
For clarification, this situation only affected a range of US customer shipments during Oct. The situation in manufacturing has been corrected earlier this week, however the affected units were already shipped.
Dear Valued Customer
Recently we identified a number of Y550 systems, type 4186CTO which were ordered with Windows 7, but actually shipped with Windows Vista through manufacturing error. We have corrected the situation in manufacturing and are now building with the correct Windows 7 image. Our records indicate that you have received one of these affected systems with the Vista preload. We apologize for any inconvenience this has caused.
We have two solutions available to provide you with the intended Windows 7 image:
1) We are developing a special recovery DVD that will install the full Windows 7 enhanced experience along with the One Key Recovery (OKR) functionality that allows the system to be recovered to the factory state. This media will be shipped to all affected customers within four weeks.
In addition, we have a supplemental solution for customers seeking immediate resolution:
2) We have established a special re-imaging process and are sending prepaid shipping boxes to our affected customers beginning November 21st. We expect all boxes to be shipped by Nov 25th. The packages include all appropriate labels and instructions. Customers will use this package to send their system to our re-imaging facility where it will be reloaded with the appropriate Windows 7 version originally ordered and any pre-installed Lenovo software.
Full instructions for this process and contact information is enclosed in the packaging. Turn around time is targeted for 5 working days from the time the system is sent in. Note: Any user installed software will be lost in this process and will need to be backed up prior to sending in the system.
Again, we apologize for this Lenovo error, and appreciate your concern and frustrations. Our customers are important to us, and as a measure of goodwill and confidence in the quality of these systems, we are extending the warranty by an additional year beyond the warranty term originally purchased up to a total of three (3) years. We also understand that some customers may elect to return their systems and we will expedite these requests and waive all restocking fees.
For inquiries, please contact us at 1-877-453-6686
11-20-2009 04:46 PM
Let me be the first to say THANK YOU MARK. This is the first good news I've heard about this. While I don't see it as a completely painless solution, I think Lenovo is finally starting to do what they can about this. I do, however, see that 5-day turn around as being pretty optimistic on Lenovo's part, but its a good effort on their part.
I, for one, would rather wait for the disk and accept the extended warranty. I can't be without this laptop any longer than I already have been during the 3-week wait for it to arrive. I'll cross my fingers that maybe that 4-week wait will end up being a bit less.
11-20-2009 04:54 PM
Mark, thanks for the update! As someone in product development I know how things get screwed up, and props to you for standing up in here and taking the heat.
As a follow-up, does this apply to any units shipped in November, or units that have yet to be shipped? I placed an order on Nov 14th, with a scheduled ship date of Nov 24 (current status is still in process). Any chance that this slipped through and will show up with Vista?
11-20-2009 05:17 PM
Thank You Mark
Your efforts to keep us informed have been greatly appreciated. I am still not satisfied with the situation but I am happy to know that it appears there may be a resolution to the issue. I too will wait for the installation disk to arrive. I currently have an RMA number but will call and cancel.
One question that was raised was the Bios version needing to be upgraded. Can you shed some more light on if the Bios do need to be upgraded?
11-20-2009 06:13 PM
I have to leave the country soon could you (Lenovo team) upload the DVD image on a Secured Lenovo website for us to download. Because the 4 weeks wait time doesn't work for me.