problem with my warranty [ Edited ]

[hatbrox]

Hello there,

I have a serious problem with Lenovo.

I bought a T500 last spring. I asked the sales rep if T series still have international warranty (I had a T42 and X41 before and both were covered in most countries around the globe) and as expected, the T series was still covered internationally.

so business as usual.

I decided to buy the 3 years, onsite, international warranty.

Last May I accepted a job in the Netherlands and we moved there in July.

my laptop had a problem I called Lenovo Netherlands and they told me that they can't service it because it was not under warranty.

I contacted back Lenovo USA to find out what was wrong.

I spend a lot of time on the phone and finally they made me go on this page:

International warranty lookup:
http://www-307.ibm.com/pc/support/site.wss/document.do?lndocid=LOOK-IWS#sw

I put my machine type (2081) and I can't see any European countries.

I was furious to see that Lenovo USA has warranty on the T500 in places like TURKS & CAICOS or Aruba and not in Europe. with my T42 and X41, international warranty meant most of the countries in the world, not just a couple of islands and developping countries.

I then went to Lenovo UK website and I selected the very same T500 . the order also says I have selected a 2081 type. So in theory, UK customers who buy a T500 in the UK have no warranty at all in their own country. And I'm sure our British friends have a warranty on their T500.

So there is obviously something wrong with Lenovo.

I tried to explain it on the phone, but nobody listen, they endlessly pass me through another department and finally hang on me. Nice customer support guys. I love the new Chinese owners. They sure know how to treat customers. IBM, come back!!!!

I don't know what to do now. I'm really upset at Lenovo because they refuse to address my problem.

they hardly recognize there is is a problem with the UK laptops but they say, at the of the day, it wouldn't apply to me.

Is there anyone here who can give me a name, an email a phone number I can contact?

many thanks.

Message Edited by hatbrox on 08-11-2009 12:36 PM

[lead_org Microsoft MVP Contributor]

As always, IWS warranty is available according to the model number. This is no different to the model that IBM had used before. Also, when IBM sold its personal computer business to Lenovo most of the staffs are also employeed by Lenovo to do the same job. In fact, most of the Thinkpad designers are still working at Lenovo since the first Thinkpad was created. 

[hatbrox]

with my X41, all countries were included, not a subset.

And it still doesn't explain why the 2041 is sold in the UK,while the warranty look-up says this model has no warranty in the UK.

So I still believe there is a problem. but Lenovo wouldn't listen.

don't know if the people are still the same today, but I still feel a change of attitude. Before they would call be back to follow up with a problem, today they hang on me.

Message Edited by hatbrox on 08-11-2009 12:35 PM

Message Edited by hatbrox on 08-11-2009 12:36 PM

[lead_org Microsoft MVP Contributor]

you just bought one X41 model, there are at least 10 different models for different areas with different warranty coverage. So you can't just extrapolate this to mean that all X41 or Thinkpad model to have all the same IWS coverage.

If the model 2041 you bought from Lenovo UK is not covered under warranty in UK, this is a different matter and Lenovo under its duty of care should rectify it. 

Lenovo warranty department is mostly outsourced to run by IBM worldwide service, Lenovo themselves don't offer direct warranty support per se.   

[Cleo_Lenovo Administrator]

Hi hatbrox,

I'm sorry for the trouble you are facing. You could be right. But before we jump into conclusion, do you mind to PM me your MTM, e.g. 6677 ACU, as well as your serial number? I'll check with the international warranty team.

Thank you!

Regards,

Cleo

[hatbrox · Accepted solution]

All,

Great Great news. I took the matters with Lenovo UK yesterday (my experience with the English has always been excellent) and here is the latest email I got from them:

Hello Matthieu

I can confirm that the machine type 2081 that we sell on the webshop (T500 - discreet graphics) has international warranty (we escalated this and list is now updated). Check this link to confirm:

http://www-307.ibm.com/pc/support/site.wss/warrantyLookup.do?type=2081&iws=on&sitestyle=lenovo

As a small token for the inconvenience with the missing warranty information up until today, please accept this 5% voucher - simply add it to your cart when you check out: y3W5FvNq5j8A

Best regards,
xxxxxx xxxxxxx

Product Portfolio Manager 

I'm not sure if the extra vouncher would apply for orders outside the UK, but it's a very nice touch anyway.

Thumbs up to Lenovo UK who have sorted this problem in less than 24 hours with immediate and regular feedback. You guys rock, I love you!!!

Message Edited by hatbrox on 08-12-2009 02:23 PM

[Cleo_Lenovo Administrator]

Hi,

Yeah the IWS page is updated after informing a colleague of mine who incharge of that. HOpefuly you can get it fixed very soon!

Regards,

Cleo