10-02-2008 06:20 PM
You may have already followed these steps, but for other viewers benefit, let me talk through them a bit....
1) If you have received a new system / purchase and have trouble, you should call support first. Try to work with support to resolve the issue if possible. Obviously, if the system is damaged in shipping and has a huge crack in it, we aren't going to fix that over the phone, but if there is a blue screen, black screen, or other feature / function issue, we all benefit by trying to fix it over the phone.
Ask for your call case number and make note of it.
2) If repair service is required, please consider that as an option. There are many possibilities here - in some cases, service may be able to simply send a customer replaceable part - a new DVD drive, a mouse, keyboard, a replacement dock station.
In these cases, service will get you up and running faster than returning and re-ordering a replacement through sales.
3) If the diagnosis requires you to send in your system for service, please consider that as an option. It may also be possible to request a one time onsite exception depending upon your circumstances. Lenovo reserves the right to offer upgraded measures to resolve a situation, but these are not automatic entitlements. In most cases a depot or onsite repair will be a faster remedy than return for replacement of your system.
Again, take note of your case numbers for reference when speaking with service.
4) If, the issue cannot be resolved on the phone, and cannot reasonably be resolved by Lenovo sending you a simple part, and you do not wish to have a new product serviced, then contact sales and explain that you have a DOA scenario, and provide them with the service case numbers to validate the situation and steps you have reasonably undertaken to resolve.
If you feel you have reached an impass, you may escalate your situation through either sales or support, but these steps outlined above should first be undertaken as pre-requisites
MarkMessage Edited by Mark_Lenovo on 10-01-2008 01:28 PM