in ThinkPad: X Series Tablet and Helix Laptops https://forums.lenovo.com/t5/ThinkPad-X-Series-Tablet-and-Helix-Laptops/Lenovo-is-not-honoring-Helix-on-site-warranty/m-p/1134717 ThinkPad: X Series Tablet and Helix Laptops topics Wed, 29 May 2013 15:05:11 +0000 tp03_en <![CDATA[ ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1134717 I was dumb enough to purchase the Helix after all of the problems I had with the TP2. I really hoped that Lenovo would get it right with the Helix. The product is excellent, except for a few design miscues but I have been happy with it for the first two weeks. I always purchase the 3yr Next Busin ]]> Wed, 29 May 2013 15:05:11 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1134717 mjkunz <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135027 I've owned only two ThinkPads, and for both the on-site service has been a life saver. I'm still hoping that there's some kind of corporate miscommunication going on, but if this is really the official stance (no on-site warranty for the Helix), I will be taking a long hard look at t ]]> Wed, 29 May 2013 20:34:13 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135027 joesixgig <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135029 in light of all the problems I am seeing with this unit, I am not surprised by this.  Are you really surprised? 

 

late production, design issues and now support issues.  This product is a model for how to not run a business.

 

I am sure glad that I held off on my purchase ]]> Wed, 29 May 2013 20:41:36 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135029 stso9daa <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135035 Wed, 29 May 2013 20:45:48 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135035 gophynna <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135043


wrote:
I hope this is not true. Lenovo needs to step up and correct this issue. They need to stop alienating their customers.

I don't think anyone working for Lenovo actually looks at this forum.

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Wed, 29 May 2013 21:00:34 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135043 del_psi
<![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135045 This seems wrong.  

 

I just purchased this with top of the line 4 year onsite warranty... which is $549 rather than the $189 for the 4 year Depot coverage.

 

If your experience is correct, it's tantamount to fraud, and i don't think Lenovo does business that way... do the ]]> Wed, 29 May 2013 21:00:47 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135045 TJoeC <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135047


wrote:

This seems wrong.  

 

I just purchased this with top of the line 4 year onsite warranty... which is $549 rather than the $189 for the 4 year Depot coverage.

 

If your experience is correct, it's ]]> Wed, 29 May 2013 21:02:22 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135047 del_psi <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135083


del_psi wrote:   I don't think anyone working for Lenovo actually looks at this forum.

They actually do.  

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Wed, 29 May 2013 21:39:41 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135083 joesixgig
<![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135239
wrote:

del_psi wrote:   I don't think anyone working for Lenovo actually looks at this forum.

They .  


Thu, 30 May 2013 00:24:22 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135239 del_psi
<![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135295 Yes. I paid for the 3 yr on-site next business day warranty with the ADP and priority technical support. I have confirmed with three different managers in different departments that the Helix will only be depot serviceable. The sales department is still claiming that it should be able to have the ]]> Thu, 30 May 2013 02:45:11 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135295 mjkunz <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135325 Super upsetting. Just go a little easy on the claims of fraud (honestly I'm pretty sure overcharging people for non-existent warranty service is NOT their evil 'get rich quick' scheme) because that kind of thing gets threads closed etc.

 

If they promised on-site repair they are obvio ]]> Thu, 30 May 2013 03:30:18 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135325 joesixgig <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135833 It isn't fraud, but may be breach of contract.

 

I say "may" because the terms and conditions that came with my extended warranty state: "Some repairs may need to be completed at a service center. If so, the service provider will send the product to the service center a ]]> Thu, 30 May 2013 15:34:23 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135833 mdovey <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1135859 "...took my money for a warranty that is not compatible with the Helix" is a curious phrase.  

 

So is it some generic warranty, or the wrong  Thinkpad warranty or the one specifically for the Helix (which btw: still on the Lenovo sales website)?  If you bought ]]> Thu, 30 May 2013 15:51:45 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1135859 TJoeC <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1136151


wrote:

"...took my money for a warranty that is not compatible with the Helix" is a curious phrase.  

 

So is it some generic warranty, or the wrong  Thinkpad warranty or the one specifically for the H ]]> Thu, 30 May 2013 21:25:03 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1136151 del_psi <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1136183 All good points. I was actually told by a Lenovo representative today that "fraud" is the correct word for selling a warranty they won't honor. Realistically, they just weren't thinking about it and had not anticipated needing to change the warranty description as it pertained to the He ]]> Thu, 30 May 2013 21:45:11 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1136183 mjkunz <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1136209 Right,

 

So for onsite repairs the keyboard is regarded as a seperate peripheral to the Helix so isn;t covered, but for depot repairs the keyboard is regarded as an integral part of the Helix!

 

I think Lenovo should allocate an SKU for the keyboard, not only to resolve th ]]> Thu, 30 May 2013 22:13:56 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1136209 mdovey <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1136215


wrote:

Right,

 

So for onsite repairs the keyboard is regarded as a seperate peripheral to the Helix so isn;t covered, but for depot repairs the keyboard is regarded as an integral part of the Helix!

 

I thi ]]> Thu, 30 May 2013 22:25:23 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1136215 del_psi <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1136221 Making lots of money, does not mean you don't make mistakes.

 

So far Lenovo 

 

i) have support engineers saying they'v never heard of the Helix

ii) yesterday said they would not honour the on site warranty they were selling for the Helix at all (tantamount to breach ]]> Thu, 30 May 2013 22:35:19 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1136221 mdovey <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1136241


wrote:

Making lots of money, does not mean you don't make mistakes.

 

So far Lenovo 

 

i) have support engineers saying they'v never heard of the Helix

ii) yesterday said they would not honour the ]]> Thu, 30 May 2013 23:06:36 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1136241 del_psi <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1136269


wrote:

wrote:

Making lots of money, does not mean you don't make mistakes.

 

So far Lenovo 

 

i) have support engineers saying they'v never heard ]]> Thu, 30 May 2013 23:39:37 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1136269 rzp2003 <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1136281


wrote:

wrote:

wrote:

Making lots of money, does not mean you don't make mistakes.

 

So far Lenovo 

&n ]]> Thu, 30 May 2013 23:57:30 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1136281 del_psi <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1136311 well, hope you enjoy your Fujitsu. And, if  you don't mind, I will continue to enjoy my thinkpads.

]]> Fri, 31 May 2013 01:01:19 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1136311 rzp2003 <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1136387 Moderator comment: This thread is beginning to veer off of the OP's original topic, and is getting a bit personal. Let's please stay on topic and respectful. Thanks.

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Fri, 31 May 2013 02:26:26 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1136387 NateS
<![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1136469 Mjkunz:  Great result for you... Hopefully this is all just launch confusion in a new product with a unique profile.

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Fri, 31 May 2013 04:44:31 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1136469 TJoeC
<![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1139129 As of June 3 you can still order the next-day on-site warranty. I'm surprised hey would leave that on there given the possible backlash.

 

 

1) Depot support standard

2) You CAN upgrade to o ]]> Wed, 05 Jun 2013 21:52:05 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1141963 Mark_Lenovo <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1142027 That's great news! All the more reason to have a close look at the online ordering system, because in that case the current wording is misleading in the opposite direction:  the NBD on-site service is listed as being for 'Tablet', which would now seem to be an unnecessary restriction. 

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Wed, 05 Jun 2013 23:37:15 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1142027 joesixgig
<![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1143417 As someone who is waiting out some of the earlier adopter kinks, but really hoping to get a helix, I am watching this thread quite carefully.

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Fri, 07 Jun 2013 14:32:13 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1143417 andyasb
<![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1143433 Well.  The new replacement Helix is even worse than my defective one.  The right side of the tablet does not lock on the post of the dock connector. I can actually lightly pull on the top right corner of the tablet when docked and move it upand down.  I have tested this with four other units and ]]> Fri, 07 Jun 2013 14:47:56 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1143433 mjkunz <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1143465 I will definitely be waiting on the next release or maybe the Surface Pro will have LTE by then.  This is just the tip of the iceberg to me.  All of the other issues with Helix have killed my hope that this would be my answer to needing true mobility in a windows OS.

 

No way, no how ]]> Fri, 07 Jun 2013 16:05:47 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1143465 stso9daa <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1143473 I would not classify the Helix as true mobility as it weighs 4lbs. plus the big charging brick. The Surface pro is under 2 lbs. That is mobility, but you give up a decent keyboard and trackpad. The display is better on the Surface Pro and the inking is much better in my opinion. The Helix concept ]]> Fri, 07 Jun 2013 16:17:38 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1143473 mjkunz <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1143499 I was reading this week where MS has some promising updates for the Surface Pro. I am hoping they include the items you mention.

 

I could live with the 4lbs, but I can't accept the issues being reported...

 

Thanks for the reviews - it really helps!

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Fri, 07 Jun 2013 16:59:24 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1143499 stso9daa
<![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1143649
wrote:

I would not classify the Helix as true mobility as it weighs 4lbs. plus the big charging brick. The Surface pro is under 2 lbs. That is mobility, but you give up a decent keyboard and trackpad. The display is better on the Surface Pro ]]> Fri, 07 Jun 2013 20:31:58 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1143649 rzp2003 <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1143743


wrote:

 

so you are comparing the helix including the keyboard with the pro tablet alone?

 

Let me see, the 11.6" helix tablet is 1.75 lb where the 10" ms pro tablet is 1.9 LB.

 

 < ]]> Fri, 07 Jun 2013 22:46:16 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1143743 joesixgig <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1171471 Well, I put in a warranty call earlier this week due to a noisy fan, and today an engineer turned up onsite and replaced the fan, so there are no problems with the on site warranty here in the UK

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Fri, 05 Jul 2013 13:38:59 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1171471 mdovey
<![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1171507 Fri, 05 Jul 2013 13:58:52 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1171507 mjkunz <![CDATA[ Re: Lenovo is not honoring Helix on-site warranty! ]]> https://forums.lenovo.com/topic/findpost/1302/1134717/1173603 I received excellent support in Canada, came out and replaced faulty camera in my Helix.

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Mon, 08 Jul 2013 02:25:31 +0000 https://forums.lenovo.com/topic/findpost/1302/1134717/1173603 djenkins6