Does Lenovo really provide international warranty service for ThinkPad users?

[ThinkPadZ61t]

NOTE TO EDITORS FIRST: Do not move this message to other threads, let everybody see what your international warranty really means!

I was deprived of my IWS in China! I checked your terms and conditions here for IWS (http://www-307.ibm.com/pc/support/site.wss/document.do?lndocid=MIGR-58926#lkiws), I know what it says about China. But the fact still remains fact:
1. THERE IS NO TRUE INTERNATIONAL WARRANTY PROVIDED BY LENOVO. It is solely at their discretion to provide it or not.
2. THEY WILL NOT REPLACE THEIR FAULTY BATTERY even  when proved to be. Some ThinkPad's were supplied with faulty batteries, for the ones unaware check here http://www-307.ibm.com/pc/support/site.wss/MIGR-67765.html
3. THE CUSTOMER SERVICE NOR THEIR SUPERVISERS CAN GIVE QUALITY ASSISTANCE

Please read my story for details:
http://turcanu.net/blog/2008/05/15/does-lenovo-really-provide-international-warranty-service-for-thi...
And believe me I tried to be calm about all this, I just don't want to waste my time and describe situations when they could not respond to your request because they dont have internet connection, or because they don't know nothing about the issue they should know.

[Mark_Lenovo Former Administrator]

ThinkpadZ61t,

Thanks for sharing your story here and through your blog.    While we look into the matter more broadly to see what can be done to improve, I'd like to try to get you some assistance.   Could you please send me a PM with your contact information?

Thanks!

[alanz]

I come here today because I have something to voice out as I got a big suprise from lenovo customer service, and I am sorry to see this post which has totally contrary feeling with mine.

In my case, my keyboard does not work, my R60e was bought in China, while I am now living in USA, I made a call to lenovo last afternoon, around 3:00pm, the big suprise to me, this morning, 9:00am, I received a new keyboard from lenovo, which come from PA to FL. Awesome!

Keep up, lenovo,  for the great effectiveness! I hope I am not the only lucky one, while I hope lenovo provide good customer service for me and everybody in future.

[ThinkPadZ61t]

I'm glad to find out that there's somebody who is actually satisfied. And I would like to think it's not just pure luck. But it's not the experience I had here today. I'm frustrated and disapointed! I like the product very much, but with such a support from Lenovo don't think it will be my choice in future.

[JaneL]

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ThinkPadZ61t wrote:
But it's not the experience I had here today. I'm frustrated and disapointed! I like the product very much, but with such a support from Lenovo don't think it will be my choice in future.

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Did you send Mark the information he requested so that he could try to help you?

[ThinkPadZ61t]

Yes, I did. Thank you for your concern.

[alanz]

Your link to your story does not work for me, it shows "WordPress Error establishing a database connection".

[alanz]

I am interested to know how lenovo can manage the package to deliver to my hand in the next morning while made call in late afternoon. I believe that is long process. Fedex/UPS ground usually take 3 days...  Could somebody has any idea on this?

[Mark_Lenovo Former Administrator]

ThinkpadZ61,

You did email me, but I can't reply to your email, it is undeliverable.   Also, all you sent was an email address.

I need your name and your system model type and serial number in order to help you.     

Since email isn't working for us, at least in one direction, can you reply via a forum private message?  

Click the little envelope at the top of the page, or click on my ID, then in right hand column on the resulting screen, choose send user a private message.

Thanks!

Mark

UPDATE - Information received!   Thanks Thinkpad - someone should be in contact with you by early next week to help address your concerns.  Thanks again for sharing with us.

Message Edited by Mark_Lenovo on 05-16-2008 01:52 PM

[Mark_Lenovo Former Administrator]

ThinkpadZ61t,

I just got a note back form our International Warranty team in China, indicating that they have contacted you Monday morning (5/19), but that you have declined to work with them saying you are waiting on contact from Lenovo.   They have tried to follow up with you via cell.

I believe the appropriate people are trying to reach you and get you entitled as appropriate.  While I understand you may be unhappy with this group, as reflected by your prior experiences, I believe they are making a sincere effort to address your issues.

I hope you will be able to work with them.  

Mark