08-19-2016 03:59 AM - edited 08-19-2016 09:00 AM
I have a new Lenovo P50 which was purchased for me by a friend while visiting US. Since the beginning there have been problems with touchpad not working. I took the laptop to Lenovo's authorised service centre in Delhi twice, and both times was disappointed because the technician refused to look at the laptop making one excuse or the other.
During the first visit, this guy was not sure if P50 was covered under international warranty in India and wanted me to provide a proof that it was. I got in touch with Lenovo customer support and below is the email response I received.
Hi, This is in response to your request. We want to inform you that all think products come under IWS. So, your product is also under warranty and you will get services in India. Your system is having carry in warranty, so please go to service center for any services you required. Thanks Lenovo
I was astonished by this reply, because this is something I thought the technician ought to know or could have found out easily without asking me to get this information myself (and wasting my entire day).
I went to the service centre the second time with this email, and this time he drops another set of requirements on me. He wanted the original invoice for the laptop along with a copy of passport of the person whose name is on the invoice, without which he will not even look at the laptop.
This laptop was purchased from Amazon US and I had the soft copy of the invoice with me (which I understand is considered as original invoice for all purposes) but the lenovo guy refused to accept it. Incidentally, he had checked the soft copy of the invoice during my first visit, but made no mention of original that time.
It is a three hour commute from my house to the service centre so I have wasted two full days on this, and I don’t even know about the problem with my laptop.
Can someone from Lenovo support confirm that the above documents are indeed required to claim warranty and a soft copy from Amazon is not accepted as a valid proof of purchase? I had not taken the hard copy of the invoice from my friend as I thought the soft copy will be sufficient. If I am unable to retrieve the hard copy now, would that mean that I cannot claim the warranty now?
08-22-2016 12:21 AM
Hello Akuthiala, welcome to the community,
products and services offered may vary from country to country and in some countries a proof of purchase may be required. The following links explain Lenovo Warranty Polices and Service Agreements, please ensure you select those for your location and manufacture date;
On the following IWS site you can look up the international warranty entitlement for your system in different countries, you will be required to enter your system model (P50) and the type number (e.g. 20EN). You will then be able to select the country you are currently located in which in turn will present you with contact phone number(s) in order for you to contact service and submit a service request; they will inform you of any requirements and be able to open a service case for you when all requirements have been met.
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08-22-2016 09:00 AM - edited 08-22-2016 09:08 AM
Thanks for your reply and the links you provided. I will raise a service request to recomfirm the documents required.