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zyo
Fanfold Paper
Posts: 11
Registered: ‎12-15-2012
Location: Oregon
Views: 505
Message 1 of 5

International Warranty in New Zealand is a joke

My Thinkpad Yoga died in early June and I have to send it in for repair.

 

So far I have waited 2+ months and spent countless HOURS on the phone to your call center for my laptop to be repaired and returned.

 

I have been told all different sorts of stories of why there are so many delays

- Parts not available (2+ week wait for each part, first I have been told harddrive is dead, then the motherboard, for each one of these that's a separate wait)

- Recovery disc not avaialble at service center (I consider this to be the biggest joke)

- Case escalated for a brand new replacement because of unavailable parts, more wait for replacement to be approved

- Replacement approved, waiting accounts to approve (?!?!?!what the hell????)

- Waiting escalation specialist to contact me and grab my shipping details in New Zealand (apparently the escalation team has been overloaded with requests so I am told to expect a 1 week delay again for them to contact me, so far it's been more than 2 weeks)

 

I just got off the phone with a call center rep and have been told he will contact me in 1-2 hours since he has to get more information (he flatout denied that my replacement has been approved at all so I dont know what's going on there anymore)

 

Moral of the story, avoid buying a Lenovo if you want service in Australiasia region. At this stage I just want my 1k+ machine back as it's been at the service center for more than 2 months now and by the time I recieve it (if I recieve it) there is not much warranty left.

 

Former Administrator
Posts: 8,592
Registered: ‎11-19-2007
Location: US
Views: 457
Message 2 of 5

Assistance with service escalation

ZYO,

 

Wow - not a good story.

 

We'll try to arrange some help for you but will need some details to enable the escalation.   Would you send me a private message with your contact information - name, best phone to reach you, and the type and serial number of the system?   If you have any of the service case numbers handy, that will help as well.

 

Apologies for the trouble so far!

 

Best regards,

 

Mark

zyo
Fanfold Paper
Posts: 11
Registered: ‎12-15-2012
Location: Oregon
Views: 444
Message 3 of 5

Re: Assistance with service escalation

PM sent, thanks.

I hope this gets resolved and I get my replacement Yoga back ASAP, not having your laptop for almost 3 months is ridiculous and is having a serious impact on my business.

Would also be nice to see my existing warranty extended or even replaced with a new one due to the extraordinary long wait for the machine to be serviced. As things stand the laptop has been with the depot for longer than being in my possession.
Former Administrator
Posts: 8,592
Registered: ‎11-19-2007
Location: US
Views: 413
Message 4 of 5

Re: Assistance with service escalation

ZYO,

 

Thanks - received your PM and it seems things are under way.  I've replied with more details in PM and remain available if you need more help on this.

 

I appreciate your speaking up on this, and also your patience and persistence.   

 

Best regards,

 

Mark

PGET
What's DOS?
Posts: 1
Registered: ‎09-29-2014
Location: New Zealand
Views: 348
Message 5 of 5

Re: International Warranty in New Zealand is a joke

I would like to second this. I bought 3 years onsite 9x5 support with next business day response for my E540 Thinkpad. So far after logging my first issue at least 2 weeks ago, not only has there been zero pro-active response from Lenovo but they are still unable to provide a workable solution to my O/S corruption issue. Furthermore, the initial phone instructions that were given to me for reloading the O/S were completely wrong and I am facing a worse situation now than when this nightmare started. Lenovo, what exactly are we paying for when it comes to your extended onsite warranty as you've clearly in my view failed to deliver in this instance.

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