Lenovo refuses to repair laptop under warranty

[uks4z]

I am posting this as a longtime Lenovo (and before that, IBM) user. As a background, I manage a physician support services company that helps physician's offices with their IT requirements. We always recommended IBM/Lenovo laptops because of their reliablity, features, and performance, and I can't even count the number of laptops we have purchased in the past. Just right now, we are using 7 Lenovo laptops, mostly T61 and newer. Historically, sending the laptops in for repair after the inevitable failures have always been a pleasant experience and one that only strengthened our recommendations and faith in the brand.  I am therefore saddened and shocked to report that this is no longer the case.

I sent in an old T61p that was purchased with a 4 year warranty. The right sided LCD screen had popped out of its hinge after being lose for a while, the WiFi was failing intermittently, it had overheating issues, a key was stuck, etc. In other words, the usual things that happen to Lenovo laptops after a certain time. I have sent in laptops with almost the exact same list before, but this time, I got a call saying that it would be $350 to have the plastics replaced because that was considered "damage." Apparently the palmrest, LCD bezel, and LCD frame needed to be replaced. I told him that the laptop wasn't damaged by any event, it just happens with these laptops. No dice. Somehow, wear and tear has now morphed into "damage" only covered by "damage" protection. I asked to speak to a supervisor and he said all he could do was request pictures and the supervisor would need pictures anyways. So I said fine. A couple of days later, on Thursday, I receive pictures in email. Pictures that show nothing other than the broken hinge. Nothing on Friday. On Monday (today), I respond to the pictures email asking for a supervisor to call me. After waiting most of the day, I decide to call and find out what happened. I call 1-800-426-7378, give my case number, and am transferred to the billing department. I explain the situation, no go, ask to speak to a supervisor, told that that person is the supervisor. She told me once again that this is damage to plastics (nevermind the fact that the hinge is metal) and is not covered. I explain that I've had this exact same problem on other laptops that was fixed just fine, but she said no, if you read your warranty, this is not covered.

I made the mistake of expecting that an age old brand whose name was built on its service would not compromise on its foundation. We may not be a big million dollar customer, but we are loyal customers. Maybe things change, but to not budge at all and take our history into account shows how little we are worth to Lenovo. This has left me with a bitter taste in my mouth. It's possible we will be back to Lenovo because we can't find a better laptop, but I can guarantee that that will not happen until a few years at the earliest after we've tried out other brands. I've asked for the "day" floor person to call me even though I have little hope that the issue will be resolved. Hopefully someone else will see this post and avoid bashing their heads with Lenovo's immutable support personnel and perhaps find a more accomodating manufacturer (please let me know if you do!).

[mushtis]

 similar kind of situation sometimes loyalty is also pain

“Sometimes when you innovate, you make mistakes. It is best to admit them quickly, and get on with improving your other innovations.”

[mansi5]

Oh, you have no idea. The amount of time I have spent dealing with their customer service is indescribable. I have sworn never to buy a Lenovo laptop every again.

[mushtis]

I think have to send in all our pledges to someone in higher position in lenovo

[Mark_Lenovo Former Administrator]

uks4z,

Can you share your case number by PM?   Will look into this and see what we can do to help.

Thanks

[dalasas79]

hello Mark,

just wanted to ask why my personal messages sent for you are ignored? Or do only special persons can hope to get a reply?

I have issues with t61p too..

[erik SuperMod]

dalasas79 - welcome to the forum!

mark is inundated with requests on a daily basis.   what is your issue?   perhaps starting a new thread about your T61p would be of benefit so that others can possibly try to help.

[uks4z]

I have PM'd Mark, so hopefully he'll get a chance to get back to me. I paid the $350 (for "plastics"). I received my laptop back today and the replacement screen is now worse than the original with a yellow tint extending from the bottom of the screen to about halfway up the screen. It doesn't go away. I'll call Lenovo tomorrow. Of course now my warranty's expired, which shouldn't matter since this new problem is because of what they did to it while it was under warranty, but we'll see...

[bluesky1982]

Hi uks4z,

I had a similar problem, i bought a refurbished y470 and when i received it, the screen had red dots, so i gave them a call with the hope that they will repair it for me. However, they said that is not covered under warranty because it is considered a "damage" ? How can that be ? I just receive a laptop from them and i don't even use it yet. I just turn it on and find out the bad screen. They refuse to honor their warranty for their product even it just opens. I like lenovo product, especially their laptop, and honestly i really want to keep laptop. How can lenovo treat their customer so bad ? I am so disappointed.

[ColonelONeill]

I think you may have a service warranty for a month or something after the warranty service. Not sure.

@bluesky1982,
Did you order the refurbished Y470 from the Lenovo Outlet store?