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6 Posts

01-28-2014

New Zealand

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Painfully slow warranty repair at depot - T440s

2014-01-28, 21:54 PM

Hi all,

 

I'm not sure if this is the right place to deal with this but I made an account to post it anyway.

 

My T440s machine has been at the warranty repair depot for nearly a month now with no update on the machine. The problems initially were a trackpad that did not work on the left hand side when physically depressed/clicked and a loose screen bezel on the right hand side of the screen.

 

Whenever I call the Lenovo Warranty call center I get told the same information, and this has been happening for the last month-ish. I get told the part is on backorder. I get no reference to what part they are talking about, an ETA on the 'part' or when I could possibly expect to receive my machine. I can understand if a part is on backorder, but from what I referred to when I created the service request the part should be something as simple as a new trackpad or screen bezel, something I imagine there is a plethora of in the Lenovo factories. There has been no progress update for nearly a month now and the frustration is starting build. Surely a solitary part or two could be located in a month? If not, this is probably wishful thinking but it would most likely be faster just to send a new machine.

 

Couple that frustration with the fact that everytime I contact the call center I get told that my request has been escalated to the "highest possible level" and that I would be contacted within the next business day about the progress of my machine by the "parts department" (or equivalent). Sadly not one time have I been contacted with the promised news - even after checking with the representative that my contact details are in fact correct.

 

Who knows, this timeframe may be normal. However I urgently require a laptop/computer to assist my studies at university and I cannot accept this timeframe when I was expecting 1-2 weeks max. 

 

If others have any or advice or if anyone at Lenovo would be able to assist me, it would be greatly appreciated.

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192 Posts

07-31-2013

US

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Re: Painfully slow warranty repair at depot - T440s

2014-01-28, 23:01 PM

Welcome to the boat.  I ordered my T440s 61 days ago, had it in my possession for 1 day, and it has been sitting in the repair depot for 24 days waiting for a part.  I have a bad feeling the T450s will be out by the time I get mine back!  The repair depot can't tell me what part they are waiting for, any kind of lead time to get it back, nothing, nada, zip.



Wow.  No wonder why they move and hide these posts in the General Section.  Look at the quantity of all these horror stories.

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6 Posts

01-28-2014

New Zealand

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Re: Painfully slow warranty repair at depot - T440s

2014-01-28, 23:30 PM
I'm basically in the same position as you. I ordered mine on the 29th of November - over 2 months ago! I had it in my possession for 2 days before parting with it.

I'm wow-ing like you, it's a real shame that it will probably just be ignored here.
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7638 Posts

11-24-2007

USA

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Re: Painfully slow warranty repair at depot - T440s

2014-01-29, 4:35 AM

wrote:

Welcome to the boat.  I ordered my T440s 61 days ago, had it in my possession for 1 day, and it has been sitting in the repair depot for 24 days waiting for a part. 

 


:

 

After 7 business days (I think) you have the right to escalate the case to a Supervisor, at least here in the U.S. That would be my next step.

 

:

 

Unfortunately I'm not familiar with the procedures in New Zealand.

 

Good luck to both of you.

Cheers,

George




In daily use: R60F, R500F, T61, T410

Collecting dust: T60

Enjoying retirement: A31p, T42p,

Non-ThinkPads: Panasonic CF-31 & CF-52, HP 8760W




Starting Thursday, 08/14/2014 I'll be away from the forums until further notice. Please do NOT send private messages since I won't be able to read them. Thank you.
.
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192 Posts

07-31-2013

US

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Re: Painfully slow warranty repair at depot - T440s

2014-01-31, 19:21 PM

So I got my laptop back today and they replaced the LG screen with an equally bad LG screen instead of the AUO one I requested.  I sent the laptop back for a refund and would suggest that you do the same.  The amount of issues with T440s are absolutely incredible for such an expensive laptop.

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6 Posts

01-28-2014

New Zealand

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Re: Painfully slow warranty repair at depot - T440s

2014-02-05, 1:54 AM

That's pretty terrible. I'm going to have to return it at this rate, the repair did not fix my trackpad issue as it still has the same fault. They also did not address the issue of a loose screen bezel. The Lenovo call center has also been extremely unhelpful, avoiding my my issues and failing to contact me back when promised they would. I am also leaving for university later this week and when I purchased the laptop back in November I did not expect problems to plague me all the way through to February. Extremely unhappy with my purchase!

 

 

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192 Posts

07-31-2013

US

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Re: Painfully slow warranty repair at depot - T440s

2014-02-05, 2:26 AM
After dumping the laptop and Lenovo, it is like a giant weight has been lifted from my sholders. Reading posts on the various forums, I see it spending more time in the repair depot rather than in my hands.
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6 Posts

01-28-2014

New Zealand

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Re: Painfully slow warranty repair at depot - T440s

2014-02-05, 4:30 AM

If you don't mind me asking, was there much difficulty in getting a full refund?

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6 Posts

01-28-2014

New Zealand

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  • Message 9 of 11

Re: Painfully slow warranty repair at depot - T440s

2014-02-05, 5:32 AM

Okay, apparently they cannot provide a full refund because it is out of the 15 day refund window. In reality I have only physically had the machine on me 8 days due to the ridiculously long warranty repair that miserably failed.

 

I was told by technical support to call customer service, they in turn told me to call technical support - the whole system is absolute shambles. 

 

I was then put onto 'Lencare' or whatever by the customer service rep which is in fact located in Australia, the catch is I'm located in New Zealand so I'm not really too sure what's going on there.


Is a Lenovo rep on these forums able to assist me with a refund/replacement machine?

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192 Posts

07-31-2013

US

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Re: Painfully slow warranty repair at depot - T440s

2014-02-05, 11:51 AM

I mentioned that I only had the laptop for 1/2 of a day in the past 60 days, among other things, and after the customer service rep contacted a supervisor they promised that they would waive the return time frame and give me a full refund.  I then received an email that verified that.  Now I don't have the cash in my credit card account yet because the email said it would take up to 7 days, which is nexte week, so I guess I will believe it when I see it.

 

I see where a lot of people are buying parts form ebay and fixing their laptops themselves and completely bypassing the warranty that they paid for.  That is completely insane.  I have been purchasing computers for home and work for the past 30 years and I have never come across anything this bad.

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192 Posts

07-31-2013

US

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  • Message 11 of 11

Re: Painfully slow warranty repair at depot - T440s

2014-02-13, 23:26 PM
Did you ever get your refund? Mine was credited a couple days ago. Best decision I ever made. People are dumping the T440s in droves. People are also having many problems with the T440p, T540, etc. I see even the corporate buyers are really pissed off.
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