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manman123
Paper Tape
Posts: 6
Registered: ‎04-04-2018
Location: US
Views: 344
Message 1 of 5

Warranty Repair

Hello,

 

Has anyone sent in their laptop for repair recently? How was your service?

 

I sent my Yoga-720 which should have taken 9 business days unless parts are out of stock. The last update I have is:

 

7/3/2018, 9:12:30 AM   Your machine arrived at the Lenovo Service Center on 2018-07-03

 

I have had some communication and they said that they switched repair facilities. This was escalated to a case manager who I was hoping to hear from yesterday. I was just checking if anyone had any recent experience with warranty repair because I am desperately trying to get my laptop (or a working laptop) back 

 

Thanks

 

Sr Support Specialist
Posts: 9,529
Registered: ‎11-30-2015
Location: PH
Views: 320
Message 2 of 5

Re: Warranty Repair

Hi manman123,

 

Greetings. 

 

 

There are some models that may have been affected by the change in the repair facility to Memphis TN. Such change could have caused delays in repair but I see that case management team is doing their best to alleviate the current situation.

 

If there would be any chance that the call was missed, then do try to check your email else to callback technical support for the case update.

 

Sorry to know that your repair was affected but you may send me the case number privately if needed.

 

Regards



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manman123
Paper Tape
Posts: 6
Registered: ‎04-04-2018
Location: US
Views: 270
Message 3 of 5

Re: Warranty Repair

I still can't get a response from Greg or anyone about the status of my laptop. It has been over 6 weeks. The communication is really poor. The last update I have is that my laptop was received 7/3, and no updates since. Will I even get my laptop back? Can I please request a different laptop if this won't be fixed soon?

Sr Support Specialist
Posts: 9,529
Registered: ‎11-30-2015
Location: PH
Views: 252
Message 4 of 5

Re: Warranty Repair

Hi manman123,

 

Greetings.

 

I suggest that you try to check on your email as it sometimes goes to the spam folder (depending on how mailbox is set). You can still try to reply on the sent email by the case manager assigned to you and likewise call in technical support to have them send a followup for your escalated case.

 

Regards 



Did someone help you today? Press the star on the left to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

manman123
Paper Tape
Posts: 6
Registered: ‎04-04-2018
Location: US
Views: 244
Message 5 of 5

Re: Warranty Repair

I defintely have been checking my spam folder. I call tech support every few days, they say they will send another message, but I never hear back. Is there an escalation process if my case manager won't respond to my emails, phone calls, and voice messages? I was told this would take up to 9 business days, but it is over 30 business days now.

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