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9 Posts

04-23-2013

USA

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Lenovo Y500 Keyboard / Touchpad Issue and How to Return the product

2013-04-23, 18:31 PM

Purchased Online and Received Lenvo  Y500 Laptop this last week.  

 

Like the Laptop but encounterd the very annonying Keyboard and TouchPad problems.

 

Keyboard - Randomly generates 2 characters for  a key pressed.

TouchPad - Cursor jumps and all kinds of things happens that I do not intended.

 

Called Tech  Support last night - Mon, Apr 22.   Tech verified it is an  issue and created a CASE #.

I have tried to call POST SALES to initiate the PRODUCT RETURN,  but nobody picks up the phone.

 

Though  I got the Laptop few days earlier,  their WARRANTY start from the date I initiated the sale.  I am desperately trying to return before, I run  out of the warranty period.

 

Any suggestions on what to do next.

 

Thanks...

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6095 Posts

02-11-2012

Philippines

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Re: Lenovo Y500 Keyboard / Touchpad Issue and How to Return the product

2013-04-23, 20:11 PM

hi Y500USA,

 

Welcome to the Lenovo Forums.

 

The Lenovo Y500 issue that the lenovo tech. is referring to is probably this thread.

 

Usually, every vendor has specific period (may vary from 7 days up to a month) where you can exchange/return a product if found defective. If you're still in between this specific period and you purchased the unit directly from Lenovo, you may try to call lenovo sales at these specific hours to raise your concern

 

Post Sales Inquiries
Mon-Fri 9am-7pm EST
1-866-428-4465

 

Please have the case # (that the technician gave you) and your order number ready.

 

 

 

Hope this helps 



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9 Posts

04-23-2013

USA

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Re: Lenovo Y500 Keyboard / Touchpad Issue and How to Return the product

2013-04-23, 20:49 PM
Tech Support also provided other numbers for POST-SALES support. I tried for 2 hours calling 2-3 numbers. Phone would keep RINGING and eventually disconnect.

I even went through Tech Support and ask them to connect me to POST SALES directly. You are on hold for a minute or so and line gets disconnected.

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9 Posts

04-23-2013

USA

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Re: Lenovo Y500 Keyboard / Touchpad Issue and How to Return the product

2013-04-23, 22:14 PM
Apr 23 - 6 PM update -
Could never reach them over the Phone.
Started chatting with a New System Sales Rep. She was kind enough to connect me to POST-SALES-REP in the same chat session.

The 2nd lady understood the problem and has promised to create RMA # for the return and email me by the end of the day.

Just keeping my fingers crossed.
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Re: Lenovo Y500 Keyboard / Touchpad Issue and How to Return the product

2013-04-24, 15:20 PM

 hi Y500USA,

 

Thanks for posting back. Good to hear that someone was able to help you out.

 

Also, I see that POST sales have recently changed their phone # to 1-855-253-6686 (you can see this number on the upper right side of the website http://shop.lenovo.com). Please keep this number as a reference.

 

 

Regards,

neokenchi



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9 Posts

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Re: Lenovo Y500 Keyboard / Touchpad Issue and How to Return the product

2013-04-24, 17:11 PM

1.  Contacts established through CHAT MESSAGE did not come through.  Sales associate had promised to send an RMA by end-of-day (i.e. yesterday).

 

2.  Also, created an RMA Request through the following link   http://shop.lenovo.com/us/forms/rma .  It can be found by going through 

Lenovo Web site --> Site Map  (Bottom of the main page)  --> Products : Return Merchandise Authorization

 

3.  Tried again this morning around 9AM.   I was able to get through and talk to a real live person.  Rep promised to create an RMA by end-of-day today.   Offered to send a Replacement also. 

 

Mentioned 'REFUND PERIOD' is 30 DAYS  from the date of receipt of the package and not the Invoice date.

 

I like the Laptop.  I will be re ordering a new one the moment Refund comes through. 

 

I did not want to get a Replacement REFURBIISHED Laptop.

 

 

 

 

 

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9 Posts

04-23-2013

USA

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Re: Lenovo Y500 Keyboard / Touchpad Issue and How to Return the product

2013-04-24, 17:12 PM
Some of the Contact Numbers:

Post Sales 1: 866.968.4465
Post Sales 2: 855 253 6686

Support: 877.453.6686
RMA : 866.428.4465
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9 Posts

04-23-2013

USA

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Re: Lenovo Y500 Keyboard / Touchpad Issue and How to Return the product

2013-04-24, 18:02 PM

I had not bought extended WARRANTY.

 

If one had purchased the Warranty, 

1. Do  they come to your House and fix the issue

2. What part failure is not covered

 

What would one recommend ?

1 or 2 or 3 year warranty and what is most useful ?

 

Could Users who have used the service provide their experience ?

 

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9 Posts

04-23-2013

USA

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  • Message 9 of 9

Re: Lenovo Y500 Keyboard / Touchpad Issue and How to Return the product

2013-04-24, 18:08 PM
Good News - Just received an EMAIL with RETURN AUTHORIZATION details.

Full REFUND is being issued.
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