09-27-2016 11:20 AM
I bought one of the first Lenovo IdeaPad y510p. Having a dual gpu made for a lot of gaming fun.
Yesterday, the room filled up with the smell of an electrical burn. I checked the underside the Lenovo. It had been hotter. I heard workers outside my window and figured that the smell may come from them.
A few minutes later very thick smoke came out of the left air vent and made a column in the air. I quickly pulled out the power cord and battery.
Luckily, the house is still standing. I understand that electronics eventually fail. Yet, this seems unsafe and dangerous. What if I weren't in the room to act quickly?
There should be some way to report this. The support page to send a message has been down with an under maintenance message for days.
Solved! Go to Solution.
09-27-2016 01:10 PM
09-27-2016 01:26 PM
Hi Thomasplayposs2 ,
Welcome to the Community Forums.
As all manufacturers of any electrical devices , Lenovo would also have mediation for such an event.
Consumers safety is the main concern.
You may call in technical support 1-877-4536686 option 4 .
They are available 24/7 .
Hope everyone's ok.
09-27-2016 09:22 PM - edited 09-27-2016 09:29 PM
Thomas, welcome to the community,
please follow spidey101's advice and contact support at your earliest opportunity. And of course please disconnect the system from power, remove the battery, and do not reconnect to either until you have contacted support and they have stated otherwise.
I wasn't aware of any difficulties with the send a message function on the support site, I presume you mean open a case in the contact us option, and will ask somebody check it. Thanks for reporting it.
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09-29-2016 12:56 PM
Update: I've called the Lenovo number. The call was a positive experience. The issue was understood and escalated on the first attempt.
It's handled as a safety issue. A manager is supposed to call me back within 3 days.
09-30-2016 10:57 AM
Update: A manager called me back. He was very friendly and took his time to explain things. It was a very good customer service call. The bottom line is that if a component burns out and it remains contained inside of the machine, it's considered a "safe failure."
Don't know as non-hardware engineer, having all that smoke come out and be told that it's safe feels a little like a zookeeper saying "Don't worry, it just wants to play" when a tiger is on top of you. It may very well be true. It's still disconcerting.
He escalated it. We shall find out what happens.
09-30-2016 01:06 PM
09-30-2016 01:18 PM
Hi Thomasplayposs2 ,
Good to hear that the issue was mediated with you and the manager .
It would be appropriate to check if the harddrive if still viable in case that you need to get your data having remove the harddrive (page30) and slave it with an external drive enclosure or better yet inform the manager how to proceed specially if the data is essential for you.
The laptop most likely be sent to the engineering team for further investigation on what caused this event.
Thanks for updating us.
09-30-2016 01:39 PM - last edited on 10-01-2016 07:08 AM by Majestic
I would not be so quick to let it out of your hands without concrete agreement of what they will do for you. Once gone its too easy for them to dismiss it as a non event and you're without it and the evidence item. A safety regulator may be interesting it this. Your insurance agent may help guide you who would address this as many electronics dying ungracefully with fire, smoking etc end up with a recall imposed by governments. Once gone you're .
Too easy to send a paid for ship to them package to get it out of the channel in there hands.
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11-28-2016 08:45 AM
The Lenovo SWAT team provided an analysis of what happened:
"The unit had a short on the system board which cause the melting/burning of internal components which caused the smoke. The technician said the burning was contained in the case of the machine so this was safe failure.
Thank you for providing the unit for evaluation."