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Dshively
Fanfold Paper
Posts: 3
Registered: ‎03-26-2016
Location: US
Views: 3,600
Message 1 of 13

IdeaPad U530 Broken hinge

I know that many people are having problems with broken hinges. My laptop is out of warranty and it seems I can't even talk with support unless I purchase premium support or it's just not apparent to me on how to speak with someone without premium. Anyway, through looking through this forum and online, it doesn't seem like support is a nightmare and I've heard of nightmare stories in which support has had laptops for extensive periods of time. My questions is, has anyone had their laptop hinge fixed/replaced succesfully by Lenovo? Just seems to me that going through tech support is not a really good option, especially if that support has to be paid for with no reasonably godd outcome. Thanks to nayone at all who replies.

Sr Support Specialist
Posts: 8,865
Registered: ‎11-30-2015
Location: PH
Views: 3,532
Message 2 of 13

Re: IdeaPad U530 Broken hinge

Hi Dshively , 

 

 

Welcome to the Community Forums. 

 

I would have to leave to others about repairs but as I have gathered reports about after-repair calls , depot repair team are doing good.

 

Regarding the issue that you currently have , I would still suggest you calling the technical support team specially if there was no accidents or mishandling on users end. They would be able to provide you options. 

 

When did the warranty expired ? You may also check here or if you still have the receipt .

 

Tech Support is available 24/7 , do give them a try to help you. 

English  1-877-4-Lenovo, 1-877-453-6686
Schedule a Callback for faster support 

 

Update us how things go. 

 

Regards



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angryllama
Serial Port
Posts: 21
Registered: ‎10-11-2014
Location: Cheddarville
Views: 3,438
Message 3 of 13

Re: IdeaPad U530 Broken hinge

The "bottom right" or "bottom left" corners of Lenovo units seem to be NOTORIOUS for problems. While it is not Lenovo's intention to produce shoddy products, it is what they are doing. I spent $1000 on an Lenovo Ideapad U530 for my wife, it never left the kitchen counter (only to clean), and the bottom left corner hinge has broken and separated from the base, leaving me feel cheated.

 

The following post was made by Lenovo concerning this issue:

Our investigation of reported hinge / hinge mount failure symptoms as discussed in this thread for the U310, U310 Touch, U410, U410 Touch, U430 Touch and U530 Touch has concluded. Information on this topic is available to our support agents and warranty centers. If you have experienced these symptoms and your laptop has not been dropped or otherwise accidentally damaged and is under warranty, please contact Lenovo Service for resolution.

 

Please reference Service TIP HT102591.

 

Thank you,

Amy Tupper
Technical Resolution Lead, Pervasive Issues
Lenovo US

 

=== Thank you to docsmody on this... ===

Call Lenovo @ 1-855-271-3878 and navigate prompts for out-of-warranty issues. When you reach agent, advise that you have out-of-warranty unit with a defective hinge, but then reference the post above you found on Lenovo's website that addresses this manufacturer's defect and the agent will take it from there.

 

Sincerely,
A. Llama

 

Dshively
Fanfold Paper
Posts: 3
Registered: ‎03-26-2016
Location: US
Views: 3,413
Message 4 of 13

Re: IdeaPad U530 Broken hinge

So are you saying that you would have fixed my out of warranty laptop free of charge since this is a known issue? I tried calling tech support to no avail. I did not want to purchase premium support for my out of warranty laptop. It took so long for anyone to reply to this post that I am having it fixed, just waiting for the new lid to come in. You can reimburse me for the charge if you want to offer a solution.

angryllama
Serial Port
Posts: 21
Registered: ‎10-11-2014
Location: Cheddarville
Views: 3,405
Message 5 of 13

Re: IdeaPad U530 Broken hinge


Dshively wrote:

So are you saying that you would have fixed my out of warranty laptop free of charge since this is a known issue?

I am not Lenovo.  I am a member of the Lenovo forum community & a customer w/ an out-of-warranty Lenovo IdeaPad unit w/ a defective hinge that Lenovo is repairing free of charge other than paying to ship laptop to them (they ship box to me).

 

I tried calling tech support to no avail. I did not want to purchase premium support for my out of warranty laptop.

In my original post, I listed the phone# that I called.  They did not prompt me to purchase "premium support" because I followed the prompts for "out-of-warranty IdeaPad" (did not enter serial# because my unit is no longer under warranty), reached an agent, and they were very quickly able to corroborate that my unit was part of the models Lenovo was extending their services, beyond the warranty-end dates to repair.

 

It took so long for anyone to reply to this post that I am having it fixed, just waiting for the new lid to come in.

I hear you.  That sucks.  I'm guessing it was a while ago when you called and at that time, Lenovo had not yet "accepted" or "classified" the hinge problem as a "pervasive" issue and a manufacturer's defect.  As time went by, MANY customers were denied repair services as Lenovo was treating them as one-off's and simple out-of-warranty (normal wear-and-tear) issues.  But with the growing number of incidents, Lenovo changed their position- they are now taking care of those customers... but those customers must re-contact Lenovo, obviously.

 

You can reimburse me for the charge if you want to offer a solution.

Okay, again- I am not Lenovo.Smiley Happy  Please read the information provided to you in the forum and it will be of benefit to you.  I definitely understand why you are frustrated.  Lenovo rejected your request for service, you have an expensive laptop you need to salvage so you must take matters into your own hands.  That sucks.  Hey, there are people on this forum that have put bolts through the lid to resecure the hinge assembly!  When it comes to DIY... you have to be patient perusing the forums... the 'correct' answer will finally make its way to your eyes.

 

Sincerely,
A. Llama

 

Dshively
Fanfold Paper
Posts: 3
Registered: ‎03-26-2016
Location: US
Views: 3,392
Message 6 of 13

Re: IdeaPad U530 Broken hinge

That's a good roundabout way of saying probably not or no. I'll not waste my time or money trying to call them. You say you're not lenovo but if this is a now known issue and known well before you specify, the right thing to have done was issued a recall. You're right it sucks and is frustrating to purchade an expensive item, only to have it break a little over a year later, then turning around to pay more money to have it fixed and not even knowing if tge issue wont happen again. That is all, no reply needed.

angryllama
Serial Port
Posts: 21
Registered: ‎10-11-2014
Location: Cheddarville
Views: 3,348
Message 7 of 13

Re: IdeaPad U530 Broken hinge

For some reason, I can't edit my own post...

I did *not* have to pay to ship the laptop to Lenovo for repair. Lenovo sent me a box & prepaid shipping label to FedEx the laptop back to them.

I will restate- my manufacturer's warranty ended Feb 2015. Visa/Mastercard doubles any warranty up to one additional year, which brought mine to Feb 2016, which is within the 6 months that Lenovo is extending their services for this defect.
TomRuh
Paper Tape
Posts: 2
Registered: ‎08-05-2016
Location: US
Views: 3,012
Message 8 of 13

Re: IdeaPad U530 Broken hinge

      I am experiencing the same problem with my U530 on the left hinge.  The screen has not broke or caused any serious damage yet, however the trim is breaking loose.  My laptop is no longer under warranty,  I have contacted Lenovo Support and they could offer me no other option other than shipping it to the for "diagnosis". I provided them the "Service TIP HT102591"  which they said they did not recognize.

    My questions are, 1. Has anyone successfully had their laptop repaired? 2. How much was the repair? 3. Why is there a diagnostic fee when Lenovo already knows what the problem is?. I am willing (grudgingly) to pay for the repair, if I can be provided a quote up front. If Lenovo is not interested in taking care of this, can they provide a service kit or at least instructions on how I can repair this myself?

 

TomRuh
Paper Tape
Posts: 2
Registered: ‎08-05-2016
Location: US
Views: 3,012
Message 9 of 13

Re: IdeaPad U530 Broken hinge

I called Lenovo and referenced the above post and number. They said they did not recognize it and the only option is to send in and pay for diagnosis and repair.

brazosbill
What's DOS?
Posts: 1
Registered: ‎08-17-2016
Location: US
Views: 2,887
Message 10 of 13

Re: IdeaPad U530 Broken hinge

I paid a LOT of money for a high end U530 with a touch screen. Worked great until the hinge snapped. Now it is useless to me.

 

I callled customer support as instructed. My case was immediately "elevated" because this was a widely known issue. Two days later I received an email from a supervisor saying, in effect:

 

You are out of warranty.

 

Sorry that your 15 cent plastic hinge didn't break on time.

 

These plastic hinges are at "end of life".

 

We are closing your case.

 

Hit the road. You should have bought a Dell.

 

There was no recommendation on where or how to get the problem resolved. I'm happy to get the thing fixed on my own if I had some guidance. This is horrible customer service.

 

Does anyone know where I can get these parts?

 

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