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cindy56
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Posts: 6
Registered: ‎09-17-2014
Location: Indio, CA
Views: 302
Message 1 of 4

U530 dead - no power - under extended warranty but support is "down"

My U530 is dead - no power.  I have an extended warranty through Lenovo with next day on site repair.  When I contacted Lenovo this AM - Amber - and then her superviser Frances - tell me that they are undergoing maintenance for the next 24-48 hours and cannot even check and see what support I have for my computer (even though I am able to check on their site), and there will be a backlog of support calls once they go back online and can't even tell me "when" I'll get support.

 

I don't understand how Lenovo can sell extended warranties with next day on site business support that they knowlingly and admittedly cannot fulfill.  

 

To quote supervisor Frances "we cannot provide you with that".  I'm retired IBM, guess things just keep getting worse. Even when I get my "repair", it sounds suspiciously like it will get hauled off for replacement parts and who knows when I will get it back.  I will have to read the warranty document in detail - just sounds like a marketing tactic that Lenovo quite simply cannot deliver.

 

Seems like they should provide a reconditioned computer (same or better) next business day and swap my hard disk if they can't "fix it".   Otherwise just send a shipping box and sell cheaper extended warranties.  (Though obviously this will be my last Lenovo).   

 

NOTE:  I tried to "soft reboot" of BIOS holding down the power button while no power cord.  This didn't work.  Why would the BIOS get corrupt?  What should I be looking for in terms of a long-term fix when the Lenovo on site repair person finally gets to me?  This seems to be a frequent problem on Lenovo laptops - looking at the forums.  Never seen it on any of the other computers I've owned over the last thirty plus years.  Design defect?

Retired Support Specialist
Posts: 3,772
Registered: ‎12-24-2015
Location: IN
Views: 217
Message 2 of 4

Re: U530 dead - no power - under extended warranty but support is "down"

Hi there, Cindy -  

 

Thank you for writing in to the Lenovo Forum - happy to have you here today.

 

Pro tip: Take the extra 30 seconds to unscrew and physically remove the battery --

You push the power button 10 times in a row at one second intervals. Next, you push and hold the power button for 30 seconds. Then you put the battery back in and push the power button.

 

Here is the HMM for G50-45

 

Update us how it goes.

 

 

 

Regards,

 

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cindy56
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Posts: 6
Registered: ‎09-17-2014
Location: Indio, CA
Views: 213
Message 3 of 4

Re: U530 dead - no power - under extended warranty but support is "down"

I don't want to void the warranty. All of my previous laptops, ThinkPads, Sonys, Dells, had "pop off" or "slide out" batteries. This one looks like it is not meant to be user serviced. If it wasn't under warranty I would certainly risk it. Do you know if this would void the warranty?
cindy56
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Posts: 6
Registered: ‎09-17-2014
Location: Indio, CA
Views: 201
Message 4 of 4

Re: U530 dead - no power - under extended warranty but support is "down"

UPDATE:  I telephoned support again today - since no response - apparently the team on Saturday didn't even enter me into the system as a support call.  Anyway Angel "helped" me - took 10 minutes just to take my contact info, then spent another 20 minutes having me plug in power, unplug power, press small button on side, hold power button down 20 seconds, etc. before saying this is a "power on" problem.  ha ha.  Anyway a tech is supposed to phone me in 2 to 3 days to set up an appointment.  Since there is no customer service/care dept - and no way to contact any Lenovo executive in the USA (corp phone no just has options for sales/support/extension - no option to speak to a human), I've been entered into the escalation system and am supposed to hear back from them by email or phone in 2-3 days.

 

I really don't understand how Lenovo calls this a "next business day warranty".  Sounds like this one may end up in small claims court.  

 

 

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