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youbee
Paper Tape
Posts: 2
Registered: ‎05-13-2017
Location: IN
Views: 193
Message 1 of 5

Keyboard on Yoga 2 13 with IWS stopped working, repair center can't help

I purchased a Yoga 2 13 (SN: CB*********) laptop from US with IWS. Some time back various keys on the laptop stopped working, including Ctrl, 1, 3, 5, and others, making it useless unless you also carry another laptop around. I took it to the repair center in Allahabad, India, but the service center returned it saying that the parts are not available in India. Surely there must be a way to obtain these parts?

 

I've tried to contact Lenovo support on chat and phone, but all they can tell me is to take it to the service center. I finally got in touch with a senior tech support person, who informed via email that the parts required were FRU 25215052 and FRU 25215053, but again, I was informed that these parts were not available with Lenovo (anywhere??) and have not heard anything further since (this was two days ago).

 

Is the IWS completely useless in this case? Is there anything I can do apart from junking the laptop?

 

Admin note; serial number edited to avoid possible abuse

Sr Support Specialist
Posts: 7,966
Registered: ‎11-30-2015
Location: PH
Views: 143
Message 2 of 5

Re: Keyboard on Yoga 2 13 with IWS stopped working, repair center can't help

Hi youbee , 

 

Welcome to the Community Forums.

 

As you may have checked IWS for your system Yoga 2 13 

"... Service procedures vary by country, and some service and/or parts may not be available in all countries. Lenovo will use commercially reasonable efforts subject to support capabilities within the destination country to obtain parts. Some countries may have fees and restrictions that apply at the time of service such as packaging, shipping and handling fees. You will be advised of your responsibility to pay these fees at the time of service. Certain countries may require additional documentation, such as proof of purchase or proof of proper importation, prior to performing IWS service. IWS eligibility is based on the four-digit machine type; however, certain countries may not have the capability of servicing all models of a particular machine type. You will be contacted by your service provider if your machine type cannot be serviced in the destination country.

 

What works in similar cases with technical support is to have a trusted person authorized to enact on your behalf that is currently within the US .

 

Hope this help answer your query.

 

Regards



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youbee
Paper Tape
Posts: 2
Registered: ‎05-13-2017
Location: IN
Views: 135
Message 3 of 5

Re: Keyboard on Yoga 2 13 with IWS stopped working, repair center can't help

If I understand correctly, what you're saying is that the laptop cannot be serviced within India, and must be taken to the US to be serviced?

 

If this cannot be done within the current validity of the IWS, will I then have to pay for repairs, or will Lenovo consider that I attempted to get it serviced in India, but could not due to non-availability of parts?

Sr Support Specialist
Posts: 7,966
Registered: ‎11-30-2015
Location: PH
Views: 130
Message 4 of 5

Re: Keyboard on Yoga 2 13 with IWS stopped working, repair center can't help

Hi youbee ,

 

As per written aggreement:

"... Lenovo will use commercially reasonable efforts subject to support capabilities within the destination country to obtain parts. Some countries may have fees and restrictions that apply at the time of service such as packaging, shipping and handling fees. You will be advised of your responsibility to pay these fees at the time of service... "

 

Original parts are committed to the country on point of purchase as same with the limited warranty service it has.

If your location do not have the same original parts then better have someone within US to help process the repairs for you. 

 

Regards 



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Administrator
Administrator
Posts: 6,695
Registered: ‎09-03-2014
Location: SK
Views: 121
Message 5 of 5

Re: Keyboard on Yoga 2 13 with IWS stopped working, repair center can't help

Hello youbee,

 


@youbee wrote:

If I understand correctly, what you're saying is that the laptop cannot be serviced within India, and must be taken to the US to be serviced?

 

If this cannot be done within the current validity of the IWS, will I then have to pay for repairs, or will Lenovo consider that I attempted to get it serviced in India, but could not due to non-availability of parts?


Keyboards, recovery media and wireless cards can be an issue in IWS situations because the country you find yourself in does not stock the parts to cover every possible international eventuality. This is actually one very good reason for purchasing in you main country of residence or work. However you could request service which keyboard language options they are able to assist you with and request they repair using the best option.

https://forums.lenovo.com/t5/General-Discussion/International-warranty-Thinkpad-x250/m-p/2120788#M28...

Andy


English Community Leader


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