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10 Posts

12-29-2010

Germany

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  • Message 1 of 16

Defective Notebook - wrong warranty status - 3 weeks without progress - PLEASE HELP

2010-12-29, 11:02 AM

Hello everybody,

 

I bought a new SL510 in combination with 3 year on-site warranty service-pack.

 

During the service-pack registration process, I received an error message and had to forward my warranty request to Lenovo UK registration department.

 

A few days later, I reveiced a confirmation e-mail and thougt, everything is fine.

 

Now I have a hardware problem and called the support several times with the conclusion, that I need a new mainbaord.

 

BUT: the support can't see the on-site warranty - only the 1 year standard warranty. I forwarded the mail with the warranty registration also to the support and they wanted to check this a contact me again.

 

I am now waiting for 3 weeks to get a feedback AND to get an exchange of my defective system!

 

The only way to contact the registration department is via mail (lsr@lenovo.com).

 

Does somebody have the same problem and has a solution for me?

For example a telephone number of this department?

 

I think, you can imagine, that I am really disappointed of the Lenovo service!

 

Thanks a lot in advance!

 

kind regards

Tobias

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1220 Posts

12-24-2010

Perth, Australia

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  • Message 2 of 16

Re: Defective Notebook - wrong warranty status - 3 weeks without progress - PLEASE HELP

2010-12-29, 12:09 PM

Hello mate,

 

There is the nuber for Lenovo Germany : 01805-253558

And there for Lenovo UK : 08705-500-900

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10 Posts

12-29-2010

Germany

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  • Message 3 of 16

Re: Defective Notebook - wrong warranty status - 3 weeks without progress - PLEASE HELP

2010-12-29, 19:49 PM

Thank you, Vince!

I try these numbers tomorrow.

Where did you find them?

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9380 Posts

11-27-2007

Slovakia

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  • Message 4 of 16

Re: Defective Notebook - wrong warranty status - 3 weeks without progress - PLEASE HELP

2010-12-29, 20:24 PM

Tobias, welcome to the forum,

 

was the warranty extension an "HardPack"? Meaning an envelope with a sheet of A4 and a registration number on it instructing you to go a particular website and register the system.

 

or, was it an e-mail you received with a link on it taking you to a website to register your system?

Andy  

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10 Posts

12-29-2010

Germany

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  • Message 5 of 16

Re: Defective Notebook - wrong warranty status - 3 weeks without progress - PLEASE HELP

2010-12-29, 20:58 PM

Hello Andy,

 

thank you, too, for your answer!

 

it was a hardpack, which I tried to register online, but I received an error message. (this also happened three times with other Lenovo notebooks in the past, but the registration via mail seemed to work. I am not sure because that is the first warranty request I have).

 

I am simply shocked, that the Lenovo service needs several weeks to work on this!

I purchased the on-site warranty to avoid exactly such case: to have a faulty system or no system for more than 2 days!

 

Can YOU help me?

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9380 Posts

11-27-2007

Slovakia

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  • Message 6 of 16

Re: Defective Notebook - wrong warranty status - 3 weeks without progress - PLEASE HELP

2010-12-29, 21:21 PM

I can try to help.

 

I would like to suggest the following;

 

Make sure you have your type, model and serial numbers at hand. If you can, scan copies of your purchase invoice and the HardPack you were sent, (if the HardPack was invoiced separately scan that invoice as well). (At best scan all into one pdf file). If you can't scan them, have copies at hand and be prepared to fax them.

 

Then call German support on 01805 004618 at your first opportunity. When you speak to the support agent make sure that you state at the very start that your call will require the attention of the "entitlement team", this is important.

 

Explain the difficulties you have had registering the servicepack.

 

If you already have a call number ask the agent to look it up.

 

---[If you do not have a call number you will need to supply the type, model and serial numbers along with, your personal details and an explanation of the failure and diagnosis carried out to reach the conclusion. They should then issue you with a call number which you must note down]---

 

They should then inform you of the e-mail / fax number of the entitlement team. (If they don't, ask for them). You will need to e-mail / fax the documents to them ensuring that you enter the call number as the subject in the e-mail, or write it visibly on each document you fax to them.

 

In my experience the problem should be solved pdq.

 

Hope this helps, and please post back with any developments.

 

Edit; phone number

Andy  

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10 Posts

12-29-2010

Germany

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  • Message 7 of 16

Re: Defective Notebook - wrong warranty status - 3 weeks without progress - PLEASE HELP

2010-12-30, 9:25 AM

Thank you very much, Andy!

 

But that is exactly what I did.

I opened a call and e-mailed the registration info to the support. They said, they will forward it. I only do not know, if the department is called "entitlement team".

 

Nevertheless, I called the support hotline again, but it's unbelievable: I was dropped out of the line 3 times before I got someone to talk to.

 

Now I have a new call ID and mailed the registration information again (now to thinkpadpls_we@lenovo.com) So I will wait again for some feedback and post it again.

 

EDIT: after my mail was returned to me, I called the support again -> they gave me the wrong address. The right one is thinkpls_we@lenovo.com . -> No comment on this...

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9380 Posts

11-27-2007

Slovakia

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  • Message 8 of 16

Re: Defective Notebook - wrong warranty status - 3 weeks without progress - PLEASE HELP

2010-12-30, 19:47 PM

Sorry I couldn't get back to you earlier today.

 

I know that there have been difficulties with the "hard packs", but thought that it had been sorted out. I'm sending you a private message requesting some more information from you.

 

Andy  

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FYI Unsolicited Personal Messages will be ignored.

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786 Posts

11-18-2010

Slovakia

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  • Message 9 of 16

Re: Defective Notebook - wrong warranty status - 3 weeks without progress - PLEASE HELP

2011-01-03, 14:25 PM

Hello Tobias

 

welcome on the forum.

I've reviewed your case with provided information from AndyP - I've to realize that Service activation code has been registered, however, hardware data (serial number and machine type) was not entered during the registration and that's why the service was not upgraded.

 

We are already working on a correction and I'll update you ASAP.

 

Regards

Katarina

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10 Posts

12-29-2010

Germany

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  • Message 10 of 16

Re: Defective Notebook - wrong warranty status - 3 weeks without progress - PLEASE HELP

2011-01-03, 16:16 PM

Hello Katarina,

 

thank you very much for answer and your help!

 

I provided all information to lsr@lenovo.com, but it seems that they didn't enter it correctly.

 

What do you think, how long does it take to update the ASAP?  (what does ASAP mean?)

 

Thanks again, also to AndyP!!!

 

Regards

Tobias

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