04-10-2017 07:07 AM
My Thinkpad P50 has some keyboard problems. One key is signification failed to work as normal key and doesn't bounce back well. My laptop came with 3yr on-site warranty (still 700+ day left).
I requested warranty repqir by MTSA(managed technical support access), however,
lenovo sent me a email with a file which taught me how to return a machine to repair.
I replied and told lenovo my warranty is "on-site" on MTSA. Unfortunately I still have a box today.
Does anyone know how "on-site" warranty goes? In my opinion, lenovo shall send a technicain to repair on site, isn't it?
Thank you very much.
04-11-2017 01:18 PM
I was told by IBM (Lenovo) support that a tech only came out for problems that couldn't be fixed with a customer replaceable unit.
A keyboard would be a CRU, unless you can't do it.
I don't know why they would say that you need to send the unit to depot repair.
I got a manager's e-mail address for "not satisfied" issues with a CRU.
Id you wish, I can dig it up.
04-11-2017 02:13 PM - edited 04-11-2017 02:16 PM
Seems odd to me as well. Onsite means just that; a tech should come to your site and do the repair. Unless there is some compelling reason why they cannot (and this should have been explained to you), if you log a repair, the parts should be ordered and a tech dispatched to do the installation. If you have some commercial variant of normal onsite service, perhaps the rules might be different.
I've had a keyboard replaced on my P70 recently (at my home) by the service department and was completely satisfied with the responsiveness and quality of service -- call was logged on a Friday late afternoon and repair done on Monday.
If Lenovo cannot honor their committment, at the very least you should receive an appropriate refund or other consideration. Having to do the repair yourself makes little sense.