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6 Posts

02-03-2012

Seoul, Korea

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T420s repair delaying

2012-02-03, 8:46 AM

I bought new T420s at Dec. 21th 2011 but mainboard died at Jan. 19th 2012. (within 1 month)

I'd called Lenovo service center in Korea and asked to replace parts after check again with them on Jan. 20th.

But they still did not repair my T420s because of part delaying they say.

This laptop is next business day on site service enterprise contract model but it's useless policy on my case.

Does anyone have experience similar with me ?

 

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296 Posts

02-01-2012

Inda

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Re: T420s repair delaying

2012-02-06, 7:37 AM

I realiize your concern, the service is still pending due to non availability of parts. You can contact the service centre or support centre to know the current status of the case and also the expected date of part arrival.

 

 


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6 Posts

02-03-2012

Seoul, Korea

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Re: T420s repair delaying

2012-02-06, 12:23 PM

I already contact service center many times and asked what you said.

 

But they coulnd't answer anything above.

 

I can't belive how they have no idea about current status, expected arrival data and schedule.

 

They always said samething, "Wait more, please."

 

 

 

 

 

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20 Posts

01-27-2012

Germany

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  • Message 4 of 15

Re: T420s repair delaying

2012-02-06, 13:17 PM

Hi,

 

well mine was also bought in december and is dead since januar. The statuswebsite say, they are waiting for spareparts - i guess its the motherboard. However, the guys at the hotline cant tell anything (aka statusupdate).

Seems there are some informations missing (beside of course the sparparts, which should be on premise and not backordered).

 

Also the On-Site Next-Business-Day is useless it seems, what is the advantage if the spare parts are not available? However

mine is in the repair center now.

 

Regards, Falko

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2483 Posts

04-08-2011

United States of America

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Re: T420s repair delaying

2012-02-06, 16:20 PM

wrote:

Hi,

 

well mine was also bought in december and is dead since januar. The statuswebsite say, they are waiting for spareparts - i guess its the motherboard. However, the guys at the hotline cant tell anything (aka statusupdate).

Seems there are some informations missing (beside of course the sparparts, which should be on premise and not backordered).

 

Also the On-Site Next-Business-Day is useless it seems, what is the advantage if the spare parts are not available? However

mine is in the repair center now.

 

Regards, Falko


I bet if you ask for a full refund the parts will materialize. Frankly, any major defect like that 21 days from shipment should be an automatic return for credit/refund.  I would never send a machine in for repair inside the return window.

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8095 Posts

11-19-2007

United States of America

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Re: T420s repair delaying

2012-02-07, 4:55 AM

recoverpoint, falko,  

 

Can you send me a private message with your system model type and serial numbers, your contact info and the service case number if you know it?  We should be able to look up the system board FRU and see what can be done to expedite the parts.

 

Thorshammer,

 

Fair point - Personally, I'm not sure I'd be happy repairing something that I never got to fully enjoy as "new".   I'm not sure threatening to return will hasten the parts - there may well be some constrained boards, but we should be able to provide a reasonable time to get them.  Usually service has the parts and we can repair faster than someone can return or refund and order another unit .

 

Mark

 

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6 Posts

02-03-2012

Seoul, Korea

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Re: T420s repair delaying

2012-02-07, 6:09 AM

Hi,

 

I sent you PM including machine type, SN, contact info which you ask me.

 

Today, I called Lenovo service center again and heard exactly same answer again with before.

 

(no correct part now, no expected schedule, wait more, etc.)

 

My T420s is business model, not for consumer market.

 

If this situation goes futher to next week, I will and have to report this problem officially to CEO and managing director of my company.

 

 

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2483 Posts

04-08-2011

United States of America

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  • Message 8 of 15

Re: T420s repair delaying

2012-02-07, 15:56 PM

wrote:

 

Thorshammer,

 

Fair point - Personally, I'm not sure I'd be happy repairing something that I never got to fully enjoy as "new".   I'm not sure threatening to return will hasten the parts - there may well be some constrained boards, but we should be able to provide a reasonable time to get them.  Usually service has the parts and we can repair faster than someone can return or refund and order another unit .

 


It's not about being happy, it's about using common sense on a product with a serious material defect.  If the defect becomes known in the 21 days from shipment (the standard return period), everyone should return the machine otherwise the QA issues at the factory will never get resolved.

 

Regarding the perceived threat, it is a tactic that should be considered.  If someone sends a machine in for repair inside their return window of 21 days and the support folks report a parts shortage, the customer should then consider asking for a full credit.

 

It's really not about being faster.  It's about QA on the shipment of new machines.

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8095 Posts

11-19-2007

United States of America

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  • Message 9 of 15

Re: T420s repair delaying

2012-02-08, 4:41 AM

Thorshammer,

 

I appreciate your logic, but you pre-suppose a number of things about how our processes work.

 

Data from repairs can be considered in the ongoing field quality efforts as well as returned units.

 

Best regards,

 

Mark

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2192 Posts

05-02-2008

Malaysia

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  • Message 10 of 15

Re: T420s repair delaying

2012-02-08, 10:05 AM
Hi recoverpoint,

I understand your frustration. Given that there was a week off in China for Chinese New Year celebration, I may understand why it has been delayed. Let me know if there is no progress about part delivery by end of this week. I'll see if I can get someone to look into the case.

Thanks for your patience!

Best regards,
Cleo


T410, x240

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