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53 Posts

01-06-2013

Nebraska

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  • Message 31 of 43

Re: Lenovo is not honoring Helix on-site warranty!

2013-06-04, 22:00 PM

Hi Mark,

 

My situation has initially been resolved. Customer care is sending me a new Helix but the extended warranty coverage is not clearly defined. I have been promised what I posted earlier, but I am still confused as to why the keyboard dock cannot be replaced or repaired under the on site warranty. That is my main concern and I have not received a satisfactory answer from Lenovo yet. For example, if I am traveling out of the country on business and the dock breaks I am SOL. Since the dock does not require professional installation they could easily ship a replacement and the defective unit could be sent back.

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8095 Posts

11-19-2007

United States of America

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  • Message 32 of 43

Re: Lenovo is not honoring Helix on-site warranty!

2013-06-05, 21:52 PM

Mj,

 

We are working with service to sort this out.  I'm going to characterize this as a "lost in translation" kind of moment and a regrettable one.  Apologies again.  

 

1) Depot support standard

2) You CAN upgrade to onsite and both the tablet and the base should be servicable onsite.

 

Support agents are encouraged to ask customers (who are sending in for depot repair) to send in both the tablet and the base to ensure we can correctly resolve issues.   Getting one of the other could leave the real problem behind.

 

I think that the support agent you worked with misinterpreted this as having to send it all in and that they could not repair the base onsite.   We are working to clarify this with support today.  It may take a couple days to reach all the agents. 

 

Please do PM me if you need more help !   We want to make sure you get what you paid for.

 

Mark

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648 Posts

07-20-2009

United States of America

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  • Message 33 of 43

Re: Lenovo is not honoring Helix on-site warranty!

2013-06-05, 23:37 PM

That's great news! All the more reason to have a close look at the online ordering system, because in that case the current wording is misleading in the opposite direction:  the NBD on-site service is listed as being for 'Tablet', which would now seem to be an unnecessary restriction. 

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1 Posts

06-07-2013

Seattle

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  • Message 34 of 43

Re: Lenovo is not honoring Helix on-site warranty!

2013-06-07, 14:32 PM

As someone who is waiting out some of the earlier adopter kinks, but really hoping to get a helix, I am watching this thread quite carefully.

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53 Posts

01-06-2013

Nebraska

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  • Message 35 of 43

Re: Lenovo is not honoring Helix on-site warranty!

2013-06-07, 14:47 PM

Well.  The new replacement Helix is even worse than my defective one.  The right side of the tablet does not lock on the post of the dock connector. I can actually lightly pull on the top right corner of the tablet when docked and move it upand down.  I have tested this with four other units and found the same thing.  This might be a design defect or a problem with the manufacturing process. I love the Helix,  but it is not worth the $2500 I spent to work out Lenovo's kinks for them.  I might need to request a refund or find another solution. For those of you on the fence,  Iwould rrecommend waiting for the Helix 2, if there is one. The premium cost is not justified in my opinion. My core i5 Surface Pro still runs faster than my i7 Helix and the WEI is higher as well.  The only key factor that the Helix has is the keyboardand trackpad. Good luck! 

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45 Posts

05-02-2013

United States of America

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  • Message 36 of 43

Re: Lenovo is not honoring Helix on-site warranty!

2013-06-07, 16:05 PM

I will definitely be waiting on the next release or maybe the Surface Pro will have LTE by then.  This is just the tip of the iceberg to me.  All of the other issues with Helix have killed my hope that this would be my answer to needing true mobility in a windows OS.

 

No way, no how will I drop $2500 for this device.  Not even a $1000. 

 

Am I glad I held off?  Heck yeah!

 

 

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53 Posts

01-06-2013

Nebraska

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  • Message 37 of 43

Re: Lenovo is not honoring Helix on-site warranty!

2013-06-07, 16:17 PM

I would not classify the Helix as true mobility as it weighs 4lbs. plus the big charging brick. The Surface pro is under 2 lbs. That is mobility, but you give up a decent keyboard and trackpad. The display is better on the Surface Pro and the inking is much better in my opinion. The Helix concept is not bad and it offers higher specs, battery life and storage than most of its competitors but at over $2200 it is wayyyy overpriced! I will probably be stuck with my Helix, but I won't be purchasing Lenovo products in the future.

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45 Posts

05-02-2013

United States of America

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  • Message 38 of 43

Re: Lenovo is not honoring Helix on-site warranty!

2013-06-07, 16:59 PM

I was reading this week where MS has some promising updates for the Surface Pro. I am hoping they include the items you mention.

 

I could live with the 4lbs, but I can't accept the issues being reported...

 

Thanks for the reviews - it really helps!

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229 Posts

10-08-2012

md, us

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  • Message 39 of 43

Re: Lenovo is not honoring Helix on-site warranty!

2013-06-07, 20:31 PM

wrote:

I would not classify the Helix as true mobility as it weighs 4lbs. plus the big charging brick. The Surface pro is under 2 lbs. That is mobility, but you give up a decent keyboard and trackpad. The display is better on the Surface Pro and the inking is much better in my opinion. The Helix concept is not bad and it offers higher specs, battery life and storage than most of its competitors but at over $2200 it is wayyyy overpriced! I will probably be stuck with my Helix, but I won't be purchasing Lenovo products in the future.


 

so you are comparing the helix including the keyboard with the pro tablet alone?

 

Let me see, the 11.6" helix tablet is 1.75 lb where the 10" ms pro tablet is 1.9 LB.

 

 

 

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648 Posts

07-20-2009

United States of America

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  • Message 40 of 43

Re: Lenovo is not honoring Helix on-site warranty!

2013-06-07, 22:46 PM

wrote:

 

so you are comparing the helix including the keyboard with the pro tablet alone?

 

Let me see, the 11.6" helix tablet is 1.75 lb where the 10" ms pro tablet is 1.9 LB.

 

 

 


Surface Pro with type cover is 2.48lbs, which is still quite a bit lighter than the Helix with KB.

 

Either way, this is a bit off-topic on a thread discussing on-site warranty.. I'll keep following this thread to see the final official word (Mark's previous post looks promising, but it wasn't final) so I hope we can avoid getting this thread closed due to back and forth off-topic discussions.

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