English Community

Special Interest DiscussionsGeneral Discussion
All Forum Topics
Options

7 Posts

08-28-2009

Boston, MA

17 Signins

90 Page Views

  • Posts: 7
  • Registered: ‎08-28-2009
  • Location: Boston, MA
  • Views: 90
  • Message 1 of 21

extended warranty on laptop purchased from outlet

2009-09-24, 18:18 PM

I purchased a T500 from the Lenovo Outlet back in August.

 

I tried to upgrade to a three year extended warranty, but the order never completed. (It was stuck in a perpetual cycle of "will ship on xx/xx/xxxx", when that date passed the ship date would change to a few days in the future.)

 

I finally called Lenovo to see what is going on, and they told me that all laptops from the Outlet come with only a 1 year base warranty, and they cannot be extended.

 

- Is this correct?

 

It makes no sense in my case, the laptop was new in box and had never been shipped to a customer. And I know some of the laptops advertised on the Outlet list that they have a three year warranty.

 

- Do I have any other options for getting extended coverage for this laptop?

 

Thanks.

Reply
Options

7634 Posts

11-19-2007

US

10101 Signins

400183 Page Views

  • Posts: 7634
  • Registered: ‎11-19-2007
  • Location: US
  • Views: 400183
  • Message 2 of 21

Re: extended warranty on laptop purchased from outlet

2009-09-24, 22:15 PM

umassbound,

 

The present stated policy of the outlet team is no additional warranty upgrades on outlet boxes.

 

There have been upgrades made in the past, and until recently, post warranty maintenance agreements were possible.   I believe the over policies are under review, and I hope they will be finalized soon.

 

Since you have already purchased an upgrade that has not been properly activated, we need to look into this and ensure a resolution - we can't leave you in limbo.

 

Please PM me your order numbers, the original outlet purchase, and the service upgrade.

 

Thanks,

 

Mark

Reply
Options

7 Posts

08-28-2009

Boston, MA

17 Signins

90 Page Views

  • Posts: 7
  • Registered: ‎08-28-2009
  • Location: Boston, MA
  • Views: 90
  • Message 3 of 21

Re: extended warranty on laptop purchased from outlet

2009-09-25, 1:29 AM

Is this a recent policy change?

 

I could understand not allowing warranty upgrades for machines that are scratch-n-dent, refurbished, and maybe even redistributed, but new items (which is what I purchased) never left Lenovo's possession, and the boxes are unopened.

 

At the time I purchased my machine, there were machines that were listed in the outlet as having a three year warranty  (I thought I was buying one, in fact). When I later looked it up I saw it was only one year, so I tried to upgrade.

 

When I called to see why the order hadn't been filled, the tech was initially puzzled because that model (T500 2055) normally comes with a three year warranty, and he couldn't understand why the warranty lookup was only showing one year.

 

I just went and looked, and did find a FAQ on the Outlet web site that says all the laptops come with one year warranties, and none of the listings seem to list a longer warranty, but I don't remember seeing that back in August. Maybe it was there...

 

So I guess I am aggravated about two things:

 

- why can't I upgrade the warranty on a new machine? Just because it is from the outlet doesn't make it not new.

 

- why did it take a month and a phone call from me to figure it out? If hadn't called the order would have been in limbo forever.

 

The second-line rep I talked to canceled the order. If there is anything you can do, let me know,  and I will get you the order numbers.

 

Reply
Options

20986 Posts

12-20-2008

Australia, Melbourne

20622 Signins

444194 Page Views

  • Posts: 20986
  • Registered: ‎12-20-2008
  • Location: Australia, Melbourne
  • Views: 444194
  • Message 4 of 21

Re: extended warranty on laptop purchased from outlet

2009-09-25, 14:01 PM

@Mark_Lenovo would that extend to all countries around the world??? Is it possible that you tell us the motivation behind the policy change????

Regards,

Jin Li

May this year, be the year of 'DO'!

I am a volunteer, and not a paid staff of Lenovo or Microsoft
Reply
Options

5796 Posts

11-24-2007

US

12806 Signins

291235 Page Views

  • Posts: 5796
  • Registered: ‎11-24-2007
  • Location: US
  • Views: 291235
  • Message 5 of 21

Re: extended warranty on laptop purchased from outlet

2009-09-25, 15:23 PM

wrote:

would that extend to all countries around the world???


outlet products are currently only available for sale in the US.   therefore, this doesn't affect worldwide markets.

 

 

regarding the policy, the boilerplate found on the home page of outlet.lenovo.com reads as follows:

Last chance/ Limited supply details: These models cannot be reordered once they sell out. If we take your order on a product which sells out and the product can not be reordered, (1) Lenovo has the right to refuse or cancel any orders placed for the product, even if Lenovo has confirmed the order and charged your credit card; and (2) if Lenovo has charged your credit card but subsequently canceled your order, Lenovo will promptly issue a credit to your credit card account. All non-new PCs are fully tested to original factory specifications and carry a limited Warranty (1 year).

this should mean that new products sold through the outlet are eligible for warranty extensions.   this is what needs to be investigated.

ThinkStation P700      ThinkPad X1C7

Reply
Options

20986 Posts

12-20-2008

Australia, Melbourne

20622 Signins

444194 Page Views

  • Posts: 20986
  • Registered: ‎12-20-2008
  • Location: Australia, Melbourne
  • Views: 444194
  • Message 6 of 21

Re: extended warranty on laptop purchased from outlet

2009-09-25, 15:58 PM

oh good, because i got a T400 from a computer store which has a 3 years express warranty, i was hoping to extend it to 4 or 5 years next month. 

Regards,

Jin Li

May this year, be the year of 'DO'!

I am a volunteer, and not a paid staff of Lenovo or Microsoft
Reply
Options

3275 Posts

07-31-2008

Pakistan

1715 Signins

151632 Page Views

  • Posts: 3275
  • Registered: ‎07-31-2008
  • Location: Pakistan
  • Views: 151632
  • Message 7 of 21

Re: extended warranty on laptop purchased from outlet

2009-09-25, 22:31 PM

"outlet products are currently only available for sale in the US. therefore, this doesn't affect worldwide markets."

For the sake of clarity, they are also available in Canada:- http://stores.channeladvisor.com/LenovoOutlet-Canada :smileywink:
------------------------------------------------------------

Maliha (I don't work for lenovo)
ThinkPads:- T400[Win 7], T60[Win 7], IBM 240[Win XP]

IdeaPad: U350

Apple:- Macbook Air [Snow Leopard]
Did someone help you today? Compliment them with a
Kudos!
Was your question answered today? Mark it as an Accepted Solution
de.gif  Lenovo Deutsche Community   es.gif  Lenovo Comunidad en Español 
Visit my YouTube Channel

Reply
Options

7 Posts

08-28-2009

Boston, MA

17 Signins

90 Page Views

  • Posts: 7
  • Registered: ‎08-28-2009
  • Location: Boston, MA
  • Views: 90
  • Message 8 of 21

Re: extended warranty on laptop purchased from outlet

2009-09-28, 18:46 PM

> this should mean that new products sold through the outlet are eligible for warranty extensions.

 

From the Outlet FAQ page:

 

"Limited Warranty

 

All outlet PCs carry a limited Warranty (1 year). This Lenovo Limited Warranty applies only to Lenovo hardware products you purchased for your own use and not for resale. This warranty may sometimes be referred to as the “Statement of Limited Warranty ” (SOLW) in other documents from Lenovo. Additional warranties for outlet products are currently not available for purchase. The warranty is voided if item is resold or sold overseas."
I think the blurb on the front means that the refurbs are getting a full one-year as opposed to a 90-day or no warranty at all, but I don't think it implies anything about new computer warranties."


That said, though, I think it is foolish for Lenovo to not sell extended warranties on a new computer just because it is from the outlet. Lenovo is leaving money on the table for products that are no different than what is shipping from the factory every day. In my case - close to $300.

Reply
Options

7634 Posts

11-19-2007

US

10101 Signins

400183 Page Views

  • Posts: 7634
  • Registered: ‎11-19-2007
  • Location: US
  • Views: 400183
  • Message 9 of 21

Re: extended warranty on laptop purchased from outlet

2009-09-28, 21:17 PM

umassbound,

 

I agree - we seem to be linking to, or excerpting from our standward warranty terms and conditions rather than communicating a unique set of terms and conditions for products sold through the outlet.

 

I personally agree that not offering upgrades is both a missed opportunity, and a potential customer dis-satisfier.

 

Your opinions on this matter are helpful, and I appreciate your having shared them here and hope others will take the time to do so as well. 

 

Best regards,

 

Mark

Reply
Options

126 Posts

11-24-2007

Upstate New York

1181 Signins

6107 Page Views

  • Posts: 126
  • Registered: ‎11-24-2007
  • Location: Upstate New York
  • Views: 6107
  • Message 10 of 21

Re: extended warranty on laptop purchased from outlet

2009-10-02, 11:42 AM

I am also disappointed by this policy. I bought a refurbished T500 on 8/12/2009, fully expecting to extend the original warranty another 2 years. Granted I may have not read the fine print on the 'limited warranty' which I should have in retrospect. The bottom line is that I have bought several machines in the past from the Lenovo Outlet and have successfully extended the warranties. If I am no longer able to do that in the future,  there is no reason for me to be an Outlet customer. I don't see why even with a refurb a customer can't extend the warranty based on the original manufacturing date. 

Reply
Options

5796 Posts

11-24-2007

US

12806 Signins

291235 Page Views

  • Posts: 5796
  • Registered: ‎11-24-2007
  • Location: US
  • Views: 291235
  • Message 11 of 21

Re: extended warranty on laptop purchased from outlet

2009-10-02, 14:50 PM

harry, have you tried to extend your warranty?   if so, were you denied the extension?

ThinkStation P700      ThinkPad X1C7

Reply
Options

126 Posts

11-24-2007

Upstate New York

1181 Signins

6107 Page Views

  • Posts: 126
  • Registered: ‎11-24-2007
  • Location: Upstate New York
  • Views: 6107
  • Message 12 of 21

Re: extended warranty on laptop purchased from outlet

2009-10-02, 17:37 PM

Erik, good question. I ordered the "Mobile 1Yr Depot to Total 2Yr Onsite Warranty Next Business Day".

I'll post back with results in a couple of days. 

Reply
Options

7 Posts

08-28-2009

Boston, MA

17 Signins

90 Page Views

  • Posts: 7
  • Registered: ‎08-28-2009
  • Location: Boston, MA
  • Views: 90
  • Message 13 of 21

Re: extended warranty on laptop purchased from outlet

2009-10-05, 18:50 PM

My experience was that my order went into limbo - every time I logged on to check on it the delivery date had moved a few days into the future. When that date came the delivery date would move again to a few days in the future. I'm not sure exactly what has to get delivered for a warranty, but that is a different issue.

 

I finally called, and got to a 2nd-level support person, who couldn't figure out what the issue was. Until I said "I bought it from the outlet" and his immediate response was you can't extend the warranty on outlet purchases, and the only thing they could do was cancel the order. On the (very slightly) positive side, at least my credit card never got dinged.

 

Hopefully you will have better luck, but if you do I will be p***ed. I'm well past the 30 day window now.

Reply
Options

6 Posts

10-16-2009

New Jersey

59 Signins

355 Page Views

  • Posts: 6
  • Registered: ‎10-16-2009
  • Location: New Jersey
  • Views: 355
  • Message 14 of 21

Re: extended warranty on laptop purchased from outlet

2009-10-16, 17:39 PM

Just wanted to mention I just got bitten by this too, for my Outlet-purchased T500. The rep on the phone said this is a recent change in policy -- that the reps received an email a couple of months ago stating that "they" (Lenovo corporate, I guess) would no longer authorize warranty extensions for Outlet purchases. He said I could, however, wait until after my warranty expired, and buy a "post-warranty" which would comprise basically the same services as the return-to-depot extension I was requesting. The one-year extension would have cost $59; the one-year "post-warranty" costs $149.

 

I am definitely pi**ed that Lenovo quietly changed their policy without informing the affected customers! When I purchased the unit, I was given the impression that I had a year to upgrade the warranty, and nothing anyone said nor anything on the website indicated any different. It was true then -- not so much now. Any idea whether further policy changes are forthcoming? (My one-year warranty expires in April.)

 

Thanks

Dave

Reply
Options

5 Posts

09-06-2009

Minnesota, USA

9 Signins

121 Page Views

  • Posts: 5
  • Registered: ‎09-06-2009
  • Location: Minnesota, USA
  • Views: 121
  • Message 15 of 21

Re: extended warranty on laptop purchased from outlet

2009-10-19, 23:31 PM

Is Lenovo willing to do anything for those of us who have already ordered warrantys and they are sitting "In Process" with estimated ship dates that are over a week old?

Reply
Options

5 Posts

09-06-2009

Minnesota, USA

9 Signins

121 Page Views

  • Posts: 5
  • Registered: ‎09-06-2009
  • Location: Minnesota, USA
  • Views: 121
  • Message 16 of 21

Re: extended warranty on laptop purchased from outlet

2009-11-02, 5:29 AM

Any Updates on this? I ordered my warranty before I read this thread on 10/12, and it is still pending.

 

When did this policy change? I called the outlet and verifed they were extendable back in late July, then I watched the outlet daily until September when I finally found what I was looking for.

Reply
Options

5796 Posts

11-24-2007

US

12806 Signins

291235 Page Views

  • Posts: 5796
  • Registered: ‎11-24-2007
  • Location: US
  • Views: 291235
  • Message 17 of 21

Re: extended warranty on laptop purchased from outlet

2009-11-02, 10:37 AM

ThinkStation P700      ThinkPad X1C7

Reply
Options

5 Posts

07-29-2008

australia

9 Signins

53 Page Views

  • Posts: 5
  • Registered: ‎07-29-2008
  • Location: australia
  • Views: 53
  • Message 18 of 21

Re: extended warranty on laptop purchased from outlet

2009-11-08, 23:01 PM

whered y buy the warranty???

Reply
Options

45 Posts

12-04-2009

USA

108 Signins

1075 Page Views

  • Posts: 45
  • Registered: ‎12-04-2009
  • Location: USA
  • Views: 1075
  • Message 19 of 21

Re: extended warranty on laptop purchased from outlet

2009-12-05, 5:15 AM

I also would like to express my disappointment with this policy. I bought a NEW T400s from the outlet last week under the impression that lenovo still offered warranty upgrades on their outlet products. I don't see why lenovo takes a hard stance on outlet warranty upgrades. I could have gotten a new T400s at the same price with similar specs and 3 years warranty from a reseller but I I decided to by from lenovo because of my past experience with their top notch sales service. But when I got the system and saw that I can't upgrade the warranty, I have to say, I was pissed off. I don't  like the idea of having a first generation (and rather expensive) laptop that only carries a 1 year warranty.

Reply
Options

45 Posts

12-04-2009

USA

108 Signins

1075 Page Views

  • Posts: 45
  • Registered: ‎12-04-2009
  • Location: USA
  • Views: 1075
  • Message 20 of 21

Re: extended warranty on laptop purchased from outlet

2009-12-05, 19:46 PM

just to add to my above post, its seems like the t400s has quiet a few issues that are not being resolved or are being resolved very slowly. T400s laptops NEED an extended warranty! Come on Lenovo....change your dumb policy

Reply
Options

5547 Posts

06-27-2008

US

28442 Signins

1626512 Page Views

  • Posts: 5547
  • Registered: ‎06-27-2008
  • Location: US
  • Views: 1626512
  • Message 21 of 21

Re: extended warranty on laptop purchased from outlet

2013-03-16, 6:09 AM

Community GuidelinesSearchPrivate MessagingENDEESPTRUUACZ-SKTRMoto
PM requests for individual support are not answered. If a post solves your issue, please mark it so.

I am not a Lenovo employee

Reply
Forum Home

Community Guidelines

Please review our Guidelines before posting.

Learn More

Check out current deals!

Go Shop
X

Save