Lenovo - How Do I Claim Warranty Service?

Lhashash on 09/09/2021 - 16:09
Last edited 09/09/2021 - 17:38 by 1 other user

I thought I would ask the Ladies & Gents here for advice about the very useless, recalcitrant Lenovo laptop company.

I bought a Lenovo Laptop (Thinpad E2), direct from Lenovo, that I actually found on OzBargain about 2 months ago.

The laptop was fine until three weeks ago, when the G,H, Y key doesn't work at all; and occasionally the "Q" key gets stuck and keeps going as "QQQQQQQQQQQQQQQQQQQQQQQQ"….off the screen, where I have to restart.

I am now using an external keyboard.

I have Extended Warranty that I paid Lenovo to cover such a situation, and paid for site visits by technicians to my place of work in Hornsby (Sydney metro).

Instead of just ordering a technician to come over and be done with it, the Filipino support team just keep going in circles - update the BIOS, update the drivers, send up a pic, update the BIOS, update the drivers, send a pic of the keyboard, etc

I have done all this many times and keep telling them that it's a "Physical fault, please just order a technican".

They keep ignoring me & now it is apparent they refuse to do anything. I can now see why Lenovo's are so Cheap and where they cut corners. I sure won't be buying a Lenovo again and I suggest others don't either!

Has anyone had success in claiming the Warranty service with Lenovo?

How do you escalate the issue with them?

Have you gone to NSW Fair Trading, and if so, What did you say to get them to service the machine?

Any advice would be appreciated!

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Comments

  • Jimothy Wongingtons on 09/09/2021 - 16:15
    +2

    1. Bikies.

    2. I've had nothing but good times with Lenovo laptops. Did you ask to be put through to a supervisor?

    • hashash on 09/09/2021 - 16:24

      Yes, and they said "No Supervisor is here right now. I will get our Supervisor to ring you back."

      Of course, no-one rings back.

      • Kaz0551 on 09/09/2021 - 16:25
        +2

        The supervisor told me if I wanted it fixed I'd have to pay for it. Ha!

        • hashash on 09/09/2021 - 16:26
          +1

          Lenovo is owned and headquartered in China by the Chinese, this must be how their Customer Service works (or rather, doesn't work) in China.

          At least you got a Supervisor! LOL

          I didn't even get that.

          • Jimothy Wongingtons on 09/09/2021 - 16:30
            +2

            @hashash: i love to take any chance to say F the CCP.

            • hashash on 09/09/2021 - 16:33
              +1

              @Jimothy Wongingtons: Agreed there, mate! If I could buy a laptop made elsewhere than China, believe me, I would.

              Brazil was making laptops at one stage?

  • Kaz0551 on 09/09/2021 - 16:23
    +2

    They didn't want to fix a problem they caused. 72 hours after contacting Fair trading they said they would fix it free of charge.

    • Kaz0551 on 09/09/2021 - 16:24
      +2

      I relayed the crappy service history in the Fair trading ticket with all relevant support case codes.

    • hashash on 09/09/2021 - 16:25
      +1

      Thanks.

      I will do this too!

      • Kaz0551 on 09/09/2021 - 16:27
        +1

        Experience. They've repaired it 3 times under warranty and said the last issue was out of warranty billable fix.

        Just got it back today (free) and the work history said they had left the tape on the part they replaced 15 months ago … Useless.

        It's going back again as they didn't check their work and it's still shit.

        • hashash on 09/09/2021 - 16:28
          +1

          WOW! That is SO shoddy!

          Who is the Repair company in Sydney for Lenovo laptops?

          Lenovo obviously subcontracts to them.

          Can I just contact them directly and get an RMA instead of dealing with the idiots in the call-centre?

          • Kaz0551 on 09/09/2021 - 16:31
            +1

            @hashash: I have been getting fixed by Lenovo repair centre… I think. I send it to them and it comes back from them in less time than it would take to send to a 3rd party.

            • hashash on 09/09/2021 - 16:36

              @Kaz0551: I can't find their direct repair centre.

              Where did you send it?

              Their site only lists two repair companies:

              https://support.lenovo.com/us/en/partnerlocator

              QSL

              14.49 KM

              Unit 11, Slough Business Park, Silverwater Rd, Silverwater NSW 2128,Sydney,,

              Working Hours
              Mon - Fri 9:00 - 5:00 pm
              Phone Number61287672200
              Premises TypeNo Walk-In
              Mobile Mart

              16.31 KM

              4/24-27 Crescent St, Holroyd NSW 2142,Sydney,,

              Working Hours
              Mon - Fri 9:00 - 5:00 pm
              Phone Number1300349366
              Premises TypeNo Walk-In

  • bobokingdom on 09/09/2021 - 18:29
    +1

    Is it possible you have accidentally spilled some liquid on the keyboard?

    • hashash on 10/09/2021 - 09:04

      No.

      • bobokingdom on 10/09/2021 - 09:18

        In that case, why not just do whatever they said? Your Thinkpad comes with Lenovo Vantage, running it will update all the drivers + firmware(BIOS) all in one go. To be fair, it cost $$$ to send a Technician out, I am surprised they didn't ask you to restore the system.

        • hashash on 10/09/2021 - 09:38

          I did everything they said. I updated the BIOS. I updated the firmware. I don't mind reformatting my laptop, if they ask.

          They keyboard has a physical fault.

          I paid extra for On-site Warranty coverage and I expect it.

          Anything else is just an excuse!

  • Heaps for Cheaps on 09/09/2021 - 18:32
    +1

    Click your heels together three times and say 'Lenovo, fix my laptop'

    or is it 'Dr. Bombay, come right away'…

    One of those

  • hashash on 10/09/2021 - 09:42
    +1

    Update: Lenovo have just replied this morning and gave me the typical "COVID Excuse" a lot of other businesses give to cover up their very bad lack-of Customer Service (like Telstra):

    "Because of COVID, our technicians are not visiting sites. You have to send the laptop back to our Customer Service Centers. We will organize a parcel to send it back to us."

    I've just given them my address.

    Moral of the Story: Don't waste your money on paying for any extra Warranty options with Lenovo in Australia, you will waste your money for nothing!

    • bobokingdom on 10/09/2021 - 10:09
      +2

      Did you ask them whether they can refund you for the On-Site Service? I think it is fair for them to refund if they can't provide the service.

      BTW, do you think you want a stranger to visit your office? (especially the case numbers are raising in areas around Hornsby)

      • hashash on 10/09/2021 - 10:18
        -2

        Actually, you're wrong.

        The lowest number of cases in Greater Sydney are actually in Hornsby LGA and they're NOT growing here.

        And, yes, I don't mind if they come here and fix my machine. He/she can wear a mask and I can wear a mask, and I will distance, and I'm fully Vaxxed, so no problem at all.

        If they really wanted to help, there's always a way.

        One can always find excuses not to do something. Lenovo are using the "COVID Excuse" not to do the work, simply because they want to save money.

        But that's a good idea, to get a refund for the Extra Warranty. I'll ask them.

        • bobokingdom on 10/09/2021 - 11:02

          There are 88 cases with 42 unknown in Hornsby LGA during the last 4 weeks (still 10x higher than Mosman). When I checked 2 weeks ago, it was 41 cases in the past 4 weeks. So it did double the cases. Anyway, stay safe and good luck! (Next time, buy a Mac, then you can bring it into a store or service center.)

  • TheMills on 10/09/2021 - 12:31
    +1

    I had the service issue with Lenovo as well. Yes, its terrible. Just keep nudging them. Keep raising the issue again and again. It took me 1 year for them to organise a pickup and replace the touch-pad. However, the issue is still there. I have given-up.

    The community down voted me when I tried to raise the awareness:
    https://www.ozbargain.com.au/comment/10712743/redir

    • hashash on 10/09/2021 - 16:21

      Now, I understand what you mean.

      Lenovo's are cheap because they offer NO Warranty.

      Zip, zilch, nada. And don't pay extra for any other Onsite Warranty or otherwise. They just won't come over.

      Assume when you buy a Lenovo laptop, you need to throw it out if anything goes wrong with it.

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