At what point am I entitled to a refund or replacement?

First of all this post isn't aimed to insult Lenovo, but rather feedback from consumers. I have had nothing but problems with my x100e. It has been to repair a total of 5 times and is completely dead again.(Motherboard failure I believe.) At what point does this become unacceptable and warrant a refund or replacement? The last time I called for a repair I brought this up with multiple support people and everyone said "we don't do that" or "We don't see why you're asking for one". As a college student I bought this laptop for school work only. For me, not having this laptop means not having it for school work and traveling home to get the y460. I love the x100e to death. I did a review on this every site and I gave it a positive review and still enjoy it.(As long it doesn't break every other week.)

Am I the only one who has a problem on what is going on? Lenovo doesn't see it. I would love to here feedback on what you guys and gals think. I just feels like I'm being ignored by Lenovo and they are downplaying the seriousness of the situation.(Maybe they just don't understand it.)

Am I in the wrong?

~350

Just as a side note. I treat all things that I own with respect. I don't work on a construction site every day in the summer because I think it's fun...

 

Post on Lenovo's forums. There are Lenovo employees (eg. user 'Mark') there who usually take care of such issues swiftly.

 

Better yet, PM [email protected] over on the Lenovo Forums and explain the situation.

 

Just sent Mark a private message, so hopefully he will reply.

Just to add... I just got the laptop back today from a SWAT repair(Don't know if that is the right thing. It's like a upper level repair.) and the laptop is completely dead after 30 mins of use. That on top of screw ups with the repair center and failing parts. Just plain sick of it and tired of talking to people on the phone that seem to care less or don't understand me.

 

Frankly I've always had very poor service with depot repair. Even if the failed component (like motherboard) was replaced it invetibly came back with problems it didn't have before going in, like misaligned case parts, etc. If there's any warranty work required these days I take it to a local Lenovo repair center. Fortunately the one by me has been good and has a turn around time of a few hours.

 

This is the problem with the depot repairer which is chosen by IBM service, whom operates the Lenovo warranty. AFAIK Lenovo don't really choose the depot repairer.

I have had a shocking experience with Melbourne's Bytecraft depot repair center.

 

Well, in case with my R400 it seems that Lenovo knew about my laptops problems because after only one repair attempt which failed to solve build quality issue they offered me replacement without even offering another repair.
Forum member lines_of_flight had the same problem with his laptop last year and he got it replaced eventually, his case was long before I bought mine.
Tho my laptop was brand new and I reported issues right away but it did take some 3 months before I received my replacement machine, luckily my R400 was functional for this time so I wasnt left without laptop, otherwise I would be really helluva pissed.
So, stand your ground, be firm, polite and see if you can convince them into replacing your x100e with x120e

 

vēer: How did you go about getting a replacement or different machine. Phone, web, etc.? I've tired the whole phone thing and it is not working out in the slightest. Just waisted time. It would be one thing if the machine was still operational, but it is completely dead, again. I don't really want a x120e as Lenovo still has some slight heat issues and won't be out for a while. I just want my money back. I'll still buy from Lenovo even though this situation should have made me never buy from this company again.

 

^^^ Polite.

Money gone. Multiple repairs. Lenovo in denial mode. Laptop not working. Waiting for months.

I'm not suggesting that you yell obscenities. But to practice patience and politeness, I'd rather join a monastery and be a monk.

 

We don't take kindly to bypassing the language filter here. I'd suggest you keep that in mind.

 

I am being polite as possible to everyone that I talk to. I was just wondering what way will get me the best results. Mark sent me an email back, but he has to look at the case and know what is going on before moving forward.

 

Since there is only one person I could talk on the phone with from local Lenovo/IBM service center and that is a girl-receptionist and other people I could talk in my country (because only Lenovo/IBM people available here are those at IBM service center, nobody else) with were repair men I was left no other choice but to ask for assistance/help from NBR forum members.
I was directed towards JamesZ who is member on these boards and he contacted me, I gave all info requested and thats where it all started to move forward into positive direction.
First email exchange with JamesZ regarding issues and whats being done from Lenovos side to work them out.
Then I got call from regional (European headquarters as I understand) customer complaints specialst informing that my laptop is going to be repaired.
Then I brought it into IBM service center, they changed parts but fixed only LCD cover issue my laptop had, they didnt fix(faulty laptop so even after parts were replaced issues remained) flexing palmrest and hdd cover+keyboard came back from service flexy and other minor complaints regarding work done by IBM.
So I emailed Lenovo James again saying that it hasnt been fixed 100%
Some 1 or 1 and a half day later I got a call from the same regional customer complaints specialist informing me that my laptop has been authorised to be replaced free of charge. At first I was offered inferior replacement (offered me L412 for my R400). I replied that there are some things missing in L series that I bought my R400 for and the next day I was offered T410.

It took them a while to deliver it tho, due to Xmas/New Year but eventually I got my replacement laptop.

 

Looks like the advice is to be persistent. So far Lenovo's solution is continually sending it to repair and I'm waiting for Mark to reply.(I'm sure is busy with these types of cases though.)

Anyway...vēer, thank you for the explanation and I'm glad Lenovo has done right by you. Hopefully they can also help me out.

 

Mark's inbox count usually runs in the triple digits, so be patient.

 

I wonder had many people have troube with their X100e as I bought one for my gf and she has been having trouble with it. The first time it video card was a fault since the screen turned blueish. I got it back. I noticed they did not connect it properly since the microphone wasn't working since I got it back. And I still have issues with the screen which I believe has to due with the HEAT that it creates. The fan is constantly on even if doing light work.

Hopefully you can get it replaced with the X120e. So far it seems to solve all the issues with the X100e

 

^^x100e isn't the greatest product that Lenovo has released, but it happens. There are a ton of people with a wide variety of problems from heat, motherboard issues, wireless card, etc. No product is prefect but x100e seems to have a ton of problems.

As I said before, I'm not sold on the x120e. Some the few reviews of it said there seems to be some slight heat problems and said the fan works overtime to help maintain a cooler operational temperature.

I wish Lenovo would give me my money back and allow me to purchase a like system from them. But we will see next week what happens...

 

Having done reviews for NBR, you get it for a couple weeks and then it goes back. They're a good first impression, but it's not like living with it every day. So far from the reviews I've seen, they've either commented on the heat or the loud fan, which are two big livability issues. I hope AMD get's their mobile plan together to give Intel some real competition. They don't need a ton of performance, especially for a notebook like the X120e

 

Well a fan working overtime means the bearings will go out sooner, possibly resulting in an overheating notebook which means more issues down the line. But not to derail this thread anymore;

AboutThreeFitty, let me know how Lenovo takes care of your situtation, as I have been looking at other vendors for business notebooks, interested in Lenovo. Normally that many repairs with a Dell notebook and they would have sent you a replacement.

 

I will. I can tell you that repairs are done with speed when you have the standard warranty.(Depot) Phone conversations are generally alright, but a problem like this tends to take a long time and you get transfered about thousand times to other people. In short, it seems to be luck of the draw. Some people have great experiences while other are left in the cold.

Zaz- I never really thought of reviews like that. It's more like an initial impression more than anything. I strongly believe that long term heat of this machine has began to destroy it. But I know next to nothing about the internals in laptops, so I shouldn't have a say in that.

 

Well depot repairs done in a gusto generally aren't done properly unfortunately, being a bench technician I can assure you of that. I know about being transferred, dealing with Dell consumer issues is not fun at all lol. Thank goodness for email.

 

Well one of the people I spoke to on the phone has given me an offer.(Craig)

Edge 14
AMD Turion II X2 Dual-Core P540 (2.40 GHz)
500 GB 7200 RPM
4Gb of Ram

OR

Buy any other Lenovo and pay the difference anything over the price of $530. I just don't know if I can use a coupon or not. I wanted a portable laptop and the Edge is thinker and heavier than my y460 but it's stronger/more robust.

Regardless Lenovo has done right by me. It took a while and was extremely frustrating but hopefully I can finally have a reliable laptop for school.

I would still like to hear peoples' thoughts on what I should do. I do have a couple hundred $$$ lying around, but would rather not spend it.

Edit: Anyone know about heat and battery life with the AMD Edge 14(6 cell battery)? I can only find Intel reviews...

 

Well that's good to hear, but isn't the Edge a 14" notebook whereas the x100e you had was 11.6"? Not exactly a close replacement?

 

That is exactly my problem. I bought the x100e for it's small footprint and low weight. I believe the reason they offered it was due to its price. Both sell for around the $550 mark.

 

I would try to get the x120e, the reviewers havent made it explicit the so commented heat flaw (lack of real numbers instead of only personal impressions)

and it fits your foot print and the price range also. otherwise a good outlet x201 is an option

 

I'm assuming by your bad experiences with the x100e that you wouldn't opt for another one? As stated above, maybe go for the x120e but the heat and who knows the reliability of a model when it first comes out..

 

^^

Still a little warm IMO and laptop hasn't been out long enough for people to know its flaws. Plus, didn't the release date get pushed back for USA?(March something?)

I'm just not going to take the risk. I took a risk on the y460 when it came out and it has been the best laptop that I have ever had. But since I'll be using this laptop for school, I'm not leaving anything to chance. I just wish I could find a review on the AMD Edge 14 to make a better decision. If the Edge 13 was still around I would jump on that in a heart beat.

 

Even if the footprint is larger than the X100e, I would recommend you to get a X201. (Much) better quality and performance overall and better thermal design. The previous X200 would be a great and superior alternative as well, but I assume the 'over 530$ offer' doesn't apply for i.e. laptops available at the outlet.

 

I'll second the x201 if you want a small footprint especially if you can get a good deal on it (if you are based in the US that is).

 

There is no doubt that the x201 is one of the best ultra-portables on the market today. But the cheapest one on the site is $900 and I'm not spending that kind of money for it. I can't buy from the outlet due to my warranty being the same date as when I got my x100e and you can no longer extend the warranty on outlet items.(Correct me if I'm wrong.) The only other choice is the u160 for $650. Not the best, but it is the same size as the x100e.

I'm making a choice by the end of today. The Edge 14 isn't what I wanted, but I should be thankful Lenovo has tried to help me and not try continue to fix x100e that eats motherboards every other week.

 

Right I am reading that if you buy from the Outlet you cannot extend the warranty which in my opinion is not a smart move on their end. Given your situation, I would just bite the bullet and take the Edge 14, and see if you can talk to a rep and get an extended warranty on it...

 

You can extend the warranty, but you must buy an out of warranty extension, which is more expensive. I guess it's the cost you pay for getting something cheaper.

 

Are those 530$ the price you paid for your x100e?
I wouldnt take Edge 14
What I would do is politely reply them in email form informing them why exactly did you buy x100e in the first place and list things that Edge 14 is missing that made you buy x100e in the first place.
I was offered L412 as replacement for my R400 which to be honest was inferior offer given the specs my R400 had, only advantage L412 had was dedicated graphics, the rest was subpar - build quality, screen resolution, upgrade possiblities etc. So I pointed out things that made me buy R400 over other laptops in the first place and without any trading I was offered T410, because there simply wasnt anything equivalent to R400 in Lenovos lineup and still isnt
It can help you trade for better deal, youre the one that has suffered from problems with Lenovo's laptop so they have to compensate somehow all the hassle youve been through.