Can I return thinkpad laptop to lenovo with full refund because the display does not work?

I ordered a thinkpad t400 on their website, however when I got the laptop I found its display does not work -- there is totally NO VEDIO. If I connect it to desktop's display, the vedio shows.

I ask them to return it, however they want to charge me 15% restocking fee. It is rediculous.
I also can't understand their return policy:
"Lenovo will accept the return or exchange of a product in its original, sealed package (except gift cards) for a full refund in cases of Lenovo error. Returns allowed for any other reason will be subject to a restocking fee equal to 15% of the purchase amount. All returns must be initiated within 21 days of the invoice date. Lenovo does not provide refunds or credits for portions of a packaged offering provided at a single price or for preloaded programs installed by Lenovo. For service and warranty issues, contact warranty support at 1 800 426 7378. For inquiries relating to third party (non Lenovo) products, contact the third party directly."

What is the definition of "lenovo error". Sending me a bad product is not their error?
This company has already driven me out of mind.

 

I understand the frustration. It used to be you could return any ThinkPad with no fee or a reason. They even picked up the shipping as I recall. People abused it(I'm not saying that's the case here), ordering three or four machines, keeping the one they wanted while returning the rest. I think the policy is a by-product of the abuse. Just as Costco no longer allows life time returns for electronics. There's probably no real right answer. If you're too lenient, people abuse it. If you're too strict, people like yourself who get substandard machines get caught up.

I would call back and re-iterate your case. If they give you the run around, ask to speak to a supervisor. Be firm, but polite. I've always found that to work best. If that doesn't work, you could try the CC company. That may offer you some recourse. As a last resort you can try the BBB, but hopefully it won't need to come to that. Good Luck.

 

Thank you very much~By the way, what is CC company and BBB?

 

CC: CreditCard
BBB: BetterBusinessBureau

I guess you are not in the US, so forget the BBB

 

credit card, better business bureau

 

If their outsourced script-monkeys can't/won't help you definitely submit to BBB and/or CC.

BBB - The American workers with more power will most likely help you out.
CC - The CC company will undoubtably help you.

Either way there's no way you should/will pay that restocking fee.

 

I'm in the US, exactly

 

p4xiaohan,


Sorry to hear that you've gotten the run around. Here is the way it is supposed to work. If you have an out of box problem with your system, Lenovo requests that you call technical support at 800-426-7378 (for Think) or 877-453-6686 for Idea, and do basic problem determination to see if it is a setting change or simple part (battery, AC adatper, mouse, etc) that can be sent to resolve the issue. You should get a case from tech support.

If the issue can't be resolved over the phone or with a part, you will be given the option for service. While the thought of servicing a new system is certainly not ideal, it can often be the fastest way to get up and running.

If you don't want service, and just want a refund or exchange, then you will need the tech support case number, and provide that to sales when you call sales back and request the refund / return. If you have the service case number they should waive the restocking fee and provide you the RMA#.

Please give this a try. If you still have trouble, please send me a PM here or on Lenovo's forum with your sales order number and I'll lend a hand.

Sorry this has been your experience so far...

Thanks for speaking up about it!

Best regards,

Mark

 

thank you very much~

 

Hey.....it nice to see Lenovo (mark) keeping an eye on the board.

My personal dealing's with Lenovo have been top notch.

ZERO complaints.

Drake

 

I actually called Lenovo the other day in regards to flex in the palm rests (I had seen a video review of the T400 showing some extreme flex in the palm rests) to see if that was a known issue that had been corrected, and also if they had corrected the issue of the Thinklight shining in your face instead of on the keyboard.
The rep knew nothing of either issue, but he told me that if I was unhappy for any reason, I could return it in X days (15?) for a full refund. Mentioned nothing of a restocking fee. (but I kind of expect there to be one in this day and age) But it wouldn't surprise me if that is no longer valid like it's been stated here, and he was just not aware of the change.

 

Hope u won't get a bad one~When I ask them to exchange or return the machine, they just gave me 2 choices: 1.send it to them to repair it, only if they can't repair it, I can go further topics. 2.return it with 15% restorking fee.

That's ridiculous, how should I return a defective product with charging restorking fee. And I send this new machine to them for repairing, why didnt I bought a refurbished one, that could be much cheaper.

It is more ridiculous about their interpretation of their return policy.
"Lenovo will accept the return or exchange of a product in its original, sealed package (except gift cards) for a full refund in cases of Lenovo error."
They said if I opened it, it is no longer in original, sealed package. Even this product has defect, they would charge me 15% resrocking fee. How can I know if the product has problem with out open the package? And it seems that send me a defective laptop is not their error.
I feel very frustrated about this.

 

Didn't mark_lenovo offer to help you with this matter, if Lenovo service insist on the 15% restocking fee?

 

I'm waiting for his help. Hope it will work~

 

Forget the sales contract. This goes to warranty of fitness for a particular purpose. You paid expecting video and got none. Be firm, get all help ie CC and BBB and push hard for a full refund or a new one to be shipped to you even if you have to wait. Nothing like getting a refurbed LCD when you paid for new. I would be livid and so should you. Analogy, you bought a new car but it doesn't start. The dealer says we can put a prior year refurbed engine in it and change the odometer and its like new. Would you accept it or not?

 

yep, the mark@Lenovo said he will help, and I sent a private message in Lenovo community two days age and haven't got any reply from him.
I will continue to contact with CC and BBB~

 

Mark is a busy guy with a lot of requests for help queued up. Wait your turn.

In the meantime, did you follow the instructions he gave you to get it resolved through normal channels, or did you just immediately send him a PM?

 

I did as what he told me to do. But it is not useful~

 

Well, rats!

OK, if I were you, I'd give Mark until the end of the day Tuesday, and then, I'd ping him again if I hadn't heard from him.

 

Escalate the issue to a manager and if necessary, make an official complaint...Be very assertive yet polite. That's how I got on-site repair.

 

that's what I did~

 

I've complained this problem to their manager. However, he do not allow me to exchange or return it with full refund. He asked me to repair it. Why should I have my laptop to be repaired before I even haven't use it. Also, I ask him, what if some other problems arise after repair, what could I do. He answered without shame: "That's why we have warranty."

I'm very disappoint to this brand~

 

No replacement for a new one? This is horrible. Maybe I should wait for Dell/Hp's answer to W510.

 

You should have it repaired if you want to use it. If you actually need the machine to work on you would want it to be fixed and usable rather than having to go through the wait time of a refund and getting a new unit out to you.

Of course I still think Lenovo should allow you to return it since it wasn't functioning. But the manager is correct regarding future issues. That is what a warranty is for.

 

Future issues? he's right.
But I certainly don't understand why there could be no replacement for a DOA?

 

Call your CC, explain your situation, and they will issue a chargeback.

 

Either he's rude or firmly believes that you broke it once you received it. Talk to another manager.

 

Or he could just let Mark take care of it as he offered to do upthread.

 

I personally strongly recommend that~

 

If this happen to u, until the issue was solved, u wouldn't believe that.

 

They said they can repair it and they have warranty.

 

You ordered a new car with certain colors and accessories. The dealer calls you. You take off from work, skip lunch, blow off everyone, take the bus (requiring serveral transfers) and then a 5 mile walk to reach the dealers lot sitting under a freeway ramp in a bad part of town. The car is just as ordered. But it has a broken windshield because the sales people were playing baseball in the lot and goofing off in other ways. The manager says they will fix it and you must take the car off the lot or they will charge you a restocking fee. Like a wimp you say OK let me sign the papers and drive the car off the lot. lol. BTW its absurd.

 

Yep, that's is the awkward situation I'm in. Because I paid the money, they can do everything they want.

 

I would not believe what? I would expect Lenovo to fix the machine. If it was up to par, I would use the machine. If a problem cropped up in the future, I would utilize the warranty on the machine.

If you want to simply get a refund of your money you can go through your credit card company. But if you actually want a usable machine having them fix it would be the quickest way vs ordering a new one and trying to be reimbursed for the past order (takes a while).

 

You shouldnt ask the guy to do something you would hesitate to do. Plus some of us when paying money get high utility out of a new product in perfect condition and as ordered. You are more wired to just get something working. More likely to accept replacement of the entire transmission with a refurbed one on a new car, etc. For some of us, being aksed to accept that and then being stonewalled and treated with indifference is audacious and offputting. Shaka.

 

How can I ask for reimburse?

 

I don't understand, why don't you just fix it? Problems can arise anywhere from day 1 to the last day of your warranty and either way you face down time, and the possibility (possibility, not certainty) of a replacement machine rather then a repair. Stop comparing laptops to cars, the warranty we are all buying clearly states the repair/replacement policy. These warranties are nothing like what you get with a car, I completly fail to see the relevance of that comparison. Why not just send it in and see what happens. Hopefully, you end up with a machine that functions fine and all these complaints are un-justified.

 

The warranty is exactly what we get with a car.

Problems can arise with anything at anytime, but the point is he paid for a NEW product.

It is DOA. If repaired under warranty it will be repaired with USED parts.

 

My point is that the language used in a car warranty is completly and utterly different then a thinkpad. There is NO comparison. It's also incredibl flawed to assume that all fixed laptops get fixed with used parts. Show me your proof on that. All I'm saying is give the documented flow a chance. Don't yell about it not getting fixed and being replaced with a refurb when you aren't even trying. All that's getting accomplished ab the present is a big fat nothing. So just send it in and see what happens first. If you get back something unacceptable, THEN complain.

 

We have said in the thread to contact your credit card company if you don't want lenovo to bother fixing it.

 

The way I see it the original poster faces the following decision: Try it Lenovo's way, which may very well be the least hassle and if Lenovo hold's to their end of the warranty agreement should result in a happy customer, or he can pursue a refund through other means which could lead to a long drawn out fight.

Maybe it's worth trying Lenovo's way first, but maybe not. Ultimatly that's his decision.

 

The problem is that I used my debit card to purchase the machine~the bank may not accept the case~

 

If I get back something unacceptable, who will listen to me? Will Lenovo take the responsibility? Or can you help me to handle this problem?
Obviously not, they will only ask you to repair it. The manager have told me "That's why they have warranty."
It company's responsibility that retrieve defective product. Lenovo's error is that he rejects to take this responsibility.

 

I guess I just don't understand the reasoning. You won't even give them a chance at fixing the problem. To each his own though. Good luck in getting your refund. Hopefully you end up happy with the outcome.

 

The way to fix this problem is an exchange or refund.

 

He's entitled to a refund under fair business practices. One should not get a defect out of the box. To say otherwise is absurd.

 

Part of the lenovo sales contract states that Lenovo can at their discretion replace or repair the DoA laptop, so it would be up to Lenovo to decide what they want to do with this laptop.

 

Yep, the Lenovo policy on this is pretty clear. I'm still shopping but I am fully aware of their policy, they state it before you buy. I believe sales even explained it to me when I spoke with them. You are right in that he's entitled to a WORKING machine. I've spoken my case for the OP to try and get it fixed through Lenovo's desired means however it's his decision to attempt other means, and that's his choice.

 

I bought a T500 from the Lenovo outlet. It arrived damaged (cracked side and smashed USB port). I called Lenovo, and they asked me to email some pictures of the damage. They confirmed the laptop was damaged and sent me a shipping label. I got a refund to my credit card about 5 days after I shipped the laptop.
The process was smooth sailing. I ordered a brand new T500 the day I got the refund.
I have no complaints about ordering from Lenovo. Well, other than the weird online shipping updates.

 

1. I paid my money for a BRAND NEW MACHINE, I supposed it should be working at the moment when I got it.
2. I don't know what is ur case. However, display is a major part of a laptop, Lenovo don't promise me anything except one year warranty.
3. THE MOST IMPORTANT: I already have not any confidence about Lenovo's credit. I try to evaluate thinkpad T400 on their website as review. However, my review does not show up. Lenovo will cut down most of the bad review from customers. And the review for T400 will be always 4 STARS.

It's hard for me to believe that some of the good reviews of their product were not fabricated by themselves, and somebodies are very active and try to protect and extol LENOVO without stop is not working for LENOVO.

If u are a fanatic of LENOVO, go ahead. However, I will recommend everyone around me NEVER buy anything from LENOVO~