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

Well of course you should use 3rd party reviews and always be critical of manufacture statements/reviews.

Have you contacted your bank...
You and a couple others here keep focusing on the fact that lenovo should deliver you a new product and otherwise is not acceptable. I agree, but the reality of it is you just need to deal with your situation.

If lenovo is not being helpful to your needs, go through your bank. Complain to Lenovo at a high level (corporate customer service, etc). You keep saying you're unhappy so just handle the situation so you don't have to deal with it anymore.

If you really dislike lenovo from all of this, that's fine. Just seems like you're dragging it out when you already got lenovo's solution, which you are not happy with.

 

p4xiaohan, I really don't want to argue with you, I just wanted to offer my view point since you came on here and asked. I just don't assume sending it in will mean getting a used junker of a machine like everyone else has assumed. As I said, good luck with whatever method you pursue, I mean only the best.

 

That's pretty much exactly how I feel. I would also agree that in principle, Lenovo should issue a full refund or send a new machine ASAP, but that's just not the way it is. I'm focusing on, how do you get a working machine in a condition acceptable to you as fast as possible, and when I think along those lines, a little cooperation with Lenovo seems to make the most sense to me. I will continue saying it however, I hope you find success with whatever path you choose.

 

Industry practice for warranty repairs is often to use refurbished parts. The fella paid for a new NB. So he ends up with used parts of questionable quality.

If Best Buy did this to you would you accept it if they took used parts and replaced the defective one on your new computer puchased from them? If it happened to me, I assure you the store manager would not leave the store without a new for new replacement or refund in cash.

To the OP, you need to take action now and go offensive ie "atom bomb nuclear option" on Lenovo with local and national media, BBB, CC company/ bank, etc. to punish them with no mercy whatsoever. When your 30 day period is up for returns they will probably say you waited etc. Tape your calls to tech support. Take notes. Get them to say they refuse etc. When a company jerks a customer like this the reposnse should loss in market share. Don't be afraid to push the button.

Forget the people suggesting the warranty option. They all work for Lenovo and might be paid to post on this board. lol.

 

They would use refurbished part only when the new part has been used up.

 

I've had several machines repaired under various warranties through HP, Toshiba, Dell, etc... and have never received what I would consider a used or shoddy part. Consider for a moment that the "atom bomb nuclear option" just might create more of a problem then it's worth. I would maybe agree with you if the machine had been sent in, and came back in an unacceptable state.

 

We are setting up a formal complaint for Han - I apologize to him for the delay. He did contact me last week and followed up on the 30th. I expect this will be sorted out directly.

I believe Lenovo should provide consistent service for all customers, and if the customer has a DOA, they can elect to return for a refund after contacting service and doing sufficient problem determination to confirm the defect. In such cases, this is a Lenovo fault, and the re-stocking fee should be waived.

However, I also think there has been some very reasonable advice offered here - that in many cases, a repair may be the fastest way to resolve such a situation. Certainly in the case of a removable component - a battery, AC adapter and the sort, it really would be best for all if we could ship the replacement part through service.

Mark

 

Mark with all due respect the part in question was the LCD, about 25% to 50% of the value of the entire machine on a bill of materials basis. The OP should not have to negotiate with sales or tech support for action. It should be without question even if its not your formal "written" policy. Of course some policies are designed to curb abuse but in this case, the OP could not even be heard properly without him airing it out here and begging for assistance from strangers on a board. From a company perspecive that is just not a good way to run a business that that has an enamored brand in tech with unquestionably the #1 notebook line. IMO, its too bad the threat of him pushing the button finally resulted in action and then damage control appear. What it shows me is one has to play hardball from the get go. Most people are not even interested in that. They just want a smooth purhcase and delivery of a product with good build quality and has gone through QC. Even with Six Sigma, one can get a bad product on occasion but the interface with the customer needs improvement based on this case alone. BTW I suggest you study a store like Costco and their return policies and customer service. May not be as lenient but at least there should be some respect for cusotmers who have legitimate problems. lol.

 

I wish Costco had the full Thinkpad line. They do have the sl series sometimes though...

 

I've been following how Apple handles a defect in their LCDs..........

http://www.macworld.com/article/146005/2010/01/imac_yellowing.html

By hillstonesSat Jan 30 16:44:55 PST 2010Reply to this commentAn update on my prior post with the display anomaly in the upper left corner:



I just returned from the Apple Store in Northridge, CA. Top notch service! The iMac 21.5 was purchased at the end of December from Amazon. No worries, full warranty. I described the problem to my Apple Genius (made an appointment). Described the display anomaly as a gray cloud branching out in a fractal pattern. The other genius next to her says, "Oh, I gotta see that!" She turns on the iMac (in which the anomaly appears instantly) and says "Oh wow, look at that." She said she has seen it before and described the problem as a defect with the power supply, which resides in the upper left corner behind the display. She said over time, some type of material (can't remember what she called it) breaks down and causes the display defect. So she goes in the back to talk to the service guys. She comes back out and says, "Even though you didn't buy the iMac from us (Apple Store)..." Now I am thinking, "Now what?" She continues and says the serial number confirms the iMac is an early production unit (week 49), so they would rather exchange it as defective and give me a brand-new iMac instead of repairing it. I couldn't believe it. I wasn't expecting that level of service. Of course I said yes. The new iMac has a week 52 serial number, so I made sure it was newer than week 49. The display is beautiful...no problems in the left corner, and no yellowing (I did not have any yellowing on the week 49 unit). She was quite impressed when she asked if I backed up the data and I said yes. I joked and said, "I am guessing most people's response is a dead-pan, huh?" She laughed and said, yep! I love Carbon Copy Cloner! Makes backing up so easy, and gives you a bootable external drive in the process. Incredible service! Thanks again Apple! In the 21 years of owning Macs...and many of them...this was the first Mac that encountered an issue that required a service visit.

 

I've heard horror stories and good stories from both Apple and Lenovo. One thing seems consistent however, personalized service always tends to be better (ie: Going to an Apple Store, dealing with an on-site tech). Distance support over the phone is not only difficult but when you do it all day it gets very hard to weed out people trying to take advantage from people with real problems. Once you've been on the other end of that phone line you quickly learn that they have many of the same feelings about us that we have about them. Add on top of that language barriers and cultural differences and yes, phone support can very quickly get ugly.

If you every want to see what it's like, take a job in phone IT for a few months. I bet it changes your outlook on some of these issues.

 

Never work in IT. NEVER.

 

I concur in person is better. One can contront the store and there is nowhere to run especially if the customer is carrying other hardware (non-tech). lol.

 

I must chime in here. I think that the OP should have been given just about any option. I disagree that a repair may be the fastest way to resolve. I ultimately think Lenovo should go to bat for their customers- at least offering the chance for a cross ship. As it would be, I had graphic card issues with my Y550, and from start to finish (two repair attempts that failed) it took nearly three months to have an operable machine. I'd hardly call that fast. Furthermore, I was so frustrated over my experience I sold the new laptop they cross shipped me since I didn't want to risk the situation happening again. It took two failed repairs, a caseworker, and me uploading videos to youtube so they could understand. I believe I had the problem diagnosed correctly (bad VRAM) but they simply would not replace anything to do with the video card (or the motherboard) as requested.

My whole experience with Lenovo has been a nightmare- waiting on hold for 50 minutes at a time, and more. I give Mark props for coming on here, and I'm glad this situation seems corrected, but Lenovo takes way too much time the way the system is setup.

 

Do you think lenovo of support differs when dealing with the Thinkpad line vs non-thinkpad?

 

That's possible. No company has a perfect track record either. As said above long distance support I feel is especially prone to error and bad communication. I personally always opt for the on site warranty if I'm going to pay for one. Much easier to talk to someone face to face and get that instant feedback on what "fix's" he does over mailing it back and forth for an eternity.

 

the warranty coverage and terms for the Thinkpad and Ideapad is different and business laptops are more flexible with what is considered as CRU. You wouldn't be allowed to replace your own keyboard like you can with the Thinkpad....

 

Got the call from Lenovo this morning. I can return it with full refund~ Thanks, Mark.You are a very very good guy!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I hope Lenovo to change their policy and improve their customer service. Otherwise, they will lose more and more customers.

Thank you again, Mark!!!

 

So the real question is, are you sticking with Lenovo or switching? Glad to hear you got things resolved the way you wanted.

 

I wouldn't expect it. Customer service has dropped a lot. When I tried to get my laptop fixed (T400 with scratched screen from the keyboard) the person spent 10 minutes asking me stupid questions to try to get me to "admit" it was my fault.

"If you knew the keyboard was going to scratch the screen why did you close the laptop lid?"

"How do you know the keyboard is scratching the screen?"

"Why didn't you call in earlier?"

"You press down really hard on the laptop lid?"

"You have to try to fix the keyboard yourself before you can send it in to get it repaired. Oh don't know how to open your keyboard? Google it"

"I need to talk to my manager about this. Hold please" ... *I can hear him talk to someone in the background (didn't actually put me on hold -just put the phone down?) 10 minutes later "I can't authorize the repair, my manager needs to. There are no managers working today. I'll create a new case number for you and get the manager to call you back tmr" (of course no one calls the next day)

*insert poor attitude and bad tone*

>.<

 

You were holding he or she up from lunch or another coffee break. The manager was taking a nap. In all seriousness, I think most of the "front line" people think if they need manager assistance then its a mark against them so they resist. Problem is you are forced to put your NB and your own sanity into the hands of someone who would rather be watching Oprah or Motell Williams or soaps, etc. or needs another break before its 5PM and time to go home.