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    Does Lenovo charge for warranty replacements?

    Discussion in 'Lenovo' started by Zero000, Jan 24, 2014.

  1. Zero000

    Zero000 Notebook Deity

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    Since I've had issues with my X230t that could not be fixed , they are offering a warranty replacement but they said I had to pay $500. I have an X230t with a Intel Core i5-3320M
    and they want to replace it with an X240 that has only a Core i5 U4200 as an upgrade (with everything else as the base model).

    Isn't the U4200 slower than the 3320M? And not only that but isn't the X240 completely missing the Wacom digitizer?
     
  2. Tsunade_Hime

    Tsunade_Hime such bacon. wow

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    Why would they ask you to pay, it's a replacement with another product, though I don't really consider the X240 a replacement for a convertible tablet. That's kinda ludicrous they are making you pay.
     
  3. Zero000

    Zero000 Notebook Deity

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    Yea , that's what I'm asking here. It seems odd not only to make me pay but also replace a Wacom tablet PC with one that is not.
     
  4. mace22

    mace22 Notebook Enthusiast

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    Sounds like crap to me... I would definitely complain. Talk to a higher-up if you can.
     
  5. grisjuan

    grisjuan Notebook Evangelist

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    Apologies if I sound like a partisan here, I recent had a really good experience with Lenovo in a similar situation so I'm still feeling happy.

    I had a Yoga 13 they could not repair after three attempts. Lenovo replaced it with a Yoga 2 Pro and did not charge me any upgrade fee. They even let me choose the Orange model when my old machine was Silver. I felt like they listened to what I asked for and tried to get me the replacement machine I wanted. They were also really nice which helped me stay calm and polite through the whole thing.

    Are you talking to the Customer Care team in North Carolina? They seem like they are empowered to handle cases like yours. My only issue with them is that they seem really busy so their response time is sometimes several days.

    I recommend that you 'escalate' to the Customer Care team if you haven't already. Then ask them for the replacement machine you think is fair and see what they can do. It's unfortunate there isn't a direct replacement so your negotiations may not be as straightforward as mine.
     
  6. aadadams

    aadadams Notebook Deity

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    I had issues with my W510 and the team in North Carolina gave me a loaded W530 to replace it at no cost to me. Major upgrade though I did lose the touch screen...
     
  7. Tsunade_Hime

    Tsunade_Hime such bacon. wow

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    Perhaps they got your case mixed up with something else...only time they ask you to pay is if it is damaged or something.
     
  8. MidnightSun

    MidnightSun Emodicon

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    Maybe something got lost in communication... perhaps they were offering a replacement X240 or a fix for $500? Never heard of anyone paying for a warranty replacement machine.
     
  9. ajkula66

    ajkula66 Courage and Consequence

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    I've had failed, under-warranty-ThinkPads replaced with newer ones and never paid one red cent.

    Any "upgrade fee" is pure BS.

    Good luck.
     
  10. Jarhead

    Jarhead 恋の♡アカサタナ

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    Warranty replacements should be free. Perhaps it was what MidnightSun is talking about and maybe a miscommunication.

    I'd give a call over to North Carolina to see if they can help clarify or solve the problem for you. I've had nothing but good experiences with them (and Atlanta), and while I haven't had to RMA a Thinkpad before, I did get a free W520 cooling system replacement as per warranty.
     
  11. Zero000

    Zero000 Notebook Deity

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    I've been talking to someone from North Carolina. Does anyone know the email/phone numbers of any good Lenovo customer service reps in North Carolina that handles these types of things? You can PM me.
     
  12. ajkula66

    ajkula66 Courage and Consequence

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    It is highly unlikely that one rep will take the case from his/hers peer without intervention from the above.

    If I were you I'd be posting about this issue on Lenovo's forum.

    If you choose to do so, just drop me a PM with the link to the thread.

    Good luck.
     
  13. grisjuan

    grisjuan Notebook Evangelist

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    That does seem odd. Did they offer you a new x230t? I.e. was the x240 your idea or theirs?

    If they cannot find an x230t to give you, the 'obvious' replacement is the ThinkPad Yoga since it is a convertible and is available with a digitizer.
     
  14. jook33

    jook33 Notebook Evangelist

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    there are x230t's on the outlet website, even though refurbs, they pop up most of the time
     
  15. JaneL

    JaneL Super Moderator

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    No, that's ridiculous. Do what George said. Post a civil note on Lenovo's forum about it in the General Discussions board and ask for it to be escalated.
     
  16. Zero000

    Zero000 Notebook Deity

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    Edit: going to post on lenovo forums
     
  17. ajkula66

    ajkula66 Courage and Consequence

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    Not for nothing...but NO ONE hears you HERE.

    To put it more bluntly: no one (amongst those who could possibly help your cause) cares about what you post on NBR.

     
  18. Tsunade_Hime

    Tsunade_Hime such bacon. wow

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    Mark@Lenovo used to be pretty helpful, but I think he's more involved on Lenovo forums.
     
  19. Zero000

    Zero000 Notebook Deity

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    The rep I spoke to told me Lenovo doesn't make tablets any more (which is incorrect) , and the X240 is the only machine they offer that could replace it.
     
  20. ajkula66

    ajkula66 Courage and Consequence

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    Not to defend the rep BUT they do have some rather strange guidelines when it comes to stuff like this.

    My last replacement was a standard (as in "non-tablet") X220 that I got for X61 tablet (SXGA+) that they couldn't repair due to the lack of LCDs...
     
  21. Zero000

    Zero000 Notebook Deity

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    In my case it would be really odd. The Core i5 3320M in my X230t is much faster than the Core i5 4200U overall and the X240 doesn't have an active digitizer and I'm supposed to pay $500 on top of that. Paying $500 for a downgrade doesn't make much sense at all. The rep was also trying to convince me that I was getting an upgrade (base model X240 with just an i5 4200U added instead of the i3) from my X230t.
     
  22. ajkula66

    ajkula66 Courage and Consequence

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    Personally, I can't get over the $500 upgrade fee to begin with. Never have I heard anything similar from *any* manufacturer.

    Let's see how all of this flies and whether it lifts off the ground at all...
     
  23. Jarhead

    Jarhead 恋の♡アカサタナ

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    I can't believe it either. That's such a rip-off...
     
  24. grisjuan

    grisjuan Notebook Evangelist

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    He recently was very helpful with my replacement - I contacted him via PM on the Lenovo forums.
     
  25. Chemster

    Chemster Notebook Enthusiast

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    As been mentioned above, you shouldn't need to pay for warranty replacement laptops. I recently got my defective x220 (persisting cooling/standby problems) replaced with an x240.
     
  26. Zero000

    Zero000 Notebook Deity

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    Edit: Issue solved
     
  27. Zero000

    Zero000 Notebook Deity

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    The CS rep I was speaking to was treating me like I am stupid or naive so I'm going to see if I can talk to someone else. Hopefully someone on the Lenovo forums could help me.
     
  28. ajkula66

    ajkula66 Courage and Consequence

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    Patience is a virtue...they have a lot of complaints to deal with...
     
  29. Zero000

    Zero000 Notebook Deity

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    I just don't believe the stuff the CS rep told me.
     
  30. ajkula66

    ajkula66 Courage and Consequence

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    I hear that..loud and clear...
     
  31. Zero000

    Zero000 Notebook Deity

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    My issue finally got resolved. Mark didn't contact me again but when I called Lenovo general CS support again sometime in Feb , I spoke to someone who offered to give me a refund after I send the machine back to Lenovo. I eventually received the refund in March (maybe PayPal was holding the money for awhile?).
     
  32. karazi

    karazi Notebook Enthusiast

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    I submitted a ticket online the other day at about midnight on Wednesday because I figured I fried the motherboard of my fiance's t430s. I miss a phone call from the CS center in Colorado so call the general help number since I couldn't decipher the callback extension in the voicemail. They made a new ticket for me which was quick and easy to do, and was told that a tech would be here next business day to replace the motherboard. Guy came today since it was technically next business day from when I called, replaced the motherboard in 45 minutes without barely a peep and was on his way, all I had to do was let him in the door. Got a refurb mobo but was in great condition - processor verified the same i7. All this with the 3yr next business day + accidental warranty, best $158 (AR) I've ever spent, and this is after having a similar experience a month ago when her screen cracked while carrying it in her backpack. Very impressed.