Does Lenovo really provide international warranty service for ThinkPad users?

Let me start by saying that I’m just an unsatisfied customer of Lenovo and the story I’m about to write will be a complaint about their services. I do not like complaining about things, but when I do - there’s a reason behind it. Out of all the brands on a notebooks market today I had the impression that ThinkPad users are the most satisfied by the customer service provided, but apparently I was wrong, or should I say it was before IBM sold ThinkPad to Lenovo. If you do a quick search on the internet for customer service provided by Lenovo you will come across loads of articles, stories and complaints about their service.

I don’t want to make it a long story of what I went through, I’ll just tell you the facts:

1. Lenovo does not provide international warranty service! Well at least not in mainland China (home of Lenovo) if you bought it elsewhere, they will however ask you to register your product in China and supposedly you’ll be entitled to the service. The only trouble is they further make it almost impossible to register your product. Be ready to provide beside your computer’s serial number and type/model code: operational system’s code, the copies of your passport, visa’s and entry stamps and extensions in the country you bought your machine as well as the country you are in, receipt of your purchase or a credit card report.
Don’t you think it’s a little bit too much? I mean I can easily check my warranty details on-line for my machine and the database will tell me when my warranty expires, all I need to do is navigate online from my machine! I registered my product on-line and they do have already the details regarding the place I purchased it, the date, my name, email and all sorts of information like that.
Frankly, it seems to me that they just try to avoid to provide the warranty, and that seems to be Lenovo’s policy our days. I came across some other issues on the internet when customers were complaining that Lenovo is trying to make it impossible. So, in my humble opinion of an unsatisfied customer - your international warranty offered by Lenovo does not worth a dime! The email address to inquire about your international warranty: [email protected]


It is a pity that a well-known brand like ThinkPad ended-up to be managed by Lenovo who happened to be a disgrace our days. I was lead to believe that Chinese brands like Lenovo care about their image and will not play their dirty games with customers, but I was wrong. And just to think of all the ThinkPad users who chosen Lenovo (IBM’s ThinkPad) mainly because of the international warranty service. That will be such a disappointment for them. I think we’ll have to look for some more reliable brand who cares about their customers first of all. Although I do like my ThinkPad Z61t machine a lot, such an attitude is a major draw back and I doubt I will ever buy another Lenovo product in the future!

CHECK THE LINK IN MY SIGNATURE FOR THE WHOLE STORY.

 

Oh, I just noticed what a Thinkpad sticky note says here, I'll just quote:
"ThinkPad Warranty Status
You can look up the status of your warranty on Lenovo's website. ThinkPad warranties are unlike other notebooks. They follow the machine, not the buyer. No registration or proof of purchase is ever required."

Well, I MUST TELL YOU FROM MY OWN EXPERIENCE THAT IS NOT TRUE!

Your international warranty is just in the database online, you will not be able to use it in real life, since lenovo is making everything possible not to recognize it.

Thinkpad used to be a good machine, no since Lenovo bought it - it's just not worth it! Just trouble.

 

Well, Thinkpads bought in China has it's own warranty and not compatible with other countries.

 

Mine wasn't bought in China and have international warranty worldwide. Whatever might be the reason that statement is not true and I want to make sure everybody knows that Lenovo is not committed to fulfill it's warranty obligations worldwide.
China is now an example, I'm sure there are others, since it looks to me like this is a new company policy.

I'm sorry to disappoint you since you just ordered yours.

 

Did you try to get it repaired in China?

 

My notebook is all fine, just the battery provided happened to be faulty (Read this issue about faulty batteries on ThinkPad's http://www-307.ibm.com/pc/support/site.wss/MIGR-67765.html)
If something would of happened and I would try to repair under the warranty it would of been refused. I just had to buy a new battery myself replacing the one Lenovo claims to replace for free.

 

Like I said: Did you try to get it repaired in China?

 

Like I responded: I tried to replace my faulty battery eligible for a free replacement. I tried it in China where my international warranty means nothing to them! the battery itself cannot be repaired, just replaced.

 

That's what I said. China has different warranty policies compared to the rest of the world. You can't come here to these forums to complain about the international warranty being 'non-existent' when you failed to understand their policies first.

 

No, you misunderstood my friend. My international warranty covers China as well, only they (Lenovo) make it impossible to use it! So next time you want to get your laptop serviced in a foreign country - you better ask yourself if you REALLY have it. Because if it's a Lenovo/Thinkpad we're talking about you might be disappointed.

Before, writing any other comments asking questions that has been replied in the post or in articles linked, please read the story and documentation.

ALL I WANT TO SAY IS THAT LENOVO LIES ABOUT IWS!

 

hmm....I did buy laptop from the USA and the warranty worked well in Thailand. In Thailand, every thinkpad is still serviced by IBM center. I just talked with lenovo (Thailand) and they said IBM will handle all services related to thinkpad. Maybe it's different in each country, I guess.

 

Actually, I have to disagree with you ThinkpadZ61t. I bought a Lenovo 3000 N100 in USA and brought it to Bolivia (SouthAmerica, not africa) and the warranty worked here. And there's only 1 official (or maybe 2) Lenovo's dealers.

I think that what hhappened to you was a rare case and also very especifical. But thanx for the warning, i'm not buying laptops in China anymore hehe

 

I don't think the battery replacements are handled by the usual customer repair/ service centers. Did you run the Battery Verification Tool application that detects whether the battery is defective? Did you send an email to the address on the website (for those who cannot run the application)?

From: http://www-307.ibm.com/pc/support/site.wss/MIGR-67765.html

If your battery meets the criteria outlined in question 9 above, please send your battery bar code number as well as your ship-to information (address and phone number) in an e-mail to [email protected] to arrange for a replacement. Please see this picture for a sample battery bar code number:​

As for non-battery replacement service, make sure you have a global model and that should be covered by the world wide warranty.

Hope that helps.

 

Warranty coverage in mainland China is useless for most companies not worth the paper it's written on. Even if you bought the product in China, their is a culture of placing as many barriers as possible in the way of anyone making a claim.

I've not had personal experience with Lenovo support here. However I've had experience of Canon and Apple support, and heard horror stories from other expats from a host of different companies.

 

ThinkpadZ6t, you have an update from Mark this morning in Lenovo's forum.

 

I did run the battery verification tool of course, my battery was damaged and qualified for a free replacement. I did contacted [email protected] to arrange replacement as well, I even visited the center authorized to do the replacement. I do have the international 3 years warranty that covers all the countries. But still, I had to replace and pay myself for the lenovo's faulty battery! Why? Because LENOVO DOES NOT PROVIDE DE FACTO INTERNATIONAL WARRANTY SERVICE, they just claim to do so.