Extended warranty there or not?

I'll be getting my T60 sometime today!

Since it's for my daughter at college, I purchased the 3yr onsite extended warranty plan (not the accidental damage one). The initial order confirmation shows this. A few days ago I received an e-mail from Lenovo with two .pdf files describing the terms of the extended warranty. So it certainly seems that their records are accurate that I have this coverage. BUT, when I use the parts lookup site and click on warranty info, it only says there's a 1-year warranty.

Should I be concerned about this, or does this lookup site only show the basic warranty regardless of what additional coverage may have been purchased?

 

It takes a few days for the lookup site to catch up.

 

The parts lookup info was loaded yesterday. Does it take longer sometimes for the warranty info to be updated?

 

It took a week or so after I got the system for the warranty information to be loaded.

 

Does the extended warranty ever show up in the online system in the first year of ownership? I paid for the full 3-year warranty with accidental damage, and when I go and do the warranty search with my serial number, it still shows up as a 1 year parts/labor. (I've had the machine for two weeks now.)

I certainly paid for it - it's on my order status page.

 

it should definitely show the warranty expiry date for which you paid.
Call and get this changed
Sounds like your ext warranty was not registered! yikes!

 

Yup, called them. Warranty was not there, but thankfully it showed on their system under my invoice, so they knew it should be on there. They told me to re-register my serial number, wait a few days, and call back if the update doesn't take.

 

This is to provide an update on my warranty situation, 1) to warn others about Lenovo's inability to fix a problem, and 2) to perhaps catch the ear of someone at Lenovo who lurks on these boards.

To summarize, I had the same problem as grommal. I bought an extended warranty with damage protection, but it didn't show up when I used the Lenovo warranty check website. I bought a three-year, and it only showed a one-year basic plan. So I started calling.

And I called, and called, and called. I have gone through at least 4 separate service tickets and no fewer than 15 conversations with people in technical support, various service departments, and various warranty fulfillment departments. I have re-registered my machine multiple times at their direction.

Every time I call, the person who I talked to says that the problem will be resolved in a few business days. I check the warranty site, but there's never any change.

What's frustrating is that they understand the problem. They just don't fix it. The techs are able to pull up my invoice, which shows that I paid for the warranty. Then they look at my warranty status, which doesn't match what I paid for. Then they say, "oh, we'll have to get that fixed." But nothing they seem to do gets the problem resolved.

I'm calling them one last time tomorrow to get this worked out. I'll give them their "3 business days" to fix it. Then I'm calling in American Express for backup, because perhaps they'll start to listen when there's money on the line. If anyone can provide me with some advice on who else I could call within Lenovo, please let me know.

 

There is an on-going debate on this forum as to when it is appropriate to file a complaint with the BBB (Better Business Bureau). I've stayed out of those debates. Although I tend to agree with Johnny_1987 It looks to me like you are getting to the point that you should consider filing a complain with the BBB. You paid for services and they are failing to show that they will actually provide those services.

I think you are being very reasonable by offering Lenovo one more chance to get it together. If they don't I suggest filing a complaint. I bet your situation gets resolved quite quickly after you do. Good Luck.

 

From what I've read, Lenovo's warranty support seems two-sided. Some say it is 2nd to none (far better than Dell's). On the other hand, I've read a lot about missing/delayed warranty information.

I have a question, is it possible to upgrade the warranty on any Thinkpad model (while within the coverage period)?

Grommal, did you order your warranty upgrade at the same time or after your T60 purchase?

 

Here's an update just for the people who might find this thread some time in the future:

After talking with Lenovo customer service for yet another time, I went ahead and filed the BBB complaint. I got a call back the next day, and it was fixed by that evening. My warranty is now registered to my machine. It looks like the complaint was what it took to get someone competent to handle the issue - I even got a phone call from a Lenovo guy who gave me his direct line.

I don't want to suggest that people make this a standard practice. By all means, give customer service the time to fix the problem because that's what they're there for. But if it's clear that they're not going to help (or don't know how to help), the BBB was very effective in getting some attention.

 

That's the same crap that happened to me. I've now got 3 depts supposidly "rushing" to fix the problem. I registered my warrenty 1.5 months ago. I'm going to take the advice I see here and continue with my BBB complaint.

 

Their rep got back to me today. Gave me the most BS I've ever heard. Said I had to get TPP when I get the machine I said where in the agreements does it say that. I read to them that their online agreement says you can buying during your initial warrenty period. The Rep just stood silent then responded saying I don't know what agreement you're reading.

She tried to buy me off saying we'll give you the LCD but you gotta install it yourself. I said no I want the warrenty on it, give me the paragraph saying I have to buy it at time of purchase.

So the plot thickens.