Lenovo Replacement Process?

I received a laptop that was classified as DOA by Lenovo tech support. They strongly suggested that I get a replacement rather than sending it in for repair. I was told to call post sales today to begin the process. The woman I spoke to said that a senior representative will call me back in 3 to 5 business days to begin the replacement process!? She also said I will have to send my laptop back and Lenovo has to verify they received it before they will send my replacement. Let's be optimistic and say everything happens on time we are look at a week to start replacement process+a week to ship mine back+2 weeks for them to build and ship my replacement so that's a month before I see my new laptop. I've already waited 2 weeks so now we're talking 6 weeks until I receive the laptop I ordered minimum.

Is this typical of Lenovo? What do I do?

 

People used to wait six months or longer for a ThinkPad. Six weeks doesn't seem so bad.

 

I respectfully disagree (regarding six weeks not seeming so bad), but thanks for your response.

I just hope I am wrong haha.

 

Did you order a CTO model? That always is a slower replacement, especially on a new model. I had a friend who waited nearly 4 months for a heavily customized X220 tablet (ordered June, delivered late October).

 

No mine is just one of the models Lenovo offers normally. It's a 209945U.

I guess what bothers me most about this situation is the 3-5 business days just for a rep to call me and begin the replacement process. I can grudgingly understand 2 weeks to build and ship a new one and (more grudgingly) waiting to receive mine before sending out a new one but at least let me start the process today. Why does Lenovo even have someone answering the phones at post sales who isn't authorized to start the replacement process? It's like I spoke to a secretary today and I am waiting for an important CEO to call me back :/

 

The same thing happened to me. When i got my ideapad, the screen was all messed up. When i called them they said they will send me an email about the replacement in 3 to 5 business days. I hope it's not as long as some people are saying =(

 

Yeah bvan, I completely agree. What type of ideapad did you get?

 

The 15 inch with 1080p screen and 500gb 7200 rpm hard drive. I seriously hope that they get it to me soon, because I'm going up to college in a couple weeks.

 

So, they are going to call you back in a week. You sending back your unit which will take week or 2. Them inspecting, another week.

Add all up, we are talking 4 extra week on top of amount of time you waited for your laptop.

I would not accept this. Demand for a refund. See if you can get them to send a replacement unit right now.*which will take few weeks to get it to you*. If they say no, return the laptop for a full refund and order another laptop or if this experience wasn't positive, look into a MSI GE60 or ASUS 55.

 

Would they really give me a full refund? I dont really know what im going to do, because either way it's only going to take more time and i have like 4 weeks left till i have to go up to college and it's a 6hr drive. What pisses me off is that i bought 2 of them and the other one is perfectly fine.

 

I am really tempted to return it, but I will not get another laptop with similar specs for that price. There's no way. At least for now I am going to try and ride it out with Lenovo (but right now I hate them haha).

Also I apologize for putting this in the wrong place but since it was about Lenovo in general and not the computer I bought I figured it was okay.

 

Who did you call to start the replacement? I call post sales but it taking forever...
I got a replacement, they say about 3 to 5 business day I get a new order number and they will send a new system to my house. Once I received the system I call them/email them to get a drop label and send it back. The best thing about the replacement, I get to keep the old one until the new one arrived.... I was very lucky...

 

I called post sales too! Are they charging you for the new laptop then refunding when they get your old? When did you first call post sales? What you're secret!? Haha

You are very lucky. What a bunch expletive that they have such inconsistent service. I will be calling angrily tomorrow.

 

Nope, they are not charging me for a new laptop unless I don't send the old one in... Basically the person said it a non-charge replacement because I already paid for the laptop, but I got a defected product. So, they well send me a email in three to 5 business day, hopefully tomorrow, with a new order number. Once I got my new laptop I have to call/email them to send me a drop label to send the old laptop back. It pretty cool. I called right in the morning when they open, if not it will take forever on hold...

Again I called them to confirm that my replacement order has been in the database and it is. Also, I confirm that I could keep my old laptop and not be charge as well. So, hopefully everything goes good and I get a new laptop with a working fan. Seriously hard drive was about 50C on idle and the fan was running so load, but wasn't getting any cooler.

I keep you update, my fellow comrade in the replacement process. If all goes well I should get a email tomorrow or Monday...

 

Funnedyd so they already sent you the replacement laptop? I'm still waiting on the email

 

I waiting for the email with a new order number. They told me I do not need to do anything. Either today I get it or Tuesday. How many day has it been. I would call in the morning to make sure it being process...

 

Any news on your replacement order? Mine email about it should come today or tomorrow. Also it 45 for a replacement and 25 days for a refund.

 

I just got the email status this tues and I going get it next tues. Hopefully I did not get a bad product or something. Kind of scared that it took a day for the laptop to ship after placing the order...

 

So how long did it take you to receive the email from them? I'm still waiting for it =(

 

Wait really? I suggest you call them and make sure that your replacement order is in the database. I got my replacement just recently and the screen wasn't ensemble correctly( there a place where the two plastic piece to keep the screen in take is not connect). I call the post sale rep in the morning and I have another replacement coming in. The rep told me if this one is defected, he suggest I should just do a full refund...

 

heys guys, im also going through this replacement stuff. supposed to get an email in 3-5 days. Luckily i get my replacement first then return this one so im not without a laptop. Hopefully my replacement is fine..
My games would crash within 10 minutes and i had no overheating, was a defective graphics card
what kind of issues did you guys have with your laptops?

 

hard drive first laptop and screen panel improper put together for the replacement. So had to go through replacement process again. It a 1000 dollar laptop so you should except it is mint condition, do not settle for less.