Lenovo Warranty Upgrade policy

In October, I ordered a t61p from lenovo and received an estimated delivery in January. I cancelled that order because I didn't want to wait three months and bought a new maxed out t61p from a company on Ebay. This machine had a 3 year depot protection warranty. I've always wanted 4 years of on site warratnt and today I tried to upgrade that warranty.

I was met with BEURACRACY!!!!

I was informed that the company I bought it from had upgraded the warranty and warranty can only be upgraded once. We had lots of go rounds on this. I paul to a sales rep named "Paul" who said they would work on it and that they were going to put me hold and then the phone hung up. I called back and was transferred to the post warranty group. They told me the the original warranty would have to be cancelled and then I could upgrade BUT they can't cancel another persons order (the warranty). I said but doesn't the warranty stay with the machine and not the orderer? "Yes", they said. Then I can cancel it can't I?

I received no satisfaction on this at all. Any suggestions?

 

What did he say when you told him, "Then I can cancel it can't I?"?

 

Well then he diverged all over the place?

"who did you buy it from?"

I gave him the name of the company.

"According to our records they didn't buy it from us"

This machine was advertised as having come from the employee purchase plan. Obviously it's a T61p and I bought by credit card so I have a record of purchase. It's obvious that lenovo really does n't want to deal with this.

 

So let me get this straight. The only choice you have is to cancel 3 year depot protection and start the 4 year onsite?

 

I'm on hold with them now (The Warranty Entitlements Department) my fifth department.

There is a brickwall policy of 1 warranty upgrade which has already occurred.

They have come to understand that what I want to do is not complicated. It's just because of the one time policy that no knows know how to do this and I keep getting transferred to another department. I think I have exhausted the number of departments I can be referred to.)

All I am saying, "I just want to give you my money." The woman is really laughing at that. Anyway WE are now on hold to talk to another department.

 

I talked to the other department and have a name and phone number. They agree that this is not an unreasonable request and it's pretty sane. They just don't know how to do this.

It's now being escalated to management in the sixth department.

 

Hmm..seems the woman to woman talk worked

I'm glad it's making some progress; I was baffled at the situation myself. You're trying to purchase something from them yet they try to deny you, very odd for a company.

I'm sure it'll work out. Good luck Renee.

 

Renee,

I hope you get it worked out. There was an earlier thread about this same thing and I spent several tries to do the same thing, but was always met with "you can only upgrade once". To me, if I order the machine with one type of warranty, I should be able to upgrade. Unfortunately, that's not how Lenovo sees it. They consider whatever warranty you buy at purchase time to be an upgrade if it is above the standard 1 year. What a crock!!! What do they care if I want to upgrade now (within the allotted time frame)? They get more money from me!!! I hope you can convince them because I know there are 3 or 4 others also interested in upgrading.