Lenovo policies

I've seen a number of complaints, gripes, etc. about Lenovo and its customer service. There are enough threads out there about stories of experiences; I'd like to start a factual thread to simply compile Lenovo's policies. I've highlighted a couple below. I'd like to find where the policy that an LCD is not defective if it has x # of stuck or dead pixels is documented, and where other similar rumored policies that people have heard from the CSR folks are documented. If someone is a current owner of a Lenovo laptop, and you have some documentation, I'd appreciate it if you could summarize in this thread as well.

We've all heard about the 15% restocking fee. It's described here, which states:

Lenovo will accept the return or exchange of a product in its original, sealed package for a full refund in cases of Lenovo error. Returns allowed for any other reason will be subject to a restocking fee equal to 15% of the purchase amount. All returns must be initiated within 21 days of the invoice date.

Any authorized return must include the product and all accessories in the unopened original packaging, along with all documentation (including invoice, RMA and original shipping label), and must be received at the Lenovo National Return Center within 10 days of obtaining the RMA.

Far as I can tell, Lenovo can pretty much charge a 15% restocking fee for any return if it wants to. The policy says that Lenovo will not charge the 15% fee only in cases of Lenovo error, but the definition of "Lenovo error" is pretty much up in the air. And, I think it's pretty clear that you must initiate any return within 21 days of the invoice date, but it does not have to be completed by then. Again, the definition of "initiate" is pretty much up in the air.

I think if you compare this policy to HP or Dell, you have much fewer rights with Lenovo.

The other policy I find interesting is the warranty policy. It's described here, which states:

Lenovo warrants that each hardware product is free from defects in materials and workmanship under normal use during the warranty period. The warranty period for the product starts on the original date of purchase specified on your invoice unless Lenovo informs you otherwise in writing.

This warranty does not cover the following:
*uninterrupted or error-free operation of a product;
*loss of, or damage to, your data;
*any software programs, whether provided with the product or installed subsequently;
*failure or damage resulting from misuse, accident, modification, unsuitable physical or operating environment, natural disasters, power surges, or improper maintenance by you;
*any third party products, including those that Lenovo may procure and provide with or integrate into the Lenovo product at your request; and
*any technical or other support, such as assistance with “how -to” questions and those regarding product set-up and installation.

When you contact a Service Provider, you must follow the problem determination and resolution procedures specified.
...
If your Service Provider determines that it is unable to repair your product, your Service Provider will replace it with one that is at least functionally equivalent. If your Service Provider determines that it is unable to either repair or replace your product, your sole remedy is to return the product to your place of purchase or to Lenovo and your purchase price will be refunded.

I think everything here is pretty much standard. You do have to follow the procedures they describe to get a replacement. One thing I'd like to highlight is that if the Service Provider (IBM, I think?) or Lenovo is unable to repair the product, you have the right to get your entire purchase price refunded.

 

I had my restocking fee waived without them even inspecting the laptop to try and fix it. What happened was I opened a case with tech that said my laptop was giving off a really bad static noise from the CPU (along with hdd issues), and sales contacted them about it and tech told them that they would need to replace all the hardware in the laptop to fix it. This led sales to waive the restocking fee for me. It really depends on who you get. The first couple people I talked to said I needed to send it in for them to try and fix it, so I just called back and ended up with a guy that was actually helpful. I told him that if I sent it in, I would be over the 21 day return policy, and he contacted tech and called me back in 10 minutes.

If at first you don't succeed...

 

http://www-307.ibm.com/pc/support/s...&lndocid=MIGR-4U9P53&velxr-layout=printLenovo

 

They do have a 21 day return policy, to return even a defective machine you need to file a case report with techsupport. Techs need to attempt to help you first and they take that quite literally. My computer overheated the other day called them and they are gonna pretty much replace everything on the laptop and do it onsite. Now i asked if i could just return the notebook at this point and they said not for the full price. Since i have the onsite repair they have to do the complete swap out now. So that is something to think about if you are worried about doing a return.
I was going to return it and get the bestbuy deal on the x205 till i found out its even worse than my t61p that and all new parts sounds pretty good.

 

What do you expect from commies?

 

Please stop being ignorant.

 

Things like this almost make the accidental coverage worth it, right?

 

1. Joke
2. Chinese government (commies) effectively controls entire company, despite only ~30% ownership (look up the difference between class a and b shares).

 

Accidental coverage is very worth it. I learned that the hard way spilling coffe into my laptop

 

Don't the thinkpads have some kind of spillproof keyboard that funnels liquid underneath the PC?

 

You might just be the only one who finds your "joke" to be funny. Especially considering all the ridiculous remarks about Lenovo being Chinese/communist, made by ignorant people on these boards. The comments mostly come from people who have no insight whatsoever in the (Chinese) business world or general Chinese political affairs for that matter - relying mostly on the few headlines they get fed through the media. Yet they are frequently and confidently throwing these remarks around as if they had meaning and relevance. These remarks say a great deal more about the ones making them than about Lenovo.

Pointing the finger at Lenovo because they make mistakes is only natural and can be valid as well. Consumers get upset. Lenovo makes mistakes. Millions of other companies fall into the same category.

Raising the "Lenovo is a Chinese company and hence this must be the reason they make mistakes or the reason why people are "unfairly" treated card" is completely absurd and ignorant. People need to distinguish between common generic consumer complaints (which may or may not be valid), and company ownership/management.

Informing about the government stake in Lenovo and basic textbook information about A and B shares does not help your case.

 

I couldn't agree more, Lenovo may have some strict policies with regard to Dead Pixels & Re-Stocking Fee's but overall I believe they are the best Laptop manufacuter to do business with. (When it comes to buying directly from the Manufacturer, their only competitor imo is Apple but imo you can't compare an Apple and a Lenovo)

With the common outsourcing that so many OEM's use, I find more often than not I have difficulties understanding what the person on the other line is saying. With Lenovo I haven't experienced that issue so far, which is important to me. It frustrates me when its difficulty to understand the company that is responsible for your repairs etc etc.

 

I lived in China most of my life Jabba, I dare say I know more about Chinese politics and business than some random guy on a forum does.

 

That's funny, because on this forum you are much more of a random guy than me. You don't fill in a profile and judging by the 28 posts you made since September, I find it hard to believe that you know much about Chinese politics and business. In fact your posts remind me of a certain MonsterMaxx who couldn’t resist calling Lenovo communist or keep raising the irrelevant fact that Lenovo is a Chinese company, whilst at the same time claiming to know it all when challenged. You seem to do the same.

Even if having lived in China most of your life as you claim, it doesn't necessarily make you competent within the world of politics and business. In fact in the "What notebook should I buy" thread you noted down USA as your country. But maybe you are simply a returnee who likes to speak ignorantly about Chinese companies based on...? I’ll leave the space for you to answer.

But I might just be wrong about your profile and story. I doubt it. But I might. How about you backup your statement, by writing the aforementioned in Chinese or even easier using pinyin? Just note, that I will be able to tell if you do this via an on-line translator due to the grammar. But oh wait maybe you are one of those expatriates who have lived most of their life in China without learning the language? I am interested in hearing your story.

Regardless of whether your story is true, the fact of the matter is that you make ignorant posts about Lenovo. You say your post in this thread was a joke when calling Lenovo “commies”, yet in another thread about the T61p and T7800 CPU you wrote:

I am sorry, but I am sick and tired of people who act like adolescents but try and pose as being experienced and mature. You seem like a good example. But by all means, prove me wrong please.

In closing, you will have a hard time not funding that red Chinese government that you speak so fondly of, since a large part of the products you have in your home are made in China. But maybe you are in denial.

 

JabbaJabba, between nemt and you it is clear that you are the ignorant. You should learn something about the Tiananmen Square Massacre and other human rights abuses by the Chinese before blaming nemt with ignorance.

It is also well known that the Chinese are not constrained by the same moral rules and laws of lies & truth as the western civilization. They perceive it differently.

Besides, Lenovo sucks. But that is nothing new, otherwise you wouldn't have started this thread.

 

I love your scientific methodology. Now, can I have some fries with that plz?

 

I like it how the same trolls would make up a new acct and start posting the same stuff all over. Monstermaxx or any one of you Monstermaxx wannabes, you were at least marginally credible when you posted your lenovo customer support story but when you reveal your true colors by spewing your racist crap we know you're full of ****. For those that don't know just search MM's early posts and some disturbing revelations come to light..IMO the guy is a bigot. Even if this guy isnt MM, he exhibits the same MO. They're not doing any favors for customers who actually have credible complaints against Lenovo.

How can you call other people ignorant when you just called an entire race immoral and this right after bringing up Tianamen Sq. How dumb is that? You're confusing the Chinese govt vs the Chinese citizenry but of course to racists like you it's fits your world view better to just blame an entire race.

So going by your warped logic, since I'm not a Bush supporter I'm an Anti American. Unbelievable.

 

That's enough...