My Y530 was DOA and I need advice

Hello everybody,

I just bought my very first Lenovo - an IdeaPad Y530. It arrived yesterday and as I was booting it for the first time, about to log onto Windows the power kicked out and it was dead. I tried a bunch of things to get it back to life and eventually called Tech Support. The guy had me do a power drain which did work, but about 30 seconds later the computer died again.

I was advised that I could either have the machine replaced or send it away to the depot to have it fixed. My reaction was to have the machine replaced. I have never even logged onto Windows, I don't want a lemon, so I would just like the computer replaced.

When I spoke to the woman to exchange my machine she told me a different story than the three previous people that I talked to. She said that I MUST first send the computer in to be fixed and then if they could not fix it I could return my computer (not exchange, so I would have to buy a new one at the current rate) or I could send my computer back now and pay a 15% restocking fee and I would be responsible for the shipping charges.

This is going to be my work computer, my current laptop is functional but the screen is not working properly so I need to have it connected to a monitor. I need a new computer sooner rather than later and don't want to spend weeks sending it back and forth to try to fix it then only to replace it.

I am expecting a call back from a manger to discuss my options since I am not satisfied with my current choices. Does anyone have any tips or experience with the depot or having a computer replaced? I would appreciate any tips to help get a new computer. I was excited to get this computer but now I am very frustrated with the experience.

Thanks.

 

if they refuse to replace it, then call up your credit card company and see if you can do a charge back

 

Wow... I just had a little deja-vu when I read your post. They seem to like playing some kind of good cop / bad cop game there. Whenever I would talk to support, they would make it sound like an exchange was no problem BUT they couldn't do it, you have to talk to sales. When you talk to sales, they would say, no way... you have to send it in to get it fixed (or pay the shipping and restocking). I think on my third (or fourth) call to support, the support guy escalated the issue to customer relations (I think that's what it was called). I had to wait a few days to get a call back from them but they were very helpful with the exchange (no push back from them at all) and I got a new computer in about 5 days. The new one is defective too... but that's another story. Good luck, I hope you get it worked out!

 

Thanks so much for your responses. I was finally able to convince them to give me a full refund. They would not exchange it, but that is ok. Except for the week of frustration it is as if I never bought the machine.

 

Ok just helped me make up my mind. I am in the same boat and was toying with getting a replacement....money back for my DOA T400 and go elsewhere. Can't they employ a good QA manager at Lenovo?

I'd even pay a premium to ensure my machine goes though a Gold QA cycle at the factory looking at build issues.

Andy