T61p advice, Lenovo's return policy

Hi,

I recently got a T61p (2/24/08), but I found out that when I play games the machine just shuts itself off. Apparently this is an issue many people have, but I know the majority of machines work perfectly fine.

Now I'm trying to decide what to do:

- Try to return the notebook for a full refund. I don't know if this is possible. I know if you return it after opening there's a restocking fee, but what if the notebook is defective? Does Lenovo give full refunds if your notebook doesn't work correctly? Would I have to go through support first or can I just tell them the issue and ask for a return? I'm definitely cannot pay a restocking or shipping fee.

- Keep the notebook and try to get it fixed. This will probably require a trip to the depot which I've heard bad stories about. Plus I don't like the idea of having to send a brand new notebook in for fixing. I can easily see it coming back worse than it was when I sent it in. But, if I knew it would fix the issue I would send it in. In the Lenovo forums it sounds like Lenovo is close to figuring out what is wrong with these machines but they have not provided any information on what the fix might be.

Other than the issue with the machine shutting off when playing games the notebook has been really solid. I've had no other crashes, the screen is nice and there are just minimal issues I have (mushy keyboard).

Another reason I'm thinking of keeping it is this is the 3rd notebook I've purchased and had something wrong with in a month. I've lost so much time and some money dealing with these notebooks. I just want something that is stable and works. I'm kind of tired of buying and returning notebooks already.

Dell XPS M1530: Very bad screen
Compal JFL92: Could not install OS, perhaps HDD issue
Thinkpad T61p: Shuts down when playing games

If I was able to return the T61p I'd probably purchase it again. It's been the best of the 3 overall.

 

For this problem, use the drivers in this section of the forum. Install those drivers and you can play games for as long as you want.

 

I got the same problem, but it's from getting my GPU replaced a couple of months ago. I think it's a bad bunch of GPUs because I have overheating problems on mine with the same problems at yours. Try checking if your GPU is overheating through Hardware Monitor or another program. I'm gonna ship my laptop out tomorrow because I already got the box.

 

Is that Hackez's post?
http://forum.notebookreview.com/showthread.php?t=209796

I actually have those now and while they provide better gaming performance I still encounter random shutdowns when gaming.

I don't think the issue is driver/software issue and people who have had this issue sent their machines in and it sounds like a motherboard replacement fixed the problem.

 

According to Rivatuner my GPU temperature is around 60c idle and goes up to 78c when gaming. I've never seen it go past 78c yet. I've read that is normal?

 

Teh_ROFFLES, what temperature did your go up to?

I noticed yours NVS 140M. I haven't heard of this issue with that card. I have the FX 570M and there's a long thread on the Lenovo forums about this issue that I think I have.

 

No advice on returns? I'm trying to figure out if I should attempt a return asking for no restocking fee since the laptop seems to have a known defect.

Is it possible to do this or am I stuck with keeping it and trying to get it fixed?

 

Re-read your terms and condition contract that you agreed to when buying. I recall they state that they may charge restocking fees. From what I know, the government lays in place have precedence on such contract terms and condition so if your unit is defective, you absolutely do not have to pay anything to get it serviced or refunded. In Quebec here, we have a law for 10 days full refund on any product purchased. The companies must respect this. If it fails, send a recommended letter to Lenovo USA or Canada (your in USA I recall) exposing the situation and your dissatisfaction. You can politely mention that if they fail to follow up with you, you will go to court. That should make things move ;-)

 

Thanks marcbe. One of the reasons I ask here is because I don't seem to have received a terms and conditions or any kind of document with my computer. Maybe it's somewhere on my computer? I've looked on Lenovo's site but the return policy seems to be hard to find. I wonder if anyone has a link to it?

Common sense would tell me that if the computer does not work I should be able to return for a full refund without restocking and that the restocking is for if you just don't like the computer for some reason other than it's broken, but I hear Lenovo's policy is pretty bad.

 

I had a defective webcam, i wanted to return it, but they only said i could send it in to get fixed and if it came back and still had they same problem THEN i could return it w/o a restocking fee.

 

No matter how bad their policy is, if you fight a bit there are laws that they can't paypass with their contracts.

The term and condition contract was available when you checked out your system. At some point you had to check a box to confirm and there was a link to print it. Just fill a dummy system order up to a point you see this. Don't enter any credit card number etc. That should get you to that document.

 

Yeah, I would give them a chance to prove their good will before coming on strong on them. Give them a chance and then if they fail to correct your issue, negotiate with them for full refund. If they reject that, go for the letter etc.

These are large companies and the last thing they want is to tarnish their reputation. I feel that most people that are unsuccessful dealing with after-sale support just fail to correctly negotiate with the support people. Be insistent and convinced but polite all the time. I once had a SONY DVD player that broke at 1 year and 3 days (1 year warranted). I went directly to the SONY headquarter in the city and exposed the problem. At first they were going by the book. After some talks they agreed to cover as a good will effort. I ended up with a newer model free as they failed 2 times to fix it. With the right tone, you can rarely miss the target.

 

That sounds fair. I guess I'll call and see what they say. If they say I can return it without restocking I might do that and buy another machine. If not I guess I'll have to go through their system.

I don't really want to return the machine. If they can fix it without introducing new issues that would be okay. I've just heard so many bad stories about their warranty service.

 

I just recently bought a new R61, the screen had a dead pixel, a fairly prominent one, in the middle of the screen. I call Lenovo, they said only 10 or more dead pixels would qualify as defective!?!?!?!? and that if i were to return the laptop, i would have to pay 15% restocking fee, furthermore, I cannot get the laptop replaced.

What a bunch of bull, worst company ever dealt with. How hard is it to check the screen for a simple dead pixel? Why does the customers have to bear the cost of 15% restocking fee when it's the company's fault for not QA before sending customers BRAND NEW laptops? What's the point of even buying from Lenovo, since there is no way I can see the laptop before hand, and the only salvation is placing trust in a company that does not even back up its own product????

Buying Lenovo laptops is like playing Russian Roulette. Buying a $1200 laptop only to get a dead pixel smack in the middle of the screen and can't even return it.

Buyers beware. I would suggest buying from HP and Dell instead, much much better return policy. You don't like it, no restocking fee, they take it back no questions asked, THEY EVEN SEND YOU THE SHIPPING LABEL.

 

pullmyfinger, that's my experience with them too. I think Lenovo has one of the worse return policies.

However, if you read around in these forums you'll hear about someone who were able to get their laptops replaced for a single stuck pixel. Granted, he seems to have been successful because he purchased through a company that makes large orders, but there are other similar cases. If you are really determined try again and again until they bend to your wishes. Ask for managers or for your case to be escalated. Keep calling until you get the results you want. Just be firm and don't take no for an answer. But, don't be rude or too aggressive.

For me, I don't have that kind of time...

I like my T61p even though it's got issues. But I don't really like Lenovo as a company. Dell is much more reasonable as a company... but their machines are not as good.