Watch out for Lenovo so-called "extended warranty"

tl;dr -- warranted computer, gone for over 6 weeks so far, dismissive and poor service, want replacement if they can't repair

I own an X1 carbon (2 years old) which over the last year has started to spike in temperature. The fan software no longer works, so I've installed TPFancontrol and Speedfan (one the first time I reformatted and reinstalled Widows, the other the second time) to manually control the fans. I updated BIOS and drivers, reinstalled Windows, etc. I did the normal blowing out of the vent and so on, but the computer would go up to 90+ degrees Celsius and crash. The wireless stopped working as well--intermittently and irrespective of location/modem/time of day.

I sent the computer in for repair, under my 3 year warranty. The first "repair" did nothing. Within 15 minutes, the computer reached 92 degrees Celsius and crashed 3 times. I sent it back for further repair. (By the way, they didn't return it with all parts of the power cord, even though they insisted I send it, and I marked all the parts on the shipping form). Obviously there is no quality control on their so-called repairs.

I have now been without a functioning computer for over 6 weeks. Lenovo doesn't have the correct parts and cannot find them. Parts for a popular computer that is only 2 years old. Now, as a doctoral student, it's pretty hard to write a dissertation without a computer, but as a consultant, I am losing money, since I cannot consult until I have a computer. Moreover my doctoral program is only funded for so long--every month of waiting equals a month in which I will have to pay out of pocket to be a student. Being without a computer for over 6 weeks has already cost me at least $4000.

But when I contact Lenovo to demand they deal with this issue , they reluctantly promise to add 2 months to my warranty--that's it! An acknowledgement that I've lost 2 months of computer use, and a further tacit acknowledgement that they think it will break again. This is after the problem "escalated." Mind you, they don't actually contact you after you "escalate" even though they insist they will.

Other computer companies will replace a defective computer under warranty if they cannot fix it. This happened with my old Asus, and with my kids' HP also. What is wrong with Lenovo's warranty? I feel that if they cannot fix a 2 year old computer, then this warranty is a fraudulent service they are selling.

And I also feel that anyone considering buying a Lenovo should be aware of how poor their customer service is. They do not call back, though they say they will. They issue "part hold final" emails insinuating that this is the last time they will await a part, but then re-start the part ordering process. They do not know who your case has gone to when it is "escalated" and are entirely confused by their own computer system when you ask about your repair status. The "escalation" people are dismissive and condescending when you do finally get a hold of a person. They do not stand by their product.

 

Suggest you post your problem on the Lenovo forum. You "may" gain some attention there. https://forums.lenovo.com/t5/ThinkPad-T400-T500-and-newer-T/bd-p/tp01_en

 

Your situation is terrible but Lenovo has been the best and I've dealt with Dell, HP, Lenovo. If your numbers are correct the opportunity cost of being without your laptop is so great you should have a backup laptop. A used laptop for word processing can be had for $100 in the interim. It's your best option for the situation you are in. Lenovo deals with millions of machines some cases will be more problematic. But I don't think this is the norm for them. Good luck.

 

While I understand your frustration and I would be quite upset as well—over six weeks is ridiculous—if the operation of this notebook was that important to you, you should have purchased the onsite warranty.

 

While I had a similarly bad experience early into my Thinkpad ownership (the computer was at the repair depot for a month, and I had the on-site warranty so it shouldn't have been sent there in the first place), Lenovo did eventually replace my system with a brand new one. And I haven't had problems with the replacement system in the 3 years I've owned it. I hope Lenovo replaces your system as well.

 

I had a similar situation with a Y50 recently. I had issues with the screen and they said they would fix it and send it back. About 1.5 weeks later they sent me back the computer with a WORSE SCREEN than I had sent them in the first place. (Dead pixels and noticeable white spots). Luckily I was still within my return window (well outside by a day or 2) and they accepted it back as a return.

On a positive note though, at least the extended warranty is cheap. I think I remember it being 1/3 the cost of an extended warranty on an alienware.