Warranty options vanishing?

[ThinkRob]

Is it just me, or has anyone else noticed the options for 2, 4, and 5-year warranties are conspicuously absent for some of the more recent ThinkPads (I noticed the omission for the T{4,5}10 series.)

Just wondering whether it was a bug or a shift in policy... I'd hate to think that Lenovo's moving away from 4/5 year warranties -- the awesome warranty is one of the things that I love most about my X61s!

Cheers,
-Rob

[ajkula66]

I have no inside info but doubt that it's a bug...

[ThinkRob]

I have no inside info but doubt that it's a bug...

With anyone else I'd agree, but given that Lenovo seems to have all sorts of issues with their checkout system (remember the multi-thousand dollar CPU upgrades?) I'm not entirely confident it's not.

[ajkula66]

After doing some research I will now conclusively state that it's NOT a bug...a LOT of changes in warranty policies have taken place...

[ThinkRob]

After doing some research I will now conclusively state that it's NOT a bug...a LOT of changes in warranty policies have taken place...

Hm. Well that's not good. Let's hope that the warranties/service aren't Lenovo's next target for "consumerization"...

[GomJabbar]

The warranty on my T42 expires next month!

[ajkula66]

@GomJabbar:

If you have an option of extending it (i.e. the machine is not 5 years old yet), now would be a good time to do so...

[GomJabbar]

Thanks, I'll give it a try.

[archer6]

If there is one thing I _know_ it is the unfortunate complacency and incompetency of the team that runs Lenovos web site as of recent times.
.
I have visited the site regularly more than 10 times each month for years. Within the last 18 months in particular, the sales section where new ThinkPads are offered has been fraught with more errors of gross over site, omission, or sheer error than I have ever seen on the web. I could go on citing (conservatively) close to 100 errors in this time frame. I am particularly certain my statement is accurate (I'm a long time ThinkPad Advocate & customer. I'm definitely _not_ bashing Lenovo) as I buy at least three or four new ThinkPads per year, year after year.
.
To the topic, recently I ended up ordering a T510 instead of the W510 I wanted as there were _no_ warranties offered on the W510 configuration pages. When I called in (not once, but FIVE times) to purchase over the phone I was given five different stories about 1) Why no warranties were on the web site and 2) Quoted $399.00 US for a 3 year warranty by one sales person, while the others prices varied as though they were throwing darts on a price board.
This destroyed my trust, thus I hung up from each call, and after the fifth I ordered a T510 instead of a W510, from a page that _did_ have warranty choices with the normal price points I'm used to seeing for 3yr warranties.
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A few days after placing the order I noticed the T510's had been removed from the site. Upon calling in, again I got five different stories from five different sales representatives. When asking to speak with a supervisor (in a very courteous tone) I was given every excuse in the book as to why they were too busy.
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Thus for the first year since 1992, I have _not_ purchased a new ThinkPad in Q1, due to their incompetence, complacency and dishonesty. A sad commentary indeed.
.
Cheers...
posted via BlackBerry Bold

[ThinkRob]

If there is one thing I _know_ it is the unfortunate complacency and incompetency of the team that runs Lenovos web site as of recent times.

It does seem to be particularly bad re: warranties. Heck, I'm still ticked about what happened with my X200s warranty...

I've also noticed that the options vary seemingly day-to-day. I priced out an X301 recently, and found that there were only options for 1, 2, and 5 (yes, 5) year warranties. The next day, 5 was gone, but 1-4 were listed. Subsequently, 3-year 24x7 Priority came and went, along with the arrival (and subsequent departure) of a number of onsite/ADP combos. It's nuts.

Here's what I want (in an ideal world): 5 years of on-site coverage for a T400s with accidental damage protection. Since that's not gonna happen, I'd like a T400s with at least 3 years of onsite/ADP. Ideally I'd like one of the same-day "priority" options with ADP, but given that I can't get a straight answer out of the reps as to how to go about ordering that, I'm resigned to just waiting until the options I want are visible on the page in question.

I may not order the T400s right now either, given that I'm still waiting to see what happens with the T{4|5}10 series....

EDIT: Also, why have I suddenly lost the ability to upgrade my X61s's warranty? I've got a four year warranty that I'd like to bump up to 5, but can't seem to do so through the site. Grr... I may end up giving IBM a call...

[archer6]

For those of us long time ThinkPad users and advocates, there's been a distinct decline in the purchase experience. I speak from first hand experience as I buy several new ThinkPads each year. Like many others, I had great concerns when Lenovo took over, in terms of the impact and potential changes or decline in the quality of the computer. Thankfully I find the computers just fine, but the sales department and portion of the web site horrendous. Unfortunately I could go on for hours with example after example of the blunders and incompetency. Just one most recent example is the removal of the T510 from their web site. When calling in no fewer than five times on the same day, I got five difference stories. They ranged from "oh we are having a problem so we pulled them". To "oh we are overwhelmed with orders so we took them off the site". When asking when they would resume offering them, I was told by three of the "sales reps" that it would be a minimum of one month with a wait time for delivery being an additional six weeks! Visiting the site daily is now required if one is ready to buy, as it was less than one week later when they appeared. I placed my order and got a quoted delivery date of just 12 days later! Thus I say with great disgruntlement, these people have no clue. Or if they do, they're certainly not revealing it. Hello... Lenovo? Anyone home?

[GomJabbar]

@GomJabbar:

If you have an option of extending it (i.e. the machine is not 5 years old yet), now would be a good time to do so...

THE MAN SAYS: "No can do."

[ajkula66]

@GomJabbar:

Sorry to hear about that...however...

From all the disagreements on non-ThinkPad topics you and I have had, I'm certain that you know that I don't give up easy, and neither do you...

Now, to the essence:

a) What exactly have they told you?

b) What's the production date code on that T42 ?

c) What type of warranty is it currently covered with ?

We are NOT going to let this go just like that, are we now?

[GomJabbar]

ajkula66, thanks for your support.

a) There are no warranty options available for this ThinkPad (he looked up my existing warranty and saw that it expires next month).
b) 0502 AFAICT. I assume that means February, 2005.
c) ...

Code: Select all

Type:  Model:  Serial number: 
2378   FVU     xxxxxx
     
Status:      Expiration date:  Location: 
In warranty  2010-02-25        UNITED STATES 
     
 Warranty service upgrades and maintenance services 
 
Description: 
This product has a two year ThinkPlus maintenance offering. This product is entitled to parts and labor and is entitled to EZServ. Service is available Monday-Friday, except holidays, with a next business day response objective. Customers may call their local service center for more information. 

[ajkula66]

OK, got it.

The machine is turning five next month, and that's unfortunately the end of the story...

[GomJabbar]

I guess sooner or later I'll be stuck buying a widescreen glossy screen laptop with low resolution.

[ARD]

Gom,
A good 15" nicely specced T60 with an IPS screen would make a fine replacement for that T42.
I had a T43 before my T60 and I had no complaints over the switch.
Good luck.

[goofyGAguy]

Gom,
A good 15" nicely specced T60 with an IPS screen would make a fine replacement for that T42.

Correct! I know of a really nice one.