Warranty Problems!

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JHaislet · #1 Post by **JHaislet** » Fri Sep 02, 2005 1:58 am

I ordered the T43 below in June and received it in July. I ordered and paid for the 4yr On-Site & Thinkpad Protection which was over $400 dollars. To this day, IBM/Lenovo still show it having the standard 3yr ez-serv warranty with NO TPP. It is listed both on the web like this and when I call them. Beyond that, they've got no record of my system having this warranty or me purchasing this warranty unless they transfer me over to Sales and they pull the original order & paid invoices.

This really bothers the hell outta me because the Lenovo Warranty Dept only recognizes my machine as having the factory warranty. I've called multiple times and am promised this will be corrected, but they keep bouncing me back between sales & warranty service, and nothing gets updated or changed.

Does anyone elses Thinkpad show anything besides the standard warranty (if you purchased something more) when pulled up on the Lenovo website?
http://www-307.ibm.com/pc/support/site. ... yle=lenovo

Any ideas?

This is really bothering me as it'd be my luck, I'd need warranty service after the 3rd year and Lenovo would say "Tough [censored], we don't have a record of you purchasing the 4yr On-Site & TPP."

ariadgr · #2 Post by **ariadgr** » Fri Sep 02, 2005 4:50 am

Do you have a receipt confirming you paid for the 4 year warranty?
If no, you can ask for a copy, and then call and sort the matter.

fefland · #3 Post by **fefland** » Fri Sep 02, 2005 3:43 pm

Did you get this resolved? I just got a T43 and it is not showing be Thinkpad protection or upgrade to 3 year depot. This worries me.

Frank

keku · #4 Post by **keku** » Fri Sep 02, 2005 3:51 pm

Problem is lenovo doesn't put copy of invoice with laptop. goto Order status page and put your order number and check the invoice and print it. or just click on order status link in order confirmation email.

then call these post sale support guyz, 1-866 428 4465 option 2 and tell them all this.

JHaislet · #5 Post by **JHaislet** » Fri Sep 02, 2005 3:59 pm

These are the same guys I called two weeks ago and they said it would be fixed. It hasn't

While I've got proof of purchase on my end (I actually had to forward them a copy of the order & ship confirmation e-mail they sent me), it still doesn't resolve the fact that my warranty has "fall'en thru the cracks".

JHaislet · #6 Post by **JHaislet** » Fri Sep 02, 2005 4:23 pm

Well I just got off the phone with them again and asked to speak with a supervisor. She wanted to transfer me to somewhere else and I bluntly told her that I need the warranty credited to my laptop serial number NOW, or the $422.10 credited back to my credit card.

I was then told the person who handles that has already left for the day (understandable, being Friday afternoon) and it would be taken care of on Tuesday after the labor day holiday.

We'll see...I can't believe this has been such a pain in the [censored]. Warranties are a sham for most stuff, but the onsites have really saved a couple family members bacon with Dell laptops, specifically with motherboard replacements, which are almost never done when you send it in for service. They usually just flash the bios & wipe the hdd...

wantathinkpad · #7 Post by **wantathinkpad** » Sat Sep 03, 2005 12:56 pm

Finally after being on this site for years and recieving my laptop last week I think I can be of help. I am/had the same problem with them not showing m thinkpad protection on the warranty page. I was given an email address to contact the department.

servpac@us.ibm.com

I emailed them my invoice and I got this reply with my name on it, so it was not computer generated.

Please allow a 5 to 7 business day turn around. This is not in our Lenovo SAP system as of yet, but should be by end of week or early next week. You will receive the confirmation email to register the unit then. Hope this helps.

Thank you,[/b]
cm
ThinkPlus Support
Email: Thinkpls@us.ibm.com
Fax: (800) 628-2101

If you have questions/concerns regarding ThinkPlus offerings,
please contact Lenovo ThinkPlus Support at Thinkpls@us.ibm.com.

ServicePac Support/Dallas/IBM
Sent by: Phyllis Farrell

08/31/2005 11:22 AM

To
ThinkPlus Support/Dallas/IBM@IBMUS
cc

chrisnyc · #8 Post by **chrisnyc** » Sun Sep 04, 2005 3:04 am

I'm still confused by this warranty upgrade issue --

If you upgrade your included warranty within the first 30 days and get charged and receive e-mail confirmation :

Does Lenovo at some point AUTOMATICALLY update your warranty status in their online "check warranty status" section ?

It should ! Or do you have to contact and pester them to get this done ?

JHaislet · #9 Post by **JHaislet** » Sun Sep 04, 2005 3:12 am

Well, I didn't upgrade the warranty within the 30 days after receiving the laptop...I ORDERED the 4yr OnSite & TPP WITH the laptop during the initial order.

They e-mailed me a copy of my invoice Friday, but all it has is the total I paid for the T43, with the warranty lumped in there. Nothing is broken out price wise. It doesn't say I had the warranty added either. It just shows SYS.2687DSUxxxxxxx $2xxx. No details about what comprises that price...

What good does this do me? Nada, as who's going to know what exactly I paid for the laptop & what part was for the warranty, and what warranty I purchased for that matter?

We'll see on Tuesday I suppose.

rockyp · #10 Post by **rockyp** » Thu Sep 08, 2005 5:26 pm

Bump. I have the same problem. I ordered the Thinkpad Protection (within the 30-day period) and have nothing to show for it. Did any of you get this resolved satisfactorily?

JHaislet · #11 Post by **JHaislet** » Thu Sep 08, 2005 5:45 pm

Nope, this still isn't resolved on my end either.

I am starting to get very annoyed by this...

andyli · #12 Post by **andyli** » Thu Sep 08, 2005 7:13 pm

Sounds like a Lenovo/IBM communication problem perhaps? I know when I ordered my TPP within the 30 days of purchase, the "Warranty Status" was updated even before my credit card go the charge.

If warranty is still being done through IBM, and Lenovo is doing the sales, could that be a reason?

chrisnyc · #13 Post by **chrisnyc** » Thu Sep 08, 2005 10:03 pm

Whatever the reason, how do we get this resolved, and our warranties correctly updated and posted ?

When I ordered the Thinkpad Protection within the first 30 days, I had an order quote number that had been e-mailed to me ; initially the sales rep could not locate it, then found it under "Lenovo"; she had been looking under "IBM" ; apparently they do have two different computer systems they are using.

In any case, I'd appreciate some advice. I did receive a package with the Thinkpad Protection contract, and it said you can cancel it within thirty days of receipt and get your money back. But I'd rather just get it properly credited.

I haven't called or e-mailed anyone about this yet. Still I don't think it's a good idea just to wait, and maybe in a year or two when I may need the warranty service, to be having to "prove" that I have it.

krosenstein · #14 Post by **krosenstein** » Thu Sep 08, 2005 10:30 pm

If the total invoice price includes the price of the enhanced warranty and TPP, doesn't that show that you bought it. In other words, back out the price of the hardware and shipping and ask what you bought with the leftover dough.

JHaislet · #15 Post by **JHaislet** » Thu Sep 08, 2005 10:38 pm

Kinda hard to prove that when purchased using EPP when EPP pricing isn't listed anywhere on the invoice. All they have on mine is ONE "total" for the package, which includes EVERYTHING I ordered (T43, extra battey, 4yr onsite & TPP).

Here's what my warranty status says (I ordered 4yr + TPP).
Where's Waldo?

Type: Model: Serial number:
2687 DSU XXXXXX

Status: Expiration date: Location:
In warranty 2008-07-08 UNITED STATES

Warranty service upgrades & maintenance services Warranty service upgrades and maintenance services

Description:
This product has a three year limited warranty and is entitled to IBM EZServ service. Customers may call their local service center for more information. Dealers may provide carry-in repair for this product. Batteries have a one year warranty.

wantathinkpad · #16 Post by **wantathinkpad** » Fri Sep 09, 2005 12:38 am

Did you send your request to that email I sent you? I got the reply saying it takes 5-7 business days. Today was the 8th day and I got nothing. So i replied to that email saying i need some answers. I got a link with to register, they told me an email was not on file for me. So i registered an it is processing. I will post an update if it goes through successfully.

JHaislet · #17 Post by **JHaislet** » Fri Sep 09, 2005 12:49 am

Could you PM me the registration link? Instead of e-mailing, I called them two different times last week (I've never had e-mails answered from Lenovo).

fefland · #18 Post by **fefland** » Fri Sep 09, 2005 10:31 am

I have the same problem with not having my warranty entered. I called my sales representative and said I didn't get the warranty upgrade. He checked and said that it is true and that he would let the Entitlement department know. This was last Friday. No change yet. I sent follow up email to sales rep yesterday and got this reply:

"Hi Frank, I sent this to our Customer Service team and will hopefully
receive a response by the end of day tomorrow. Thank you."

Basically I was told if I need Thinkpad Protection service before upgraded that there department would fax the invoice to to support. Sounds like a pain and I too want to get this resolved. I will keep you all posted.

JHaislet · #19 Post by **JHaislet** » Mon Sep 12, 2005 2:08 pm

Finally! They replied to my e-mail this morning and my warranty information IS UPDATED on the Lenovo website! Here's what the description should say if you've got Thinkpad Protection & the extended onsite.

Type: Model: Serial number:
2687 DSU Lxxxxxxx

Status: Expiration date: Location:
In warranty 2009-07-08 UNITED STATES

Warranty service upgrades & maintenance services Warranty service upgrades and maintenance services

Description:
This product has a four year limited warranty which includes a ThinkPlus warranty upgrade. This product is entitled to parts and labor and is entitled to on-site service. This machine is also entitled to the Thinkpad Protection Service. Customers may call the PC HelpCenter (800-426-7378) for more information.

fefland · #20 Post by **fefland** » Mon Sep 12, 2005 3:59 pm

Mine still has not had the warranty updated, although I have only been working the issue for a week so far. I will start bugging them again in a few days.

JHaislet · #21 Post by **JHaislet** » Mon Sep 12, 2005 4:24 pm

Try e-mailing:

servpac@us.ibm.com
odyspreg@us.ibm.com
thinkpls@us.ibm.com

That seems to be the ones that "took notice" of my plight.

Put "Warranty Activation, Order #:xxxxxx" in the subject.

It took them a little over a week to get everything squared way from when I last e-mailed the (before labor day holiday).

FWIW: For some strange reason, I've learned that Lenovo/IBM is more responsive to this issue when e-mailed. Calling on the phone gets you no where except [censored] & frustrated.

rockyp · #22 Post by **rockyp** » Mon Sep 12, 2005 7:02 pm

Thanks for the info, JHaislet. I sent a message to thinkpls@us.ibm.com to activate my Thinkpad Protection and they sent me a link and authorization number to register my TPP. We'll see what happens.

My rep was totally useless. Why couldn't he have taken care of it? As I ordered the TPP online, I was even charged a $5 shipping fee and tax. I don't know what the heck for...I didn't receive a thing!

JHaislet · #23 Post by **JHaislet** » Mon Sep 12, 2005 8:25 pm

Yeah, I agree. Your only supost to need activation if you purchase the extended warranty from a 3rd party reseller (like Bill @ Thinkpads). I was told by purchasing straight from Lenovo, they activate the warranty when you puchase it w/the thinkpad. Obviously this isn't the case.

I'm still kinda peaved that I had to ASK for something I already purchased, and then proceed to jump thru hoops for the last 6wks to recieve something I had ALREADY PURCHASED.

darrenf · #24 Post by **darrenf** » Tue Sep 13, 2005 9:57 pm

FWIW, I've been complaining that a warranty upgrade purchased 4 MONTHS ago was never reflected on the website. My salesman e-mailed everyone under the sun to get it fixed. I have a copy of the back-and-forth e-mails and screenshots from their internal systems -- very cool!

Today he called to say that the warranty tracking system had been fixed and that my warranty status was properly reflected. I went to the site and indeed it was. The fact that mine and JHaislet's were corrected on the same day after a long wait suggests that they have indeed fixed the system and that others should expect to see results as well.

-darren

rockyp · #25 Post by **rockyp** » Wed Sep 14, 2005 2:29 pm

Yes, the web site now reflects that I have Thinkpad Protection:

This machine is also entitled to the Thinkpad Protection Service.

Thanks for providing the info to get this fixed.

RockyP

fefland · #26 Post by **fefland** » Wed Sep 14, 2005 5:57 pm

I am still working on getting mine fixed. Been about week and a half so far.

rockyp · #27 Post by **rockyp** » Wed Sep 14, 2005 7:12 pm

fefland wrote:I am still working on getting mine fixed. Been about week and a half so far.

Fefland,

What finally worked for me was sending a message to thinkpls@us.ibm.com. I got a reply the same day with a link and authorization number to register my TPP. and the following morning it was reflected on the warranty info web site.

Apparently warranty upgrades and TPP are handled by Thinkplus, so the above email address is the most direct way to get this resolved.

RockyP

fefland · #28 Post by **fefland** » Thu Sep 15, 2005 8:54 am

I am working through a different satisfaction issue with my T43 with the Customer Satisfaction Management team and they said that they would look into this as well. I will give them a day or two and then use that email address. Thanks for the suggestion.

keku · #29 Post by **keku** » Thu Sep 15, 2005 2:23 pm

when I placed order I see it like this :

Qty Product Code Description Unit Cost Total
1 SYS.2668Q2 CONFIGURED SYSTEM $2,576.45 $2,576.45

The above product code consists of the following component(s):

Qty Component Description Cost
1 2668Q2U T43P FPR INTEL PENTIUM M 780 $2,469.35

Qty Component Description Cost
1 41C9247 CONSTKPL TP 3YR IOR 9X5 NBD $107.10

Try opening Orginal Order confirmation mail you should see format like above or click on order status link.

chrisnyc · #30 Post by **chrisnyc** » Thu Sep 15, 2005 3:18 pm

I registered my ThinkPad Protection via a link provided after e-mailing the address in the post above ; they responded promptly with the e-mail link. The registration was processed and "successful" the next day. But now, the following day, it does not show up under my warranty status.

Should it update and register there immediately, or might it take another day or two?

Thanks.

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