Thinkpads Forum

johnvndnbrk wrote:It would be interesting if Lenovo offered "Buyers Remorse" insurance up front. For example, for an extra $100 you can return unopened or opened items within 21 or 30 days of receipte w/o incurring a 15% restocking fee (assuming the notebook was free of any user damage).

Now that's an interesting idea ... I kind of like the concept.

johnvndnbrk wrote:Lenovo's return policy is very much like DELLs unless you live in Canada, which sounds more like IBM and has in part:

For a new IBM Machine, you may return it to IBM for any reason within 30 days of the date of invoice and obtain a refund or credit. IBM does not provide refunds or credits for portions of a packaged offering provided at a single price. You may return the complete package for a refund or credit.

It's worthwhile noting here that Lenovo Canada does not offer CTO models, so any returns they take will be standard configurations.

But in that vein, another idea for Lenovo US would be to have a more relaxed returns policy for standard configurations than for CTO models.

How if the machine you got is, by your standards, unusable? That's where I am now: I ordered a T60p back in June. After weeks of delay, I finally got it, installed the OS, and discovered that it's got an intolerably noisy fan that runs all the time, even when the machine is idle.

I've tried everything I can think of (that doesn't involve modifying the hardware) to reduce power consumption & heating, but the fan still runs. It seems absolutely unacceptable, in this day & age, for a notebook machine to have fans that run at idle - a "feature" that is not mentioned in any of their advertising that I've seen. I can't use the system: will Lenovo take it back?

jamesqf wrote:snip.......... ....I can't use the system: will Lenovo take it back?

IBM can service it for you as long as it's still under warranty. Call 1-800-426-7378 (24/7)! and explain what you're experiencing, IBM will send a box in case of depot warranty or you can take your machine to any authorized IBM repair center in your area.

What's about while the order is in processed, and the order hasn't shipped, and we call to cancel the order? If the policy remains the same, there won't be any charge right?

And if we have cancelled the order, but somehow Lenovo messed up and ship it any way, will there be any charge for anything? Shipping?

I'm thinking of cancelling my order of T61p. I have been waiting for more than 6 weeks now and thinking of getting another T61/X61 already in store instead.

ryengineer wrote:

jamesqf wrote:snip.......... ....I can't use the system: will Lenovo take it back?

IBM can service it for you as long as it's still under warranty. Call 1-800-426-7378 (24/7)! and explain what you're experiencing, IBM will send a box in case of depot warranty or you can take your machine to any authorized IBM repair center in your area.

Yes, I'm in the process, waiting for the shipping box. What I'm worried about, especially after reading many of the posts here, is that Lenovo thinks having a fan running at low system load is normal & acceptable behavior, in which case I'm A) out two months spent waiting for the system to ship, then fiddling with PowerTop & kernel compiles trying to get it working acceptably; and B) trying to hawk the system on eBay or somewhere for what I can get, while shopping for a replacement.

I've got models to work on that're going to need at least a GByte of RAM, probably two, otherwise I'd have been perfectly happy with my old Dell machine, which only runs the fan when it's crunching at near 100% load.

NaT wrote:What's about while the order is in processed, and the order hasn't shipped, and we call to cancel the order? If the policy remains the same, there won't be any charge right?

Absolutely no charge, sir.

NaT wrote:And if we have cancelled the order, but somehow Lenovo messed up and ship it any way, will there be any charge for anything? Shipping?.....snip...

You'll have to pay the shipping charges to send it back however a generous rep can waive it for you if asked nicely, please keep in mind not all the times though.

jamesqf wrote:Yes, I'm in the process, waiting for the shipping box. What I'm worried about, especially after reading many of the posts here, is that Lenovo thinks having a fan running at low system load is normal & acceptable behavior, in which case I'm A)............snip

Sir, I am going to give lenovo a benefit of the doubt since your machine has not been fixed yet. Write down the issue(s) with your machine on the piece of paper provided to you by EasyServ, IBM will run full tests and will do whatever it can to solve your problem, just give it a chance please.

ryengineer wrote:You'll have to pay the shipping charges to send it back however a generous rep can waive it for you if asked nicely, please keep in mind not all the times though.

Thanks for your feedback, Ryengineer - I cannot say I asked the nicest, at least not after the first couple of attempts, but further discussion on my order issues did ultimately lead to them helping me return the notebooks I received as well as paying for shipping. The Lenovo representative who finally assisted me was extremely helpful and professional, and also followed up with me until I had the notebooks returned - which was above and beyond what I had expected regardless of how things may have started.

On another note, I have had excellent service on the two times I needed to use my warranty on my last notebook. One was a hard drive failing (sectors going bad....) and the other was with the DVD Ultrabay drive. I received a replacement HD the next day and believe it was a day or two for the DVD Ultrabay.

I would try to hang in there with your notebook purchase, which is hard to do. It is well worth the wait, IMHO!

John

I had an amazingly excellent customer service experience with Lenovo this year.

I ordered a WUXGA Z61p on January 30th. It arrived on February 15th, but I did not open it until February 25th, hoping Lenovo would offer it with Vista instead of XP. It did qualify for the Vista Express Upgrade.

Out of the box it had a problem freezing up when I plugged in an ac adapter, even an unpowered ac adapter, even with no operating system installed. Depot repair tried to fix it but did not. Lenovo engineering worked on it, replicated the problem, improved it, but did not eliminate the problem.

In May, when the T61 was announced, I returned it and got a full refund.

I was treated very nicely at every step of the way.

It makes waiting for the T61p WUXGA less painful.

Whats the penalty free period for returning an item bought from the Lenovo Outlet?