Need help on how to deal with Lenovo re: Ext Warranty fiasco
Posted: Fri Jan 21, 2011 9:46 pm
I bought a T400 in the fall of 2009 when the Lenovo website advertised a free 3 year extended warranty upgrade promotion. When I called Lenovo today regarding a warranty issue, I was told my T400 only had a 1 year base warranty which was expired but that it had the 3 year battery warranty which I had added & paid for. They did not want to listen to my side of the story - end of discussion. This was rather upsetting to say the least since the extended warranty promotion covering the entire laptop was the sole reason I bought the machine at that particular time.
I went back through the e-mails from Lenovo and found several quotes that included the 3 year warranty promo - 41C9170 LENOVO THINKPLUS EXTENDED SERVICE AGREEMENT - 3 YEARS - PICK-UP AND RETURN $0.00.
The situation is complicated by the fact that I had to deal with several different sales reps to complete the order but I refered back to the original extended warranty promo each time I spoke with someone new and in fact, I sent the rep who executed my order the original quote with the promo information included as the basis of my order. My final modification to my order was to add the 3 year extended battery on top of the 3 year warranty.
Immediately after my order was completed, I received a order confirmation e-mail listing the details of the build. The details included the following - 1 55Y2645 LENOVO THINKPLUS DEPOT REPAIR WITH BATTERY WARRANTY - EXTENDED SERVICE AGREEMENT - 3 YEARS - PICK-UP AND RETURN. I read this as meaning the I had a 3 year Depot repair warranty WITH a battery warranty as well so I didn't think there was any need for concern.
The Lenovo people I spoke with today claimed that it was impossible that I would have been offered an extended warranty offer and told me rudely that I would have to prove that I paid for the 3 year extended warranty before they would look into the matter. Of course, this ignores the fact that I never had to pay for it since it was a promotional offer. This is akin to my buying a T400 with a double memory promo attached and then receiving the machine without the promised double memory and being told by Lenovo that I would have to prove that I paid for the extra memory to get it.
Any advice on how to proceed with this situation? I spoke with three different people in Lenovo sales today and the first one was aggressively rude, the second indifferent and the third one (the guy who executed my order) defensive and evasive. BTW, I called technical support regarding my 3 year battery warranty and was told that they had no record of it even though the sales side insisted that I had one. They had to transfer me to someone who worked for IBM entitlement who asked me to send them the original sales invoice with proof of warranty purchase. This has been a long day...
I went back through the e-mails from Lenovo and found several quotes that included the 3 year warranty promo - 41C9170 LENOVO THINKPLUS EXTENDED SERVICE AGREEMENT - 3 YEARS - PICK-UP AND RETURN $0.00.
The situation is complicated by the fact that I had to deal with several different sales reps to complete the order but I refered back to the original extended warranty promo each time I spoke with someone new and in fact, I sent the rep who executed my order the original quote with the promo information included as the basis of my order. My final modification to my order was to add the 3 year extended battery on top of the 3 year warranty.
Immediately after my order was completed, I received a order confirmation e-mail listing the details of the build. The details included the following - 1 55Y2645 LENOVO THINKPLUS DEPOT REPAIR WITH BATTERY WARRANTY - EXTENDED SERVICE AGREEMENT - 3 YEARS - PICK-UP AND RETURN. I read this as meaning the I had a 3 year Depot repair warranty WITH a battery warranty as well so I didn't think there was any need for concern.
The Lenovo people I spoke with today claimed that it was impossible that I would have been offered an extended warranty offer and told me rudely that I would have to prove that I paid for the 3 year extended warranty before they would look into the matter. Of course, this ignores the fact that I never had to pay for it since it was a promotional offer. This is akin to my buying a T400 with a double memory promo attached and then receiving the machine without the promised double memory and being told by Lenovo that I would have to prove that I paid for the extra memory to get it.
Any advice on how to proceed with this situation? I spoke with three different people in Lenovo sales today and the first one was aggressively rude, the second indifferent and the third one (the guy who executed my order) defensive and evasive. BTW, I called technical support regarding my 3 year battery warranty and was told that they had no record of it even though the sales side insisted that I had one. They had to transfer me to someone who worked for IBM entitlement who asked me to send them the original sales invoice with proof of warranty purchase. This has been a long day...