Acceptable turnaround time for warranty repair?

[mapse]

Hi all-

The hard drive on the X201 I bought in June failed July 10th. I called Lenovo and they said the part was out of stock, but that I should receive it within 7-10 business days. I called again yesterday (7/20) to get an update, and they told me it will be August 23rd before they have any available. I asked whether there is anything else they can do - maybe send me a different hard drive if necessary? - and the guy told me he would "try to escalate it". He said I should be hear back from someone within 24-48 hours.

In the meantime, I wanted to see what most people consider acceptable turnaround time for this. Having my machine out of commission for a month and a half because of something as basic as a hard drive seems a little excessive to me. I was thinking that if they insist there's nothing they can do to get a drive to me sooner, maybe I could ask that they extend my warranty by a month (since obviously I won't be encountering any new warranty issues during the time I can't use the computer at all). Does that sound reasonable?

[Harryc]

Your request sounds reasonable to me, but I have no say in this situation. Ask Lenovo.

[Vempele]

In the meantime, I wanted to see what most people consider acceptable turnaround time for this.

When my hard drive failed, I got a new one (same capacity, rpm and manufacturer, but newer model) 21 hours later. From another country.

There's no excuse for taking longer than a week IMO.

[mapse]

Okay thanks! Just wanted to know whether I was being irrationally demanding.

[itsne]

I handle several IBM Notebooks for my company. My typical experience for a failed hard disk is that it arrives during the next day. I believe a have replaced three this year alone. We standardize on the SATA 100 GB 7200 rpm disks. I would call them back and if they do not provide you with a valid solution, I recommend you ask for the duty manager.

[billp117]

Tell them to substitute another drive. Your HD is probably on back-order because they don't make that model any more or they are out of stock (due to a high failure rate)

It took 30+ days to get a bag of screws for my T61. There was nothing I could do since they were on back-order. As soon as they arrived the onsite tech fixed the unit the next day. Talking to a supervisor will probably fix the problem.