Bought a ThinkPad in December and in February I discovered that when my routers are set to just 802.11ac ,the laptop won't connect. I sent my ThinkPad to the Lenovo repair center since it is still under warranty. That was mid March. It is May now. I have been checking on the status of the repairs and they have been repairing then holding for customer info then waiting for parts then repairing, then waiting for customer info again about 5 times. I called them today and they told me that they are waiting for a new motherboard. What is a reasonable time to wait for repairs under warranty, and when am I legally in my right to ask for a refund?
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Lenovo has been "repairing" my laptop since meddle of march
- Thread starter bezant
- Start date
Bought a ThinkPad in December and in February I discovered that when my routers are set to just 802.11ac ,the laptop won't connect. I sent my ThinkPad to the Lenovo repair center since it is still under warranty. That was mid March. It is May now. I have been checking on the status of the repairs and they have been repairing then holding for customer info then waiting for parts then repairing, then waiting for customer info again about 5 times. I called them today and they told me that they are waiting for a new motherboard. What is a reasonable time to wait for repairs under warranty, and when am I legally in my right to ask for a refund?
Well since the consumer protection laws in Denmark states reasonable time and numbers of times. and i think they believe something around 30 days for a laptops is maximum repair time. I would go for that 30 days thingy
I assume Danish consumer protection laws apply because its not like yoru post has any information that would tell otherwise...
viper_0307
Limp Gawd
- Joined
- Apr 8, 2016
- Messages
- 252
Lenovo usually pretty good with depot repairs. I have sent in Thinkpads over the years, usually back within 7 business days.
One laptop was sent back three times over months. I chatted with them about that if it goes back a fourth time I wouldn't be very happy, they were prepared to replace the laptop.
One laptop was sent back three times over months. I chatted with them about that if it goes back a fourth time I wouldn't be very happy, they were prepared to replace the laptop.
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It was late when I posted, so apologies. I am in New Jersey.Well since the consumer protection laws in Denmark states reasonable time and numbers of times. and i think they believe something around 30 days for a laptops is maximum repair time. I would go for that 30 days thingy
I assume Danish consumer protection laws apply because its not like yoru post has any information that would tell otherwise...
Sorry nate just busting yourballs. Over 30 days defintly sounds wrong to me. But I havent read up on us consumer protection laws since I mowed to thestates.
Havent really got my carrier back up and running.
The tech is probably almost as annoyed as you.and would wish he could give you anrwoneuf he hadhaf it forthat long time. I remember that situation from theother side when idid laptop repairsfor IBM.
Ut company policy are not always forthe best of the consumer
Havent really got my carrier back up and running.
The tech is probably almost as annoyed as you.and would wish he could give you anrwoneuf he hadhaf it forthat long time. I remember that situation from theother side when idid laptop repairsfor IBM.
Ut company policy are not always forthe best of the consumer
HeavensCloud
Oswego, not shitty as Buffalo
- Joined
- Feb 7, 2008
- Messages
- 7,674
Sounds to me like they have been meddling with it for far too long.
Thanks everyone for replying. I spoke with them on Friday, and requested my money back. They said someone will get back to me within 2 business days. As of today, Wednesday, nobody has called me back, so I called them back. The only people whom I could reach told me they could only give me the status on my repair. They had no other authority. Supposedly the case has been escalated to an agent, who was supposed to call me back but has not! It looks like there is no other way to reach out to them as they would not give me the contact info of the agent. The only thing they told me is the agent's name.
Anyway here is the status as per their support site:
Status
Status Date/time received Time zone Description
HP 05/09/2017 02:25:55 E Hold for Parts - Service call is on hold until parts arrive.
HP 05/03/2017 15:19:02 E Hold for Parts - Service call is on hold until parts arrive.
OS 05/03/2017 13:33:00 E Machine being repaired
HF 04/24/2017 15:37:00 E Hold for customer information
OS 04/21/2017 11:34:00 E Machine being repaired
HP 04/18/2017 10:59:15 E Hold for Parts - Service call is on hold until parts arrive.
OS 04/06/2017 10:44:00 E Machine being repaired
HF 04/05/2017 17:24:00 E Hold for customer information
OS 03/31/2017 08:39:00 E Machine being repaired
HF 03/29/2017 15:35:00 E Hold for customer information
OS 03/28/2017 07:22:00 E Machine being repaired
AK 03/20/2017 10:00:00 E Carrier processing request to ship container
AK 03/19/2017 18:40:18 E Carrier processing request to ship container
Since I can't reach out to the agent, what do you guys suggest my next step should be? Small claims court?
Anyway here is the status as per their support site:
Status
Status Date/time received Time zone Description
HP 05/09/2017 02:25:55 E Hold for Parts - Service call is on hold until parts arrive.
HP 05/03/2017 15:19:02 E Hold for Parts - Service call is on hold until parts arrive.
OS 05/03/2017 13:33:00 E Machine being repaired
HF 04/24/2017 15:37:00 E Hold for customer information
OS 04/21/2017 11:34:00 E Machine being repaired
HP 04/18/2017 10:59:15 E Hold for Parts - Service call is on hold until parts arrive.
OS 04/06/2017 10:44:00 E Machine being repaired
HF 04/05/2017 17:24:00 E Hold for customer information
OS 03/31/2017 08:39:00 E Machine being repaired
HF 03/29/2017 15:35:00 E Hold for customer information
OS 03/28/2017 07:22:00 E Machine being repaired
AK 03/20/2017 10:00:00 E Carrier processing request to ship container
AK 03/19/2017 18:40:18 E Carrier processing request to ship container
Since I can't reach out to the agent, what do you guys suggest my next step should be? Small claims court?
Yesterday I managed to get the actual agent assigned to my case on the phone. I speculated that his email would be first initial last name @us.ibm.com and it was. Had multiple agents put in notes that I am trying to contact him and harassed him unit he gave up and called. Well guess what I am typing now on my repaired laptop. They had it fixed and overnighted.
BTW, I asked for my money back every change I got to talk to a person. I think that helped.
BTW, I asked for my money back every change I got to talk to a person. I think that helped.
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viper_0307
Limp Gawd
- Joined
- Apr 8, 2016
- Messages
- 252
A company may not offer a refund check until about third or fourth repair under warranty; as long as you keep documentation. Glad you got back your repaired laptop.
There is a federal law, forgot it's name, that states that the repairs under warranty have to be done in a reasonable amount of time. I did not find any cases on the Internet related to laptops, but consumer goods in general reasonable time is weeks not months.
That is way too long. If you had a Dell business class laptop, they would have shipped you a box to send it back in, and then had the repaired laptop back to you within 5 business days.
That being said, I try to never send a laptop to the repair depot unless absolutely necessary as it is quicker to have an onsite tech come out to do the repair. 1-2 days tops.
I did onsite Dell repair for 2 years strait back in the day and then for about a year (as an independent contractor) a few years ago.
Back in the day I also did a bit of onsite for IBM/Lenovo. And let me tell you, the expectations they give the customers are absolutely unreasonable.. as in, they will have a tech onsite at 8a.m. the next morning... even if the tech cannot even get the parts until after 8a.m. and then have to drive 120 miles.
And their support was absolutely horrendous as well.
Glad we dropped the contract with them a few months after I started working for the company I was working for.
That being said, I try to never send a laptop to the repair depot unless absolutely necessary as it is quicker to have an onsite tech come out to do the repair. 1-2 days tops.
I did onsite Dell repair for 2 years strait back in the day and then for about a year (as an independent contractor) a few years ago.
Back in the day I also did a bit of onsite for IBM/Lenovo. And let me tell you, the expectations they give the customers are absolutely unreasonable.. as in, they will have a tech onsite at 8a.m. the next morning... even if the tech cannot even get the parts until after 8a.m. and then have to drive 120 miles.
And their support was absolutely horrendous as well.
Glad we dropped the contract with them a few months after I started working for the company I was working for.