Friday, November 20, 2015

Lenovo Warranty Experience

In this post, I'm going to talk about my recent experience with Lenovo's warranty repair department. The laptop that I had repaired is my personal laptop and is from their consumer line of products.

A little while back, I purchased a Lenovo U31. I ordered the it directly from Lenovo and received it in about a week directly from their factory in China. The model that I got came with a 500 GB SSHD (Solid State Hybrid Drive), which I immediately swapped out for a 500 GB Samsung 850 Evo SSD. Overall, I was pretty happy with the laptop. It was less expensive than similarly spec'd models from other manufacturers, and it worked well for what I use it for - mostly web browsing and casting content to my Chromecast.

After using the laptop for a while, I noticed that the lid sensor wasn't working - when I closed the lid the display would stay on and the computer wouldn't go to sleep. I was bummed at the prospect of having to be without my brand new toy while it was being repaired, but hey, defects happen. That's whey they have warranties. I called Lenovo and they emailed me a prepaid shipping label to send the laptop to their repair center in Grapevine, TX.

I removed my SSD and reinstalled the factory hard drive in the interest of not sending in any personal data. I also figured that the drive would probably end up getting re-imaged (it did).

I was told that the repair would take 5-7 business days - pretty standard for a consumer-grade product. That time frame went out the window when there was a "service parts shortage" and the repair was put on hold. Lenovo ended up being in possession of the laptop for over a month before the repair was completed.

Tracking history for my support case

When I finally got the laptop back, there were a few grease/dirt stains on it that definitely weren't there before. This wasn't a big deal since I was able to remove them with a little rubbing alcohol, but it was still an annoyance.

The biggest issue that I had was when I went to reinstall my SSD. I discovered that they didn't reinstall the screws that secure the hard drive caddy to the chassis. Really?! Fortunately, I was able to scavenge some screws that would work from my collection of old computer hardware.

I like the laptop, but based on my experience, Lenovo's infrastructure leaves much to be desired.