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Don't expect Lenovo's next business day warranty to be done next day

A complaint appeared on Leveno Singapore Facebook Page on how a user encountered countless problems with her one year old thinkpad x220. Despite having paid additional for Lenovo's next business day warranty, it took awhile for the user to get any service.

Wrote Jan Chia on Lenovo Singapore Facebook Page,

"I am so disappointed with my one year old thinkpad x220. Despite purchasing the next business day international warranty, I had to wait over a week to receive servicing. Sadly, the laptop has been serviced numerous times over the past year.

..  It's tiring to call customer service daily, I have given up."

Though Lenovo Singapore has forwarded her case to Lenovo Customer Care department,  there have been no updates from Lenovo as time of this published post.

As the admin of Lenovo Singapore requested openly for Jan's serial number, the details for her warranty are as follows:

System Info
Type: Model: Serial number:
4290 RS8 R9ED57E
- Base Warranty 
Status: Start date: Expiration date: Available days in warranty:
In warranty 6/24/11 6/23/14 601 days remaining
This product has a three year limited warranty and is entitled to mail-in or carry-in repair service.
- Upgraded Warranty 
Status: Start date: Expiration date: Available days in warranty:
In warranty 6/24/11 6/23/14 601 days remaining
This product has a three year limited warranty which includes a ThinkPlus warranty upgrade. This product is entitled to parts and labor and includes on-site repair service. Service is available Monday-Friday, exceptholidays, with a next business day response objective.

It seems Lenovo interpretation of next business day warranty is for the user to get a response by the next business day and it cost USD99 for two years.

A Google search has shown several posts about Lenovo's interpretation of next business day warranty.

Wrote Madduck,

"My understanding of the contract has always been that, assuming the problem requires on-site service, a technician gets in touch with you by the end of the next business day to agree on a time for the on-site visit. The contract does not guarantee that there will be a technician on-site on the next business day, but for two or three hundred Euros, that would be too much to ask.

However, it turns out that I assumed too much. First of all, Lenovo sells you a "next-business-day response time objective", meaning that they aim to respond by the end of the next business day, but (obviously) can't be held liable if they fail to do so. Apparently, they don't even have to provide a reason for missing the objective.

What's even more curious, however, is their interpretation of "response": the term stems from the time when operators would log calls and technicians then processed the queue. Nowadays, Lenovo prides itself with "skilled technicians resolving more than 30% of all problems already on the phone", so the technicians log the calls and then immediately respond to them.

According to Lenovo, it is thus completely acceptable and within the bounds of the contract if the phone technician logs a call on Thursday (and thus responds to it righ away), an the on-site technician calls to arrange for a visit on the following Tuesday, and the first available slot would be Friday — 6 business days after the call was logged."

Is it worth it to pay about USD99 to pay for just a next day business response objective?


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