Experience with Lenovo Tech support for my Lenovo Twist – Part Two

This a follow up from my first blog about Lenovo tech support for the Lenovo Twist trackpad problem. After about a month and a half Lenovo finally sent the correct parts and a technician to get my Lenovo Twist buttoned up. This after several appointments being set only to find that the tech didn’t have all the required parts.

Finally, though, the tech showed up all the needed parts. He proceeded to replace everything he had. Motherboard, palm rest, screen. Everything except the bottom, hard drive, and battery it seemed like. He reassembled it and booted it up. Yes!

Windows detected some hardware changes and automatically took care of the drivers, etc. That’s fine. No re-registration needed. Cool…

I gave it a quick once-over and all seemed good to go. Almost as good as new. Just like getting a brand new laptop.

A few minutes after the tech leaves, another problem pops up! I couldn’t believe it.

The touchscreen is acting all weird. It’s like someone is dragging their fingers across the screen back and forth from left to right and right to left, very fast. Man! Now I have to get on the phone and try to get this resolved. I removed and re-installed the touch screen in device manager. Tried updating the drivers and rolling it back. Still the problem materialized.

Back to the Lenovo tech support call queue. After calling the support technician that my case was escalated to, he pretty much said that I have choice between getting more parts replaced and getting a new replacement unit. Basically a replacement is new laptop. I opted to get a replacement unit but if I go that route, the replacement would have to be approved which would be, according to him, no problem at all since so many parts have been replaced already. It only takes two major component replacements to qualify for a request for replacement. By this time almost everything was replaced so qualifying wasn’t going to be a problem.

So another 3 business days later I get a call from the department that is handling the replacement and guess what? The Twist is no longer being made so the next available model that’s comparable is the ThinkPad S1 Yoga. After reviewing the specs it’s pretty much identical except the cache on the hard drive is 16GB instead of 24, or something like that. I don’t think that’s a deal breaker.

In my post about Accidental Warranties I explained how beneficial these programs are highly recommended. And for me it is definitely the case. Albeit it took a few weeks, in the end I didn’t have much down time and the problem is getting resolved.

I stand by my opinion that getting the extended and accidental coverage is a good thing. And I still recommend Lenovo ThinkPads and their warranty coverage.

Thanks for reading and hopefully there won’t be a part 3!


Accidental coverage and Extended warranties for mobile computers

At my company, we always get computers with the next day onsite repair coverage just in case there is a hardware problem. Almost always 3 years, some 5 years. When hardware fails getting service is simple. You call in to technical support, tell them what the issue is and if it is indeed a real issue, they many times will overnight the parts to you. Often they will send a tech to install the parts which is extremely helpful. It’s so convenient and such a time saver.

Just the other day, a client was using his computer, a desktop, and the hard drive died. I verified that it was. How? Two ways. First and most obvious – you hear clicking. Click. Silence. Click. Nothing. Click. It wouldn’t boot up. Second, the computer has onboard diagnostics and after running it, it came back with a hard drive failure error. Fifteen minutes on the phone with support and 24 hours later a new hard drive arrived. Preloaded with the basics – Windows, all the appropriate drivers, and any other software that came with originally on the computer when it was purchased. I still had to load other software – Office, Firefox and Chrome, Java, Flash, etc. But at the end of the day the computer was in working condition in a couple days. Thankfully, we had good backups and folder redirection so the data loss was minimal.

I highly recommended the retailer’s accidental damage coverage if you buy a portable computer, laptop, tablet, or some other device that’s going to see heavy use. I know. Many of you, even me, gasp at the thought of paying for the coverage. It’s true that for the most part for many things, it’s a waste of money. But in the case of laptops, I believe, for the heavy road warrior laptop user, it’s a good safety net to have. Best Buy’s warranty will replace the laptop with a comparable unit sometimes if you have their accidental coverage.

I know of someone who accidentally shattered their laptop screen with a golf club and because the unit was covered with the accidental coverage, Best Buy replaced it with a newer laptop. It was a more powerful machine than the one that was replaced. Why? Because it had been over 2 years since the damaged laptop was purchased and the newer one which had a more powerful CPU, more memory and hard drive space, better graphics was the closest comparable unit. They did all the data transfer and a fully functional, faster, more powerful laptop was handed over to the golfer so that they could watch YouTube videos on how to improve their golf swing once again.

So, if you are going to be travelling around with your laptop or possibly going to put it in situations where it may get dropped or damaged, get the warranty and accidental coverage. Remember that the two are different. The warranty covers all hardware problems as a result of normal use. The accidental coverage takes care of…you guessed it…damage caused by accidents.