"Onsite Next Business Day Warranty" - Current Warranty Request/Warranty Issues/Poor Service

Question

TL;DR at the bottom of the post, detailed information in between.   I have had a T430s for a little less than three years.  I have called the warranty/customer service ~5+ times and every time gotten extremely poor service, whether it be because parts were "backordered" for weeks at a time, or because "Next Business Day" service has been anything but. I have decided to take a different route for my most recent warranty request, I will keep an up to date account of my request via this forum, with the intent of informing as many as possible with the current state of "Onsite Next Business Day Warranty". I called the warranty ~1hr ago and filed a service request.  The outcome of the request was that "I should receive a call in the next day or so, no later than 5:30PM tomorrow" when the employee I spoke with arrives in the office.  I pressed as to who would call, the employee would not answer definitively, but hinted that it would be his manager, because my warranty request apparently contained "so many parts that it required approval".  The parts have not been shipped, and it was abundantly clear that the subject of the call would be whether this warranty request would get approved. Hopefully, readers can already tell where this is going, next business day onsite repair apparently means in the next 24 hours, you will receive a phone call letting you know if Lenovo will honor their warranty obligations that have already been paid for. To detail my issues:1. The fingerprint scanner has stopped working for the second time. 2. I have had an issue where when I pick up the laptop on the lefthand side, the screen turns to 'snow' and will not return to its regular condition until next boot.  The laptop is unusable in this condition.  I have been attempting to get this fixed essentially since I purchased the laptop, however, after 3 technicians came to 'fix' the issue, it has not been solved.  I have asked/suggested every time I have called the warranty line that the issue is the system board, and it needs to be replaced.  Every time, they have refused to replace the system board, instead opting for other parts, some of which were on 'backorder' for over a month (remember, "Next Business Day Onsite Repair").  The difficulty in obtaining warranty service from Lenovo has caused me to only attempt to get this fixed when other issues pop up, as they have in this case.  Frankly, this issue alone should have caused Lenovo to call this laptop what it is after warranty request #2, a lemon, and they should have/should send a replacement model. 3. The laptop will not 'awake' from sleep mode - when the lid is closed, the keyboard/power button will not respond, and all power sources (battery, charger cable) must be removed and the laptop restarted. 4.  When the laptop is booted up, there is a 'CMOS' error message - I have never had a BIOS battery 'go' in this short a time frame. Issues 1,3, and 4 have cropped up in the last week. The warranty employee suggested that I might need to send my laptop in for 'Depot' repair instead of onsite, which in this instance will not work because of the significant delay that may entail.  I have a professional licensing/certification exam this month, and would greatly prefer that my laptop be in tip-top shape for the exam.  The need to have the greatest level of uptime is what caused me to pay for the NBD Onsite Warranty in the first place. My previous (horrible) warranty experiences and requirement for expedient repair have led me to seek a better method for resolving issues, namely airing them in a public forum, which hopefully will elicit a response from someone who can actually get things done in the warranty department. I have 0 hope of receiving next business day repair (or even repair by Friday, as the warranty explictly says calls received after 4:00 PM might take 2 business days).  I am skeptical that the issue will be resolved in the next week or two. Likewise, I have little hope that [some of] the problem(s) will actually get resolved after "repair" has been made, as historically that has not been the case for me with this laptop.  I will be voting with my dollars after this, as I have been uniformly unimpressed with Lenovo customer service/warranty/etc.  The laptop has been very nice when it doesn't have issues (and when I don't forget to grab it in a certain way), however, everything else about Lenovo has been exceedingly frustrating. The TL;DR of this is:1. If you work for Lenovo and can help, or if you don't and can help, please do!!!  I will be extremely grateful for any assistance. 2. DO NOT under any circumstances purchase the Onsite NBD warranty thinking that the warranty will live up to the title.  I have never received NBD Onsite warranty service, despite repeatedly 'giving' the option to Lenovo to provide such service. 3. If you are considering purchasing a Lenovo product, please read some of the stories people have on their dealings with the support side of the business.  I will speak for myself and say that I will almost certainly never buy another Lenovo product again, and will strongly encourage everyone I know to do the same - after recounting my issues with them.  

Answer 1

Hey burgerbone,
Sorry to hear about your troubles getting your machine issues resolved. I am not sure of the onsite policy related to your symptoms but I will be happy to look into it for you.
Do you mind sending me a PM (Private Message) with your machine/case info?
Thanks!
Ty