IdeaPad Y and U series Laptops

[#1]

Jshawnd,

We got a few email bounces for one reason or another - somewhere in the 1%-2% range against all the addresses we have on file.   We will try to reach those by phone on Monday, via the numbers on file from the original order.  Sorry that the email didn't reach you tonight. 

We will send the recovery media to the original ship to addresses, along with the boxes and shipping labels for the re-imaging.  The box for the re-imaging also contains a copy of the email, along with some additional instructions about sending off the system - to back up any personal data (as it will be wiped).  Customers are advised to keep their battery and only send along the AC adapter. 

Mint,

We elected to go with the main service number as they will be in contact with the re-imaging center and will be best able to answer questions as that effort gets under way or address technical support issues on the systems - business as usual. We thought this would result in fewer transfers.   If you wish to return the product, then I would suggest you call the main sales number.  Here is the number and overview of returns from our shop site.   No restocking fee will be applied, and if you explain that you have one of these Y550 systems with the Vista instead of Win 7 preload, you shouldn't need a service case.

"To initiate a return, contact 1-866-428-4465 to obtain an RMA (Return Merchandise Authorization). Any authorized return must include the product and all accessories in the unopened original packaging, along with all documentation (including invoice, RMA and original shipping label), and must be received at the Lenovo National Return Center within 10 days of obtaining the RMA. Incomplete returns will not be accepted for any reason. Returns that do not follow these steps may be refused by Lenovo, and customer assumes risk of loss and damage for packages returned without an RMA. Please allow 8-10 business days after the item is returned for the processing of your credit."

Sorry to hear that the alternatives we provided don't meet your needs - I do understand your perspective on the matter.  Please let me know if you need further asistance after contacting sales on Monday.

Best regards,

Mark

[#2]

Should I have any concerns with the PC the landed on my doorstep today, being re-imaged with Win7?  What I mean there aren't any funky firmware issues that could come back to haunt me in the future from using this new bios?

[#3]

Mark,

that's your standard return policy, I am familiar with it already, thanks but no, thanks. I believe under the circumstances you have to make it more customer-friendly for this case e.g. accept the computers in question no requirements posted, no questions asked, pay for overnight return (expedite enough?), and process CC return in 2 days max. That would be only fair and still, no compensation in sight.

Honestly, with all the holidays ahead and Lenovo notoriety for shipping delays, I am afraid I will be left with no computer to use and no returned money to buy it for a long time.

[#4]

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Mark_Lenovo wrote:

Kumicho,

We did a stop ship earlier this week and confirmed that all on hand stock was captured and will be re-imaged properly.   New builds for unfulfilled orders will ship with the correct, verified Win 7 images, so your open order should be fine.

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Mark, when was the stop ship done? I ordered my Y550 on November 11 and I received an email on Tuesday, November 17 that the laptop had shipped. However, UPS.com only showed "billing information received" as the status until Friday, November 20, when it shows that it was shipped from Shanghai. Do you know if my laptop was part of the stop ship or did it go out just before?

Thanks for your help with this!!

[#5]

nhdiesel,

please read their e-mail - they are going to develop it in a hurry, make it special in a hurry, test it in a hurry, then re-install and re-image it in a hurry. I personally did not order that.

[#6]

Thanks for responding to me specifically Mark.  Not sure how I missed it the first time, but I did find the email, and it was sent before I posted to this forum. 

[#7]

Hi Mark.    What about those of us who already bought a 3 yr warranty with their laptop?  Will there be a refund of the difference in cost between a 2 yr and 3 yr warranty?  If so, how/when will it be processed?

Also, you quoted the return policy that stated items 'must be unopened.'    Almost all customers didn't learn that they had the wrong operating system until they opened the package and turned on the laptop.  Seems like a catch-22 situation if that was what you meant.  I suspect that wasn't your intention since previously you stated that those who wished could return their units for a full refund w/o the 15% restocking fee.  But it would be appreciated if you could clarify this.     Thanks, Jim

[#8]

Mark

We truly appreciate your effort here. I have been using Lenovo laptops(without a single crash)  for the last 5 years and in this mess somewhere I knew Lenovo will stand up to this and provide a good solution.

I have a question.

The email I got from Lenovo to send back for reimaging says " Unless otherwise instructed by our Contact Center, there is no need to include the battery, power adapter, power cord or external media such as CDs or DVDs."

But, Mark you said that we should include the AC power adapter. What should we do ?

[#9]

@Mark_lenovo

Thank you for all the information, Thanks for being the only real source of communication in the last week,

I will opt for the Disk image and hope it may be sooner than the 4 weeks,

and appreciate the extra years warranty. I presume that the images will work and have the full EE and it will be an easy install.

Thanks Again and I did receive my email.

Domenico

[#10]

Mark,

Thanks for the info.  Though very disappointed about my laptop arriving with Vista.  The extension in warranty is a fair exchange for the inconvenience.

I'd like to know if the recovery disk will completely eliminate any trace of Windows Vista.  Will it be the same as receiving a brand new imaged Windows 7 machine?  I waited for Windows 7 release to order my laptop because I did not want an upgrade from Vista, so I want to make sure it's not similar to an upgrade.

on a positive note, I really like the laptop, other than the huge blunder.

Thanks,

Stan