Understanding Lenovo warranty levels, claims and procedures
Let's explore the different levels of support, add-on services, which warranty type fits which user profile and the end user's experience when making a claim.
- Check your current warranty status here
- Accidental Damage Protection must be additionally paid for (ADP add-on)
- Batteries are only covered for 1 year after ship date. **The ship date is the ship date from Lenovo and not a reseller** Extended battery warranty must be additionally paid for (Sealed Battery add-on)
Depot Support
![](https://massi.net/images/lenovo/depot.png)
Hardware repair by shipping device to Lenovo's Depot
- Lowest level of support
- Multiple number prompts needed to reach an agent
- Generic troubleshooting, agents follow scripts
- Poor end-to-end case resolution
- If issue is determined to be hardware, you will need to mail your device to Lenovo for repair. Once device is received at the depot, expect over 3 weeks for device to be shipped back.
- Viable for large organizations with their own IT support for problem determination and multiple loaner devices.
- Not recommended for individuals who depend daily on their device. Could work for users who have other units available or non critical dependence
Onsite Support
![](https://massi.net/images/lenovo/onsite.png)
Hardware repair by onsite IBM technician
- Mid-range level of support
- Agents are easy to reach, low hold times
- Comprehensive, responsive software troubleshooting
- Structured note taking and case resolution
- If issue is determined to be hardware, a technician will visit you at your location within ~1-2 weeks
- Viable for small organization who need software troubleshooting but should also have loaner devices for critical issues
Premier Support
![](https://massi.net/images/lenovo/premierplus.png)
Hardware repair by WWTS technician next business day
- Highest level of support
- No phone prompts and agents pick up the phone immediately
- Call center is located at Lenovo's USA headquarters
- Strong troubleshooting with leads and Level 2 support
- Agent follow-up if needed for end to end case resolution
- If issue is determined to be hardware, a technician will visit you at your location and perform the repair next business day (cut-off time for NBD service is 4PM EST)
- This is the department I worked at 😊
- Viable for users and businesses alike who require immediate support and fast turnaround time
- Only available for Think branded products. No support for IdeaPads.
- Premium Support is the same as Premier but for Legion and some Idea branded products
- Premier Support+ is the same as Premier but includes most add-ons
Add-ons
A basic warranty only covers Lenovo software/hardware malfunction. Additional coverage such as accidental damage protection or international service must be appended to your warranty as "add-ons". Let's review them.![](https://massi.net/images/lenovo/adp.png)
- Protection against drops or spills
- Spill damage does not get repaired onsite and must be sent in to the depot
- Does not cover cosmetic damage (cover scratches, palm-rest wear and tear)
- User may be liable if device was placed in a hazardous situation (I.E: Using it near a pool)
- User is liable for forgotten BIOS passwords and Accidental Damage Protection will not cover this
- If you have Premier Support and accidental damage occurs but you do not have this warranty, you could pay for a billable repair and send your unit to the depot or replace parts yourself
![](https://massi.net/images/lenovo/sealedbattery.png)
- Extended coverage against battery failure
- By default batteries are only covered for 1 year after the device's ship date. Any battery issue after this is not covered unless this add-on is active
- Batteries must be shipped ground due to federal regulations and thus may take 3-5 business to arrive and are shipped directly to your address
- Once battery has arrived, technician will make their way to the address it was shipped to and replace it
- Phone agent will require to perform some troubleshooting and review battery reports before determining battery as faulty
![](https://massi.net/images/lenovo/internationalserviceentitlement.png)
- Get Premier Support in different countries when traveling
- Phone list for countries found here. User must be calling from a local number of the country they are in
![](https://massi.net/images/lenovo/kyd.png)
- Keep your defective drive if your hard drive fails and a replacement is needed.
- For those with sensitive data and HIPPA medical privacy
![](https://massi.net/images/lenovo/ticru.png)
- Have technician install CRU mandatory parts
- Replacement parts have 3 serviceable levels
- FRU Only: Only replaceable by onsite technician (I.E: Lenovo will not allow a user to replace a motherboard or screen)
- CRU Mandatory: Must be replaced by the customer (I.E: A NVMe drive or bottom cover is easily replaceable and a technician cannot be sent onsite for CRU parts). Part is sent directly to customer and defective part is sent back.
- Optional: Replace it yourself or request a technician perform the replacement for you (I.E: PSU, WLAN card
- Suitable for seniors with difficulty operating a screwdriver
Phonebook and other services
Service | Number |
---|---|
Premier Support | 8556693600 |
International Premier numbers | Link |
Premium Care / Legion Ultimate Support | 8882789707 |
Regular onsite support | 8004267378 |
Standard (Depot) support | 8774536686 |
ThinkSmart Collaboration supports (Hubs) | 8664260255 |
Premier Server Support | 8558824402 |
Lenovo partner assist | 8775369955 |
Smart Privacy | 8669890510 |
Sales | 8552536686 |
Small Business Support | 8664260911 |
Microsoft Support | 8776967786 |