Lenovo Joins Intel Sandy Bridge Product Recall Program

"Lenovo has joined the ranks of major computer manufacturers to initiate a program for the service and replacement of its systems affected by Intel’s Sandy Bridge bug."

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Lenovo has joined the ranks of major computer manufacturers to initiate a program for the service and replacement of its systems affected by Intel’s Sandy Bridge bug. According to the official announcement from Intel, a bug in the SATA 3Gbps port of its new Sandy Bridge based 6-series chipset is likely to cause deterioration in performance over a period of three years.

In an official response posted online, Mark Hopkins, program manager at Lenovo Social Media has stated, ““Following Intel’s announcement confirming a design issue in their recently released support chip, the Intel 6 Series, Lenovo will be putting in place a special service program that will enable customers who purchased affected PCs to receive a system board replacement free-of-charge, as soon as those parts become available.”

The company has frozen its shipments of all products that carry an Intel 6-series chipset. Additionally, it has put in place a special service program for replacing any and all affected products. Though Lenovo was one of the earliest manufacturers to adopt Sandy Bridge, the actual number of products the company has shipped till date is limited.

The manufacturer has identified which of its products are likely to be affected by this chipset issue. These identified products include:

IdeaPad laptop Y460P, Y560P, Z570, G470, G570, V370, V470, V570, B470, B570

IdeaCentre desktop K330, K330A, B520

Just like other Intel vendors, Lenovo too is offering its customers the two options of getting their system board replaced or claiming a full refund. However, details of the same have not been fully clarified. According to the official word, full details of the service program will be made available on the Lenovo support page in few days. Nothing wrong with that either as there is still a long wait before the replacement boards from Intel become available.

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Most Recent Comments

28-01-2011, 21:57:43

Scubasage
Not 100% certain this is the right place for this thread, so if it isn't, well then mods, feel free to move it or close it or whatever.

So my motherboard got fried about a month ago now. At the time, I was still covered by the store's 15 day warranty, so I brought it to them, and they said "we'll take care of it". Now, where I am, and assuming Asus isn't lying about their guarantee for a max of 5 days for a turnaround, it only takes 7 business days to get something fixed (1 day to ship there, 1 day to ship back). So after a week or so, I sent an email asking for an update. I get a response that their technicians are overloaded with work. The next day, I get an email back with the same information I told them when I brought the machine in: that the motherboard was fried.

It's been 21 business days (counting the week where they pretty much did nothing) and only now the store has shipped it. Apparently they had to fight to get the RMA number because the problem was caused by a surge.

Well, while Asus' warranty information is lacking, it does say it covers power issues. Wouldn't a surge be considered a power issue?

In all honesty, I think the store is trying to cover itself after I sent a rather vehement email. I was extremely critical, pointing out all the faults in their service. Still, I was civil, not a swear word or spelling error or anything typical of "1337 speak" type people. Their response was that they did everything in their power and that Asus is the one at fault here for how long my RMA is taking. I've told the store repeatedly that Asus is extremely well known both for its fast turnarounds, and for being able to get you an RMA number extremely quickly when calling by phone. I get the feeling that the store used email, hence why it took 3 weeks. Still, they refuse to admit to being lazy or doing anything incorrectly and blame all the delays on Asus.

I even questioned their 15 day warranty. If all it is good for is so that I don't pay shipping for the RMA, but causes it to take over 3x the time it should take, then it seems to me to be a completely useless service, offering really nothing extra for the customer except for more time to wait without the product. I also told them that I expected them to replace my part, not take forever to do something I could have done in less than a quarter of the time they took.

This is basically the email they sent. Yes, I called their service garbage. That was about as directly insulting as I got in my complaint email. I also threatened to actively warn people away from their store, pointing out that I used to be in programming and am currently in 3D animation, so the number of people I know that would need a good computer store in the city is quite high.

You need to understand that we depend on Asus on those RMAs and there has been complications considering the fact that the damage was caused by a power surge of yours and not by a malfunction. We absolutely don’t think that we deserve bad publicity since we always did everything we could to speed things up but we had to fight with them in your case. Garbage service? Don’t mix RMA services with everything else because it doesn’t depend entirely on us.



When I do go pick up the computer, I will definitely complain, and bring along proof of the 5 day turnaround and the 1 day shipping statements I made. I can't actually prove the time to get an RMA number from Asus, but I will ask the store beforehand whether they did the RMA through email or phone, as a phone RMA can't possibly take 3-4 weeks to complete.

Also, my motherboard (R3E) almost certainly qualifies for Advanced RMA, so I can even question why they didn't do that, or at least use it in my case that the store has bad service. I mean, with Advanced RMA, I can literally have the board in 2-3 days.

What are your thoughts on the issue? Is Asus at fault or is the store trying to avoid responsibility? Would a power surge be covered by the warranty? If not, why would it not be classified as a power issue?

Needless to say, no matter what the store does/says, I WILL not be shopping there again, I will not be recommending them, and I will definitely be warning people against them. I will also handle all RMAs myself, as I KNOW I can get them done faster than this.

29-01-2011, 06:14:11

SieB
Sadly, it is a case of bad luck and one of those things that you can do nothing about other than complain and put it down to a bad experience. I have never had to RMA anything myself, but as far as I am aware it's the manufacturer that decides whether or not you get a replacement and not the stores.

The store may be partly to blame but as the replacement is sent from Asus i'd gues the delay is on their end. You do also have to account for work load and turn around, I mean they could have truly had a high number of RMAs to deal with, hence the delay in yours.

If I were you i'd just put it down to a bad experience, make a complaint if you feel it necessary and use a different store next time around. :D

29-01-2011, 08:36:17

jph1589


Not 100% certain this is the right place for this thread, so if it isn't, well then mods, feel free to move it or close it or whatever.

So my motherboard got fried about a month ago now. At the time, I was still covered by the store's 15 day warranty, so I brought it to them, and they said "we'll take care of it". Now, where I am, and assuming Asus isn't lying about their guarantee for a max of 5 days for a turnaround, it only takes 7 business days to get something fixed (1 day to ship there, 1 day to ship back). So after a week or so, I sent an email asking for an update. I get a response that their technicians are overloaded with work. The next day, I get an email back with the same information I told them when I brought the machine in: that the motherboard was fried.

It's been 21 business days (counting the week where they pretty much did nothing) and only now the store has shipped it. Apparently they had to fight to get the RMA number because the problem was caused by a surge.

Well, while Asus' warranty information is lacking, it does say it covers power issues. Wouldn't a surge be considered a power issue?

In all honesty, I think the store is trying to cover itself after I sent a rather vehement email. I was extremely critical, pointing out all the faults in their service. Still, I was civil, not a swear word or spelling error or anything typical of "1337 speak" type people. Their response was that they did everything in their power and that Asus is the one at fault here for how long my RMA is taking. I've told the store repeatedly that Asus is extremely well known both for its fast turnarounds, and for being able to get you an RMA number extremely quickly when calling by phone. I get the feeling that the store used email, hence why it took 3 weeks. Still, they refuse to admit to being lazy or doing anything incorrectly and blame all the delays on Asus.

I even questioned their 15 day warranty. If all it is good for is so that I don't pay shipping for the RMA, but causes it to take over 3x the time it should take, then it seems to me to be a completely useless service, offering really nothing extra for the customer except for more time to wait without the product. I also told them that I expected them to replace my part, not take forever to do something I could have done in less than a quarter of the time they took.

This is basically the email they sent. Yes, I called their service garbage. That was about as directly insulting as I got in my complaint email. I also threatened to actively warn people away from their store, pointing out that I used to be in programming and am currently in 3D animation, so the number of people I know that would need a good computer store in the city is quite high.



When I do go pick up the computer, I will definitely complain, and bring along proof of the 5 day turnaround and the 1 day shipping statements I made. I can't actually prove the time to get an RMA number from Asus, but I will ask the store beforehand whether they did the RMA through email or phone, as a phone RMA can't possibly take 3-4 weeks to complete.

Also, my motherboard (R3E) almost certainly qualifies for Advanced RMA, so I can even question why they didn't do that, or at least use it in my case that the store has bad service. I mean, with Advanced RMA, I can literally have the board in 2-3 days.

What are your thoughts on the issue? Is Asus at fault or is the store trying to avoid responsibility? Would a power surge be covered by the warranty? If not, why would it not be classified as a power issue?

Needless to say, no matter what the store does/says, I WILL not be shopping there again, I will not be recommending them, and I will definitely be warning people against them. I will also handle all RMAs myself, as I KNOW I can get them done faster than this.



OK first, If the store had a 15 day warranty of their own on your purchase, you should not have to wait for them to go through the RMA process with ASUS. You could do that yourself and that makes their 15 day warranty rather pointless. Normally the point of a store offering a warranty of any kind other than the mfg warranty is for them to provide repair/replacement service so that you don't have to go through the mfg puddle of crap. But if you had power problems that brought his on, why should the store be responsible for that? Just asking.

Next is the part you probably don't want to hear. And it is complicated of course. If you had a power surge in your electrical system, any power supply worth its salt should have filtered it and not passed it along to the motherboard. That being said, why would it be the responsibility of ASUS to replace the board? If the surge wasn't in your electric and was just a faulty power supply, the answer is pretty much the same. Proving where it came from really isn't possible for the average person (and won't matter) but if you are about to spill your frustrations on anyone, I'd be starting with the power supply mfg or maybe your electric company if you lost other appliances during the same time.

I would consider yourself very lucky if you get a replacement board without having to pay for it, even if it is taking some time. Sorry if I was too blunt! LOL

29-01-2011, 10:20:43

Scubasage


OK first, If the store had a 15 day warranty of their own on your purchase, you should not have to wait for them to go through the RMA process with ASUS. You could do that yourself and that makes their 15 day warranty rather pointless. Normally the point of a store offering a warranty of any kind other than the mfg warranty is for them to provide repair/replacement service so that you don't have to go through the mfg puddle of crap. But if you had power problems that brought his on, why should the store be responsible for that? Just asking.

Next is the part you probably don't want to hear. And it is complicated of course. If you had a power surge in your electrical system, any power supply worth its salt should have filtered it and not passed it along to the motherboard. That being said, why would it be the responsibility of ASUS to replace the board? If the surge wasn't in your electric and was just a faulty power supply, the answer is pretty much the same. Proving where it came from really isn't possible for the average person (and won't matter) but if you are about to spill your frustrations on anyone, I'd be starting with the power supply mfg or maybe your electric company if you lost other appliances during the same time.

I would consider yourself very lucky if you get a replacement board without having to pay for it, even if it is taking some time. Sorry if I was too blunt! LOL




I agree that the 15 day warranty is pointless if all they are going to do is RMA and told them so. As for them being responsible, well, other than a part being DoA, wouldn't all other issues "not be the store's responsibility" in that way of thinking? Again, that makes the 15 day warranty pointless, especially if they were just going to RMA it.

Now on to the topic of a surge...that's the part I really don't get. Using an Corsair AX1200. Yeah. I don't know exactly what caused the board to fry, but that's the reason the store gave. I know the power supply isn't faulty, at least, it is delivering all the correct voltages, having tested that myself with a multimeter. Also, if there was a surge of some sort...it wasn't noticeable. There was no sound, no dimming of the lights, no other appliance was affected. Nothing.

But even then, what would qualify as a power related issue to Asus? The CMOS battery dying? That's pretty much the only option left, assuming what you say is true. If they don't cover a surge, or something related to the power supply...the only other aspect of motherboard power I can see (not counting physical damage to say, the 8 pin CPU connector or the 24 pin, etc.) would be the CMOS battery. Really? Is that all that's covered by power related issues?

30-01-2011, 19:33:02

Jamsand
Not being funny but working in a call center and knowing first hand how well these supposed 1 day delivery's can work out(one courier lost a 10 foot trampoline seriously!) i would even question the fact that it took a day to deliver. you can live next door to the person your delivering to it still has to go through there systems and that can mean being shipped off to general sorting depo before being localized again. Store do sound like they are being lil unprofessional in their response though not what they said how they said it lol.

30-01-2011, 20:39:39

Jerome
Hi,
How do you know it was a power surge? my retailers replace faulty items with their warranty. Belkin makes good surge protectors for high powered PC's. look: http://www.ebuyer.com/product/45819
http://www.ebuyer.com/product/90104
I think if you get a new replacement your lucky

30-01-2011, 21:48:14

Scubasage


Hi,
How do you know it was a power surge? my retailers replace faulty items with their warranty. Belkin makes good surge protectors for high powered PC's. look: http://www.ebuyer.com/product/45819
http://www.ebuyer.com/product/90104
I think if you get a new replacement your lucky




I don't know if that's what it actually was. The store's technicians were the ones to tell me that. All I knew was that it was fried.

30-01-2011, 23:06:55

Jerome
A power surge can damage everything. If it's just the motherboard broken you need advice about the chances of that happening.
A guy told me everything but the HDD's in his rig blew and he didn't have a surge protector.
How long did the board last? Was it sealed new? What model board is it? how long was is the retailers total warranty, many are 1 year?

31-01-2011, 07:45:16

Scubasage
It's a 3 year warranty (Model is Rampage III Extreme) and the board was working for about 4 days before it happened. All my other components are fine, except possibly the CPU (I don't have access to another board to test it) but I'm assuming that it's fine since the store should have checked that out and didn't mention anything.

31-01-2011, 15:51:09

Jamsand

Although losing a 10 foot trampoline...man, the courier must have been high or something. "Man, how should I know where that huge trampoline went?" Seriously though, that's kinda crazy.



I DON'T CARE ABOUT YOUR TRAMPOLINE RIGHT NOW THERE IS A GIANT 10FT SPIDER WITH STEEL LEGS STARING ME DOWN!....I'M SCARED MAN, HOLD ME!
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