Warranty Information

Neptun laptops are covered by a 3 year warranty (battery warranty depends on the model). Since spring 2013 the warranty of most laptop models is an onsite warranty (before spring 2013: bring-in warranty). The warranty is linked to the laptop's serial number: How do I find the serial and model number of my laptop? 

Please click here to check the warranty type and status.

Easily replaceable parts that fall into the Customer Replacement Unit (CRU) category can be dispatched directly to the customer. The customer replaces the part and the defective part must be returned to Lenovo using the enclosed prepaid postage box. CSR examples are (may vary according to model):

  • hard disk
  • battery (external)
  • main memory
  • optical drive
  • keyboard

For all other hardware issues a service technician will bring the required replacement parts and perform the repairs onsite (if the laptop is covered by onsite warranty). It is no longer necessary to send the device to the manufacturer, it however still is possible to send it in should the customer prefer to do so. If the service technician is not able to fix the problem onsite, the laptop may have to be sent to the service center.

 

Hardware Defect

Dead-on-Arrival (DoA - defective device upon delivery)

If a device is defective upon delivery a DoA must be reported with Lenovo within 6 working days as of the date specified on the delivery note. A step-by-step procedure can be found in this document.
Damage in transit or blemish has to be reported directly to the vendor Pathworks GmbH (sales@pathworks.ch / 041 318 40 00).

Report Hardware Malfunction (not DoA - see above)

To register a defective device it has to be report to a Lenovo Repair Center. In Switzerland we recommend to use the following online form to report ThinkPad products the Lenovo Service Center ESAG: Report Hardware Malfunction

Please add in the problem description that it is a „Projekt Neptun laptop“ or inform the callcenter agent that you are reporting a problem with a Projekt Neptun laptop.

Lenovo needs a detailed description of the problem as well as the type and serial number of your laptop. They are located on the backside of your laptop or inside the battery compartment. If the label is no longer readable, you can also look it up in the BIOS. 
If replacement parts need to be exchanged under warranty, Customer replaceable replacement parts may be delivered by mail for installation by the customer (battery, power adapter, RAM…). For all other repairs the ESAG/Lenovo technician will need the entire device.
Additional information on the Lenovo Service Center ESAG (Switzerland) can be found here.

 Other options to register a defective ThinkPad device with ESAG are:

Lenovo Miix tablets and other non-ThinkPad devices must be registered directly with Lenovo Support: Lenovo Support Contact

Devices under Onsite Warranty

  • If Lenovo determines your product problem is covered by the product onsite warranty and cannot be resolved over the telephone, a technician will be dispatched to arrive onsite at your office or home. If the service employee is not able to fix the problem onsite the laptop may have to be sent to the service center.
  • User replaceable parts can be sent to you by mail and you have to replace them yourself. A manual is included.
  • Onsite service is only available in metropolitan areas; in lightly populated areas you have to send in your device for repair.
  • 24 h reaction time does not mean that a repair is done within 24 h, but that a technician will try to contact you within this time frame to communicate the further procedure. Usually, repairs are performed within two to four weekdays as soon as all spare parts are in stock.

Devices under Bring-In Warranty

  • Defective ThinkPad laptops may be brought in or shipped to the Lenovo Hardware Center ESAG in Wädenswil after a ticket has been opened with the support team.

 

Complaints

If a hardware problem has not been resolved after a repair attempt, please be sure to mention this when you request the subsequent repair ticket.

If you are not satisfied with the repair services, please let us know by sending an email to kontakt@projektneptun.ch. Please include a short problem description and possibly pictures of the defect, as well as any reference numbers and names of the support staff involved.

 

Lenovo Support Links