Warranty Information

Neptun laptops are covered by a 3 year warranty (battery warranty depends on 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, please check the warranty type and status here.

Replaceable parts that fall into the Customer Replacement Unit (CRU) category are dispatched to the customer. The defective unit must be returned to the manufacturer once it has been replaced by the new unit. CRU examples are (may vary according to model):

  • Hard disk
  • Battery
  • Main memory
  • Optical drive
  • Keyboard

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

Hardware Defect

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

DoA must be reported with Lenovo within 6 working days after receiving the device. The step-by-step procedure is described in this document.

Report Hardware Malfunction (not DoA - see above)

To register a defective device, you need to report it to the Lenovo Repair Center in Switzerland, we recommend to use the following online form: Report Hardware Malfunction (ESAG Form).

Please add the note "Projekt Neptun Laptop" in the problem description field or inform the callcenter agent that you are reporting a problem with a Projekt Neptun laptop.

 
Lenovo will need a detailed description of the problem as well as the model and serial number of your device (Backside of the laptop or inside the battery compartment or in the BIOS). If replacement parts need to be exchanged under warranty, customer replaceable units may be sent by mail (battery, power adapter, RAM...), otherwise ESAG/Lenovo will need the complete device.

Other options to register a defective device are:

E-mail: info@esag.ch
Telephone: 044 782 28 69 (ESAG Lenovo Hardware Service)
Opening hours: Monday - Friday from 08.00 - 12.00 and 13.00 - 17.30
Bring in to ESAG Wädenswil

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.
  • User replaceable parts can be sent to you by mail and you have to replace them yourself (a manual is included).
  • Onsite is only available in metropolitan areas; in lightly populated areas you have to send in your device for repair.
  • 24 h reaction time doesn't mean that a repair is done within 24 h but that a technician will contact you within this time frame to communicate the further procedure (usually, repairs are done within 24-48h during working days if all spare parts are in stock).

Devices under Bring-In Warranty

Defective units may be brought in or shipped to the Lenovo Hardware Center ESAG in Wädenswil

Complaints

In the event that your problem is not solved in the first 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 us an email kontakt@projektneptun.ch. Please send a brief problem description as well as any reference numbers and names of the persons involved.

Lenovo Support Links