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 check the warranty type and status here.

Hardware Defect

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

Please note that a 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. For ThinkPads, we recommend to use the following online form: Report Hardware Malfunction (ESAG Form). Please click here for more information on the Lenovo Service Center ESAG (Switzerland).

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 needs a detailed description of the problem as well as the type and serial number of your laptop. This is located at the backside of your laptop or inside the battery compartment. If the label is no longer readable, you can look it up in the BIOS

 Other options to register a defective device are:

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

After the hardware problem is identified, the Lenovo Service will decide on the repair method and the further procedure.

Customer Replacement Units (CRU)

Easely 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 The defective unit must be returned to the manufacturer once it has been replaced by the new unit.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 perform the repairs. 

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 he may take the laptop 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 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 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 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

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 support staff involved.

Lenovo Support Links