Neptun laptops are covered by a 3-year warranty (duration of battery warranty is model dependent). 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 are 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 (depending on the model):
For all other hardware issues, a service technician will carry the required replacement parts and perform the repairs onsite (if the laptop is covered by on-site warranty). It is not necessary to send the device to the manufacturer. However, it 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 on-site, the laptop may have to be sent to the service center.
If a device is defective upon delivery, a DoA must be reported to Lenovo within 6 business days as of the date specified on the delivery note. A step-by-step procedure can be found in this document.
Damage in transit has to be reported directly to the vendor Pathworks GmbH (firstname.lastname@example.org / 041 318 40 00).
To register a defective device, it has to be reported to a Lenovo Repair Center. In Switzerland, we recommend using the following online form to report ThinkPad products the Lenovo Service Center ESAG: Report Hardware Malfunction
Please note in the problem description that it is a Projekt Neptun laptop or inform the call center 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 which are given on the bottom 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 to fix it on-site or at a service center.
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.
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 business days as soon as all spare parts are in stock.
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 email@example.com. 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.