Lenovo support Spain: Don’t count on it
Thank you for your reply. No response yet from Lenovo. Not from their support service, not from their online forums, where I have posted in both English and Spanish:
I am working hard to get this solved. I wrote to the head of the Customer Management Team yesterday, but no response yet. I could not trace down contact information for Lenovo Management in Spain (though I do know the name of the person I should contact). If I don’t hear back from Lenovo soon, I will cold-call their central office in Spain to see who I can get through to.
I will try to follow up in the thread. Very sad to have to go through this as a customer to get my warranty honored.
Keep pushing, hope that you will get the replacement from UK
Yes, they did attempt to shoot down their international warranty.
Actually, shipping a machine to Spain vs. UK/France/Germany is almost costless for Lenovo. For example, they could ship it from the UK presumably for under £10 (given their volume contracts, and no customs within the EU). E.g. Amazon UK ships for free within the EU for orders above £25.
Or they could ship it directly from China, and UPS/FedEx would probably process EU customs through Germany since they have logistic hubs there. Once there, it is a cargo flight away from Spain, and they usually deliver the next day. Again, shipping cost surcharge is negligible.
Actually, I have a business trip to the US next week. That means I have homework; I have to obtain another laptop for my trip and configure it to get my work done there. And then, I suppose, I could bring along my x220 as a dead brick and try to get it serviced.
But that is such a sad solution. Actually, you know? My time is quite valuable. I engaged posting on this topic (here, and in other forums) only because I have lost so much time already with Lenovo, that I was ready to put a bit more into it for their reputation to take a hit. If you Google-search for "Lenovo Support Spain" or "Lenovo Servicio Tecnico España" you will see what I mean.
Today I called the head of the European Customer Management Team again, and this time he offered to replace the laptop for a preconfigured model (not a Configure-To-Order model). Waiting to hear back from them on the exact replacement they are willing to offer. Again, things only move along when I push, isn’t it their job to provide solutions?
Also, a “community leader” replied on Lenovo’s Spanish forum (five days after my first post). Perhaps that also helps.
If I don’t get confirmation for a replacement very soon, I will try to get my x220 serviced in the US. I have the feeling that Lenovo US may be willing/capable of solving this faster than their European counterparts. Let’s see.