Lenovo Support

Here you can find our first aid page for problems with Lenovo laptops:

First Aid Lenovo

Most Lenovo laptops from Projekt Neptun have a 3-year base warranty.

Information on how to open a warranty case with Lenovo can be found below.

Warranty Information

Project Neptune laptops from Lenovo usually have a 3-year warranty with on-site repair service. The warranty is linked to the laptop's serial number. The warranty type and duration can be checked online: Check warranty

Since fall 2020, almost all models include Lenovo Premier Support: Lenovo Premier Support

Here you can find the Lenovo Garantiebedingungen.

Spare parts that are primary Customer Replacement Units (CRU) are sent directly to the customer. The customer replaces the defective part, which must then be returned in a prepaid return box. Instructions are provided or can be found in the user manual .

CRUs can be (depending on the model):

  • Power supply unit
  • Battery (external)
  • HDD / SSD
  • Memory
  • Keyboard

In case of hardware failures a service technician will carry the required replacement parts and perform the repairs onsite (if the laptop is covered by on-site warranty and it is not a defect of a Customer Self Repair part (see above)). 

It is not necessary to send the device to the manufacturer. However, it still is possible to send it in should the you 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.

 

Hardware Defect

Defect upon Delivery - DoA (Dead-on-Arrival)

If a device is defective upon receipt, 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 distribution partner Computacenter TS GmbH (ch.sales.ts@computacenter.ch / 041 318 40 00).

 

Report Hardware Malfunction (not DoA)

Starting from the 2020 fall sales wave* Projekt Neptun Thinkpads include the extended service Lenovo Premier Support. This entitles you to the following special Lenovo support services during the laptop's warranty period:

  • Access to Lenovo advanced technical support (phone or email).
  • Call center technical support weekdays from 8 a.m. to 8 p.m. (CET) (after-hours support 24x7x365 in English)
  • Single technical account manager for end-to-end case management, acting as point of contact to see all issues through to closure
  • Prioritization for spare parts

Contact Lenovo Premier Support:

 

(*) The Projekt Neptun Thinkpad L13 Yoga has Lenovo Premier Support if purchased as of spring 2021. For Neptun Compatibles and devices purchased from sale it must be checked individually (check warranty).

 

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

ESAG requires a precise description of the problem as well as the type and serial number of the laptop. These are located on the underside of the laptop or if the label is no longer readable in the BIOS. 

Please mention to ESAG in the problem description field of the form that it is a "Projekt Neptun Laptop" or inform the call center agent accordingly if the case is reported by phone.

Other options to register a defective ThinkPad with the ESAG are

Products that do not belong to the ThinkPad series must be registered directly with Lenovo for support and service: Lenovo Support Contact 

When a hardware problem is identified, a decision is made on how to proceed. In the case of an onsite warranty, a certified Lenovo technician will visit the customer to perform the repair (onsite service cannot always be guaranteed in areas with poor access or remote locations).

To submit a support request, the serial number of the device is required. It is located on the underside of the laptop or if the label is no longer readable in the BIOS. 

The warranty status can be checked using the serial number of the device (if the online warranty check is not available, Lenovo must be contacted by phone): Warranty look up

Contact options for support inquiries and warranty cases: 

When a hardware problem is identified, a decision is made on how to proceed. In the case of an onsite warranty, a certified Lenovo technician will visit the customer to perform the repair (onsite service cannot always be guaranteed in areas with poor access or remote locations).

Lenovo International Warranty Service (IWS): Certain countries (ASEAN states, China, Argentina, Israel,...) may require additional documentation (such as proof of purchase or proof of proper importation) prior to performing IWS service. Find the detailed requirements per country here: https://support.lenovo.com/ch/en/solutions/ht505335

  • If Lenovo determines that your product problem is covered by an on-site warranty and it cannot be resolved over the telephone, a technician will be sent to the customer's location (your office or home). (If the problem cannot be fixed onsite, the unit may need to be sent to the service center)

  • Easily replaceable parts (CRU) are sent by mail and must be replaced by the customer. Instructions are provided or can be found in the user manual. (The defective part must normally be returned to Lenovo).

  • Onsite service is only available in metropolitan areas; in lightly populated or peripheral locations the device must be sent in 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 business days, as soon as all spare parts are in stock.
  • After opening a support ticket, the defective ThinkPad can be handed in directly at the Lenovo Service Center of ESAG in Wädenswil or sent there by mail.

  • Lenovo Ideapads, Miix tablets and other products that do not belong to the ThinkPad series must be registered directly with Lenovo for support and service and will then be sent to a service center specified by Lenovo: Lenovo Support Contact 

  • After the repair, the device is shipped back to the customer.

Complaints

If, contrary to expectations, several attempts are necessary to solve a problem, please mention this when submitting a new repair request. 

If you are not satisfied with the repair job, please report it via e-mail to kontakt@projektneptun.ch. Briefly describe the problem, which service center you have contacted and, if possible, also give us the serial number of the affected laptop, any case/reference numbers and the names of people involved.

General Support

If you have any problem with your Neptun laptop, you can send us a problem description and we will contact you within 24h (during weekdays): kontakt@projektneptun.ch

Projekt Neptun Support 

If we are unable to resolve the issue via email, you will be given a personal appointment at one of our Help Points during their respective opening hours.

Information about your order

You can track the order status of your laptop in our distribution partner's customer account. For HP, Lenovo and peripherals you can access your customer account here. Apple orders can be tracked here. More information about delivery time can be found in the latest blog article. 

21. 2. 2022

Help Point : Please book an appointment

Our support staff at the Help Points ETHZ, Bern vonRoll, UNIBAS and UNILU are there for you. If you need technical support, contact us via email to make an appointment.

30. 9. 2020
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