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How Lenovo freely interprets 'next-business-day' warranties

I decided to purchase a three-year on-site warranty extension with next-business-day response time for one of the Lenovo systems I administer. I get this kind of extension for most systems that aren't critical, but whose downtime would be inconvenient.

My understanding of the contract has always been that, assuming the problem requires on-site service, a technician gets in touch with you by the end of the next business day to agree on a time for the on-site visit. The contract does not guarantee that there will be a technician on-site on the next business day, but for two or three hundred Euros, that would be too much to ask.

However, it turns out that I assumed too much. First of all, Lenovo sells you a "next-business-day response time objective", meaning that they aim to respond by the end of the next business day, but (obviously) can't be held liable if they fail to do so. Apparently, they don't even have to provide a reason for missing the objective.

What's even more curious, however, is their interpretation of "response": the term stems from the time when operators would log calls and technicians then processed the queue. Nowadays, Lenovo prides itself with "skilled technicians resolving more than 30% of all problems already on the phone", so the technicians log the calls and then immediately respond to them.

According to Lenovo, it is thus completely acceptable and within the bounds of the contract if the phone technician logs a call on Thursday (and thus responds to it righ away), an the on-site technician calls to arrange for a visit on the following Tuesday, and the first available slot would be Friday — 6 business days after the call was logged.

I could not find any relevant information about this on their website, nor can you retrieve the agreement which you had to accept as part of the warranty registration later.

Of course, I am not surprised by any of this. The world out there seems to be full of asymmetric arrangements. I just wonder why we put up with them. I certainly don't, and that's why Lenovo is getting an angry letter from me with a reference to this blog post.

PS: in fairness, I should point out that I have been please by their support before, but have also questioned it in the past.

NP: Contriva: Tell Me When