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

Since fall 2023, almost all models are equipped with Lenovo Premier Support Plus: Lenovo Premier Support Plus

Lenovo Premier Support Plus covers operational failures or hardware defects caused by:
(i) liquid spills on the keyboard;
(ii) unintentional bumps or drops from not more than five (5) meters; and
(iii) electrical surge that damages the product’s circuitry, or failure of the integrated screen,

Lenovo will repair or replace (in its sole discretion) the product; provided, however, that the damage to the product is caused by an accident and is unintentional.

Refer to the Lenovo Service Conditions for detailed information on the terms and conditions of accidental damage coverage.

The Premier Plus warranty also includes (among other things) 3 years of coverage for the laptop's internal battery, as well as the right to retain defective storage media after a warranty replacement.

Details about the manufacturer's warranty and services can be found in Lenovo warranty conditions.

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, the location of the laptop is within Lenovo's on-site service coverage area and it is not a defect of a Customer Self Repair part (see below)). 

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

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

Possible CRUs can be (depending on the model):

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

If the SSD of the laptop is replaced, the newly installed SSD is empty.

Since the customer is responsible for maintaining the software on the laptop and the onsite technician does not have the time for a reinstallation, you will be instructed to reinstall Windows yourself using Lenovo recovery media.

Here you find the instructions for creating and using an Lenovo USB stick to reinstall Windows: Lenovo Recovery Media

The recovery process will take some time and during this the laptop and Windows restart several times. The process is completed when the prompt to select the Windows language settings, network connection and the user account setup starts.

After the recovery, the first thing to do is to install the Windows updates and the Lenovo updates for your laptop. (These updates are important for the laptop to work properly).

We can also help you with the installation of Windows at our Helppoint if you need help. Contact us by email and we will make an appointment.

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.

Please mention to Lenovo that the laptop was purchased through Projekt Neptun.

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 6 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 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

To submit a support request, the serial number of the device is required. It can be found on a label on the bottom of the laptop or, if the label is no longer legible, 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 telephone): Warranty check

Project Neptun Thinkpads are equipped with the extended service Lenovo Premier Support since the fall sales window 2020(*). Lenovo Premier Support entitles you to the following special Lenovo support services during the laptop's warranty period:

  • Access to Lenovo extended technical support (phone or email)
  • Technical call center support weekdays from 8am to 6pm (CET) (after-hours support 24x7x365 in English)
  • A single technical account manager for end-to-end case management, acting as a single point of contact to see all issues through to closure
  • Prioritization of spare parts

Contact Lenovo Premier Support:

For laptops from before fall 2020 and devices that do not yet have Lenovo Premier Support coverage, normal Lenovo Support must be contacted:

Lenovo International Warranty Service (IWS): In some countries (ASEAN countries, China, Argentina, Israel,...) additional documents may be required to process a warranty claim (e.g. proof of purchase or proof of proper import) before IWS service is performed. Information on the requirements in the individual countries can be found here: https://support.lenovo.com/ch/en/solutions/ht505335

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

  • 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: Check coverage

  • 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.

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.

Visit our Showroom

You can check out all the laptops on offer in the showroom. Just drop by on one of the following dates:

Showroom Zurich

12.08.24, 14:00 - 18:00

14.08.24, 14:00 - 18:00

and more...

Order Information

You can track the order status of your laptop in our distribution partner's customer account. You can find information on this in the FAQ.

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.

Order Information

You can track the order status of your laptop in our distribution partner's customer account. You can find information on this in the FAQ.

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.

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