How to Submit a Lenovo Repair Request

Question

  • How do I submit a repair request for my Lenovo laptop?

Overview

This article provides step-by-step instructions on how to submit a repair request for a Lenovo laptop through the Lenovo Support Site.

Environment

  • All Lenovo laptops

Resolution

  1. To begin, click here or navigate to pcsupport.lenovo.com.

  2. Next, flip your device over and locate the Property of DSU sticker.
    Note the S/N (Serial Number) printed on the sticker.
    A sticker on the bottom a laptop labeled 'Property of DSU.' The sticker contains the Serial Number (S/N), Machine Type Model (MTM), and other info. A red box highlights the Serial Number.

  3. Type the S/N into the "Search PC Support" box on the Lenovo Support Site, and press Enter. Once the page loads, you will see various options and information related to your laptop. 
    Screenshot of the Lenovo Support 'Product Home' page showing warranty status, serial number, machine type model, and various support options

  4. Click on Contact Us under "How can we help you?".
    Screenshot of the Lenovo Support 'Product Home' page with a mouse clicking on "Contact Us"

  5. Locate the "Submit a New Ticket" box and click on Submit Now. This will take you to the Submit an eTicket screen.
    Screenshot of the Lenovo support site with a mouse clicking on the 'Submit Now' button in the 'Submit a New Ticket' box on the Contact Us page for a specific laptop.

  6. The "Problem Type" will autofill as Hardware/Repair. Ensure that the correct "Country/Region of Service" is selected, then click Next.
    Screenshot of the 'Submit an eTicket' page showing the progress line, with 'Discovery' section containing two dropdown menus: 'Problem Type' set to 'hardware/repair' and 'Country/Region of Service' set to 'United States of America.'

  7. The Lenovo Service Bridge will attempt to connect to your device.
    You can either allow it to connect and run diagnostics, or click on the X in the upper right hand corner to manually go through troubleshooting steps.

  8. When you reach the "Additional Info" page, select the appropriate issue from the Symptom dropdown.
    Note: Any physical damage (e.g., cracked screen, broken hinge, dents) is listed under "Physical Damage (CID)".
    Screenshot of the 'Additional Info' page on the Lenovo support site showing the 'Symptom' dropdown menu with 'Physical Damage (CID)' selected and a 'Choose a file' box for uploading files.

  9. Next provide a detailed description of the issue. Include any troubleshooting steps that you tried, or any physical damage to the computer.
    Optional: Attach screenshots or photos by clicking on "Choose A File".

  10. Check the box next to "By checking this box, I acknowledge that I am requesting depot/mail in service".

  11. Review the "Confirm Depot Service" prompt, and click Yes.

  12. Click Next to proceed to the Contact Details page.

  13. Fill out all of the required contact information, and click Next.
    Screenshot of the 'Contact Details' page on the Lenovo support site with fields for 'First Name,' 'Last Name,' 'Email,' and 'Mobile Phone Number,' along with a 'Select address for machine location' section and a 'Search your location' box.

  14. Now, review your information for accuracy.
    If no changes are needed, click on the Submit button in the upper right corner.
    If changes are needed, click on the Edit button next to the relevant section.
    Screenshot of the 'Review Submission' page on the Lenovo support site with a mouse clicking the 'Submit' button in the upper right corner, displaying the ticket information below, and 'Edit' buttons next to each section.

  15. Lenovo will send a confirmation email with your Work Order Number. You will receive email updates regarding your repair status.

  16. A shipping box will arrive in the mail containing:

  • A bubble sleeve for your laptop

  • A return label

  • Pre-cut tape

  • A form to fill out

  1. Once you receive the box, follow the included instructions to send your laptop in for repair.

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