Lenovo Premiere Support

Overview

Laptops purchased through RPI laptop program come with 4 year Lenovo Premiere Support Plus Warranty with Accidental Damage Protection and International Coverage and 3 year battery warranty.   If RPI help desk or repair center is not available or you are off campus, you can contact Lenovo for assistance if your laptop won't turn on (a pin reset may work) or other laptop running issues (running diagnostics using Lenovo Vantage may help).  They would not assist with regular, non-urgent, technical support issues or troubleshooting with software programs. 

Lenovo pin reset:

https://itssc.rpi.edu/hc/en-us/articles/360050300031-Lenovo-How-to-fix-laptop-not-powering-up-or-responding-Emergency-pin-reset

Lenovo Diagnosts using Lenovo Vantage:

https://itssc.rpi.edu/hc/en-us/articles/360055240851-Lenovo-Diagnostics-and-Updates-with-Lenovo-Vantage

Procedures to contact Lenovo Support

1. If possible, backup any data you may have on the laptop.
   https://itssc.rpi.edu/hc/en-us/articles/15610150132749-Where-should-I-save-my-documents

2. Check the warranty information on your Lenovo laptop and obtain your 4-digit Machine Type/Code.  You will need your serial # which should be printed on the bottom of the machine. 
   google search - search on "Lenovo Warranty Lookup"

   https://pcsupport.lenovo.com/us/en/warranty-lookup#/

3. You can reach the Lenovo Premiere service repair center at 1-855-669-3600 and request service for your personal product/laptop support.
4. The vendor might inquire if you have a custom image. They ask this because some issues are resolved by restoring the operating system. While technically the MCP laptops do have a custom image with regards to the RPI logo wallpaper and it is Windows Education, you can easily get this information back onto the laptop if the best solution is to restore the operating system. We will be happy to assist you with this if needed.

If they are unable to help you on the phone please work with the help desk and/or repair center at RPI when they are available.

You could also start a request with Lenovo depot which if not currently on campus would be the next route.

1. Go to the Lenovo Warranty Look page:  https://pcsupport.lenovo.com/us/en/warranty-lookup#/
2. Make note of the 4-character machine type you obtained from the warranty lookup.
3. On the left click on Contact Us
4. Click Submit Premier eTicket
   • Step 1: Discovery - click Next
   • Step 2: We would appreciate additional information - Enter detailed description in the 4th box including details of how long the issue has been occurring and when it started. Click Next
   • Step 3: Contact Details - enter requested information - click Next
5. Check that all the information is correct - click Submit
6. You will receive an email with your Case Number.  They typically send you a box to mail your laptop in.  
   You can come back to this site to check on repair but doesn't give much information on progress.  When repair is done there will be a FedEx tracking number of your machine being returned at the bottom.
7. With a case number you would be able to get a loaner from the repair center when they are available.

References

None at this time.

Last Reviewed: 24-Jan-2026