Lenovo replaced my HDD under warranty then sent me a bill

I'd be tempted to ignore it.

But if you want to talk to them you'll need to talk to their finance department, the details /should/ be on the invoice. If not, wait until the red reminders - they will have contact details for the accounts dept on them

Customer support which is likely outsourced, as many companies outsource their call centre and warranty fulfilment will have exactly zero tools to cancel invoices.

Normal customer support would explicitly tell that they don't want to spend money to have the broken item returned, and normal customers would ask for instructions (typically volunteering to return the item, to avoid suggesting a scam). So, how could such a misunderstanding happen? Is it your fault?

What country are you in?

There was a slip on the bottom of the box with a return label so it's most likely my fault for not noticing it. I only saw it 3 weeks after they sent it and I started getting the emails from them. And by then it was too late. Still I would have really appreciated someone telling me about this policy from the start.

Either way, regardless of who is at fault I just want to actually talk to someone and resolve the issue. I've been on the phone for 1 hour this morning and someone is actually listening and trying to help so that's a plus. :)

I have had absolutely horrid support from Lenovo. I love their machines, but pray that I never have to have any interaction with the company. The story follows...

I got an X1 a few years back while in grad school in another state. My experience with the company started out poor when their fraud prevention made it nearly impossible to buy the machine. Making sure several forms of identification referenced my location and where the product was shipping (why does shipping have ANYTHING to do with purchasing!?), I ended up being unable to ship it to my desk at school, but did get the product to my apartment at least. All of this made the order several weeks later than I had anticipated, not that I had things to get done or anything. I know this doesn't have to do with product support, but it's foreshadowing.

Half a year ago, I spilled some water on my laptop. Disaster. In fact, my wife had done the same thing a week earlier to her Lenovo as well. Both keyboards were dead; we had to use externals until we could get the issue resolved. Funny, because the X1 has little holes through the keyboard to drain as though it is at least somewhat resistant to such things. It isn't.

I called the support line and actually felt like I had gotten pretty far until the guy on the other end quoted me something like $400 to repair the machines. What? I just need keyboards, that's not going to happen. Turns out full service repair out of warranty is crazy from them, I should call the "parts department" at one of three numbers he gave me and order the specific parts for manual repair. Okay, now I'm getting somewhere. I wanted just the parts to begin with (and thought I had asked for that). Of course, figuring out which of the random phone numbers was correct was another labor of pain.

We called the parts department for two months. They're open for exactly eight hours a day and the wait is no less than an hour in our experience. Pain. Eventually, we got through and received the keyboards for around $50/ea. I'm not new to repairing laptops, I just wanted the exact parts that belong in the computers at a reasonable price.

My X1 is several years old now and still chugging along. Someday its battery won't be sufficient and I don't know if the X1 Carbon will tempt me or not. As a Linux user, Lenovo is the safest bet I know of for laptops so I'm fully expecting that I'll deal with all of this again someday.