Trying to get a computer repaired, getting the run around - a plea for help

Question

First, some backstory:
I ordered a refurbished ThinkPad T440s from the Outlet on July 21 after two weeks of fighting with the bots and snipers.  It was a nice machine: it had an i7 4600 processor and a FHD IPS display.  The outlet shipped my computer quickly and I was happy to receive it.  I opened it up and... it was the wrong computer altogether.
I contacted a CS representative and she told me that the only option was to send the unit back for a refund and try again.  Apparently there is no inventory system in place to tell me if the computer I originally ordered was even available, or if it had been sent to a different customer.  Begrudgingly, I sent the original laptop back and received my refund.
I decided to try again, and successfully managed to snag another machine with similar specs on July 29 after camping out on the Outlet site.  I was overjoyed, but this order has turned out to be a nightmare.
After the status of my order sat on "Released to Manufacturing" for two weeks, I contacted bgriffin2 on these same forums.  After giving him my order information, my laptop shipped on the same day, August 12.  I was delighted.  
When the computer arrived, I opened it up and I was pleased to see that it was the correct machine.  However, the laptop had severe scratching all over the rear LCD cover, as if someone had taken their car keys and dug grooves in the lid.  The edges of the computer were severely worn, and on one corner it looked like the pc had experienced a pretty nasty fall.  To make a long story short, the laptop did not look reconditioned at all.  It also had not been function tested, as there were numerous problems with the machine besides the cosmetics.  The fingerprint reader did not work and was not even recognized by the BIOS, the speakers made loud popping noises intermittently, and the external battery was not even recognized by the machine.  I still do not know if this was a battery issue, or if there is something wrong with the motherboard of the machine.
I used to work at a facility that refurbished handsets for Verizon Wireless.  I will tell you up front that this sort of shoddy reworking and QC testing would never fly there.  This unit should have never left the facility as a scratch & dent, much less as a refurbished and remanufactured unit.
Do you think that's the end of my sob story?  Oh no, we're just getting started.  Bgriffin2 acknowledged that this was unacceptable and he suggested I send it in for warranty service to have these issues resolved.  I spoke to a very nice woman at the Atlanta service center and she was very helpful in getting me a prepaid carton to send the laptop to Memphis for repair.  I sent the laptop off and it was deliviered to Lenovo on the 19th of August.  Since then, the status of my repair on the EasyServ website has looked like this:
http://i.imgur.com/t3Qs03e.png
Each and every time I see "Hold for customer information," I place a phone call to the tech support line and ask what they need from me.  The first two times I was redirected to the actual people doing the repair, as the representatives that answer the phone couldn't seem to discern what is going on with the repair.  Both times, I was told that they didn't need anything from me, that there was a glitch in the system and the hold was accidentally placed.  I was told that the hold was removed and that they would begin repairing my laptop immediately.  I was content with that answer until I received a phone call last Thursday from someone from billing.  This gentleman said that Lenovo wanted $300 to fix the scratched rear LCD cover as it was not covered by warranty.  I was stunned.  These people had my laptop for two weeks before tellling me that they wanted money from me.  I was appalled and told him that there was no way that I was going to pay for it.  I had to tell him twice that the unit was not a scratch and dent model, it was a refurbished model.  The scratching on the lid is not minor, and the machine does not work as it is supposed to.  He said that he would see if he could get the price reduced for me; I said absolutely not.  He said that he would see if they would fix it for free out of the goodness of their hearts, and I said fine, do what you can.  He promised to call me back and tell me about his findings; I have not heard from him again.
Upset by the previous phone call, I immediately called the tech support number again.  A representative named Arva tells me that she sees that I am to receive a new laptop.  Confused, I tell her that I had one sent in for repairs.  She puts me on hold for a little while and comes back saying that the computer was damaged beyond Lenovo's acceptable specifications and that they were going to send me a newly refurbished laptop with the same specifications, and that I should expect a phone call within the next 24-48 business hours.  Of course, that was on Thursday.  I did not receive a call on Friday, and it was Labor Day weekend, so no calls then.  I also did not receive a phone call yesterday, but I noticed a new "Hold for customer information" popped up.
I called again today to find out what they needed from me.  This time the tech support representative tells me that the battery won't hold a charge, and that's the reason for the hold.  Now tell me, why on earth would they not have another battery laying around to test with?  She tells me that there is no ETA, but I requested a phone call from someone who knows what's going on, and also an escalation of some type.  Notice that she did not mention a newly refurbished laptop as Arva had promised.  These people can't even keep their story straight.
I am crying out for help here.  I am a grad student in CS and I absolutely NEED a computer.  I have a desktop at school, but it is not portable and I need a laptop.  Please, can someone get something done about this?
 My case number is A07YFM9.

Answer 1

Hi massmercury,
I want to apologize for your experience here with the service center. I am moving forward to have your case escalated for further review. Please see my private message.  I will be your point of contact until our Customer Advocate team reaches out to you. 
Best regards,
Bgriffin2
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