Why is Customer Service So Bad?

I have always had a high regard for Lenovo as a company, but I am stunned at the poor customer service I have received over the last month in trying to repair/replace an inoperable laptop. 
The problem with my Ideapad Y500 began a few months after buying it when it continued to reboot, particularly when I am online downloading something (such as from YouTube); but the problem has also occurred when transferring files (such as to an external hard drive or memory stick) and even when the laptop sits idly.  It can occur over a length of time as long as 30 minutes or as short as 5 minutes after turning on the laptop. Various messages have appeared before rebooting, including "Page_fault_in_non_paged_area Win32k.sys," "Page_fault_in_nonpaged_area Ex64.sys," "Memory Management," and "Cache_Manager."  A Memory Diagnostic indicated that there is a hardware problem.
When I called Technical Support in late July, the rep asked me to ship the computer to them so that it could be repaired - a relatively smooth and easy process.  After receiving the computer back with a RAM replacement, the problem reemerged in less than a day with the Memory Diagnostic once again saying it was a hardware problem.  I called Technical Support and the rep wanted me to perform an autorecovery function which we tried the first time before the RAM replacement and was unsuccessful.  This time, however, the autorecovery function wouldn't work, so I had to wait another week before receiving the autorecovery discs necessary to perform the function.  When those didn't work and I once again called Technical Support, I was transfered between several departments - all of whom couldn't or wouldn't help me.  Finally a Technical Support rep said that he would escalate the issue to Customer Relations and that I would receive a call within 2-3 business days.
AFTER NEARLY A WEEK, I finally recevied a call from Delfina ****** who left a message and told me to call her back.  I called back every day (several times a day) for a week, leaving a message each time with a phone number and time that she could return my call.  I received no call.  When I once again made another call to her number the day after Labor Day, a new message on her voice mail said that she would be out of the office FOR A WEEK.
Finally Delfina sent me an e-mail last night telling me that replacing my Ideapad was not yet an option and that I would have to send it back for repair.  She sent me a Fed Ex label but NO ACCOUNT NUMBER for Lenovo in which to deliver it back (which I didn't realize until after spending 20 minutes in line at Fed Ex).
It's been over a month now that I have had an inoperable laptop and no one at Lenovo seems to care.
Escalated Case # 443354

I am experiencing the same horrible service. I have been waiting a month for my computer. I have called tech support daily for an entire month. No one calls back. Finally tacked down someone in the US to help. Still waiting on my computer to be sent back to me. I will NEVER buy a Lenovo product ever again. Most horrible customer service I have ever had. I feel like no one cares. I just want a refund at this point so I can buy a new computer that works. I am afraid once I do get it back if something else goes wrong I will be stuck in this horrible mess of tracking it down again.

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    All of this is a sad state of affairs making me back away from BT for any services.

    Absolutely accept they do not have to provide. However, once an offer has been made and accepted they should have an obligation to deliver on their commitment. If they had never offered me the service at the speed greater than the ADSL I would have stayed put. I do not see how BT can hide behind outdated infrastructure in the 21st century in a built up area and with consumers having NO choice as Virgin is the only competition.
    Above this the biggest issue is the appalling customer service.  If fact NO customer service. All they have is a tech help line staffed by people trained to speak nicely and ask you to switch off the router or wait for 48 hours for the new profile to take effect. All this given it was never going to work and they knew it. They do constantly call back at the rate of 3 times a day to enquire if the problem is solved tasking no notice of the request to call my mobile phone and harassing my wife at home who has no idea what they are talking about! At one stage she threatened to report them as a nuisance caller!
    The problem was diagnosed on the first visit and if they had any tech staff with any knowledge they should have said from the start don’t waste hours talking to our tech buddies ‘cos it’s as good as it gets.
    I do not think any of this is unreasonable as I’m just asking for what I am paying for no more or less and an efficient way to get the issue resolved.
    I would like to add that eventually after constant complaining and even filling in the complaint form on the web site, that never recvd a reply, I was called by a very helpful lady named Emma who did agree immediately the issue was the aluminium cable that was unable to carry a digital signal. She contacted Open Reach and they performed more tests to absolutely confirm the cable was at fault and they would not replace it. She said there was nothing else that could be done and as GBP28.00 PCM was what I would pay for ADSL I should agree to keep what I had and just accept it.
    BT need to understand that a digital service is where we are and if they want to be in the game they need to invest in delivering it or just accept that Virgin have it nailed and leave it all to them and the rest who might not want Virgin will just stick with a slow service.

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