A bad experience with Lenovo repair service...got more problems now than when I brought it in
Paragraphs with ** may be skipped if you just want the short and sweet version:
**I bought my X61 in April 2008 and everything was great. I loved the laptop except for one thing: it had an extremely tight PC slot (although it was completely functional). I had a difficult time inserting my PCMCIA soundblaster sound card and removing it was even more difficult. I literally had to brace the laptop between my left arm and chest and manually pull the card out because it was so tight. I am an university student so I did not have time to deal with that problem because it was during final exams. I finally found some time recently to bring my laptop for repair. I called Lenovo and they recommended me to bring it in to my city's authorized business partner repair shop because they said it would be faster. So that is what I did. It turns out that they have to replace the system board because the PCMCIA slot was attached to it. In the end it took 3 trips (30 min drive each way) over a span of 2 weeks before I actually got my laptop fixed because the system board was backordered. Finally 2 days ago I got my laptop back and indeed, the PCMCIA slot is not tight anymore...yay! And that was when all the trouble started:
After bringing it home, I started to find more problems with the laptop than before I brought it in:
First thing I did was try to reactivate the TPM chip but it turns out that the TPM chip already had an owner. I found that strange and tried my previous passwords and none worked.
I can no longer output my display to my external LCD monitor. It doesn't work regardless of whether I plug the VGA cable directly to the laptop or via the Ultrabase 6. I know it's the not the cable because it works with my older laptop. I spent countless hours trying to figure this out and uninstalled and reinstalled several versions of Intel X3100 video driver as well as Thinkvantage Presentation Director. Even during boot-up it does not show up on my external monitor.
The Bios date/time and other settings get reset each time the external power is lost (e.g. remove battery or unplugging AC). This usually indicate that the computer CMOS battery is dead or bad.
From the above problems, I can only conclude that Lenovo sent a used defective system board. There could be other problems that I don't know about yet.
Initially I had tried to call Lenovo technical support (3x) and they were next to useless. The first time I called, the technician pretty much blew me off telling me that they can't help me and told me to search Lenovo support page for the answers to my problems. I couldn't believe it! Furthermore, I wanted to know how I can reset the TPM password and the first rep told me that that they would need to charge me for walking me through the steps. (in the end I figured it out on my own)
I am very dissatisfied with how things turned out. I know I now have to get my system board replaced again but this has been way more trouble than it is worth. I had spent many hours driving back and forth to the repair depot and even more hours troubleshooting the problem on my own because Lenovo support couldn't help me. It has completely destroyed my confidence in Lenovo. How can they be doing repairs with defective used parts??? What options do I have?
Message Edited by tallshorty on 06-15-2008 11:46 AM
Message Edited by tallshorty on 06-15-2008 11:50 AM
Tallshorty,
Wow! Apologies for such an experience. First, could you send me a PM with your contact information, your system model & serial #, and your service case number(s) if you have them handy? I will ensure you get some help.
Secondly, service parts may be new or refurbished. - Sorry to hear about this TPM problem - we can look into the process to ensure this is tested for, and ensure this does not happen, although it sounds like you've solved this part.
Thanks for sharing your story.
Mark
Message Edited by Mark_Lenovo on 06-18-2008 09:41 AM
Message Edited by Mark_Lenovo on 06-18-2008 11:59 AM
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
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Good Luck!I have used support service a few times and they have always been professional and helpful the support center in Ga. I called last night for my wireless card its on the way to me now I've never had any problems
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Did a member help you today? Thank them with a Kudo!
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T500 Problems and experiences with Lenovo's technical support / EZServ
After some issues and numerous calls to Lenovo's Technical Support, I just thought I would share my experiences here.
First off, I currently own a ThinkPad T500, which was designed to be a replacement for my older ASUS laptop.
While the ASUS laptop is still running okay, I have had a hard time trying to get the company to properly warranty the laptop. (they would make falsified claims that nothing is wrong with the laptop, so that they would not have to replace any parts - and when they do replace parts, they would simply create another problem and totally ignore the described problem.) The experiences were so stressful and disgusting such that I am sick of arguing with the company any further. My decision on the ThinkPad was based on that IBM/Lenovo is designed to serve business class customers and theoretically should have "business-class support". For this very reason, I have added the best warranty service they was offered to me at the time (3yr onsite + accidental). I am just guessing at that time I just wanted to get away from small companies and go to a company that would back their customers' laptops.
As soon as I got my hands on a T500, however, I have noticed that something is wrong with the card reader. Apparently the reader on the machine would not read SDHC cards (it does read SD cards, however.) This is a problem because I only use SDHC cards and the machine was not able to read any of them. As the card reader controller is manufactured by the same manufacturer (Ricoh) and my older ASUS laptop was able to read SDHC cards, I thought something odd was going on with my machine. This was also based on the evidence that other T500 owners were able to read SDHC just fine.
In addition to the card reader, I was also having troubles in which the machine would freeze whenever Nero Burning ROM (a CD/DVD authoring software) is used.
My first support call to Lenovo was not that pleasant, given that I was placed on hold for 20 minutes when the rep was looking up specs for SHDC compatibility. The rep also said that they would not troubleshoot 3rd party software and would not help me on the issue. I was also told that I should also call back during "regular business hours (apparently until 5pm EST, or 2pm PST (my time)" (despite that the technical support hotline is open 24/7) so that a supervisor can handle my case. This makes it very difficult for me to get to someone with any authority as I am usually busy throughout the day until late afternoons (~4pm PST -> 7pm EST).
Nevertheless, my second call to Lenovo was much more pleasant. The rep handled my case in a timely fashion and promptly provided replacement parts indicated by my problem. (Onsite motherboard replacement for the card reader, and a separate shipment for the DVD-RW drive). Turns out that the motherboard replacement did fix the SDHC issue, although the freezing problem was not caused by hardware failures, but rather a faulty driver that was corrected after Lenovo released an update months later on the Intel SATA controller drivers.
Five months later, after having to use a broadband WWAN card for my work, I also started to notice there is something wrong with the broadband WWAN card. The card used is the Ericsson F3507g card (or the AT&T broadband WWAN option). Not only would the connection be very flaky, it would also drop connections fairly frequently. It seems that a SIM card pull to another card would result in a perfect connection and ever since I have been using an addon card instead to use the Internet. When I confronted Lemovo with the problem, the experience was worse than the first one. I have made at least six service calls to Lenovo and everytime the reps will waste my time with basic troubleshooting which I told them repeatedly that I have already done (I have even reinstalled the OS but it seems that it does not matter to the reps). Here are some things that are repeated over and over:
1) Can you uninstall the Power Manager Driver and the Wireless WAN drivers and reinstall them?
2) Can you go on to our website and download the WWAN drivers (document ID: MIGR-70000 - I even remembered this number since it was repeated so many times) - and the Power Manager Driver and reinstall it?
3) Can you go to Device Manager (the rep would go step by step to it even though I told him I already know how to get there), and see if there are any "bangs" (exclamation marks) on any of the devices?
4) Since you were able to connect to the AT&T network, then from the hardware standpoint there is nothing wrong with your card. This indicates there is a software configuration or a driver problem. (I have been trying to acquire the latest drivers but what I have was already the latest)
5) Since your card could connect to the network, you should contact your provider for help. (AT&T blames it on the card)
6) I'm sorry but there is nothing I can do to help you. You should contact your provider about the card (despite that I acquired the card from Lenovo and not from them)
7) Are you sure that your card is activated properly? It doesn't show in our systems that the card has been activated properly. You will need to call both AT&T and the Lenovo activation hotline (whatever this is) to have your card work properly. (I have never heard of this before)
Despite telling these reps I have an addon card that works perfectly and that I have done all the basic troubleshooting already, none of them are really willing to give me a replacement card. They would either request that I send my computer back to the depot (which I do not want to do since I use this laptop everyday and that's why I have onsite warranty), fail to help me, or transfer me to someone else that makes me do all the troubleshooting all over again. (Every call I made to Lenovo can be said to be composed of at least 20 minutes of basic troubleshootings with the end result of not being able to help)
After having the case escalated to a team leader, I was told that someone would give me a call within a few hours since their team leader is with another customer. Result? No callbacks. Not within a day, nor two.
Called Lenovo again, they apologized, but samething happened - supervisor on the line - promised another callback by a supervisor - but nothing, nada!
Called Lenovo a third time - was again told the same thing, but I am not falling for that anymore - the rep finally agreed to give me a replacement, as well as as to send out a technician that would fix the LCD cover that is starting to get loose on one side.
At that time, I was so frustrated and this reminds me of the pain I have went through with my old ASUS laptop and their grumpy customer service. It just seems to me that it has to be that difficult to have anything resolved or fixed. (What is especially frustrating is that the basic reps do not have any authority to make any decisions, 90% of the time I will need to be transferred to a supervisor of some sort before my case can be handled successfully - which is hard at times given that I only have until 2pm PST to call them)
Received replacement, but did not fix issue. I have noticed that the GPS (which was part of the WWAN card) also has problems getting adequate signals for a 3D Fix. I have once again called Lenovo, this time raising the concerns with the GPS and seeking for help. Along with the basic troubleshooting, here is what Lenovo has to say about the GPS issue which frustrates me even more:
1) uh, G..P..S? what GPS? (most reps I call say this, shows me that they either don't know what a GPS is or know that there is a dedicated GPS builtin on the Ericsson module. Perhaps they don't even know that ThinkVantage GPS existed)
2) You will need to have active service in order to use GPS (I do have active service, but nevertheless that statement is false since a 3D fix can be successfully acquired with a dummy card - I guess the rep has no idea what he/she was talking about)
3) That's a software issue - you need to call AT&T and tell them about the problem (Again, I guess the rep has no idea that the GPS is not linked to AT&T's networks - there is a dedicated GPS on the card that allows the ThinkVantage GPS tool to acquire proper GPS signals) (Also, why would AT&T troubleshoot a tool that Lenovo made called ThinkVantage GPS? - I don't get it)
4) You need to uninstall, and then reinstall the Power Manager driver and also the latest WWAN drivers. (I did that, did not work - I have told them I even reinstalled the OS from scratch)
5) You need to go uninstall, and then reinstall the Wireless LAN drivers (although I am talking about wireless WAN, not LAN)
6) There are two wireless adapters in your laptop? Are you sure about this?
7) LAN, or WAN? What are you referring to? (I guess some reps are not aware what WWAN means)
After dealing with the numerous reps that have no idea what I was talking about, I have decided that I would just take the machine into depot, which would give me a chance to explain the other issues I have with the machine as well.
Here are some of the issues I am having with my T500 right now (please comment if you have the same issues or perhaps have a possible solution/workaround for it)
1. The left side of the LCD cover has a pressure point, which causes the cover to dislodge from the rest of the panel slightly when pressure is applied from the back side of the cover. (Could be caused by closing the lid, for example) - IBM technician applied some adhesive to the inside, which helped it from dislodging, although the left side is still a little filmsy compared to the right.
2. This error randomly pops up at infrequent intervals: "Display driver igfx stopped responding and has successfully recovered."
The latest GFX driver is installed and all updates have been installed. OS has been reinstalled but problems still occurs infrequently.
3. This error also pops up at infrequent intervals: "Active protection is not functioning as system detected the abnormal sensor status. To diagnose the sensor device, run PC DOCTOR DOS - HDD Active Protection Test and if it still shows, contact Help and Service for repair." The only problem is, my laptop only came installed with PC Doctor 5 for Windows and when I run it"
I ran a sensor check in DOS using the diagnostic CD and the sensor checked out okay. This error seems to happen mostly after I changed a setting in the Active Protection System software. (ex. changing the suspend time, etc)
4. By default, the internal microphone does not work. In order for the internal microphone to work, the Advanced multi-stream mode must be enabled in the SmartAudio control panel. If both redirection options are enabled, the internal microphones and the speakers would then work normally. However, the hotkey controls on the ThinkPad would not control the right device when headphones are plugged in (since headphones are classified as its own device when the Advanced stream mode is enabled) - Mute and volume controls thus only controls the internal speakers' volume, and have no control whatsoever when headphones are plugged in.
5. The brightness on the T500 is rather dim. I am not sure if that's how the monitor is, but I can hardly see anything unless the display brightness is close to the max setting. I have the 1680x1050 matte screen.
6. The WWAN card does not make a stable connection to the network and ThinkVantage GPS does not acquire a 3D Fix even when under direct sky for >20 minutes. What is interesting though is that if I turn off the monitor screen (Fn+F3) or close to lid, the WWAN connection will be very stable and GPS will function normally (acquire fix usually within 2-3 minutes). If the monitor/screen is turned back on after a GPS Fix is acquied, the signals will quickly deteriorate and the updates will either become delayed/inaccurate or a fix will be lost. The brighter the screen, the harder it is to get a fix or a stable connection. (At the max setting it is almost impossible to get a fix while at the lowest brightness a very weak fix can be acquired - this is the case even many sattelites have been detected) Perhaps something with power consumption? Or the LCD drawing too much power?
7. Although it does not happen very frequently, pressing Fn+F3 to turn off the display might cause the LCD to flicker on and off non-stop.
8. This used to happen more with the older version of the Lenovo Fingerprint Software - but sometimes the software tends to get stuck at the welcome screen after returning from sleep/suspend/standby mode. The screen will remain at Please Wait forever and a hard restart will be required to get back into Windows.
9. At frequent intervals the sound from the internal speakers would stop working and only the headphones would work. The sound might, however, come back if I leave the headphones plugged in long enough and unplug them. Restarting the Windows Audio service will temporarily restore audio but the same issue tends to happen again soon after that. Driver issue? (I am not sure if it's relevant, but I tend to put my computer to sleep instead of shutting it down)
I have explained all of these issues on a piece of paper that I have included in my shipment to Flextronics. I have also included in big letters to make sure that they do not send the laptop to the address where they originally sent the "box" to. This is because I am only at that address a few days during the year and I don't plan to be there most days during the year.
On the first day, it seemed that the status changed from "Machine being repaired" to "Hold for customer information".
Apparently I missed a call from a number with an area code of 901 (which is Memphis, TN - I assume this is Lenovo's support center, since this is where the package was sent to). No messages were left on the voicemail. Called the number back, but was however told that I dialed the wrong number and no one has ever called me on this number (the lady on the phone was quite rude too) I then called the 800 EZServ number instead, turns out that they wanted one of my passwords which I gave them.
The evening after I saw that the machine was successfully repaired and that it is being shipped back to me. However, no tracking number was provided. (There still isn't a tracking number on the EZServ status page)
Hoping that my machine was repaired in good condition, I took a day off so I would be able to wait for UPS to deliver my laptop.
Such that I have something to work with, I called the EZServ # and see if they had a tracking number for my shipment. At the same time, I asked what components were replaced and/or what components were installed to the system. To my surprise, they reimaged the whole system and I was not even informed about this at all! (I do understand I checked the Yes box in the problem description page, but I felt that it was important that the repair center let their customers know before their data will be destroyed - luckily I imaged my laptop right before I shipped it out so I have a copy of my data) In addition, it also seemed that they did not read any of the pages I enclosed in the shipment since nothing about the WWAN card was ever mentioned, despite special emphasis placed on this when I called Lenovo to have my computer sent back. It seemed that the rep only recorded one of the problems I listed above, which was unsatisfactory.
The repair process was disappointing, as I have included in my problem description that I have previously tried reinstalling the whole OS from scratch and the problems did not go away. Reimaging the system will also probably have no effect on the problems I have described in the problem description.
What is more surprising to me though was that they totally skipped the notation I put on to have the notebook shipped to an alternate address relative to the box address. To make this impossible to miss, I miss drew a big * and circled it many times so that anyone would see it if they were reading the sheet. I found out shortly after checking on the UPS website that the city the package was being shipped to was that of the wrong address, and not the city of that of the alternate address. I was horrified after knowing that the package would not arrive today but yet I still took a day off work. (How disappointing?!)
Again and again, I called EZServ to see if I can have the package intercepted so it can be delivered to the right address. An intercept was placed on the package, although I received a call 30 minutes later from UPS saying that the intercept failed since the package has already been delivered. UPS also told me there is no way the people living there can simply return it and continue on with the intercept. Not happy with what I am hearing, I called EZServ and see if they can set up a pickup request to have the package delivered to my address. The first rep hanged up on me shortly she answered. The second rep called UPS, placed me on hold for more than 20 minutes, then hanged up on me. The third rep called UPS, and told me that they have esculated the case and that "UPS will handle everything", whatever that means. (she refused to disclose any more details). She told me that I would be receiving a call from her shortly on the details on the upcomings and promised that I would be receiving my laptop back. As with Lenovo, I didn't receive any callbacks. I called EZServ once more, and all they would say is tell me to wait. Sick and tired of waiting and calling and not getting anywhere, I drove 100 miles to where they shipped my laptop and picked it up there. I just don't know whether to trust the EZServ people anymore....
As far as the laptop goes, I didn't have time to open the box or to test it yet. But I will let you all know once I have taken a look at the results.
While the past experiences have been painful, I haven't lost all hope in Lenovo yet - although I really think that the customer service can really improve on certain levels.
Please give me advices on what to do next!
Thanks for reading this!
Message Edited by swg0101 on 04-04-2009 11:02 AMSwg0101
Thanks for sharing your details - it seems like we should focus on recovery of your system at this point.
I've sent you a PM - I'll look for your private message response with your contact information and case details so we can look into this and get you some help.
Best regards,
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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Terrible Experience With Lenovo X200
Hi,
I was wondering if anyone has had any similar problems with their X200's as I have because Lenovo customer service has been absolutely terrible so far and I have no idea what to do.
First of all, when I first received my computer there was a big gap between the plastic bezel/border of the LCD and the screen itself. Second, I had a couple dead pixels and some other weird brown spots that seemed to get worse every week (maybe dirt getting inside the gap?). Third, ethernet cords would not fit into my ethernet jack (it would not 'click' in). Fourth, the feet of the laptop were not level with a flat table and the laptop would rock when I typed on it. And finally, the lid does not close properly... it seems like its curved.
The problem is that I am a university student and I want this laptop to last for my entire undergrad. I bought a Lenovo because I heard it was the best quality I could ever get, but so far I am very dissapointed.
When I first got it, I immediately tried to return or replace it. I was told by customer service to fax in some information/receipts to them. I did all of that but I never got a response. I remember that I called in many times, but I was still never able to get a replacement. After it had been 21 days, apparently I wasn't allowed to return it... even though I had tried to return almost everyday before then. Also, I live in Canada and it took over 7 weeks just to receive it in the first place. And as I said before, I am a university student, and this was the only computer I have so I couldn't go computer-less for 7 weeks. So, at that point I decided to give up with customer service and continue with my studying.
After my school was over, my only option was to bring it in to a warranty service provider because customer service said that the repair depot did not have the parts. I went back home in the summer (to a pretty remote place of Canada) where there is only one service provider (who was not a Premium Partner). They attempted to fix everything, but the fact that they are not premium service providers really shows... They replaced the screen, but the gap still exists and they said it cannot be fixed (which makes me think the screen will just fail again) and the bezel that they replaced anyways is clearly scratched. They replaced the motherboard to fix the broken ethernet jack as well, but they scratched my computer all over in the process, which is really frustrating. On top of that, they gave it back to me half falling apart with the keyboard tray not fit in properly, a bunch of loose screws, and the lid unable to close. I had to go back to them several times just to fix these problem. Now, I can still see components of the computer underneath the keyboard (that I never noticed before) which probably renders the drip-tray somewhat useless. Also, there are now little wires that run alongside the metal hinges of the LCD that are slowly being cut away everytime I open or close the lid. I never noticed theses wires before either.
I'm done dealing with these "service providers" so I called customer service again. They said that they will not return or replace the computer because it is well past the 21 days. The only way I can get a chance of getting this fixed would be to send it to the depot, which would take over 5-6 weeks I'm sure. As I said before, this is my only computer, and I am taking a summer distance education course, so this is not an option. Plus, I am very skeptical that they would actually fix anything anyways.
Is there anything I can do at this point? It was Lenovo's fault I wasn't able to return it in the first place when I actually had the time to wait, but they still won't give a replacement... Does any one else have this gap between the LCD and the bezel, were you able to get it fixed?
I'm considering just taking a loss and selling this on eBay so I can buy a Dell like I always have before because this is definitely the worse computer I have ever owned. Sorry for such a long message, and thanks to anyone who actually reads it all. Any input is appreciated.Dsp4,
I'll try to help. Please send me a private message with your contact information - name, address, phone, and also the model and serial from the bottom of your system.
Please give us a couple days to research the case and get in touch with you to work out an appropirate resolution...
Apologies for your experiences thus far...
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество -
My extremely disappointing experience with Apple's service
I have been a loyal customer of Apple since the first iPhone, however, my recent experiences have started to make me reconsider that relationship.
Here's what happened:
I am living in Asia now and as an avid apple fan, I bought an Iphone plus 64gb in Hong Kong as soon as it came out. I was told that it had a one year warranty and it would be effective in Mainland as well. Just as luck would have it, two days after I started using the phone, the camera started to fail. I could not longer take pictures. Since I am in Shanghai now and the phone was purchased in Hong Kong around a week and half before the official release in China on 10/17, I started to call customer service and try to make the earliest reservation that I can at the Genius Bar so that I can get my phone fixed.
I first called apple and was told that I had to make the reservation online. However, the website was a mess. Every time I clicked on the genius bar link to make a reservation, it jumped to the retail store page. I called customer service and asked what was going on and was told that they could get on and it was weird that I couldn't get on, it must be because my internet was slow and that I should try to get on the site at a different location. Which didn't make sense, because my internet was plenty fast, and I tried getting on in another location already. I don't know what hit me, but while on the phone with the represetative, I thought that maybe I should try turning on my VPN, which routes my internet to a different country and what do you know? I was able to make a reservation! I asked the the representative why that was, and the representative accused me of asking if Apple had blocked access from Mainland China to make a reservation. I thought it was extremely unprofessional of her to have asked that. Anyway, after figuring out how to make a reservation online, I tried for about a week to make a reservation through the official channel and it's always full. I called customer service again and wanted to know if there was a different way that I could make a reservation and was told that the only thing I could do was to keep trying online....and that I would be lucky if I could make a reservation within a month, because it's always full! -- What ********!
With no other way, I went to the East Nanjing Rd. Store in Shanghai. It was super croweded. I found an Apple staff and explained my situation and was again told the beauracratic answer of having to go online to make a reservation first! My impression of Apple's image as making excellent products and always putting customers first fell over the cliff! I demanded to see a store manager and was offered TWO non-solutions. One: go to an Apple affliated store to get my phone checked out, but was told that I needed to show them my receipt. I told them that Hong Kong doesn't give receipts and again the staff told me that I should just go and try my luck, just wanting to get rid of me. I suggested that they had a staff either go with me or call a store and tell them of my situation, but the manager refused. TWO: I should keep on trying to make a reservation online. I suggested that maybe he could help me make a reservation, so that at least I could have a date of appointment. Again he refused and told me to just keep on trying to make a reservation online myself.
By this point, I was a little flustered and angry. The manager's name is Jevan Wan, and his attitude was very pompus and was giving me the impression that that's the way Apple did thing and either do it this way or eff off. He told me that if I didn't like it, I could call the police and in fact he said that he would call the police for me. By that time, I was super angry and he tried to have the security guards throw me out saying that I was already unwelcome.
I went in expecting professional, world class service, but instead what I got was staff who was pompus, beaucraftic and full of attitude. They didn't give the slight thought of putting customer first and trying to help customers solve a frustating problem.
It is truly disappointing that Apple has fallen so low... it seems to me now that Apple only cares about selling more phones and making more money. Putting money in to maintaining good customer and product service is no longer a priority much less the level of employee professionalism!
My email is: ***** if Apple decides this warrants a response!
<edited by host>Alessia18 wrote:
My email is: .... if Apple decides this warrants a response!
If you want a response from Apple, you will need to contact them. This is a user-to-user technical support forum. Apple doesn't read these posts. Use the Contact Us link at the bottom right of every page for information on how to do that.
You seem to recognize that the store was very busy yet that doesn't seem to translate into understanding that it will be difficult to get an appointment. Should you be moved to the head of the line by the manager because you are some how a more loyal customer than the people who have already made appointments? Does it make sense that a store that's so busy you are having difficulty getting an appointment should send an employee with you to an authorized reseller? Contact AppleCare and make arrangements to have your phone sent in for repair. -
A STORY OF YOUR TROUBLED CUSTOMER
I write this story regretting two things. First the reputation that HP laptops had, is diminishing and second that I bought an HP laptop. (HP notebook G6-2201ax)
The story begins in an emotional and a typical Indian background in which there is an obedient child and his parents gift him an HP laptop after completing his graduation with good grades. I was very happy with the gift and the offers that came along (as it was Diwali time). The next day I left for pune (Maharashtra) with it for beginning a new career in a software company.
A little description of the events that took place before buying this laptop: Many of my friends and cousins had suggested me not to buy an HP laptop because of its low battery backup and heating problem. There was not a single person in my circle who was on HP’s side when it came to laptops. Still, (I guess this is where I started my journey full of mistakes. Don’t worry yet, you will understand what I mean as you read further) I bought this laptop thinking that the cool sense technology and the new AMD processor will prove all my family members and my friends wrong. But what happened was exactly the other way around.
Precisely ten days after getting my laptop from the dealer (Navjeevan computers, Jalgaon), when I tried starting it one evening, it gave an error “no boot device found”. I thought this was a serious hard disk issue and so I called up HP customer support the next day. They said that I will have to take my laptop to the nearest service center (that was in kothrud, pune).Now this is where the movie begins (which is very similar to a movie in which a common man enters a typical government office). As soon as I entered the service center I was made to fill a long enquiry form and made to wait in a queue. When my chance came, the engineer switched on my laptop, saw the error message and said that the hard disk will have to be replaced (he said it so spontaneously that I guess he didn’t really try to understand the problem. It wouldn’t have mattered to him anyway, as it’s the company that bears the cost of replacing the hard disk and not him. He just wanted to get this issue resolved as soon as possible).
After listening, I enquired, “what about my data?” There was a lot of important information in the laptop and I hadn’t even taken its backup as I was busy settling in the new work environment and also I didn’t expect the hard disk to crash on the 11th day itself. He said he was sorry and that the company has no policy for data recovery. I asked further if there was any way to get my data back. He replied that you may take it outside and try it with some external connector. So I took it to another laptop repair facility but the technique didn’t work out.
Disappointedly I took the hard disk back and told the engineer to replace it. He placed the order and told me to check after 4-5 days. After 5 days I called up the service center and no one answered. This went on for 2 days (and I had tried to call them at least 4 times a day and not during their breaks). Finally I had to go the service center myself (that is 25 km from where I stay currently. I had shifted to a new place after giving my laptop to the service center) and I got to know that the receptionist was on leave and so there was no one who had time to answer the call. (WOW. I have never seen such busy and dedicated people)
I somehow managed to find the engineer who was handling my case and asked him about the progress. He said that the new hard disk had arrived but even that had failed to start. (The next line he said was really shocking).He continued that the real problem was in the motherboard and now they would be replacing the motherboard that would take another 5-6 days.
ME: “How do I finish my work that is already delayed?”
HIM: He gave me a smile
ME: “Will someone would answer my call when I call up next time?”
HIM: He gave me a smile again
ME: “How you people define reliability of your product that cannot even work properly for 12 days.” HIM: He smiled yet again.
(OH MY GOD! I was shocked to see how a person can be so happy to hear about someone’s problem and especially when that person is actually his customer. My conclusion was that may be nobody cares here about any of their customer.)
Now some days passed and let me tell you that I gave my laptop to the service center on 15th December and by now Christmas was around the corner and New Year too was not far. These festivals did add up to the number of days required for replacement.
I was waiting for the motherboard and had already given the recovery discs to the service center, which the dealer had provided, along with the laptop. After 8 days I called up the service center to ask about the mother board (well this time I was expecting them to learn from their earlier mistake and call me when the mother board arrives or if there is any delay) and they said that it had arrived and they are trying to install the OS and drivers. But to add up to my bad luck (and HP’s hopeless support) the recover discs did not support the motherboard. Now it was the dealer with whom I had to converse. (I felt so alone, stuck between all HP’s “great” support team members. Now I understand how a common man might be feeling while being bullied in a government office).
Now people, it’s time for the actor, the dealer, who speaks but does nothing much to keep up to his words, to enter. While buying this laptop from him, I remember one particular thing he had promised: that he would lend his support even after my warranty expires. He also added that his customers still come to him after 5 years of buying laptop. (I felt proud on my decision of choosing the correct dealer .ANOTHER BIG MISTAKE!). So finally I called him up and of course he was very busy with his customers (well who am I then, till now I thought I was his customer too) and so he didn’t come on line. One of his subordinate spoke to me. I narrated my whole story to him and very coolly he asked me to get the laptop to the showroom. I shouted, “I am 400 km away from your showroom, how can you expect me to get it there. Don’t you trust your own company’s service center people? The laptop is with them for past 15 days.”
I guess finally he got back to his senses and started telling me some procedure which even the service center people didn’t know. He told me, some tattoo procedure was to be done to get the recovery disc working. I asked why you don’t speak to the HP service center people directly as I didn’t understand the procedure properly, but he replied that HP people don’t listen to them (My god. It sounds as if two school girls who have some ego issues talking to each other; VERY UNPROFESSIONAL). I still insisted that he should speak to the service center people (as there seems to be no other solution) and I gave him all the details including the engineer’s name who was looking after my case (UTKARSH, another out of this world, one-of-a-kind of person. I remember, during the process of getting my laptop repaired, he had promised me he will call after 1 day, but he didn’t call even after two days. Then, later sometime he said he will call me after 4 hours, the day came to an end but my wait never came to an end. The reason may be either his watch does not work properly or he simply doesn’t look at it. I guess this person and everyone in the service center needs a new watch).
The dealer lived up to my expectations and had not called up the service center engineer. But lucky me, now I got to speak to the head dealer. He repeated the same thing: that “the HP service center people don’t listen to us and we can’t do anything” (sounds so contradicting to what he had said while selling me the laptop).He gave me the regional coordinator’s(Maithili) contact number and also regional head’s e mail.
I was little relieved that finally I would be getting to speak with some high authority and with the R&D in progress on my laptop (I feel R&D is the correct term to describe what was being done with my laptop) the repair would be complete soon or rather I felt my troublesome days were about to come to an end (but……. in vain).So I called up Maithili and told her my story (feeling really hopeful). She added the manager of the service center to our conversation (conference call) and told him to repair my laptop and give it back in 7 days max. I was stunned to hear that. She said it very confidently and as if she was doing the very correct thing. I guess she did not realize that she was adding 7 days to the earlier 15 days and bringing the total to 22 days now. So, I asked who is going to pay for my work that have been delayed or in some cases cancelled due to unavailability of laptop. She didn’t bother to notice this and just went ahead saying that “we are sorry for it and you will get your laptop in 7 days.” I asked again “what about my work?” She replied with same words that I will get my laptop in 7 days and shirish (who is the manager of the service center like an obedient employee) just agreed to whatever Maithili was saying. Now they ordered a new recovery media. (It was going to come from Singapore and of course add few more days to my despair).
Again like a helpless customer I had no choice but to wait……..
Nine days passed I didn’t get any call from them. Tired of waiting I called up the service center and asked for the engineer. (Well, I even have to pay my mobile bill. I am mentioning this to bring to your notice that I don’t have any privilege of calling up the HP service center free of cost).
Utkarsh came online and said that the recovery discs have reached the service center and they are now trying to install the OS and drivers. They still have some issues but they are trying. (Very good! That guy sounded so full of dedication and sincerity. At least from his words he did). The next day he called me saying that the laptop is ready (this was at 5:30 pm). I asked if I can come and collect it at 7:30pm; will the service center be open? He said yes, the service center timings are from 9 to 8. I travelled 25 km from my office to the service center and reached service center at 7:33 and found it closed. I tried calling up Maithili about this harassing and frustrating behavior but she was unavailable. So I messaged her. She called me after some time and started the conversation with saying that the service center engineer will come and deliver the laptop anywhere I ask. (Didn’t seem like compensation at all). At this stage I didn’t want any favors from the people and company where even higher authorities do not stick to their word. I said “please spare me your favors and just tell me the exact timings of the service center and I will go collect it myself.” She told me its 10 to 6. Then I asked if these are the timings then why 9 to 8 is printed outside the service center door. Of course she did not reply to that and changed the topic.
My next question was, “how you define the reliability of your product when it stops working on the 11th day (and that too its motherboard has some problem)”. She said HP has a very big market share and blah blah blah…… I continued, now consider my laptop and define reliability. She said sometimes we face this kind of peculiar issue but we do resolve them. (Resolve them taking their own sweet time!). I said, “Ok, accepted that your product is reliable but what about your service. When your engineers were doing their research on my laptop, no one even had the courtesy of offering me a stand by laptop” (forget the compensation). She just ended the conversation saying “we are sorry” and asked again if I wanted my laptop delivered anywhere. I ended the conversation by pleading not to send the laptop anywhere because there are high chances that the engineer might goof up and add up to my problems somehow. I would come and take it from the service center myself.
Next day, even after pleading not to send my laptop with anyone and specifically saying that I would collect it myself, the service center people sent it with their field engineer. (This is the limit of bad coordination. How can you do something exactly opposite of what you were asked to?). In the evening I got a call from the field engineer, I told him where I was and finally I got my laptop. (Phhhhhheeeeewwwwwww)
What led to this series of events? If only I had listened to my cousins and friends, this would have never happened. I pray no other person has to go through all this.
I feel all this could be avoided, if the service center people had given me a new laptop on 5th or 6th day and continued their R&D on the original laptop indefinitely(why only 1 month. Keep doing it till time ends). Now you would say that it is against company’s policy or some other legal issues might not allow you to do so. But what is the use of such kind of policy where the customer has to face so many problems.
Every morning I get up, I pray that my laptop should not face some problem again in the near future.
To conclude, your regional manager and your service center people are very confident about the product’s reliability and the service they offer (the reception at the service center had something printed on the wall saying HP is awarded the best service prize for 2011.SERIOULSY! I guess I should forward this feedback to them also.) So how about increasing my laptop’s warranty? Can you people do that with your confidence in your product? I don’t want to mention the amount of work I have lost or have been delayed, my phone bills, unnecessary travel expenses, priceless time etc…
I hope this mail reaches the right authority and they reply to this helpless customer who has no other choice but to wait.
This is not the end. After two days I see that my windows 8 is not activated. The process of coming to a solution is still going and god only knows when will I get my laptop working properly.
After the incident (that actually still continues) I would like put forward my demands:
Replace my laptop and give me a new one.
Extended warranty
Compensation for mobile bills,travel expenses,work loss, time wasted etc.
Compensation for data loss
Monetary compensation
Mental disturbance and distractionHello pratik_Jain429,
I am going to forward this thread to the appropriate team for review. Someone should be in contact with you in regards to your issue.
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The community works together, click Accept as Solution on the post that solves your issue for other members of the community to benefit from the solution.
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Does anyone has experience with Dynafix repair?
Hello,
my iPhone broke down, and in Belgium all warranty claims have to go via Mobistar/ Dynafix.
I looked this company up on the internet, and all I got were horror stories about warranty refusal (due to water damage, other impossible to proof defects), iPhones that come back more broken than before, claims to pay 40 euros just to get an unfixed iPhone back,...
To be honest I'm afraid to even send my broken iPhone to them. Apparently Apple doesn't support iPhones in Belgium because I tried an official Service Provider, but they couldn't help me. Have to go to Mobistar -> Dynafix.
So does anyone have positive experiences with repairs in Belgium?
(I do want this iPhone fixed otherwise I'll lose all my progress in imob online
The new iPhone 3Gs looks great, and if the old one gets repaired, I won't hesitate to buy the new one too.
Thanks in advance for any reactions. I'll keep you informed on the progress.MrTerryG,
I wish I could tell you of a happy and joyful experience. However, I'm afraid my story won't put your mind at ease.
Since I bought my iPhone last summer, my vibration-function was very loud. I wasn't aware that this was abnormal until I heard a colleague's iPhone vibrating much softer, more than half a year later.
I first tried to bring in my iPhone in a local Apple Store, but they told me I had to bring it in at Mobistar, since I bought it there.
When I took it back, I saw a very thin hairline fracture at the simcard tray. This happened when I had -carefully- removed the simcard to bring in the iPhone.
I brought in my phone at Mobistar, describing the hairline fracture and vibration problem. They sent it to Dynafix.
2 weeks later, I went to the Mobistar Center, and they told me I had 3 choices:
1. Pay 282€ and get a new iPhone in return
2. Pay 40€ to get it back unrepaired
3. Tell them to throw away the phone
They said that the damage wasn't covered by the warranty. After that, they showed me a picture, taken by Dynafix. I couldn't believe my eyes, the hairline fracture wasn't just a hairline fracture anymore, and suddenly there were much more fractures! I don't know what they did with my phone, but it looks awful now.
I sent emails to Dynafix, but their replies were not covering the point (as if they only read half of the mail).
I called and mailed Apple and Mobistar too, and both ends advised me to send letters, because there were much more similar complaints.
So that's what I'm going to do tomorrow.
It's really really sad, because this rules out buying new iPhones from Mobistar, because as long as they have a contract with Dynafix, you have an almost certain chance of being scr*wed by the repair company.
I hope you haven't sent in your iPhone, because my advice is: take detailed pics of your phone first, and have them signed by the salesman in your local store where you are bringing it in.
Kind regards,
codus -
Disappointment with Lenovo Repair
The fact that I have to post about my extremely high level of dissatisfaction with Lenovo is ridiculous. Perhaps I am in the small margin of users who have encountered low quality customer service and repair, but I believe that every company has the obligation to provide the highest quality of goods and services to their clientele. So on to my case.
I own a Lenovo Y-40-70, a laptop, which blogs and many reviews informed me, was of the best bang for the buck. A computer that was reliable, fast and cost-effective. I bought the computer for 850$. Please forgive for improper lingo, as I am not too tech-savvy.
8 GB ram
1 Tb HDD
24 Gb SSD
i7
For the two weeks or so, all was well. Any games I played ran smoothly and all that jazz. Then the blue screens started. PFN List Corrupt, IRQL errors, and some others. For some stupid reason I ignored the errors; 1: because they occurred infrequently and did not cause any harm, and two: my family was of the Apple cult. So this routine continues for another month or so, same frequency, then around late October the computer is absolutely plagued by the errors. I can’t even run the computer long enough to load any screen up. Fortunately I backed up all my documents to google drive, so I was good there. As a good customer of Lenovo, the first thing I did was call up customer service and ask for help. I have a hardware warranty that was good for one year, so assumed that I could send in the computer to be replaced, maybe even at a nearby convenient place. Wrong. I don’t know if this is company policy or whatever, but the customer service representatives ended up convincing me that I had to buy the software reset USB for 70$ before my hardware warranty kicked in. So, I dug deep and shelled out the 70 bucks for the reset, received it several days later, followed all the steps; the computer still did not function. By the way, these crashes had become so frequent that I was not able to observe the error reports. Also, the screen was acting funny, with many dead pixels on some load-ups, and general screen glitching on others. In early November I wasted another a day, and a box, sending the computer to Lenovo’s qualified ‘Warranty Support and Service Team.’ A couple days later I receive this message:
Thank you for choosing a Lenovo Personal Computer. You are receiving this email to inform you that after performing problem determination, we have identified the failing component(s) in your computer. Despite our best efforts to maintain inventory of all repair components, the part needed to repair your machine is currently unavailable. As more specific information becomes available we will communicate it to you via email, SMS text messages, or a telephone call. Rest assured we are working diligently to complete the repair in a timely manner and will do everything possible to provide current status updates as additional information becomes available.
Sincerely,
Lenovo Warranty Support and Service Team
The estimated arrival time was early January! However, to some pleasure, the broken part arrives early and the computer is sent back ‘repaired’ on November 26. The infected part was the motherboard. The next day, I power the computer and begin the process of reinstalling my programs and applications, and uninstalling the bloatware. Ahhhhh…. how gullible I was.
The blue screen flashes up with the same errors. Shocked, flabbergasted, frustrated, I write this letter of complaint concerning the poor quality of service Lenovo has in general. I wasted not only nearly a thousand dollars, but three weeks of my time. Wasting time is my pet peeve. Not appropriate for a mature and respected corporation. Do I have to wait another three weeks to receive a ‘repaired’ computer? I feel that in this situation I am obligated to demand a completely new system.I should add that the damage to the keyboard deck was present when I recieved the laptop. I did not cause it.
-
Dissapointed with Lenovo Customer service expirience (I can't get help with warranty)
Hello to all on forum,
Before week ago I chat with Lenovo Support about my warrantty extension problem and Lenovo guy on chat tell me that I need to contact Lenovo via mail ([email protected]). I write mail and got automated answer that Lenovo will contact me in 24h there pass one week and I still don't get any answer (Case Number is 00930315). I am very dissapointed
Here is copy/paste of mail which I send to Lenovo (with details of my problem):
Dear Lenovo Employers,
At day 04.04.2014 I bought warranty extension to 3 years for my Thinkpad Edge E520 from computers shop www.ventex.hr. Its employers told me that warranty registration process can took one month, now is almost two months pass and my warranty extension still is don't visible at your system (my basic warranty expires in 26 days.
I try to contact Lenovo in my Country on two different emails but I didn't get answer (1. [email protected] 2. [email protected] 3. on number +385 1 6386 462) so I decide to contact you in US and ask you for help.
In attachment I send you pictures of warranty extension bill, notebook bill and picture of notebook SNs
Thank you for your time and understanding
Solved!
Go to Solution.Dear Veco359,
I believe they will be able to help you. Please let me know what you find out and we can proceed from there if you need further assistance.
Thank you for your patience.
All the best,
Josh Mason
Lenovo Social Media Customer Service
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English Community -
After bad experience with HTC Inc, should I move to IPhone4 or give HTC Inc2 a shot?
My HTC Incredible is officially dead. I can't get to the screen to do a hard reset since the phone keeps resetting continuously. The phone is 1 year 2 weeks old. No warranty left, so I am stuck buying a new phone. This is the first phone I have owned that died. My previous phone was a Motorola Q and it lasted for three years with no issues. My experience with the HTC Incredible has left a bad taste in my mouth!
So I've got a couple choices it seems for a new phone. The IPhone4, HTC Incredible 2 or Droid X. I have absolutely no experience with IPhones. I have an IPOD nano which has worked fine. Anyway, I am looking for some feedback on the pros and cons of either of these phones. Am I being unreasonable ditching the android phone altogether? I actually loved the HTC Incredible when it was working. I liked all the apps on the android market. I liked the GPS feature using google maps. What I didn't like was the poor battery life. I had to have a charger at home, my car and at my work desk. I was just about to upgrade to a bigger battery when my phone died. And of course what I hate is that it lasted shortly over a year.
I am going to have to buy another phone in the next few days. My wife is up for a phone renewal so I'll probably use her upgrade to get a new phone. I'll seriously consider getting an extended warranty as well to cover the phone up to two years
Thanks for any feedback.So my bf has a apple Iphone 4 and I have a droid incredible. My phone kills my bfs Iphone as far as potential functions are concerned. At the same time... HTC/android boost of all the things it COULD do without mentioning the fact that not ALL phones can actually handle all of these things perfectly.
So whats the result of this? I'll give you some real life examples
Crap battery life bc the phone does way too much. For example, my google maps does turn by turn navigation and is way easier to use than the google maps on my bfs IPhone 4! HOWEVER, at least the iphone doesn't randomly restart mid-navigation bc if you have turn by turn navigation/GPS on the battery gets hot and the phone crashes and reboots like it does on the droid inc. (not the only one with a restarting problem with motorolla/htc phones.. plenty of forums dedicated to this and the people in the verizon store told me this.. but this is NOT an common issue on the iphone)
Phone been unplugged since 10 am.. I leave for camping trip around 2:30 pm.. I use the internet and google maps to navigate on and off to see if we are close/going the right way/find stores off interstate occasionally on our 3 hour road trip.. browser/app is easy to navigate and lightening fast. We arrive 7 my phone has 10% battery life... Do the same thing on iphone for another trip google maps/internet to look up addresses etc.. his phone has been unplugged since 5 am (and we both played wordfued off and on all day).. its 10 pm.. his phone is at 55%! We use his the rest of the camping trip since mine DIED and plugs are hard to come by.
Finding somewhere to eat after clicking a website link on urban spoon app.. his phone won't open up menu on the website bc it uses flash..my phone opens up the menu.. as I scroll through it or try to look at a different part BAM! browser closes out!! try again.. same thing.. ocassionally phone restarts.. battery too hot maybe? In the end.. we didn't really get to look at the menus too close but I did get an idea of what they had from that preview I got before the browser crashed!! (opera, stock browser, dolphin HD) and im a bit annoyed bc my phone restarted and I am thinking I SHOULD be able to view this!
So what do you want this phone for?? Do you want to add an extended battery.. BTW.. its going to make your phone really fat/ugly and defeat the purpose of the slim design. If so the droid may be more useful.. but be aware that HTC is not as polished as apple although they are definitely innovative.. Thus its only a matter of time before something else goes wrong. Do you want a phone that is comparatively overpriced but extremely simple.. can't do much to it but it is rather useful and it doesn't have a removeable battery (because it never needs a battery pull!) You can get an app to do anything and everything you ever dreamed on the droid w/o voiding the warrently!.. but it might also do more than you dreamed by forcing its self shut or sending your phone into restart mode or freezing it. You can do a lot with Apple aps (whatever apple allows you to do if you dont jailbreak).. but you might have to pay for it by ruining your warrently with jailbreaking or literally as many free apps on droid cost money on iphone.. So you decide what is important to you.. doing everything you could want with your android phone (and sometimes nothing as it is not the most reliable device) or several things on your simple iphone??
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