Brand new ideapad u300s going into depot for 2nd time in in less than a month

Question

Hi,
I can't seem to get any help on the phone, all I get told is send the unit in.  I ask to speak to a supervisor and you tell me they will call back in 24-48 hours; it's been a week.  I call back and ask to speak to a supervisor and you tell me it's the weekend and none are available, maybe we can have one call you back later.  This is considered lenovo support.  
I bought a computer for my wife's birthday, an ideapad u300s, and the first week everything is working great.  However, the LCD turns out to be faulty.  So we send it in to the depot thinking no big deal they'll fix it immediately and send it back to us. However,  the computer sat in the depot for over a month and we heard nothing.  We called tech support and asked a for a refund or a new unit but, basically, we were just transferred, told a supervisor would call us - which they did not -  and given the standard answer that they would prioritize our situation.  Finally,  it's repaired and in the mail.
We receive the computer everything seems fine, then my wife notices that it doesn't recognize the a/c adapter so the battery is now drained and we can't do anything.  We call lenovo again they tell us send it in, I ask for them to send someone here since last time I called you tried to sell me an extra warranty after I've only had the computer for a week.  Lenovo tells me that's impossible if you want someone to come onsite we have to pay for it.  Fine I give up I am tired of dealing with you over the phone I am sending the computer back for a 2nd time.  
My wife has used the computer all of about 2 weeks and her birthday was in late March.  
I cannot understand how you can operate like this; I've never experienced such poor customer support and general apathetic attitude of your phone reps.  
Simply put, I will never buy another Lenovo product again; I am sure you don't care though if it's anything like your phone support.

Answer 1

It depends on how critical your connection is. Business customers get a much faster repair time, and are given priority over residential customers, and will pay compensation on some of their SLAs.
If you do not mind being without service for three to seven days, then the residential service should be fine, otherwise you should be on a business package, with a proper SLA (Service Level Agreement).
Its not simply the amount of usage you make of the service.
The residential service is aimed at the general public, who use it for web browsing, e-mail, gaming, and streaming services like YouTube.
You can get advise on this forum from other residential customers, but they are not going to be able to fix your faults, as this is only a customer to customer forum.
The firmware issue is discussed on a number of threads on the  forum. Alternative VHDSL modem/routers are also suggested.
https://community.bt.com/t5/BT-Infinity-Speed-Connection/HH5-constantly-reboots-every-3-minutes/td-p...
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.