How to address poor customer support

Question

In January, I ordered a Yoga 2 Pro.  The laptop arrived and met my expectations.  Approximately 4 weeks later it refused to boot up.  I called Technical Support.
Technical Support was less than helpful.  They had me try a couple things via phone, then told me the laptop was “dead” and Lenovo would replace.  I inquired about the files I had stored on the computer and was told they were impossible to retrieve.
I called Customer Support, armed with this Technical Support Ticket Number and spoke with Nxxx.  She was extremely helpful.  She processed the Return Order and the Replacement Order.  I discussed with her my desire to retrieve personnel files and she provided local Lenovo Support Centers and advised I call them.  I did call.  All Support Centers advised they could not open up this laptop and it had to go back to the factory.
The next day, I logged the order number and received the below status from Lenovo’s web site:
•    Order Date 2014/02/26
•    Estimated Ship Date 2014/03/10
•    Estimated Delivery Date 2014/03/12
Sometime between March 10th and 12th, I ran the order number again on Lenovo’s web site.  To my surprise, the Ship Date had changed to 3/24 and Delivery 3/26.  I called Customer Support to inquire.  I was advised by the agent there were “parts issues”, thus the delay.  I again attempted to discuss my frustration at the lack of Technical Support’s interest in pulling the files from the defective laptop.  At the end of this conversation, I went to Lenovo’s web site and wrote a complaint regarding the situation with my lost files.  To date, I have never received acknowledgement from Lenovo regarding this web site complaint.
Prior to March 24th, I again called Customer Support to verify the laptop was shipping out as planned.  After much frustration with the agent, I requested to speak to a supervisor.  I instead received a Lead, named Pxxx.  I discussed the situation with Pxxx.  He was very apologetic.  He promised he would look into this situation and call me back the next day.  He never did.
March 27th, I ran the order number again on Lenovo’s web site.  To my surprise, the Ship Date had changed to 3/4 and Delivery 3/8.  I called Customer Support to inquire.  The agent who spoke with me apologized.  She did research on your system and advised me the laptop would ship in 24-48 hours.  I questioned why Pxxx never called back.  She promised to send a note for Pxxx to call me back.  He never called.
March 31st, I called Customer Support.  The agent advised the Ship Date was 3/4.  I requested to speak with a Supervisor.  He advised a Supervisor would call me back before 21:00 EST.  At 20:30 EST, Lxxx called.  We discussed this issue.  She apologized.  I expressed my frustrations having to wait 6 weeks for a replacement for a defective laptop Lenovo sold in the first place.  She promised to take this up with the factory the next day and call me to advise of the results.  She did not call back.
April 1st, I sent an e-mail to Lxxx requesting status.  I took a screen shot from the Lenovo web site.  Ship Date 4/3.  Delivery 4/7.
Today I again called Customer Support.  I spoke with an agent who advised Ship Date 4/9.  I asked to speak with a Supervisor.  I was passed to a Lead named Pxxx.  I asked him if he was the Pxxx who promised to call me back two weeks ago and never did.  He neither confirmed nor denied that was him.  He did not apologize for not calling.  He did state he was the only Pxxx in the office.  I expressed my frustration.  I told him I spoke with Lxxx Monday and she never called me back.  Pxxx passed me to Lxxx.  I asked why she did not call me back as she promised.  She apologized and stated she was busy.  I asked if she received my e-mail yesterday.  She admitted she was behind on her e-mails and did not know if she received it or now.
I am extremely frustrated with Lenovo for 3 reasons.
1.    The laptop sold me was defective.  After it died, I did some searching on the internet and it appears this is a common problem.  I am shocked Lenovo has not addressed this.
2.    Technical Support ignored my requests for assistance retrieving the files from the defective computer.  The made no attempt to help.  I can only assume the computer has been wiped and the files are gone forever.
3.    Your Customer Support system is set up to lie to people.  I do not think the people at Customer Support deliberately lied to me.  They were merely repeating the information available to them.  This information is set up to give false shipping data based on a 2 week window.  Two weeks does not sound bad.  Surely you can wait 2 weeks.  On February 26th , I was lead to believe the computer would be in my hands no later than March 12th.  If Lenovo truly ships the computer on the 9th (current estimate), I will have waited 7 calendar weeks.  I am confident, someone knew back in February this would take longer than 2 weeks.  Had Lenovo been transparent from the beginning, I would not be as upset as I am now.
I would like very much a conversation with someone at Lenovo who can address these frustrations.  To date, I have spoken with agents, leads and supervisors.  It is clear these people are only repeating the information available on their computer screen.  They do not have any ability to contact the projection facility or technical support to research the true answers for my questions.

Answer 1

Thanks for noting your concerns - I believe we have received your emails and a member of our exec relations team should be working with you to ensure resolution.
If you need additional help on this, please send me a private message.
Thanks
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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