How to contact Customer Relations

Question

I hope someone can help me. I won't bore you with the long story (unless you ask ;-) but the headlines are that we have two S10 netbooks for my wife. The first one has yet to go a year without requiring warranty work, and the second one now is starting to have problems. Re: the first one's previous 2 warranty problems, Lenovo service was great. They fixed it and returned it in record time, which made me feel good about Lenovo desptie the problems. Both times, Lenovo service turned a problem into a positive experience.
Now, with both having problems, I have contacted warranty support 3 times in about 24 hours. All 3 times, the phone guys in the Phillipines were friendly, appropriate, and helpful. The problem is at the next level.
Call 1. The supervisor nixed repairs on both, including one that was deleivered from Lenovo on 6/15/09, because they were both out of warranty.
Call 2. The tech guy said he could take care of the newer one but not the older one (the one that has not gone 1 year without something breaking). He looked for a supervisor, could not find one, but a colleague who was "a senior guy" told him that the way it's supposed to work is that I get a supervisor who will then escalate the issue to Customer Relations, then Customer Relations will contact me. But, since no supervisor was on duty, I should call back during business hours with the case number, and get a supervisor.
Call 3: I did as directed. Supervisor said that Customer Relations would not accept issues for computers that are out of warranty. He said that while my "claim is valid", he cannot escalate it to Customer Relations. He also said there is no way for me to contact Customer Relations. When I asked if he thought it appropriate that a machine would not make it through a year without breaking, he said, "That's normal. That's why the warranty is only for a year." (I am not making this up.) Since I could not believe what I was hearing, I asked him if I understood him correctly, that he was saying my problem was just bad luck for getting a Lenovo computer that would not function for a year without requiring repair. He said, "It happens. The same thing will happen with another manufacturer." (I am not making this up either.)
I want to bring this to the attention of Customer Relations, but it appears I cannot do so. We are early adopters of Lenovo netbooks, and are repeat customers who have made positive recommendations to others about Lenovo. But this changes all of that. I want to get in contact with Customer Relations, as the response we received is not only unacceptable but also rather shocking. I hope you can help me get in contact with them. thanks....

Answer 1

rshackleford,
If you have not been able to get in touch with customer relations, please send me a private message with your name, address, phone, and the model and serial number of the system in question.  If you have any reference service case numbers that will be helpful as well.
I think we should look into individual situations, review and provide an appropriate answer, however, I want to be careful that we don't mis-use customer relations as a way to simple escalate with an expectation of free service beyond the end of warranty as that defeats the point of the warranty.  I don't believe that is your intent, and not the case here, but I think it is worth mentioning for the benefit of all.
I would recommend that extended warranties be considered - they are not that expensive, and enable Lenovo to continue to provide service beyond the standard 1 year warranty period.  
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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