Incompetent CS ignores you, lock your call/case or sends defective parts : What should i do?!

Question

Hello. I live in France and the Lenovo CS (same line for all europe i guess) has always been poor in terms of communication (title says incompetent but autistic would be a better word for the case..). Apparently i'm far from being the only one feeling so, but now it reached another level :
Since the begining i had my Thinkpad, it had many strange powering related issues, many. They often told me i could have the motherboard replaced, but i refused cause i didn't felt safe with it. Now that warranty was coming to an end, i thought about it and was like "come on, let's go for it" even though i still didn't felt safe about it..
I also had trouble with the fan making strange noise at times. They actually sent a fan to me a year ago but it wasn't the right FRU, i just let go on that at this time. Now, since i was going to get the motherboard replaced (they agreed) i told them to please send back the fan, reminding them it was supposed to be changed.
As said i do not feel safe when someone has to tear appart my unit, i'd rather do it myself. So i said, please change the parts all at once. That's when it got complicated. They refused to change the fan. Even though i sent them back their automatic mail showing that part was sent back in time (that's what they asked). From there it was just hell :
[Just so you know, i have Day+1 on site warranty] Not only they ignored mails but also tried shortening the call, telling me to "keep calm and wait" in a very rude way. From there, since emails were ignored, i called back from time to time, only to get repeated "WAIT" with no communication possible and calls most often hanging in the end.
The last person i had, being nicer, told me they had a problem in their system and couldn't communicate with the tech guys. But her speech became unclear and it appeared clearly it was bull**bleep**. She also surprisingly told me the fan was now included in the repair..!
At that point it's been more than a week of waiting, i asked around if somebody by chance would have an IBM tech phone number (since they're the people doing the repair). Someone kindly sent me one and it worked. I called him next day and he answered.
Talking to the IBM tech, he first told me they had absolutely no communication issue and after looking at my case/call, immediatly mentionned it was locked. He wrote something to IBM and told me to call him back the next day. So i did and since nothing changed, he kindly did what the CS is supposed to do, he set and appointment.
A tech came next day (that's what Day+1 is supposed to be). Guess what? They sent wrong fan again. Hard to believe it's a mistake again. Anyways, the motherboard replacement took place without much trouble. I then waited for the tech to come back with the fan. But the CS is still being what it is :
Just before the tech came for the MB replacement, i called CS just to make sure they know what's going on. The lady said "great, hope all works for you after!" so i thought hell's over. But after the tech did his work and left, having a little issue (now resolved) i called back CS and this time the lady was again like "WAIT" she didn't even know the tech came!
You never know when if they're lying. But i guess they do a lot. After the MB was replaced, i noticed trackpad/touchpad had issues. But that quickly came back. I also noticed the GPU was overheating (temps were already high before). The new fan was making more annoying noise. I just asked them to change it. But no, their super IT decided to change the CPU..
I told them over and over it was the GPU overheating, not CPU. But they insisted; Tech came with new CPU which WASN'T brand new (it's supposed to be). It was refurbished.. Wait, it said "certified reutilized" no idea what that means..? Unfortunatly the issue with ultranav came back and this time stayed dead, the fingerprint was also dead. So the tech came back.. Whilh testing, he did reset the bios, which sets graphics to optimus. I always use discrete only.
That's when we discovered a new issue : the integrated graphic is totally defective, screen flash on/off every 5sec or so and then system freeze..! So in the end, ALL parts they replaced were having much worse trouble then original one! And replacing the CPU for a defective one may be intentional.. Since the warranty end, they may think i'll buy a new one after this one dies.. Sorry but you're wrong!
What the hell Lenovo, you can't even communicate with your collegues..? It's shocking when the IBM tech talk to them, it's like they don't believe what he says. Or don't understand.. Since their level is SO LOW. My warranty now got only 10 days remaining.
I don't know if/when they're going to decide to do something. They now regularly ask me to send back the whole unit to them. No way, i won't do that. Thinkpads are great but warranty is crap, be careful when buying expensive on site extensions.
As you know, parts are guaranteed 3 months after they get changed, even your warranty ends before. But seeing how they act, I'm now very worried, it seems i can only rely to the IBM tech, which unfortunatly have no power/rights here.
I know there are some Lenovo staff here, hope they'd say a word. Even though i'm in Europe, this is global lenovo forum... There is apparently NOT A SINGLE WAY to complain to a higher level in this company.

Answer 1

Julien,
Thanks - we have escalated your case to our regional customer relations team and I have confidence that they will be able to help you bring this regrettable saga to a positive resolution.
I understand your concern on the timing of this.
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
English Community   Deutsche Community   Comunidad en Español   Русскоязычное Сообщество