Open Box Warranty Issues and Poor Lenovo Malaysia Costumer Service

Dear Sir,
My name is Azri. I just bought a new free DOS Lenovo G400S from your authorize dealer in penang on 31th March 2014 around 6pm. Since the unit was a free dos unit, I just brought that laptop home without opening the box for inspection due to the shop will close at 7pm. Upon arriving at my house I unbox the unit to install the OS. On first start, I notice there was an obvious one big death pixel underneath of LENOVO logo. Since it was free dos, I thought it might be the dos issues, so I boot it with linux live CD. After finish booting, I do several test and notice that the dot is really a death pixel. I pack it up and brought back to authorize dealer on 1st of April. Authorize dealer are keen to replace one to one to me as this is open box issues. How ever they need the clearance from lenovo penang for that. I leave that faulty unit with their RMA department and follow up the next day via phone. Upon follow up they inform me that Lenovo penang request the unit to be evaluate at their center. I had to wait for a few days. On friday the authorize dealer call me and inform that the conclusion will be given by lenovo penang by monday. On Monday I went to authorize dealer again to ask for status. Again lenovo penang decline to give statement. Frustrated I called them and after a while they inform me that my claim was rejected due to insufficient number of death pixel. I really frustrated with lenovo service. I never use that unit and the screen already faulty when I open the box.I hope you could resolve my problem as this unit is my costumer unit. This problem had tarnish the image of Lenovo as your unit with QC passed mark actually don't pass the mark.
Below are details of the product with attached information:
Product Model: Lenovo Ideapad G400s
Serial Number: 1S59392001CBxxxxxxxx
Date of purchase: 31th March 2014 at 6.00pm
Date return to reseller: 1 April 2014 at 1.00pm
Lenovo Penang service report number: 252130 (D014-052)
I went to penang service center and explain my situation. They just asked me to call Lenovo Malaysia to get the authorization for them. So I call Lenovo malaysia on every single day since then. After long arguing they only gave me the reference number that is:
SR : 8002963510 **MYR**
Even though I call the Lenovo Malaysia on every single day, they keep on giving excuse and the agent seem don't know or notified about my problem. When i push them harder they rejected my request for LCD replacement by qouting the US site Term and condition.
I got angry and scold them by comparing their service againts other company such HP. After that they escalate my case to their supervisor. Still after almost a month they didnt want to replace the faulty LCD, They keep delaying the answer to replace my faulty LCD. I dont know where to complain anymore. Plese lenovo help me. I was a victim of your poor support and costumer service. How do you dare to put the QC passed sticker on your machine while your machine are faulty.
Please help me lenovo International. This is machine information.
Type & Model:Lenovo Ideapad G400s(59392001)
Serial number:CBxxxxxxxx
Monitor type/SL# (if it is a monitor pbm):-
Problem Details:Blue Dot(Dead Pixel)Center Of The Display
Service Providers Nameith Computer Sdn Bhd
Remarks if anyOA Claim(One to one exchange or LCD replacement)
Machine Information
Serial Number :    Idea CBxxxxxxxx (e.g: Think RX-12345 & Idea EB12345678)
Machine Type :      Idea G400s   (e.g: Think 0829-AB1 & Idea Z450)
Problem Description : Blue Dot(Deal Pixel)Center Of The Display   (e.g: Machine
I Hope you all could replace the unit as soon as possible as i need to send to costumer and costumer already piss off with me. If this thing unresolve, I shall take this case to court for reimbursement.
Thanks in Advance,
Azri
Moderator Note; s/n edited

Also forgot to add, but it cannot be very hard for Lenovo to send me a black/purple hairline cover for the laptop. Surely they can be taken off and put on somewhat easily.

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JasonT wrote:
I reported an issue with the Infinity team that I can not access the internet several times a day and the only solution is to switch off the hub for several minutes and then switch it back on.
After several calls to the helpdesk and not being provided with any information as to the 'fixes' which have been applied I was in a call yesterday for 15 minutes waiting for my call to be escalated as I requested. The call was cut off! I actually got a call back and an apology! I said that I had spent too long on the phone 'waiting' for someone to explain what had been done to date to attempt to resolve my issue but no answers were provided. I was informed that the case had been closed! I questioned why and was informed that someone had spoken to my wife and closed the case. This is incorrect as nobody has spoken to my wife and she would not state the issue had been resolved has it clearly has not!
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I would like someone to take ownership of my issue and provide me with the service I expect from paying for this premium service!
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Hi there,
Firstly, I would advise you to edit out your VOL number from your post for security reasons.
Also, if you follow this link, it will allow you to fill out a "Contact us" form for the mods. Please remember to include all your account details in this and the mods should pick it up and contact you back.
I hope this info helps.

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Hi evrerybody,
I'm addressing you guys at the forums because I couldn't get a proper support from BestBuy customer service. They referred me to GeekSquad. GeekSquad referred me back to BestBuy customer service...
On 23rd of March I ordered an open-box excellent condition 15" macbook pro from BestBuy.com (Open-Box ID: {removed per forum guidelines}).
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Hello azarim,
Purchasing an open box laptop should be a pleasant and exciting experience, especially as they are at a discount price! It is discouraging to find that your experience may have been less than what you would have hoped for from a device marked as in “excellent” condition.
I’m sorry to hear that you’ve had trouble receiving service through us, as well as Apple due to the different purchase dates. I can understand how frustrating and confusing this may be, as you seem to be receiving conflicting information regarding your manufacturer warranty from us and from the manufacturer.
Using the information you registered with the forum, I was sadly unable to locate the purchase of this MacBook Pro under your name. With that said, I am sending you a private message to gather further details surrounding this information. You may check your private messages by signing into the forum, then clicking the envelope icon in the top right corner of the page.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Re: Open-box warranty customer service despair

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I resonantly bought a Fuzzy GME965. Do you know where I can download the latest BIOS? There is nothing on the MSI homepage.
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SFP: ONS-XC-10G-39.7=
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After some investigation:
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I went to the Tropicare, FL Best buy store on 3/2/15 to a Vizio 65' TV that I had seen as an open box item last week on the best buy website. I originally went on Sunday 3/1 to buy this model from the Florida city store but by the time I got there it had been sold and removed from the website. So when I get to the Tropicare, FL store on 3/2 and show the rep the Open-Box ID: 200002100650426. They tell me they cannot find any such listing. I told them to check another Open-Box ID: 200002100650349 for the same item. I figured since they have the item listed twice on the website both as Geek squad certified that there should be 1 available. They could not find that product either. I pulled up the information on my phone to show the rep. He proceeds to tell me they don't use the website to track inventory and that it takes awhile for the website to update. I found this odd since the other stores I went to on Sunday 3/1 when I had gotten to the stores the items were sold and the items were removed from the website. So I had the rep call another store to see if the last TV only my list was available. They told me it was not, so I checked the website and it was gone. I showed the rep this and they blew me off once again stating they don't check inventory via the website. I told him I find it odd that best buy wouldn't track inventory via there website. He proceeds to show me more expensive options. At this point I was tried of running around south Florida trying to find the Vizio model I wanted. I purchased a LG 65' for $799 which was from the weekly ad. But I wanted to know what the policy was regarding open box items, inventory levels, and availability.
I still would like to buy the VIZIO - Open Box - 65" Class (64.5" Diag.) - LED - 1080p - Smart - HDTV - Black Model: D650I-C3 SKU: 1078018 Open-Box ID: 200002100650426 or Open-Box ID: 200002100650349. As of 3/3 the items are still on the best buy website listing them available for purchase. I would like to buy this item and return the LG I bought yesterday since it is the TV I wanted. BUt i'm afraid I'll run into he same situation of them not "finding" either of the items in there store in stock.
Any assistance or clarification would be greatly appreciated.
Thank you,
Omar

Hello Omar,
Finding open-box items in fantastic condition is always an exciting purchase! To find that not only one, but two open-box items listed at the same store weren't available would be quite disappointing. I am truly sorry for any frustration that this may have caused you.
With that said, I was able to locate the open-box items in our system, and they would appear to currently be in stock. However, it seems that these items are reserved to fulfill orders that have already been placed. With that said, the store should be responsible for updating their open-box inventory to correctly reflect open-box items available. As you seemed to experience, these inventories can change instantaneously, so stores should be vigilant with these updates.
I apologize for any disappointment that this may cause you. Please know that I am reaching out to the Tropicaire, FL store to ensure they are updating their open-box inventory appropriately. If you should need any further assistance, please let me know.
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Open Box Warranty Issues and Poor Lenovo Malaysia Costumer Service

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