Poor Technical Support in Turkey

Hello,
I am having a serious problem with iPad I've bought just a week ago. Actually, my main problem is the careless and rude behaviour of both the official Apple technical support and the seller here in Turkey.
I will summarize my problem; here it is: I've bought the iPad and opened the package at home (I didn't open it at the seller's because it was a gift for my boyfriend.) When we opened the package and looked at the iPad, we realized a small plastik piece stucked between the frame and the back metal part. We tried but the plastic piece wouldn't easily picked out, so we took the iPad to the store we bought. Here the problem starts. Firstly, the customer representative was neither willing to replace the item nor send it to the technical support for the decision. She also told us in an extremely rude manner that this was such a tiny problem to deal with (as if we were taking her time.) After we insisted that we didn't want this item with this problem (We had to make a numerous explanations such as our trust in Apple products and the brand itself for more than 10 years; she finally took the item in order to send it to the technival support. Just yesterday, they called us and told that they took the plastic piece out and when we asked what it was, they explained that it was a small piece from the protective layer under the frame of the iPad. When we looked at the iPad closely, we could still see the edges of the plastic piece because it was just cut. We told that we didn't want the item and we requested refund or a replacement with a new one. Unfortunately, they didn't accept it and sent iPad to the Apple store from which we bought. Tomorrow, we are going to the Apple store to object to take back this iPad. If they do not give us a refund or a replacement, we are going to take legal action considering our consumer rights.
Do you think that I have a right to do that?
And also on www.apple.com I couldn't find any email address to report the inconvenient behaviour of the personnel working in the official sellers and technical support team here in Turkey. It's a pity that we experience such problems over a brand whose products we truly trust...
Sincerely,
Ipek Gur

The Apple store we bought the item is:
http://arti.net.tr/v2/
Contact Info:
Kanyon Alışveriş Merkezi
Büyükdere Caddesi No.185
34394 Levent - Istanbul
Telefon : 0 212 353 04 60
Faks : 0 212 353 04 60
www.troyapr.com

Similar Messages

Nokia Poor Technical Support - Beware

I purchased this phone a week ago. I have a POP 3 email account that I connect to. I have 2 emails that I check. I check email on 2 laptops, 1 tablet, 1 phone. I found after a week that the Nokia 928 was deleting the emails from the server and that I could not get those emails once deleted on my other devices. (My 3 year old HTC Droid did not do this) I called Verizon service who sent me to Nokia. Nokia said it was not their problem and sent me to Microsoft. Microsoft said it was not their problem and sent me back to Nokia. I said no, it was a software problem and Nokia said they didn't make the software. I was sent to another phone number in Microsoft that turned out to be "Supplemental Parts" support and the guy said sorry he couldn't help me and DIDN"T know who I should call. Nokia "dropped" the call the first time when being transferred and I had to call back and go through the whole phone tree again. I'm certain the call was dropped by the customer agent because he didn't want to deal with this.
This all took about 45 minutes of ME having to make the calls and get shuttled back and forth. I finally called Verizon back and said I want my old phone back, which they did. I took the 928 back and got a full refund. BTW, the initial Verizon support person opened up the on-line manual, which I already had, and started reading out loud through the email setup section. That really instilled a sense of trust in me.
So, there are three problems here:
The Nokia 928 can't perform a simple years old email setup function
Verizon can't technically support the phone
Verizon is not taking charge of their support and is willing to send customers off to other "vendors". I feel Verizon should have taken this issue, chased it down for me, and gotten back to me with an answer.

Recently I started having the same issues - email being deleted from my e-mail service provider's server by Microsoft phone Lumia 928 & I could not even find the deleted emails under server's trash folder. I do not want my emails deleted by the phone.
I do not see any recommendations to correct this issue. Does that mean I need to delete POP e-mail accounts just to keep my e-mail on the server?? If yes then, the windows phone is not worth owning. To the best of my knowledge this is not an issue created by Nokia.
Currently I found an unefficient way to keep my emails on my email provider's server but then why do I need this phone if it is nothing but a problem? A Sync issue/bug???
It would be great if someone from Verizon and/or Microsoft could clarify this issue.

I don't have time to look through answers other users have posted when i have an issue with your product. that's poor technical support. I downloaded the update and now my "go back one page" button doesn't work. you need to improve your support options.

Are you kidding me that your response is I need to create an account?

Call Apple Customer Relations - 1-800-275-2273. Ask politely & firmly that you want to be transferred to Customer Relations. Tell them exactly what you stated in your post.
GOOD LUCK!
These are user-to-user forums where everyday folk (volunteers) post questions and offer answers (technical support) to each other.

Technical Support in Turkey

I bought my phone 3 months ago from greece and I am in turkey now. I can not find any support here that will repair my phone via guaranty.
My phone problem is that I can not hear caller.Please Help!

Warranty service on the iPhone is provided in the country of purchase only (except for the EU). You will need to go back to Greece for service.
Alternatively, you can search for a 3rd party repair shop in Turkey, but this will void your warranty and you will need to pay.

Poor Technical Support

I am amzed at the poor quality of support that I have recived from the HP support personnel in India. Not only that they were not familiar with subject matter but their total inability to listen to a customer's problem. I was laso shocked at how impolite they were. After having tried to solve my problem for last one week they absloutely refused to escalate my problem to next level of support.
This is no way for HP to do business.

Sorry to hear of the problems with support.I guess I have been fortunate,but I have 99% of the time had good experiences with HP tech support.I maintain our home network of mostly HP machines,plus other family and friends machines so have had a few cases over the years.
I have come to prefer email contact,since it gives a history of communication.I also am normally back in contact with the same person so no need to repeat details.
If you haven't tried it yet,I would suggest email next time.I always receive a reply back within 24 hrs which is preferable to me over holding/transferring on a phone line.And if someone else needs my info they have my original email to pass on.
http://h10025.www1.hp.com/ewfrf/wc/contacthp?lc=en&dlc=en&cc=us
Good luck with your issues.
******Clicking the Thumbs-Up button is a way to say -Thanks!.******
**Click Accept as Solution on a Reply that solves your issue to help others**

Any forum where poor technical support/customer care support can be reported?

I have a 6 month old iMac 21.5 inch bought in Pune, India. It is stuck in the reboot loop and based on suggestion here, I called Apple Care and they had the Authorized Support Provider come home and take it away for repairs.
It has been 15 working days now with no resolution in sight. First they started off by suspecting the logic board, so they ordered and replaced that. It didnt stick. Then it was the power supply, ordered, replaced, did not stick. Then something else, and now its the graphics card.
The problem is that this Support Provider does not stock any parts and orders it from China and thus eats up days.
Apple Customer Care (in Ireland) is of no use either. After promising me of an alternative plan (ie, a replacement iMac), they are back again to making me wait for a few more days?
Questions:
Does any one know how long Apple waits before it decides that the computer is un-fixable?
Is there any forum - contact number, mail address - where I can go and complain about this inordinate delay in repairs?
When I threatened the Support Provider with taking them to the conusmer court, he has promised to let me know by Friday noon if he can repair it or not.
Does any one have an experience with Apple replacing a computer?
I am at my wits end, and am seeking for forums where my concerns can be addressed.
Thanks,

Hello Macpune,
There is a major problem here, one that I, as a user, cannot do more than offer loose guidance.   As you will know, none of us could write on behalf of Apple but as I see it you ...
Bought an Imac (I presume it was sold to you as new despite it's age) from an authorised Apple supplier.    N.B. were the seller to claim it was sold to you as second hand, what would you do?
Bought Applecare protection. perfectly possible with a second hand machine.
And because of this you should be able to obtain the maximum benefits of the Applecare protection.   Which means repair or possible replacement.
At this point you must recognise that Apple may reasonably have doubts about the true background for from pre-June 2011 to today's date puts it outside of its primary warranty. All the same, the serial number of the machine is traceable.   (Do not quote it in any forum posts)
Did you, by the way, actually link up with red menace07 who was in similar difficulties?    If yours is part of a run of problems through the same re-seller Apple may see things differently ... but neither I or anyone here could anticipate what they may do.   It will be interesting to see what happens.
In terms of help, I'm afraid this is the best I can do for you.   Good luck.

Poor Canadian Technical Support for iPhone

Is anyone else receiving horrendous technical support from Rogers for the iPhone G3? My phone died nine days ago (I can hear the caller but they can't hear what I am saying). Went through every tech support suggestion provided by Apple and Rogers. On 2 March they said they were sending a replacement. Still no phone.

hey!
ya i had a strange fade on my screen. i didn't know if it even was a issue and i was afraid of it getting worst, and havin to deal with rogers. i've heard too many rogers horror stories, so i decided i'd take it to a apple store and have then genius bar have a look. once they saw the fade they gave me a new phone on the spot! didn't expect them to do that at all! (and i got my first phone july 12)
when i first called rogers about my problem, they told me to bring it to a store, but they know nothing! i called the store just to varify that i should bring it in and they said that they would do nothing... too bad telus didn't get the iphones!
i'd recommend that you should book a appointment too, well if the replacement doesn't show up soon!
hope this helps!

I need technical support

Hi,
I'm Merve from Istanbul, Turkey. We are an architecture department in Bahcesehir University. We bought an Apple Macbook Pro from Apple Retail Pentagon City USA about 2 years ago on 04.02.2008.
But a month ago, this Macbook Pro's graphic card (or display card, I'm not really sure which one you are using:)start to fail, when we open it, and it was impossible to use any CAD programs, cause the vision was wavy. Then we send the laptop to the authorized service in İstanbul. When we give the laptop to this servise on 29.12.2009, the warranty coverage was not over yet. First they told us that, the problem is in the graphic card, and they can change it without any charge. But then, they call us and told that, 'After we change the graphic card, we realized that the problem is not the graphic card but the monitor itself. It is our of warranty coverage and costs over 500 €.'
We are wondering if this is possible, or does it cause because of user mistake? Should we pay this without any doubt? And is there any way to contact with the main technical support team? Trying to contact them cause there was a situation in the University some time ago, some kind a troubled set of computers were set on the laboratories and the failed, and when they contact with the center that we bought those computers, they changed them all, and send another set of computers.
Appreciate you help.
Merve.

Hi, BIMAS. It's very unlikely that a user error could have caused a wavy display. If the service provider has replaced the MBP's logic board in the belief that a faulty NVidia 8600 GPU on it was the cause of your problem, and doing so didn't solve the problem, then he may be right in thinking the display itself is at fault. There is a third possibility, though: the video cable that leads from the GPU to the display panel my be damaged or faulty. Ask the service provider whether he can test that cable independently of the LCD panel. That may not be possible, because the cable may be considered to be part of the display assembly, which is only replaced as a single unit by Apple authorized service providers. I'm not familiar with your MBP model and I don't know whether that's true of it. If it is, then you will have no practical choice but to pay to have the display replaced. That will undoubtedly cost more than 500 euro.

Aperture Technical Support

I recently purchase a new iMac with Aperture installed. I "Assumed" that by purchasing the Apple Care I would be covered for technical support for Aperture. I find that technical phone support for Aperture stops after 90 days (which, in my case is over). I CAN NOT BELIEVE that they want $199 per technical phone support for a program that cost $199.
I've heard of companies charging $9.95 per call, but $199 per call seems to be outrageous. I have developed a somewhat serious problem. when editing my raw photo's the picture in the viewer goes completely black and the thumbnail foes almost completely white. I have to click on the sliders to restore the picture back to its original. There is no set slider that returns it - it is hit or miss.
So ... two questions
1 - is that right that Apple charges $199 per technical phone call for Aperture support
2 - has anyone else experienced my loss of pictures in the viewer and thumbnails.

Tech support: I did not experience this. I called and they helped me without any problem and after an initial bit of arrogance and condescension were quite helpful. Did not charge me anything.
Black previews: This is a known bug that Apple has ignored for ever and don't want to admit or address. The most popular thread here - after poor performance of the app.
Maybe Apple is struggling to afford to pay someone to fix the code. After all, as it is one of the very few profitable companies right now, they have to pay their execs big bonuses!!!!

BB Poor service support system

I bought Blackberry curve 8520 from Jareer store, Alkhobar, Saudi Arabia. I
unable to setup my personal email id in the phone because there is no option to set
up my email id. As per the catalogue there must be two options. One option
is for Blackberry server and another is for our own personal email id. The second option is not available in my phone. I tried to solve by myself by getting the support from Blasckberry technical support. Sent email, but NO RESPONSE. There is no system to send my complaints. All ready made answers which is not covering my question.
I went to Jareer bookstore to enquire. They said we have to enter in the black=
berry bundle with any service provider like STC or Mobily. Then only we can
get this options. To enter in to their package we have to pay SR 99 per
month. This is not advertised or informed or mentioned anywhere when we puchase the device. This is not fair. I feel like I am cheated. Also I can not get any other alternative email service or settings for Jawalnet from STC because Blackberry is not even listed in STC recoganized device list.
Now to get email and other internet service either I should enter into the blackberry bundle which will cost SR 99 /month which is very expensive for me or else I should buy another mobile. For other company mobiles no need of any fixed package requirements. We can get the Internet service from the carrier on per usage chargable basis.
So, I am totally DISAPPOINTED of purchasing a Blackberry phone. No support, No service backup. No transperancy. This is my experience.
Is there any solution ???

Greetings, and welcome to the BlackBerry.com Support Forums.
It appears to me that you received perfectly correct techinical support, advising you to ge the BlackBerry Data plan on your mobile provider account.
The fact that you don't like that answer, does not mean that is poor or not helpful.
The need for a BlackBerry Data Plan on your device is mentioned quite frequently, at least on this website and carrier websites that I see. Perhpas you did not do your research thoroughly enough.
Anyway, now you know your answer. Good luck.
1. If any post helps you please click the below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
3. Install free BlackBerry Protect today for backups of contacts and data.
4. Guide to Unlocking your BlackBerry & Unlock Codes
Join our BBM Channels (Beta)
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Is there any way to contact verizon with a detailed cell phone technical support question?

Is there any way to contact Verizon with a detailed cell phone technical support question? I prefer e-mail so as to provide details (like I am trying to provide here). I have tried in-store personnel (no help at all) and the web chat - they just want to see me more data instead of helping me with my basic problem!
I CAN NOT GET ANYONE FROM VERIZON TO GIVE ME ANY HELP NOR CAN I FIND A WAY TO FILE A COMPLAINT. AT THIS POINT I JUST WANT TO DROP MY VERIZON ACCOUNT BUT I'M SURE THAT IT WILL COST ME A SMALL FORTUNE TO GET OUT OF IT.
Here is my issue:
Chat transcript removed as required by the Verizon Wireless Terms of Service
BELOW IS A SCREEN COPY FROM REDDIT ABOUT SOMEONE WITH THE SAME PROBLEM WITH A VERIZON CELL PHONE
So last night my RAZR MAXX HD did something totally bewildering by spontaneously downloading 2.6 GB of data over the course of ~ 3 hours. Fortunately I was able to catch this problem before it ended up being really expensive, but I still exceeded my 2 GB data plan by 600MB.
The Culprits:
Reddit News Free: 160 MB foreground / 0.96 GB background
Android OS: 0 MB foreground / 1.18 GB background
Several unnamed applications: ~ 350 MB
Screenshots:
The massive data spike
Android OS data usage
Reddit News Free data usage
Weird unnamed processes
Detailed timeline:
5:12 PM: Incident begins according to VZW data usage website (2.60410 GB used). This is around the last time that I used my phone at the laundromat before getting dinner and watching Game of Thrones.
8:04 PM: 50% of data allowance used (txt msg)
8:31 PM: 75% of data allowance used (txt msg)
8:58 PM: 90% of data allowance used (txt msg)
9:13 PM: 100% of data allowance used (txt msg)
10:05 PM: Got the text messages and immediately put the phone into airplane mode
10:30 PM: Took screenshots
10:45 PM: Enabled wifi, installed Kaspersky premium. Scan returned no threats.
11:00 PM: Left phone in airplane mode, went to sleep.
The questions:
What was the root cause of this issue? Did Reddit News freak out as a result of an esoteric bug or was my phone hacked?
If this was a simple Reddit News bug, then why was the Android OS also trying to use such a massive amount of background data?
What the hell are these unnamed numeric applications? I've inspected my process history and this is the first time they have ever attempted to use data.
I'm pretty sure that I can explain this situation to Verizon and get out of having to pay additional data usage fees, but I would like to know more about the problem before I get in touch with them.
all 13 comments
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[–]omgmrjmako/PA, deb/Carbon 3 points 1 year ago*
All I can think is your phone may have background downloaded an OTA update, and you'd then be prompted with something like, "As update to your Android system has been downloaded, would you like to install it now?"
I do find it very odd that the update would be 2.6GB. As a rough base, the CyanogenMod 10.1 firmware for your device is well under 200MB, so unless Verizon has a ****-ton of bloatware in the update, or it had to attempt to download multiple times for some reason, it may be a stretch.
But doing a little homework, it looks like the Verizon Razr Maxx was updated to 4.1 in late March. Maybe they're still rolling it out in waves? Have you gotten the update yet?
Edit: Aaaand I just noticed you appear to be running an AOSP-based ROM, which totally rules out a carrier update being sent out.
Edit2: If you want to live dangerously, you could try running:
#kill -9 12289
That 12289 is the PID listed in your screenshot. But don't run that without fulling understanding the kill command.
The ps command could also be of use, but probably not.
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[–]lechnito[S] 2 points 1 year ago
I can confirm that the phone is currently at 4.1.2 and that I wasn't prompted for an OTA update.The fact that both the Android OS and Reddit News processes were simultaneously using an extremely large amount of data is unlikely to be a coincidence...
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[–]omgmrjmako/PA, deb/Carbon 3 points 1 year ago
That is very curious that the spikes happened at the same time.I'm curious. It may have put at least some of that 2.6GB somewhere. You could use a data visualizer tool to see if you can find it, which may lead to more clues.
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[–]lechnito[S] 2 points 1 year ago
The largest directories are:
DCIM: Normal looking photos (90,825 KB)
Android: Primarily map cache data (64,846 KB)
If it was downloading content then it did not significantly save content to storage. It's not like I have anything particularly sensitive on the phone, but the idea that it was uploading a snapshot of my data definitely makes me uncomfortable.
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[–]omgmrjmako/PA, deb/Carbon 2 points 1 year ago
Yup, Digital Camera IMages and videos.Somewhere in /sdcard/Android would be my guess as to where a mysterious file would be downloaded, but if it's only 64MB, and mostly map data, I'd safely rule it out.I'm sorry, but I'm stumped here.Edit: I should mention I don't think this is malware, because unless a malicious app gained superuser access, any data it used would show under it's own apk in the data usage list, not Android OS.
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[–]mistrbrownstone 0 points 1 year ago
DCIM: Normal looking photos (90,825 KB)
Was it trying to auto-upload pictures or video to G+?I ******* hate that.
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[–]lechnito[S] 1 point 1 year ago
Although I'm not really up to speed with the Android platform, I come from a UNIX background so I feel comfortable running commands. How do I pull up a bash terminal? Do I need to root the phone first?
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[–]omgmrjmako/PA, deb/Carbon 2 points 1 year ago
There's a number of terminal emulators in the Play Store that work well. You don't need a rooted phone to get to the shell as your user, but any privileged command won't execute unless you can grant it permission from the Superuser app that is installed when you root the device. So you could probably do a ps -e, but not a kill -9.
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[–]lechnito[S] 1 point 1 year ago
Got it. I downloaded a terminal emulator but unfortunately those processes no longer exist.Does Android keep a generic log of system level events like /var/log/syslog?
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[–]omgmrjmako/PA, deb/Carbon 2 points 1 year ago
I don't think so, and I know you'd need superuser permission to read most of the files in /var/log anyway. I'm not super familiar with how Android does its logging, but I do know that the two files of interest are the logcat and dmesg.
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[–]sh0nuff 1 point 1 year ago
Want to mention here that using your settings to set your data cap (set it on your billing day), then you won't go over again.Those text messages are really unhelpful, as they send out well after the data has been used. Chances are good you hit close to the 2GB mark before you received the bulk of the messages.
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[–]kindofabuzz -4 points 1 year ago
Quit installing pirated apps.
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[–]lechnito[S] 1 point 1 year ago
That's definitely not the case here; both my PC and and Android phone are free from pirated apps.

You used the data. Verizon can not see what it was sued for. However your phone can see whats apps used the data. go to settings-data usage- there will be a place that says data usage cycle. line the dates up with your cycle. then there will be a bar graph below that extend bother white bars one all the way to the left and one all the way to the right. after those are extended below that will be a list of apps, there should be one that used over 2 gb and that will show you what app used that data in her purse

TS1538 Hi technical support Team of Apple I am sorry but this time I am very disappointed with IPhone and IOS 7.1, actually I have IPhone 5,5S both and I was trying to Restore my Phone for sell Because I want to by IPhone 64 Gold but unfortunately

Hi technical support Team of Apple I am sorry but this time I am very disappointed with IPhone and IOS 7.1, actually I have IPhone 5,5S both and I was trying to Restore my Phone for sell Because I want to by IPhone 64 Gold but unfortunately    both phone stuck on recovery mode with error 1, and 3
I got Error 3 on IPhone 5 and error 1 In IPhone 5s , I did lot of try as I can my level best , like Update iTunes, stop all security, change cable even change computer format my laptop and install everything fresh in window   I did try to with Mac of my friend,
Change Internet connections try with DFU mode, Make DFU file Also with redsnow   everything I did
Whatever on internet information like go to cmd and run as administrator to make change hosts file
Like ipconfig/flushdns everything everything what I can…. but I dint get good results and good information about this error
Somebody told me this is hardware problem, I make change my battery and charging connector too.
I don’t know what to do next.. because I don’t leave any experiment on my stuck phone..
Note : one is big issue that apple support team is also and giving good answer
I am in Saudi Arabia so I don’t have any nearest store of Apple.. even Saudi Is Big Consumer of IPhone
Its Really Bad its big Loss of Money I can’t afford more , Now will not Buy Any IPhone in future if I don’t get solution..
Thank You..

What the **** is this taht you will not provide any service due to just a bit jailbreak..
we are not much tecnical person.. and mostly consumer dont have good idea about Jailbreak. make your device much better secure from hacker and jailbreak please we cant afford much money please give me any solution i ll not do jailbreak again please

Hi, anyone know how to make a complaint without going through technical support or speaking to a senior sales advisor as i have an ongoing issue since February and still I am unable to get it resolved

I recently got a replacement iPhone 4s due to a fault occuring with the phone and the replacement 4s that I received is turning off serveral times throughout the day by itself, I have been speaking to customer relations and technical support since the start of February in relation to my complaint and I seem to be getting a major runaround and still hae not had my issue resolved, is there anwhere else or even an email I can send my complaint to without going through those departments as I find the staff to be very unhelpful and also rude and aparently there are not managers working in Ireland at all only in the US, as I was told by a senior advisor yesterday

For EUROEAN customers only, here is the e-mail address where to send the complaint, : [email protected]
and also here is their EUROPEAN Customer Care centre postal address:
Apple Customer Care HOLLYHILL Industrial Estate, HOLLYHILL, CORK, Republic of Ireland.

How to address poor customer support

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.

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
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество

T500 Problems and experiences with Lenovo's technical support / EZServ

After some issues and numerous calls to Lenovo's Technical Support, I just thought I would share my experiences here.
First off, I currently own a ThinkPad T500, which was designed to be a replacement for my older ASUS laptop.
While the ASUS laptop is still running okay, I have had a hard time trying to get the company to properly warranty the laptop. (they would make falsified claims that nothing is wrong with the laptop, so that they would not have to replace any parts - and when they do replace parts, they would simply create another problem and totally ignore the described problem.) The experiences were so stressful and disgusting such that I am sick of arguing with the company any further. My decision on the ThinkPad was based on that IBM/Lenovo is designed to serve business class customers and theoretically should have "business-class support". For this very reason, I have added the best warranty service they was offered to me at the time (3yr onsite + accidental). I am just guessing at that time I just wanted to get away from small companies and go to a company that would back their customers' laptops.
As soon as I got my hands on a T500, however, I have noticed that something is wrong with the card reader. Apparently the reader on the machine would not read SDHC cards (it does read SD cards, however.) This is a problem because I only use SDHC cards and the machine was not able to read any of them. As the card reader controller is manufactured by the same manufacturer (Ricoh) and my older ASUS laptop was able to read SDHC cards, I thought something odd was going on with my machine. This was also based on the evidence that other T500 owners were able to read SDHC just fine.
In addition to the card reader, I was also having troubles in which the machine would freeze whenever Nero Burning ROM (a CD/DVD authoring software) is used.
My first support call to Lenovo was not that pleasant, given that I was placed on hold for 20 minutes when the rep was looking up specs for SHDC compatibility. The rep also said that they would not troubleshoot 3rd party software and would not help me on the issue. I was also told that I should also call back during "regular business hours (apparently until 5pm EST, or 2pm PST (my time)" (despite that the technical support hotline is open 24/7) so that a supervisor can handle my case. This makes it very difficult for me to get to someone with any authority as I am usually busy throughout the day until late afternoons (~4pm PST -> 7pm EST).
Nevertheless, my second call to Lenovo was much more pleasant. The rep handled my case in a timely fashion and promptly provided replacement parts indicated by my problem. (Onsite motherboard replacement for the card reader, and a separate shipment for the DVD-RW drive). Turns out that the motherboard replacement did fix the SDHC issue, although the freezing problem was not caused by hardware failures, but rather a faulty driver that was corrected after Lenovo released an update months later on the Intel SATA controller drivers.
Five months later, after having to use a broadband WWAN card for my work, I also started to notice there is something wrong with the broadband WWAN card. The card used is the Ericsson F3507g card (or the AT&T broadband WWAN option). Not only would the connection be very flaky, it would also drop connections fairly frequently. It seems that a SIM card pull to another card would result in a perfect connection and ever since I have been using an addon card instead to use the Internet. When I confronted Lemovo with the problem, the experience was worse than the first one. I have made at least six service calls to Lenovo and everytime the reps will waste my time with basic troubleshooting which I told them repeatedly that I have already done (I have even reinstalled the OS but it seems that it does not matter to the reps). Here are some things that are repeated over and over:
1) Can you uninstall the Power Manager Driver and the Wireless WAN drivers and reinstall them?
2) Can you go on to our website and download the WWAN drivers (document ID: MIGR-70000 - I even remembered this number since it was repeated so many times) - and the Power Manager Driver and reinstall it?
3) Can you go to Device Manager (the rep would go step by step to it even though I told him I already know how to get there), and see if there are any "bangs" (exclamation marks) on any of the devices?
4) Since you were able to connect to the AT&T network, then from the hardware standpoint there is nothing wrong with your card. This indicates there is a software configuration or a driver problem. (I have been trying to acquire the latest drivers but what I have was already the latest)
5) Since your card could connect to the network, you should contact your provider for help. (AT&T blames it on the card)
6) I'm sorry but there is nothing I can do to help you. You should contact your provider about the card (despite that I acquired the card from Lenovo and not from them)
7) Are you sure that your card is activated properly? It doesn't show in our systems that the card has been activated properly. You will need to call both AT&T and the Lenovo activation hotline (whatever this is) to have your card work properly. (I have never heard of this before)
Despite telling these reps I have an addon card that works perfectly and that I have done all the basic troubleshooting already, none of them are really willing to give me a replacement card. They would either request that I send my computer back to the depot (which I do not want to do since I use this laptop everyday and that's why I have onsite warranty), fail to help me, or transfer me to someone else that makes me do all the troubleshooting all over again. (Every call I made to Lenovo can be said to be composed of at least 20 minutes of basic troubleshootings with the end result of not being able to help)
After having the case escalated to a team leader, I was told that someone would give me a call within a few hours since their team leader is with another customer. Result? No callbacks. Not within a day, nor two.
Called Lenovo again, they apologized, but samething happened - supervisor on the line - promised another callback by a supervisor - but nothing, nada!
Called Lenovo a third time - was again told the same thing, but I am not falling for that anymore - the rep finally agreed to give me a replacement, as well as as to send out a technician that would fix the LCD cover that is starting to get loose on one side.
At that time, I was so frustrated and this reminds me of the pain I have went through with my old ASUS laptop and their grumpy customer service. It just seems to me that it has to be that difficult to have anything resolved or fixed. (What is especially frustrating is that the basic reps do not have any authority to make any decisions, 90% of the time I will need to be transferred to a supervisor of some sort before my case can be handled successfully - which is hard at times given that I only have until 2pm PST to call them)
Received replacement, but did not fix issue. I have noticed that the GPS (which was part of the WWAN card) also has problems getting adequate signals for a 3D Fix. I have once again called Lenovo, this time raising the concerns with the GPS and seeking for help. Along with the basic troubleshooting, here is what Lenovo has to say about the GPS issue which frustrates me even more:
1) uh, G..P..S? what GPS? (most reps I call say this, shows me that they either don't know what a GPS is or know that there is a dedicated GPS builtin on the Ericsson module. Perhaps they don't even know that ThinkVantage GPS existed)
2) You will need to have active service in order to use GPS (I do have active service, but nevertheless that statement is false since a 3D fix can be successfully acquired with a dummy card - I guess the rep has no idea what he/she was talking about)
3) That's a software issue - you need to call AT&T and tell them about the problem (Again, I guess the rep has no idea that the GPS is not linked to AT&T's networks - there is a dedicated GPS on the card that allows the ThinkVantage GPS tool to acquire proper GPS signals) (Also, why would AT&T troubleshoot a tool that Lenovo made called ThinkVantage GPS? - I don't get it)
4) You need to uninstall, and then reinstall the Power Manager driver and also the latest WWAN drivers. (I did that, did not work - I have told them I even reinstalled the OS from scratch)
5) You need to go uninstall, and then reinstall the Wireless LAN drivers (although I am talking about wireless WAN, not LAN)
6) There are two wireless adapters in your laptop? Are you sure about this?
7) LAN, or WAN? What are you referring to? (I guess some reps are not aware what WWAN means)
After dealing with the numerous reps that have no idea what I was talking about, I have decided that I would just take the machine into depot, which would give me a chance to explain the other issues I have with the machine as well.
Here are some of the issues I am having with my T500 right now (please comment if you have the same issues or perhaps have a possible solution/workaround for it)
1. The left side of the LCD cover has a pressure point, which causes the cover to dislodge from the rest of the panel slightly when pressure is applied from the back side of the cover. (Could be caused by closing the lid, for example) - IBM technician applied some adhesive to the inside, which helped it from dislodging, although the left side is still a little filmsy compared to the right.
2. This error randomly pops up at infrequent intervals: "Display driver igfx stopped responding and has successfully recovered."
The latest GFX driver is installed and all updates have been installed. OS has been reinstalled but problems still occurs infrequently.
3. This error also pops up at infrequent intervals: "Active protection is not functioning as system detected the abnormal sensor status. To diagnose the sensor device, run PC DOCTOR DOS - HDD Active Protection Test and if it still shows, contact Help and Service for repair." The only problem is, my laptop only came installed with PC Doctor 5 for Windows and when I run it"
I ran a sensor check in DOS using the diagnostic CD and the sensor checked out okay. This error seems to happen mostly after I changed a setting in the Active Protection System software. (ex. changing the suspend time, etc)
4. By default, the internal microphone does not work. In order for the internal microphone to work, the Advanced multi-stream mode must be enabled in the SmartAudio control panel. If both redirection options are enabled, the internal microphones and the speakers would then work normally. However, the hotkey controls on the ThinkPad would not control the right device when headphones are plugged in (since headphones are classified as its own device when the Advanced stream mode is enabled) - Mute and volume controls thus only controls the internal speakers' volume, and have no control whatsoever when headphones are plugged in.
5. The brightness on the T500 is rather dim. I am not sure if that's how the monitor is, but I can hardly see anything unless the display brightness is close to the max setting. I have the 1680x1050 matte screen.
6. The WWAN card does not make a stable connection to the network and ThinkVantage GPS does not acquire a 3D Fix even when under direct sky for >20 minutes. What is interesting though is that if I turn off the monitor screen (Fn+F3) or close to lid, the WWAN connection will be very stable and GPS will function normally (acquire fix usually within 2-3 minutes). If the monitor/screen is turned back on after a GPS Fix is acquied, the signals will quickly deteriorate and the updates will either become delayed/inaccurate or a fix will be lost. The brighter the screen, the harder it is to get a fix or a stable connection. (At the max setting it is almost impossible to get a fix while at the lowest brightness a very weak fix can be acquired - this is the case even many sattelites have been detected) Perhaps something with power consumption? Or the LCD drawing too much power?
7. Although it does not happen very frequently, pressing Fn+F3 to turn off the display might cause the LCD to flicker on and off non-stop.
8. This used to happen more with the older version of the Lenovo Fingerprint Software - but sometimes the software tends to get stuck at the welcome screen after returning from sleep/suspend/standby mode. The screen will remain at Please Wait forever and a hard restart will be required to get back into Windows.
9. At frequent intervals the sound from the internal speakers would stop working and only the headphones would work. The sound might, however, come back if I leave the headphones plugged in long enough and unplug them. Restarting the Windows Audio service will temporarily restore audio but the same issue tends to happen again soon after that. Driver issue? (I am not sure if it's relevant, but I tend to put my computer to sleep instead of shutting it down)
I have explained all of these issues on a piece of paper that I have included in my shipment to Flextronics. I have also included in big letters to make sure that they do not send the laptop to the address where they originally sent the "box" to. This is because I am only at that address a few days during the year and I don't plan to be there most days during the year.
On the first day, it seemed that the status changed from "Machine being repaired" to "Hold for customer information".
Apparently I missed a call from a number with an area code of 901 (which is Memphis, TN - I assume this is Lenovo's support center, since this is where the package was sent to). No messages were left on the voicemail. Called the number back, but was however told that I dialed the wrong number and no one has ever called me on this number (the lady on the phone was quite rude too) I then called the 800 EZServ number instead, turns out that they wanted one of my passwords which I gave them.
The evening after I saw that the machine was successfully repaired and that it is being shipped back to me. However, no tracking number was provided. (There still isn't a tracking number on the EZServ status page)
Hoping that my machine was repaired in good condition, I took a day off so I would be able to wait for UPS to deliver my laptop.
Such that I have something to work with, I called the EZServ # and see if they had a tracking number for my shipment. At the same time, I asked what components were replaced and/or what components were installed to the system. To my surprise, they reimaged the whole system and I was not even informed about this at all! (I do understand I checked the Yes box in the problem description page, but I felt that it was important that the repair center let their customers know before their data will be destroyed - luckily I imaged my laptop right before I shipped it out so I have a copy of my data) In addition, it also seemed that they did not read any of the pages I enclosed in the shipment since nothing about the WWAN card was ever mentioned, despite special emphasis placed on this when I called Lenovo to have my computer sent back. It seemed that the rep only recorded one of the problems I listed above, which was unsatisfactory.
The repair process was disappointing, as I have included in my problem description that I have previously tried reinstalling the whole OS from scratch and the problems did not go away. Reimaging the system will also probably have no effect on the problems I have described in the problem description.
What is more surprising to me though was that they totally skipped the notation I put on to have the notebook shipped to an alternate address relative to the box address. To make this impossible to miss, I miss drew a big * and circled it many times so that anyone would see it if they were reading the sheet. I found out shortly after checking on the UPS website that the city the package was being shipped to was that of the wrong address, and not the city of that of the alternate address. I was horrified after knowing that the package would not arrive today but yet I still took a day off work. (How disappointing?!)
Again and again, I called EZServ to see if I can have the package intercepted so it can be delivered to the right address. An intercept was placed on the package, although I received a call 30 minutes later from UPS saying that the intercept failed since the package has already been delivered. UPS also told me there is no way the people living there can simply return it and continue on with the intercept. Not happy with what I am hearing, I called EZServ and see if they can set up a pickup request to have the package delivered to my address. The first rep hanged up on me shortly she answered. The second rep called UPS, placed me on hold for more than 20 minutes, then hanged up on me. The third rep called UPS, and told me that they have esculated the case and that "UPS will handle everything", whatever that means. (she refused to disclose any more details). She told me that I would be receiving a call from her shortly on the details on the upcomings and promised that I would be receiving my laptop back. As with Lenovo, I didn't receive any callbacks. I called EZServ once more, and all they would say is tell me to wait. Sick and tired of waiting and calling and not getting anywhere, I drove 100 miles to where they shipped my laptop and picked it up there. I just don't know whether to trust the EZServ people anymore....
As far as the laptop goes, I didn't have time to open the box or to test it yet. But I will let you all know once I have taken a look at the results.
While the past experiences have been painful, I haven't lost all hope in Lenovo yet - although I really think that the customer service can really improve on certain levels.
Please give me advices on what to do next!
Thanks for reading this!
Message Edited by swg0101 on 04-04-2009 11:02 AM

Swg0101
Thanks for sharing your details - it seems like we should focus on recovery of your system at this point.
I've sent you a PM - I'll look for your private message response with your contact information and case details so we can look into this and get you some help.
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

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