Re: Lenovo UK complaint
I've ban told to email complaints to [email protected] hope u get a reply as I've not had any luck with this company and I'm still chasing my tablet that was sent for repair 2 months ago. I will never again buy a Lenovo product and I've advised my friends and family the same as the customer service is atrocious!
You typed the adress wrong, the correct adress in is: [email protected]
Jonas
Microsoft MVP: Windows Consumer Expert
Yoga Tablet 2 10 || ThinkPad X1 Carbon (20A7007MPH) || ThinkPad Helix (3698-6EU) || IdeaCentre B540
Twitter: @jonashendrickx
Similar Messages
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We had purchased one Lenovo laptop (Model :Yoga 13)(serial Number: EBxxxxxxxx ) from M/s.Nirvana Computers, Calicut on 3rd March 2014. On July 23th 2014, we found that the LCD panel was having complaint and we called up the toll free customer care, talked with an executive, send a snapshot of the LCD panel as per their demand , and they came to a conclusion that the panel is faulty. An SO number 7006209673 was created and given to us . On 20/8/2014, a service person came from HCL systems inspected the notebook and took the same to the office. On 27/8/2014, we got another SO No: 7006279294, and we got a series of mails mentioning that the spare will reach in 8th sept. On 13th September we got another mail saying that SO: 7006319554 has been created and on 15th September another mail saying that spare will be reaching by 23rd September. This was the last mail we got , and nothing happened till now. We have been frequently calling your service part M/s.HCL systems, Cochin, and one day we got a reply that the Notebook has been send to Bangalore for further rectification.
We bought the specific notebook, as we thought it will be the best for our senior officials who mostly travels and busy with the client meetings. Now for the past 3 months , the notebook is at the service centre, and nobody is in a position to speak to the customer regarding the current status of the same.
Admin edit; serial number edited to prevent possible abuseraxan,
Sorry to hear about your repair delays - thanks for sharing them.
We can certainly try to arrange some asistance for you. Would you send me a private message with your contact information - name, phone, the system tyep and serial number and any of the service case numbers you may have?
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 -
Hi,
I'm not entirely sure if this is the correct place to be posting about this but can I get help regarding a warranty claim.
I've sent in my laptop to the service centre about a month ago, precisely on the 16 of August due to some problems with the laptop. At that point where I handed over my laptop I was told that they would inform me regarding the diagnosis of the problem as well as an estimation of the period which the laptop would take to be fixed.
But as a matter of fact I was never contacted after two weeks which then I tried to contact the service centre where my call only went through after about 30 to 40 times? Even then they didn't inform me regarding the problem while only mentioning parts to fix the laptop has been ordered and waiting to be fixed by the technicians.
Today I've already tried to call the service centre multiple times with no one answering but during one of the calls my call was accepted and immediately cut. Can I know whether do you guys have a standards regarding your service centre operations for them to be doing something like this or is it that you guys just don't give a **bleep** once a sale been made? Pardon my language because I thought with the amount of support and recommendation that I've seen Lenovo has been receiving, I expected better service or at least a professional level service from a Lenovo service centre branch.
What I would like to know now is where I can direct my complaint and/or possibly get this matter resolved?raxan,
Sorry to hear about your repair delays - thanks for sharing them.
We can certainly try to arrange some asistance for you. Would you send me a private message with your contact information - name, phone, the system tyep and serial number and any of the service case numbers you may have?
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 -
RETRACTING MY SUPPORT for Lenovo (Repair Complaint)
Based on its warranty repairs service, Lenovo offers incompetent customer service and I will make sure all those around me avoid the company in the future.
I bought my Yoga 2 13 recently, and the touchpad was defective upon opening. I could not even see the cursor flickering on the screen. After confirming that this was not a software issue and most definitely a hardware defect, I got the service request processed and shipped the laptop off via FedEx to Texas shortly. I had heard about the subpar service people experience with the depot. I even considered using my computer with an external USB mouse for the remainder of its life. But why am I getting a not totally functional "new" unit when I paid good money for it?
FedEx shipping is great. No complaints there. I was promised 2-day shipping, and it was delievered within the time frame. THIS is what a good business does.
LENOVO, on the other hand, processed my repair only to come up with a "Your PC is currently on hold due to a service parts shortage." Parts ETA in Sept.! Lenovo will hold my computer for another 2-3 months while I've only had it for less than 2 days. At this point, I paid for a product that is still more Lenovo's possession than it is mine. If this is how Lenovo does business, then I don't want it. Since you want your product so much, take it. Give me back my money. I'll take it to a company that actually earns it.
For those of you who have successfully escalated your case to get a refund, please share what you did. I want a full refund. None of that whatever% restocking fee. Why don't you restock my time wasted on dealing with this? If Lenovo cannot uphold such an exchange for a product still a month into warranty, then I want the laptop back on my doorstep in the next 2 days so I can obtain a fair tradeback with the reseller. I refuse to believe that it takes 3 months for a company specializing in computers to get computer parts. Either the same parts are scarce because of repeat defects or the repair department is still struggling with keeping inventory. Both reflect poorly on post-sales. This is unacceptable.
I look forward to hearing from the community. If Lenovo doesn't resolve this soon, then I look forward to resolving it through other legal means.If I'm not mistaken, it appears bgriffin2 has taken the necessary steps to escalate my case. Now I'm awaiting confirmation and response from someone able to authorize a refund/resolution.
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Hi,
I waited forever to get Solid State Drivie option on T400, then ordered it and picked it up at the UPS office in Watertown MA amidst a heavy snow storm after 2 trips. I come home and try to boot it up and find that 128G SSD (worth over $700 on a $2200 laptop) is missing from the system. You shipped to me without the harddrive. It is incredible, looks like there no fundamental basic quality checks on products before shipping them out.
I called yout customer support and was transferred to and fro several times before they finally told me it is a sales issue and sales is open only 5 days a week between 9 AM and 5 PM.
Please help me get a quick resolution on this issue.
My Lenovo Laptop type: 2764
Serial Number: xx-xxxxx 08/12
Dist. Ref. No.: 3354875389
Plant Order# 335182076
Thanks & Regards,
Nat
Message Edited by nonny on 12-22-2008 11:15 PMpadmage wrote:
You shipped to me without the harddrive.
Welcome to the forum - I'm sorry you're having a problem. I removed the serial number from your message for your protection.
How did you determine that the HDD was actually missing? Did you open the bay to see if it was there but needed to be reseated?
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество
Jane
2015 X1 Carbon, ThinkPad Slate, T410s, X301, X200 Tablet, T60p, HP TouchPad, iPad Air 2, iPhone 5S, IdeaTab A2107A, Yoga Tablet, Yoga 3 Pro
I am not a Lenovo Employee.
I AM one of those crazy ThinkPad zealots!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! -
S440 and S540 Hinge Mount Failures - Not in warranty after 1 year
My first experience with Lenovo is very bad.
After 1 year, my Thinkpad S540 seems to have hinge problems. I have 3 years warranty.
I contacted italian support and they said it is not a defect recognized on this model.
So I said: If lenovo builds only one notebook with a defect, this is not taken into consideration? Warran I think it's really disrespectful to their customers.
My company is a retailer of computer services and I think that we will not more offer Lenovo to our customer.
3/9/15 EDIT: Added S440 posts to the discussion. Amy_LenovoI'm still trying to figure this out with Lenovo.
Now you are allready the third person with same problem!
At this point they really must admit It is their design flaw.
First I complied to the Finnish service company (PCHELP). They kindly made a customer complain to Lenovo for me.
Here is the email I received from Lenovo EMEA Complaint Management:
"Dear Mr. Pajunen,
Your formal complaint has been escalated to our team for a resolution.
I have been investigating the background of your case and I have received the information regarding your unit from our technical support team a while ago.
I regret to inform you, that the CID (customer induced damaged) was confirmed by depot engineers.
The machine was assembled properly, so the damage could not be caused by the quality issue.
The analysis output is, that this damage was caused by usage in a way exceeding the design assumptions.
Machine still can be fixed, but only on your costs as a billable repair.
You can always find the warranty terms and conditions here for your reference:
http://support.lenovo.com/en_US/guides-and-manuals/detail.page?DocID=UM008281
I hope you find this explanation helpful.
Thank you for understanding and cooperation.
Kind regards,
Marek Krajca"
Funniest part was this: "The machine was assembled properly, so the damage could not be caused by the quality issue."
And I replied:
"Well, I can not agree with your depot engineers.
The first time the computer was in service (same problem, within the warranty), the depot engineers informed me the problem was the adhesive attachment inside the hinge and cover of screen that had failed to keep all the pieces together.
Now your people are telling me that I have caused the damage!
If some issue comes up more than once, I would say it definitely is a design flaw.
Here is THE SAME ISSUE:
https://forums.lenovo.com/t5/S-Series-ThinkPads-ThinkPad-Yoga/S540-Hinge-not-in-warranty-after-1-year/m-p/2015855/highlight/true#M8929
It doesn't mean much that: "The machine was assembled properly, so the damage could not be caused by the quality issue.", if the design of the machine is impermanent, it is solely a quality issue in my opinion.
My assumption for the design of a laptop includes opening and closing the lid in normal manner for several years, not half a year at a time!
As there clearly is a flaw in the design of the computer, the company MUST admit it if they are going to be in business for longer period of time.
These so called depot engineers need to explain me how I have exeeded the desing assumptions, and prove it.
This hinge failed the second time allready, as only thing I did was opening the lid!
Do they think I am so stupid I cannot properly open a laptop?
If that is too much to achieve from Lenovo, in +1000 euro computer, I'm just greatly disappointed.
I've used many IBM's ThinkPad's and they have worked for years without any hinge problems!
If Lenovo can't admit their mistakes in the design, I will definitely not be recommending Lenovo product for anybody.
If they do, I would love to recommend Lenovo as their customer support is awesome.
Kind regards from Finland"
So they ask me in the service company to either pay:
550€ for the LCD assembly
70€ for the LCD Cover
OR
175€ for estimation! (how long did the worker really look at this damage? 5 minutes?)
2x 33€ for transportation
(24% TAX NOT INCLUDED in anything in a very 'murican manner)
So most likely I just order my computer back, and try to fix the hinge myself.
This situation is totally absurd, I feel ripped off by Lenovo.
We buy a +1000€ computer from them, and what do we get?
Thank you for coming forward with this issue. -
Complaint to Lenovo main company!
To: Lenevo Quality AssuranceFrom: Customer (Bahrain - ME) Subject: Complaint on Lenovo's Dealer in Bahrain [ Ensure shop ]. I have faced a very disappointing experience with lenovo dealer in Bahrain [ Ensure shop ] when I faced few problems with my 9 months Z40 tablet. The problem in the tablet was few pixels errors and a mouse pad that gets crazy sometimes. I have informed the dealer [ Ensure shop ] not to format the laptop or do a major change without a permission from me as my laptop include many important data related to my education. However, after recieving an SMS stating that my tablet is ready to be collected. I went to the shop to find out that the dealer [ Ensure shop ] did not fix the screen pixels, and all what they have done is changing the internal hard disk that include my data. I resubmitted the tablet to the agent in order to fix the screen, and again when I went to recieve the laptop the second time, I have found out that there is still 1 pixels not been fixed yet ! Beside all these inefficiencies from a dealer [ Ensure shop ] for a company like lenovo, the dealer rejected to provide me with both the hard disks, so I can transfer the information from the old hard disk to the new one, and in order to get the old one for few days, I have to pay over 100$ ! I told the dealer [ Ensure shop ] to transfer for me the information from the old hard disk to the new one by their self so I dont have to pay the 100$ insurance, but they rejected and asked me to pay fees for transferring the data. So, now, I did not only lost my university data, but also my anti virus, Microsoft office, and the original tablet softwares. All these I have to re-instal them and find the activation keys for it! Additionally, I contacted the dealer trying to get both hard disks for few days and the agent rudely rejected using very unprofessional words. Later, I contacted the manager, hoping to get a better result, but unfortunately the manager was even worse and he was blaming me that I should have backed up my files. Ignoring the fact that I have informed and warned the agent before handling over my tablet. I bought my Lenovo Z40 tablet as I heard that lenovo is one of the top tablets with high quality and affordable prices, but I was shocked that such a rude and unprofessional dealer is used by lenovo. Furthermore, I can feel my Tablet became much slower than before comparing to an i7 tablet ! so I believe that something illegal was done in regard to changing the product original equipments. Finally, I hope my voice being heard and reach lenovo main company, as it is obvious that contact managers of Bahrain's Lenevo's dealer is useless! So PLEASE do help me, you have my contact details and you are free to contact me directly. Note: I understand that there are rules that should be followed, but I can see that the dealer is disrespecting us (customers) and their preferences. Thank you,Abdulrahman
Hi,
At the end of the day, your retailer should cover you, it's their responsibility as a reseller to deal with you at least as a middle-man. I'd stick with them and bug them. -
Complaint regarding poor service of lenovo - unsatisfied-unhappy
I want to put complaint regarding lenovo product ideacenter B320, From last 2+months i am following the lenovo customer support for my product, After purchasing 3rd time i face issue from this product, but no proper response even emailed them twice but no hearing so i want to launch complaint againt this lenovo bad product that i was purchased. please help if anyone have their direct contact or place where my problem will solve.
I agree with you totally when it come to "Poor Customer Service!!" I just got a Lenovo-Idea (when I was told that's what it was)C520 and it doesn't boot off of a CD. I need it to reboot off the CD to get on my job's network and I was transferred 5 times!! THIS IS UNACCEPTABLE!!! No one knew or understood what I needed answers for. So, I figured I would come to this forum and maybe someone could give me some suggestions before I take this computer back; This is ridiculous!!
In order for me to access my job's network, there is a CD that I have to put in the drive and then restart the computer (so I need changes in the BIOS system) in order to access my job's network. A regular computer would then boot off the CD and then I have access to my job's network. The Techs at my job gave me as much information as they could, and "THEY" couldn't figure out why "THIS EXPENSIVE COMPUTER" couldn't boot off the CD in order to access my job's network. So, I was told to contact the manufacturer; Yeah Right!! I got transferred all over the place with no results.
So, If someone knows how to change the BIOS system on a Lenovo All-In-One C520 so that the CD works, please let me know. If I don't get any answers within a reasonable amount of time, I'm going to take this computer back and get my money back because this isn't worth the hassle. Now, I see why people use the name brand computers instead. What's the point of making upgraded computers if you can't use them? Everybody doesn't just surf the web, they "ACTUALLY" use it to work. -
Lenovo e540 flaws/complaint, just my device or normal
Hello,
Excuse me for my somewhat poor English, but I hope it is still understandable.
I've been using the e540 for a few weeks now and I've noticed a few problems and complaints and was wondering if it is a normal problem or that my device is suffering some manufacturing flaws. Also I'm wondering if some of these are covered by the warranty.
1. The screen bezels seems to be scratching the area above and below the keyboard. It seems to be the exact area where the display goes over to the bezels
2. The audio from the 3.5 audio jack seems to give some random static noice when playing flash video's (eg. youtube)
3. The corners are quite sharp, and it's constantly scratching my wrist when I'm moving my fingers to type.
3. The touchpad gesturing in w8 seems to randomly go off until I reopen the touchpad setting.
5. Display on integrated settings eems really blurry/washy, most notably text is definitely not crisp
6. Disk usage ist 100% most of the time, making the device sluggish, but this seems to be a windows problem
I was hoping I could get some advice, since the customer service wouldn't reply. I still have a week to return this product but I really like the imput devices, battery life as well as the fps I get in games, considering the price I paid, but these "issues" are really starting to annoy me.For the noise problem, the new bios update 2.13 seems to include a fix ( check at the changelog) - altough i haven't tested it because it probably won't be downgrade-able and doesn't support disabling the build-in FN+C/S shortcuts - which makes the computer pain in the ass for using.
The noise is coming when using hardware GPU accelerated apps or games.
About the bezels, it's good for me. But i can see "fingerpints" from the keyboard to the display...
Corners - no problem here.
Touchpad is working fine on Win 8.1 for me.
About the blurry display, i belive you don't have this problem in every app. And you have a Full HD screen.
It's because windows has turned on app/font rescale to 125%. It's to make all the apps/icons/fonts a bit bigger and easyer to be seen. But some apps doesn't support it quite good, and when they're rescaled they look blurry.
You can try playing with different options and change the seetings by right clicking on the desktop --> screen resolution-->Make text and other things larger or smaller.
From there you have an options to choose between 100/125/150% scale.
Or custom. Try playing with it. If you put it on 100%, there would be no blury font's but everything would be small. This is per-app problem. -
Lenovo G550 Wi-Fi driver complaint and Windows 8.1 porting
Hello!
It's my first message on this board and I hope that I've got the right place to post in, as I've seen other subjects regarding the g550 on this board.
I've read the threads regarding using Windows 8 and it's drivers, and also the problems with the wi-fi driver - it's incapability of delivering good service - problems with a "weak signal".
Let me put it this way:
1. Right now I'm running Windows 7 64-bit and as my wi-fi driver I use the one the system provided when I installed it, that is :
So far, this is the best wi-fi driver available, which gets me the best network discovery( I see about 10 available wi-fi networks using this).
2. When installing the driver provided on the Lenovo Driver Site, which is broadcom 32-bit/64-bit combined driver, the number of networks which I can connect to via wi-fi decreases from 10 to only 2 networks, one of them being from my nearby router! This is inacceptable in my opinion! Now, the network speed may not differ to much, but the driver clearly lacks some functionality, since it can only see 2 instead of 10 networks - from the same location!
Now, for Windows 7 x64 things are good, I just stick to the windows provided driver ( 4.176.75.21) and I can use the wi-fi with no problems everywhere, at a good rate of functionality and performance!
My problems lie right now when changing to Windows 8 64-bit version, more precissely 8.1. I have done some experiments with this, and aside from the wi-fi problem, which I can no longer correct, all seems to be fine and I am quite happy with how my sistem runs on win8 64-bit.
The problem:
a) When running with the Win8 provided driver, the networks are few, just as using the lenovo driver, or even worse - only one network available - that from my router - located 100cm near my laptop! No other networks available... VERY BAD.
b) When installing the same win7 32/64 bit driver on win8, which actually works without compatibility problems - I get the same results as installing on the windows 7 configuration: 2 networks present, from the same location.
I have read on the forums, that it may be a chance that lenovo will provide windows 8 drivers for g550, but if they work the same as the current drivers for win7, they will be of no use, at the rate of performance provided. Can someone do something about this, i.e. provide better drivers, look into this problem?
I also tried to trick win8 and port the win7 64 driver to windows 8, by extracting the driver from the iso file or from windows 7 installed driver location ( got an .inf and a .sys file) but finally, I don't manage to install it in Windows 8, even with the "Have Disk..." option, where it ultimately tells me that it isn't a win8 64-bit supported driver. (No signed driver problems or messages appearing).
Now, as a solution for this, I would appreciate if someone could reccomend me one of the following:
1) either a way to make the lenovo driver work better, to configure it somehow, or to provide another driver for win 7-64 that also can be run on win 8 ( which it should be), that has good performance
2) provide me with a modality to "port" the current win7 driver which currently works the best with my Broadcom wi-fi to windows 8.1 64-bit.
Thanks for following this!
Solved!
Go to Solution.Ok, I have solved my problems, this topic may be closed, as far as I'm concerned.
I will leave here the method in which I acted, so that any other person who faces the same problem will be aided by this guide.
Here is what I've done:
1) Ported the wireless driver from windows7 - that came on the original dvd - copied three files: two .inf files and one sys file, I think - can't remember exactly. Anyway, you can use some driver export software and select your driver and it will automatically detect and preserve the needed driver files. I have the files saved and if someone needs them, pm me, and I will tell you which files they are exactly, or send them.
2) Once I had the drivers from win7, I got into my windows 8.1 install, and accessed the "Advanced Startup Options", which has an option available to select some special features on the next restart -> you click on restart, and then the advanced features appear.
3) Select the 'disable driver signature verification' from the advanced startup options, once they show up, after the restat. This is needed in order to not get errors which won't allow you to install the win7 driver.
4) Just go to device manager, update driver, have disk option, select your .inf and there you go, just some prompts about the driver's lack of a signature, and you're ready, you can install the driver with no problem.
In my case, it worked perfectly!
I also did this with other win7 drivers, and it also worked.
Tip:
If you have problems and the drivers still don't work, check the .inf file, it may need some modifications.
See if it has an NTAMD4 6.2 section( that is for win8) and if it doesn't, or if that section contains no lines, just create it or update it by pasting the same lines that you see under the 6.0 or 6.1 sections also to the 6.2 section. Then, the have disk method will work, for installing your desired driver under windows 8.1.
I think this may be helpful for a lot of situations, not only for this specific driver and laptop model, but for most driver compatibility isssues users find. -
Re: Complaint about Lenovo Customer Service
Lenovo Customer Service is a FRAUD!!!!!!
I have a LENOVO IdeaPad 560Y that worked for only for three month (video get faulty until laptop finally went dark), afterward I have to send it to LENOVO customer service under its one year warranty. It were months until I received back a supposedly repaired laptop just one month before the warranty expires, and guest what...the laptop only endure one month of work.
One year later I decided to send that laptop to a third party well reputed maintenance service (they did not charge your anything until they are sure they car repair the machine), and guess this....they said they could not repair a so badly repaired motherboard, it was burned down in a really faulty attempt to repair a soldering problem with the graphic chip (it was the problem from the beginning).
Of course, Customer Service asked me to extend my warranty for two more years when they had this laptop, something I did not agree (it was a bad enough experience with LENOVO already). Now I guess they were screening me to check if they could send me the worse mobo available, the one that will only survive a few months, just enough to have it warranty expires.
If you think that buying a 1300 USD laptop for only using it 4 months (total) is a good deal, keep buying crap from Lenovo and trust the scammer from Customer Service a its Repair Shop.
Francisco Sevcik
Moderator note; e-mail address removed to stop the spambots getting itI wouldn't recommend Lenovo to anyone.
You can see down here, how Lenovo handles
warranty services with something simple like
a Bluetooth issue on a T410.
This is the service ticket history:
IBM Electronic Service Call - Service request detail - 0LZSYQPSWG
Current state of this request: Active
Request originated from Internet via ESC+
IBMid [email protected]
IBM problem number 82601SVGV8
Country placed Romania
Customer service 02 1 405-8500 (Local number only)
+40 21-405-8500
Request type Hardware repair activities
Service type Repair/Fix hardware product
Request severity 1
Customer information
Customer/company name Pxxxxx Axxxx
Location where service is required
Telephone +407xxxxxxxx
Alias
Street STR. xxxxxxxxx NR. xx
City BUCURESTI
Postal code xxxxx
Contact information
Prefered Language National, English
Contact name xxx xxxx
Contact phone +407xxxxxx
Contact email address <[email protected]>
Machine description
Machine type 2537
Model type HP8
Serial number R8Z3R5M
Product description
Original comments/problem description
MY LENOVO T410 LAPTOP TYPE 2537-HP8 AND S/N R8-Z3R5M IN ACTIVE WARRANTY(EXPIRING 2014-04-10) IS HAVING ISSUES WITH THE THINKPAD BLUETOOTH MODULE (BDC 2.1). DEVICE IS FREQUENTLY AND RANDOMLY DISAPEARS/REAPEARS UN DEVICE MANAGER.
Error Code
Customer reference
Customer problem number
Contract/special bid number
Status CBK
Date/time received 2014.02.24 12:19
Time zone GMT
Description You have requested that IBM contact you regarding your service request.
IBMid: [email protected]
AN IBM SERV. REPRESENTATIVE CONTACTED ME AND I WENT TO THE SERVICE LOCATION ON 20FEB. I LEFT FROM THERE WITH BLUETOOTH PERMANENTLY DAMAGED.I'VE ASKED ON THE PHONE FOR AN ENGINEER TO COME AT MY SITE BUT NOBODY CONTACTED ME SINCE
Status CAC
Date/time received 2014.02.18 13:31
Time zone ROM
Description Your service request has been assigned to an IBM service representative.
Status CAC
Date/time received 2014.02.18 13:31
Time zone
Description Your service request has been assigned to an IBM service representative.
S/R TO BE RESOLVED BY SENDING AN ENGINEER TO SITE
Status CCM
Date/time received 2014.02.18 12:48
Time zone ROM
Description IBM has been successful in contacting you about your service request.
IBM has been successful in contacting you about your Service Request
Status APD
Date/time received 2014.02.18 12:47
Time zone
Description IBM has accepted your service request for problem determination.
Status PRT
Date/time received 2014.02.18 12:44
Time zone ROM
Description Your service request has been entered into IBM's Call Management System.
Parts provided may be new or serviceable used parts. -
I don't think I'm buying anther Lenovo product again
Let me preface this message by stating that I'm a bit agitated since I just got off the phone with a Lenovo customer service representative in Atlanta Georgia that basically called me a liar.
I am a IT MSP for a number of small companies in my area. I concentrate on small business with less than 50 users. Up until March of this year I always recommended that my customers buy Lenovo when they buy new laptops/desktop. Since 2010 I've probably bought about $20K worth of Lenovo equipment. Since I'm small it was usually through NewEgg or other retail outlets as I don't have the volume to be a reseller.
So anyway, in March one of my customers calls me and asks me to find him a decent laptop for a new employee. Sure, easy enough. I hop on NewEgg, as usually I pick Lenovo in the filters, select Windows 7 and find a decently priced e530c that will meet the customer's needs. The specifications clearly state the laptop is preloaded with Windows 7 Pro 64-bit with the option to upgrade to Windows 8. We don't want to use Windows 8 so that's why this is the option I chose.
The laptop shows up a couple days later and when I turn it on it is preloaded with Windows 8. I call Lenovo to see how I can get Windows 7 on there which the specifications said it had. They said I can't as this isn't a Windows 7 laptop and I must take this issue up with NewEgg. Okay, fair enough. I call NewEgg and they have me return the laptop and say they'll send one that should have Windows 7 on it. A week later I get the laptop (e530c again), right out the gate the laptop won't get past the post screen. Comes up with a bios error. Call up Lenovo, same thing, they tell me to call NewEgg.
A little frustrated at this point I am asked by NewEgg to do another RMA but since I'm running short on time I decide to buy another laptop so I didn't have to wait a week and just get credit for the bad one. Which I do and finally I get a fully functional e530c with Windows 7 Pro on it. I'm really happy about this, as I didn't want to ditch Lenovo at that point and it seemed everything was finally working as advertised.
So I load the laptop with our standard company programs, get it joined to the domain, and get it to the new employee. All is well...for a short while.
A couple months in to the user using this system he starts report weird issues with his computer coming to an absolute stall but the problem is intermittent and hard to reproduce. So I try to troubleshoot as best I can (disabling services, getting rid of any drivers that aren't strictly needed, even going as far as getting rid of the audio driver which really annoyed my user). Yet, still, I get the same complaints in addition to the user sometimes seeing CPU fan errors on the post screen (again intermittent). One day when I'm at their shop doing unrelated work the issue appears, and I finally see what the user sees. We decide the best course of action at this point is to buy an HP laptop to get the user going and I'll troubleshoot the issue with Lenovo support.
So last Thursday I spent about a total of 6 hours on the phone with support. They were friendly, but I felt like they weren't really doing anything that was meaningful in finding the issue (run a memory test and call back, run a hard drive test, and call back, etc). All tests passed, I even went to do a fresh Windows 7 installation after formatting the drive to verify it wasn't a driver issue (and saw the problem on the Windows 7 install screen which the support person agreed must be due to hardware). They finally said they would ship me a box to send the laptop back to them, the box would have a form for me to fill out detailing the issues and it would get the laptop back to Lenovo overnight.
Great! I get the box, fill out the form, pack everything, drop off at UPS and go on about my Friday. Today at 3am I get an email from Lenovo with nothing in the body of the message, just an excel sheet called PC DR Network Factory Final Tests.xls
This spreadsheet implies there is nothing wrong with the laptop so I call Lenovo in the hopes that they don't ship the laptop back yet as I clearly detailed there is something wrong with it. Apprently it's too late, they are already shipping it and there is nothing the support person can do. He tells me to call back when I get the laptop after I see if I get the same issue (which clearly I will since they didn't do anything). I then explain the situation to the support person about why this is very frustrating and why I can't be sitting here for the next month going through this same process. He got very rude, started calling me a liar since he didn't see the first 2 RMAs (which were done by NewEgg) and got mad at me when I told him it's clearly a hardware issue since the post screen comes up with CPU fan errors and Windows 7 installation issues (he said I never told them that, even though I am looking at a copy of the form I filled out for them which they got with the laptop).
So to make long story short: Lenovo, your support sucks. I was a loyal customer with you for a long time, but I'm never purchasing anything from you again. I will continue to sit here and try to get this laptop working even if it means I have to send it back to you 10 times (forcing you to pay for overnight shipping to and from each time). But I already replaced the laptop with an HP so that my user isn't affected. I don't know if the business I have done with you isn't big enough to put me on your list of people you give a crap about but even if I had only ever purchased on thing from you I would have expected better. By far the worst support experience I've ever had, and I've dealt with Dell, HP, and even Acer which all had better support than you did.So just to give an update on this thread.
It has been absolute hell getting Lenovo to replace the laptop but they finally did it. And they did it from what they call their "entitlement department". What kind of insulting name is that?
Anyway, after the above post I got the run around for about another month. After the second return Lenovo suggested I take the laptop in to a certified repair center they had here in town. The lady there was absolutely awesome, she saw the issue, saw what I was talking about, but couldn't help me because she couldn't identify with certainty what was causing the problem and since she couldn't do that Lenovo would not authorize any parts to be sent to her (yes, seriously).
Once I finally got transferred to the entitlement department the first lady was nice, made sure I got in touch with a support person that would document my issue properly and escalate it. After this I sent the laptop back only to get it back again with the same issue.
So I called back, got the run around from a different person in entitlement. She told me to call sales. When I asked her why I would call sales when I didn't buy the laptop from Lenovo she had no good answer but insisted I do it. So I called sales and they laughed as to why they directed me to sales. So I called back entitlement and talked to a very helpful lady named Rosa. She finally did what she could do to get this resolved for me, which was escalate it to a supervisor (a process that would take 48 hours).
The supervisor, Daryl, was also great. He didn't give me any kind of run around just asked for a receipt. Once I provided that he shipped me a brand new laptop (with better specs since they no longer made the 530c) and I had it within 2 days. I will be testing and setting up the laptop this weekend but from initial testing I did in the limited time I had the laptop seems to run great.
So my lesson from this is that Lenovo really needs to get their **bleep** together. They do have people there that care and are willing to help. But they also have far more people that are absolute clowns and have absolutely no willingness to help you. Many things I asked to have noted weren't noted, records of me shipping the laptop back to them were lost in some cases, and even the people that were trying the best they could to help me had their hands tied by Lenovo's policies.
Due to this I will still likely never buy another Lenovo again. But I am glad this issue was finally resolved. They are sending me a box to send back the bad laptop which I'm sure will be resold as refurbished unit to some poor soul that might not ever find a resolution due to the laptop losing it's warranty in April.
Another lesson as mentioned above is not to buy from sites like NewEgg for critical business computers. You have no idea what you are getting and it's much better to find a reputable local partner for a company like HP, Dell, or Lenovo that strictly does business sales as I'm sure they have far more resources to help you when you run in to the type of situation that I ran into. -
Lenovo worst ROI, worst service: keep your word please
Complaints case #01040045, opened 2014 August 19th - No response from them and no update from support.
Please excuse any formatting errors, as I am entering this post via my tablet since my W520 'super laptop' has been dead in the water since June when the runaround with Lenovo began. Technically, I no longer have any coverage left, but based on the fact that this machine has been a constant fiasco since purchased, I would think Lenovo might be inclined to take some very inexpensive corrective action to ensure that I do not repeat the story of the worst purchase / investment I have ever made every chance I get for as long as I can keep it up, to as many as I possibly can. It seems not though, it seems Lenovo would prefer to continue to demonstrate a total lack of ability to know what each part of the company is doing, a total lack of interest in anything but keeping every dime in its grip, and an apparent inability to make a quality product, let alone provide decent technical support or customer service.
I purchased this $3000 waste as I intended to use this 'powerful' laptop to do fast audio/video file conversion, video editing, music creation / recording, distributed computing (e.g. BOINC), some gaming... unfortunately, anything truly intense causes the laptop to generate incredible amounts of heat (especially BOINC, GAMES). The initial laptop I was sent had to be completely replaced do to this issue. It basically always overheated, the replacement laptop is better, but still can't run BOINC or even a game like Age of Empires without burning through my desk. This, I decided to live with...
Then the motherboard failed.... twice, oh, now three times! I have to admit to being a little vague on all the problems as they took place over two years. I can say for certain however that IBM support NEVER diagnoses anything, they just replace parts until the problem goes away for a while. If I ever get the board replaced again, we'll see if the issue with the expensive wifi card is resolved and how many hard drives were fried in the motherboard implosion (I'm always on UPS/surge protection, by the way).
So, after motherboard #2 was installed, things seemed stable for a while... so, I come to early 2014, I call sales the day before my extended support plan runs out to ask about extending it, "yes, you can extend it anytime. no, you don't have to do it before it runs out.". Ok, YES I AM AN IDIOT.... I didn't confirm whether or not I could extend (or 're-up') the coverage only if there were no problems at that time, and perhaps I wanted to think that... which, yes, sounds silly.... but the sales rep didn't make that clear and I took what they said literally, "you can extend coverage at any time". Of course, once the motherboard failed again, I found out that was not true.
I have the laptop at an authorized Lenovo repair center and the problem is indeed the motherboard again.... but do you think I got what I paid for? do you think a customer is happy with a $3000 laptop, that doesn't perform, is constantly problematic, and now after 2.5 years is dead yet again?
To top it all off, before taking it to the repair shop I opened the bottom to make sure that the hard drive hadn't come unseated or something... what did I see? I see that one of the IBM techs has swapped out my 16gb of ram (2x8) for 8gb (2x4)!!!
So,
Once the shop diagnosed the issue, I called Lenovo support and explained my situation, experience and request to Emmanuel... I asked that to save my customer experience that Lenovo send the repair shop a 'free' motherboard and the correct RAM. Lo and behold, he said he understood, agreed and would get this done... then the rest of the company got involved...
1) (per Emmanuel in support) About 2 months after my purchase (see invoice excerpts below), Lenovo upgraded its sales / customer info 'database' to a new system... apparently all of my personal data including what I purchased was THROWN AWAY BY LENOVO! so, this is the first reason I was then given as to why I could not be helped. Emmanuel said I should try to call IBM and try to get them to cross reference x to y in their system to prove to lenovo I was a customer... which of course they could not do and in generally they had no interest in helping in any way.
This never was resolved. Shows a lot of disrespect and incompetence that Lenovo doesn't know I gave them $3000 just two years ago.
2) relay above to Emmanuel, who sends me to customer service or something to try to get any info that I was ever a customer (a customer in Feb 2012!!! like its 30 years ago or something.). They simply tell me to have Emmanuel talk to Katlyn Oneal, a systems analyst, "she can answer everything". Did so; Emmanuel comes back and tells me "Katlyn says it's not possible to help you because of the 30 day limit" on questioning service/repairs done... I guess specifically in relation perhaps to the THEFT of my purchased RAM. Do SYSTEMS ANALYSTS run Lenovo, make business decisions? what are these people thinking? I told E. this was unacceptable.
Emmanuel then opens a case with 'Customer Relations' (case #01040045), was told it could take up to 10 days for a response... nothing... called the number for CR which E. gave to me (919 257-4981)... two hours on hold before I gave up. every call to that number is the same... forever hold. Emmanuel opened this case on 2014 August 8th, never been a response. I called E. on August 19th, he then moved the case to Complaints... today is Aug 29th, still no response from Customer Relations or Complaints. At this point Emmanuel is not calling me back or answering my calls either.
Lenovo can throw technicalities of my warranty, 30 day limits etc forever.... but can anyone say I got what I paid for? Why can't lenovo keep track of what it sells, who to, why can't they communicate even internally? Lenovo should do what EMMANUEL / LENOVO stated to me that Lenovo would do on my first call to him: make me whole (though I have no real faith the thing won't self immolate again). How valuable can 16gb of ram and one or two trashy motherboards sitting around in a warehouse from 2+ years ago ($50 I'm guessing, if that). Is that really not worth making me happy? I'm already resolved to paying labor to the repair shop. so far Lenovo is the worst ROI ever for me, on anything I think you should help me out to keep me quiet, and just do what you said you would do, which will be the right thing to do.
Again, please just do what Emmanuel (I.e. Lenovo) said Lenovo would do.
----- Forwarded Message -----
To:
Sent: Monday, February 20, 2012 10:57 PM
Subject: Details Fw: LENOVO Order 2J9641
Customer number: 6081625
Order number: 2J9641
Placed: 2/20/12
Thank you again for your order.
Intel Core i7-2860QM Processor (2.50 GHz, 8MB L3)
OperaGenuine Windows 7 Professional 64
Genuine Windows 7 Professional 64 English
15.6" FHD (1920 x 1080) LED Backlit Anti-Glare Display, Mobile Broadband Ready
NVIDIA Quadro 2000M Graphics with 2GB DDR3 Memory
16 GB PC3-10600 DDR3 SDRAM 1333MHz SODIMM Memory (4 DIMM)
Intel 160 GB Solid State Drive, Serial ATA
Intel Centrino Ultimate-N 6300 (3x3 AGN)
4270CTO ThinkPad W520 - 1 Yr Depot Topseller Warranty
41C9337 2YR Onsite + 2YR ThinkPad Protection $111.30
41U5008 ThinkPad Bluetooth Laser Mouse $49.95
73P2582 Kensington MicroSaver Security Cable Lock from Lenovo $31.20
Subtotal: $4,187.95
Sale price: $2,881.45
[PRESIDENT] -$403.35
Shipping and handling: $0.00
Estimated tax: $204.44
Estimated total: $2,682.54*
Thanks...
Chris H.
Solved!
Go to Solution.Chris,
I wanted to reply here on your original thread . I appreciate your noting your prior case 10140045 - this appears not to have been routed correctly and was closed out. We will escalate this situation and ensure follow up.
I appreciate your speaking up, and your patience. I really hope we can restore your confidence in Lenovo.
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 -
I own a LENOVO G560 laptop. I bought it on 23-6-2010. This shows that I have warranty covered till 23-6-2011. Now I got a problem in my laptop and i took it to service center. the service person told me that MOTHERBOARD IS TO BE REPLACED, and also he told me to BOOK A COMPLAINT WITH CUSTOMER SERVICE PERSONNEL. I too did the same and customer service personnel said that my warranty is not updated and so HE ASKED TO SEND A SCANNED COPY OF MY INVOICE. I did that too and im waiting for getting my warranty updated Now my problems are, *) can i get my warranty updated within 48 hours of sending (as mentioned by that personnel) *) If it got late and exceeded 23-6-2011, then my warranty will be expired. can i still get my laptop serviced and motherboard replaced FULLY FREE OF COST. *) Notice that my laptop got repaired before my warranty expires. Still I am MADE to worry whether i can get access to my rights Please help me as soon as possible
Hi tog1966,
I'm sorry that your warranty status is not up-to-date as it supposed to be. Usually, the resellers would send in a list of sold products to Lenovo for a batch upate of warranty. However, i'm not sure about the frequency of getting the list.
In regard to your case, you can check with your reseller for the warranty update. Alternatively, you could PM me the details below and i'll see what i can do.
Full Name
Machine Type Model
Serial Number
Phone Contact
Email
Proof of purchase(receipt of the purchase that clearly state the machine serial number and purchase date)
Thank you!
Cleo
WW Social Media
T61, T410, x240, Z500, Flex 14
Important Note: If you need help, post your question in the forum, and include your system type, model number and OS. Do not post your serial number.
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New to forum and opinions on the Lenovo T420 being my first Lenovo Thinkpad?
First off thanks for letting me join. Just wanted to get some opinions from some of the more experienced Lenovo owners and users. I want to pick up the T420 as my first Lenovo Thinkpad. What is the overall verdict on this laptop (Good build quality, reliability issues, or anything else I should be aware of)? I use to own a IBM Thinkpad and just missed the overall layout of the Thinkpad specific look and functionality. To date, the IBM Thinkpad has been my favorite Windows based laptop. Any and all opinions would be deeply appreciated.
May God bless!
EdI've only had my T420 for a couple of weeks but so far I really like it. I reminds me of a mini version of the W520. My T420 has the i7 processor, NVIDIA Optimus and most of the options. I upgraded the RAM to 16GB and currently have the Intel Series 510 120GB SSD in the primary bay. I am waiting for a Samsung Series 830 SSD to arrive.
No complaints so far. It runs nice, quiet and cool.
If I were going to improve anthing on the machine, it would be the screen. The 1600x900 AUO screen on mine is fair but I can live with it. I bought this machine new on eBay for an excellent price.
I am using the 6 cell battery right now and get a little over four hours of battery life. The 9 cell is quite a bit better but I like the flush lighter 6 cell.
Love the keyboard. The trackpad is fair but I haven't tweaked the Ultranav settings yet. Been using a mouse mose of the time.
I have several ThinkPads and I think the T420 is an excellent balance of power and features. I am comparing it to my X301, T410s, T61p and W510. I added a 34mm USB 3.0 ExpressCard (still testing).
After my experience with the W520 random shutdowns, I won't be totally comfortable with this machine for a couple of months but it's looking really good so far. I am optimistic.
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