Terrible Experience With Lenovo X200

Hi,
I was wondering if anyone has had any similar problems with their X200's as I have because Lenovo customer service has been absolutely terrible so far and I have no idea what to do.
First of all, when I first received my computer there was a big gap between the plastic bezel/border of the LCD and the screen itself. Second, I had a couple dead pixels and some other weird brown spots that seemed to get worse every week (maybe dirt getting inside the gap?). Third, ethernet cords would not fit into my ethernet jack (it would not 'click' in). Fourth, the feet of the laptop were not level with a flat table and the laptop would rock when I typed on it. And finally, the lid does not close properly... it seems like its curved.
The problem is that I am a university student and I want this laptop to last for my entire undergrad. I bought a Lenovo because I heard it was the best quality I could ever get, but so far I am very dissapointed.
When I first got it, I immediately tried to return or replace it. I was told by customer service to fax in some information/receipts to them. I did all of that but I never got a response. I remember that I called in many times, but I was still never able to get a replacement. After it had been 21 days, apparently I wasn't allowed to return it... even though I had tried to return almost everyday before then. Also, I live in Canada and it took over 7 weeks just to receive it in the first place. And as I said before, I am a university student, and this was the only computer I have so I couldn't go computer-less for 7 weeks. So, at that point I decided to give up with customer service and continue with my studying.
After my school was over, my only option was to bring it in to a warranty service provider because customer service said that the repair depot did not have the parts. I went back home in the summer (to a pretty remote place of Canada) where there is only one service provider (who was not a Premium Partner). They attempted to fix everything, but the fact that they are not premium service providers really shows... They replaced the screen, but the gap still exists and they said it cannot be fixed (which makes me think the screen will just fail again) and the bezel that they replaced anyways is clearly scratched. They replaced the motherboard to fix the broken ethernet jack as well, but they scratched my computer all over in the process, which is really frustrating. On top of that, they gave it back to me half falling apart with the keyboard tray not fit in properly, a bunch of loose screws, and the lid unable to close. I had to go back to them several times just to fix these problem. Now, I can still see components of the computer underneath the keyboard (that I never noticed before) which probably renders the drip-tray somewhat useless. Also, there are now little wires that run alongside the metal hinges of the LCD that are slowly being cut away everytime I open or close the lid. I never noticed theses wires before either.
I'm done dealing with these "service providers" so I called customer service again. They said that they will not return or replace the computer because it is well past the 21 days. The only way I can get a chance of getting this fixed would be to send it to the depot, which would take over 5-6 weeks I'm sure. As I said before, this is my only computer, and I am taking a summer distance education course, so this is not an option. Plus, I am very skeptical that they would actually fix anything anyways.
Is there anything I can do at this point? It was Lenovo's fault I wasn't able to return it in the first place when I actually had the time to wait, but they still won't give a replacement... Does any one else have this gap between the LCD and the bezel, were you able to get it fixed?
I'm considering just taking a loss and selling this on eBay so I can buy a Dell like I always have before because this is definitely the worse computer I have ever owned. Sorry for such a long message, and thanks to anyone who actually reads it all. Any input is appreciated.

Dsp4,
I'll try to help. Please send me a private message with your contact information - name, address, phone, and also the model and serial from the bottom of your system.
Please give us a couple days to research the case and get in touch with you to work out an appropirate resolution...
Apologies for your experiences thus far...
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

Similar Messages

Yoga 2 Pro - Broken in less than a year - A terrible experience with IdeaPads

Hi guys!
I'm hear to tell everyone about my pretty terrible experience with Lenovo and my Yoga 2 Pro IdeaPad. It's not a review or anything but more of a forewarning to those who are thinking of buying from Lenovo.
I'm also here to help others out in my situation, that is, if you are stuck with a half broken (or in my case, completely faulty) laptop and Lenovo won't help you out (fixes are in italics).
The beginning
So I bought a Yoga 2 Pro at BestBuy in the USA about a year ago. I live in Australia so I asked about international warranty and they said that the notebook is covered by international warranty.
The day the screen flashed black and white
About a few months in the screen began flashing black and white rapidly (it goes from black to white about twice a second) for about 30 seconds to a minute. I found that you can stop this from happening if you open and close the lid a couple of times. Not really a big issue unless you set your laptop to go to sleep/shutdown when you close the lid. I don't so everything was fine.
The day the Wi-Fi NIC stopped working properly
So then a couple of months after that my Wi-Fi began to play up. I recently found out that you can prevent this from happening by ensure that you don't put any pressure on the sides of the base of the laptop (Eg. don't put your elbow on the side of the laptop and hold your head up with the same elbow).
I also worked out a while ago that you can get the Wi-Fi to work again if you go Right click Wireless Icon->Network And Sharing Center->Change Adapter Settings->Right Click Wi-Fi->Disable it->Renable it
Here comes the bad stuff...
Screws began to fall out
So then the screws began to fall out. I screwed a couple back in when they were wobbly but they eventually fell out without me realising. This suggests that the screw holdings have poor quality threading and as a result the screws begin to fall out. I now have 5 out of 11 screws on the backplate of notebook.
And also the screw holdings.
Yup, the actually thing that the screw screws into fell out as well. About three of them fell out. I don't know how it could possibly do so but it did, it happened when I picked up my laptop from the desk.
And then the charger socket broke
I can no longer charge my laptop -> I now have a very expensive beverage coaster
So then the charger socket cracked in half too! Again, not really sure how it happened but it did, it might possibly be from the heat of the laptop causing the plastic to expand when heated and retract when cooled. I have the i7 CPU version so it may get hotter than normal.
The laptop no longer charges so I no longer have a laptop to use (I use my desktop to work (and occasionally my phone)).
Not to worry! I'll just make use of my international warranty...?
And then the customer service were not helpful:
And then they said I didn't have international warranty...
And then they admitted that I did...
And then they claimed international warranty does not apply in Australia...
So I emailed Lenovo customer service and they kept claiming that my notebook did not have international warranty.
I talked to Jessica, Jason, Jai, Jasmin, Jackie (why are there so many J's?) and Adam.
Eventually one of them admitted that I do have international warranty but it is not supported in Australia. How convenient for them.
The notebook has never been dropped
I am the only user of the notebook
The notebook is kept in a padded laptop bag.
I was very polite to customer service.
All I'm left with is a very expensive notebook that doesn't actually work.
As a result I can only strongly recommend that you avoid buying from Lenovo. I worry for those who have bought Yoga 3 Pro, with it's watch band design and all.
Here are some pictures I took a few weeks ago (I photoshopped the stickers out):
This is what the charger socket looks like now (Hard to take a good picture, sorry!) Note that it ha...
6 Missing Screws, 3 Missing Screw Holdings
This is what happens when you open the laptop
Hope that cuts down your options when you go out to buy a laptop! Have fun deciding!
Patrick.

PatrickS199 wrote:
Hi guys!
I'm hear to tell everyone about my pretty terrible experience with Lenovo and my Yoga 2 Pro IdeaPad. It's not a review or anything but more of a forewarning to those who are thinking of buying from Lenovo.
I'm also here to help others out in my situation, that is, if you are stuck with a half broken (or in my case, completely faulty) laptop and Lenovo won't help you out (fixes are in italics).
The beginning
So I bought a Yoga 2 Pro at BestBuy in the USA about a year ago. I live in Australia so I asked about international warranty and they said that the notebook is covered by international warranty.
The day the screen flashed black and white
About a few months in the screen began flashing black and white rapidly (it goes from black to white about twice a second) for about 30 seconds to a minute. I found that you can stop this from happening if you open and close the lid a couple of times. Not really a big issue unless you set your laptop to go to sleep/shutdown when you close the lid. I don't so everything was fine.
The day the Wi-Fi NIC stopped working properly
So then a couple of months after that my Wi-Fi began to play up. I recently found out that you can prevent this from happening by ensure that you don't put any pressure on the sides of the base of the laptop (Eg. don't put your elbow on the side of the laptop and hold your head up with the same elbow).
I also worked out a while ago that you can get the Wi-Fi to work again if you go Right click Wireless Icon->Network And Sharing Center->Change Adapter Settings->Right Click Wi-Fi->Disable it->Renable it
Here comes the bad stuff...
Screws began to fall out
So then the screws began to fall out. I screwed a couple back in when they were wobbly but they eventually fell out without me realising. This suggests that the screw holdings have poor quality threading and as a result the screws begin to fall out. I now have 5 out of 11 screws on the backplate of notebook.
And also the screw holdings.
Yup, the actually thing that the screw screws into fell out as well. About three of them fell out. I don't know how it could possibly do so but it did, it happened when I picked up my laptop from the desk.
And then the charger socket broke
I can no longer charge my laptop -> I now have a very expensive beverage coaster
So then the charger socket cracked in half too! Again, not really sure how it happened but it did, it might possibly be from the heat of the laptop causing the plastic to expand when heated and retract when cooled. I have the i7 CPU version so it may get hotter than normal.
The laptop no longer charges so I no longer have a laptop to use (I use my desktop to work (and occasionally my phone)).
Not to worry! I'll just make use of my international warranty...?
And then the customer service were not helpful:
And then they said I didn't have international warranty...
And then they admitted that I did...
And then they claimed international warranty does not apply in Australia...
So I emailed Lenovo customer service and they kept claiming that my notebook did not have international warranty.
I talked to Jessica, Jason, Jai, Jasmin, Jackie (why are there so many J's?) and Adam.
Eventually one of them admitted that I do have international warranty but it is not supported in Australia. How convenient for them.
The notebook has never been dropped
I am the only user of the notebook
The notebook is kept in a padded laptop bag.
I was very polite to customer service.
All I'm left with is a very expensive notebook that doesn't actually work.
As a result I can only strongly recommend that you avoid buying from Lenovo. I worry for those who have bought Yoga 3 Pro, with it's watch band design and all.
Here are some pictures I took a few weeks ago (I photoshopped the stickers out):
This is what the charger socket looks like now (Hard to take a good picture, sorry!) Note that it ha...
6 Missing Screws, 3 Missing Screw Holdings
This is what happens when you open the laptop
Hope that cuts down your options when you go out to buy a laptop! Have fun deciding!
Patrick.
Same issues with my Yoga, from India.
Screen (twice), wifi, charger and battery issues, SERVICE issues, no screws in the back...
Beside that my laptop USB and bluetooth is also not working and it is soo slow...
I just bought a non lenovo charger.
Yes and my laptop never left my office table.
I was hoping to fix it in Australia and I guess not.
Avoid by any cost Lenovo products!!! ZERO service.

I had a terrible experience with Verizon's buy back program

I had a terrible experience with Verizon's buy back program of old iPhone's when you bought a new iPhone 6 or 6 Plus. The general manager did a very poor job of handeling the situation, where can I file a formal review or complaint?

Schneiderhanj
I'm very sad to hear about the less than stellar experience you encountered at one of our store locations! I definitely can make sure your feedback is lifted up. What happened? Which location did you visit?
RuthW_VZW
Follow us on twitter @VZWSupport

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

Longtime customer - terrible experience with T Series over last year

I've been using Thinkpads for for the last 15 years or so, since they first came out and have been a huge evangelist of them vs. other laptops. In the last year, I've lost almost all of the respect that had been earned over 15 years, because of poor product quality and equally poor customer service.
I purchased a near-top-of-the line Thinkpad T60 for about $2000 a little over a year ago.
From the very beginning it had troubles (blue screens, failing ethernet/wireless connectivity). I spent hours and hours with customer service trying all of the obscure things they suggested (which, if I didn't happen to be a technical person, would have been ridiculous to expect a consumer to do). When none of them worked, I shipped the laptop back, and endured a week without it, which as the CEO of a software company, was a big inconvenience, as I rely on my laptop for everything I do.
They didn't fix it. Over the past month, the BSODs have been coming more and more frequently, and I finally decided that my time was too important to be wasted with the lemon I had bought. Somehow, against my better judgment, I decided to go Thinkpad again, buying a T61 this time. There was no indication on how long it would take, but I assumed it would be a few days or maybe even a week, as I had experienced in the past. After three weeks, I still have not received it. I just got off the phone with Lenovo customer support who informed me that it should ship within the next two weeks, but they had no more precise information. When I asked to speak with someone with better information, the representative said there was no one to speak to.
As someone who runs a software company, I understand that unexpected glitches come up, but you can always compensate with good, open communication with the customer.
Lenovo - my experience with you has been horrendous.

Have you sent a private message to Mark_Lenovo? I am sure that he could help you with this matter.
Good luck!
MacBook Pro, with an aluminum unibody enclosure **As of September 15, 2008, our company has completely switched to Apple. Having used ThinkPad products for over 10 years, we had desperately tried to find just one reason to continue using these products, to no avail. We are of the view that ThinkPads are no longer premium products. We wish you the best of luck with your ThinkPad! Happy computing…**

My experience with Satellite X200

Hi everybody,
For those of you who are planning on upgrading your X200 laptops, here's an advice from own experience.
1 - Upgrade your RAM from the stock 2GB to 4Gb. I bought my 4Gb on Ebay for 57 euros.
You'll notice a REAL increase on your system's speed. Specially if you deal with large photos or video, like I do.
Windows Vista only recognizes 3 GB of Ram, but the remaining 1Gb will be reserved for your graphics card. You'll notice a much better graphics performance as I did. No image jumps and more fluid images using big resolutions and heavy settings.
2- Don't spend your money upgrading your 4.200 RPM HDD for a 7.200 unless you REALLY NEED IT.
My computer comes with a 300Gb 4.200 RPM HDD. I installed a 100 Gb 7.200 RPM Seagate Momentus and didn't find a dramatic speed increase, so went back to large drive.
Cheers,
Andre Antunes
X200-1AA
T7700 2,4Ghz CPU
4Gb DDR2
300Gb HDD 4.200 RPM
8700 GT Graphics Card.

Hi andre
Thanks for this advice. I really appreciate it.
Just a small comment regarding the point 1.
As far as I know the Vista recognizes only the 3GB of RAM because of the 32bit OS limitation. But Microsoft released an Vista SP1 Beta version.
Its a beta version and not fully tested but it should solve the issue with the 3GB RAM. After the SP1 installation the Vista should recognize 4GB.
Best regards

A bad experience with Lenovo repair service...got more problems now than when I brought it in

Paragraphs with ** may be skipped if you just want the short and sweet version:
**I bought my X61 in April 2008 and everything was great. I loved the laptop except for one thing: it had an extremely tight PC slot (although it was completely functional). I had a difficult time inserting my PCMCIA soundblaster sound card and removing it was even more difficult. I literally had to brace the laptop between my left arm and chest and manually pull the card out because it was so tight. I am an university student so I did not have time to deal with that problem because it was during final exams. I finally found some time recently to bring my laptop for repair. I called Lenovo and they recommended me to bring it in to my city's authorized business partner repair shop because they said it would be faster. So that is what I did. It turns out that they have to replace the system board because the PCMCIA slot was attached to it. In the end it took 3 trips (30 min drive each way) over a span of 2 weeks before I actually got my laptop fixed because the system board was backordered. Finally 2 days ago I got my laptop back and indeed, the PCMCIA slot is not tight anymore...yay! And that was when all the trouble started:
After bringing it home, I started to find more problems with the laptop than before I brought it in:
First thing I did was try to reactivate the TPM chip but it turns out that the TPM chip already had an owner. I found that strange and tried my previous passwords and none worked.
I can no longer output my display to my external LCD monitor. It doesn't work regardless of whether I plug the VGA cable directly to the laptop or via the Ultrabase 6. I know it's the not the cable because it works with my older laptop. I spent countless hours trying to figure this out and uninstalled and reinstalled several versions of Intel X3100 video driver as well as Thinkvantage Presentation Director. Even during boot-up it does not show up on my external monitor.
The Bios date/time and other settings get reset each time the external power is lost (e.g. remove battery or unplugging AC). This usually indicate that the computer CMOS battery is dead or bad.
From the above problems, I can only conclude that Lenovo sent a used defective system board. There could be other problems that I don't know about yet.
Initially I had tried to call Lenovo technical support (3x) and they were next to useless. The first time I called, the technician pretty much blew me off telling me that they can't help me and told me to search Lenovo support page for the answers to my problems. I couldn't believe it! Furthermore, I wanted to know how I can reset the TPM password and the first rep told me that that they would need to charge me for walking me through the steps. (in the end I figured it out on my own)
I am very dissatisfied with how things turned out. I know I now have to get my system board replaced again but this has been way more trouble than it is worth. I had spent many hours driving back and forth to the repair depot and even more hours troubleshooting the problem on my own because Lenovo support couldn't help me. It has completely destroyed my confidence in Lenovo. How can they be doing repairs with defective used parts??? What options do I have?
Message Edited by tallshorty on 06-15-2008 11:46 AM
Message Edited by tallshorty on 06-15-2008 11:50 AM

Tallshorty,
Wow! Apologies for such an experience. First, could you send me a PM with your contact information, your system model & serial #, and your service case number(s) if you have them handy? I will ensure you get some help.
Secondly, service parts may be new or refurbished. - Sorry to hear about this TPM problem - we can look into the process to ensure this is tested for, and ensure this does not happen, although it sounds like you've solved this part.
Thanks for sharing your story.
Mark
Message Edited by Mark_Lenovo on 06-18-2008 09:41 AM
Message Edited by Mark_Lenovo on 06-18-2008 11:59 AM
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My Terrible Experience With AT&T Internet

Me and my family felt that an upgrade from our cable internet that is 15 megabits a second was needed so in january of this year, we made the switch. Talking on the phone to a representative, they said we could purchase a 20 megabyte a second internet plan, a bunch of movie television programs for free for making the switch, and a home phone line. The representative told us if 250$~ (not sure if this was the exact number) was going to be our total including tax and he said yes, we "would not pay a penny more". We decided to do the complete switch from cable, and purchased internet, TV, and home phone services from at&t. A few days after ordering, we called again to make ssure of everything and yet again, we were promised 20 megabyte a second internet. A couple days later, a technician arrives and yet again, my mother asks and makes sure if it's 20 megabyte a second internet. I get home from school to check out the new internet and I run a speed test. I remember being really excited switching from a sub par 15 megabit internet to a better 20 megabyte internet. The speed test ends and sure enough, it was 20 megabit internet. It astonishes that not one, not two, but 3 at&t representatives did not know the difference between a megabit and a megabyte. Not only that, but the initial representative that told us that the free movie channels that adds no cost for making the switch added a ton of money to the bill and it was much more than 250$ even after deducting those channels. We called again and say that we were lied to about the frree channels and about the bill. The representative said they were sorry and would remove the channels. They then said "how long have you been using at&t phone services?" we responded with around 10 years or so and we had just made the switch to other at&t services. They said they could give us a family plan of 30gb a month because we had been with them for so long. We responded that we did not want to do that because 2 of us 5 have unlimited data and we didnt want to give that up. They said we could get a family plan for only the 3 that dont have unlimited data for a cheaper bill than what we pay for the month. We were happy we had fixed the initial issue and we were being given these 30gb a month for a cheaper price. A couple days later, my mother tells me that in the bill they had charged us more than what were paying before the 30gb plan that was addded in when we were promised that it would benefit us and that it would be cheaper. We call again and have it removed and put it back to the way it was originallly. After all of this, there are still problems. The internet is awful. Not only was I immensely dissapointed that it was 20 megabits instead of the promised 20 megabytes (for those of you that dont know, one megabit = 1/8 of a megabyte so I expected internet that was 8 times as fast than what we received), but also, it was extremely slow at times. Skype calls suddenly drop, internet fails, netflix quality buffers, online gaming freezes. Everything is extremely slow. Even when no one is using it, it's terribly slow. We have called over 3 people in the last couple of months to try and fix this and everytime they come they say it will be better or it will be fixed. And even after they "fix it" the internet quality is still horrible. The most recent time that someone had come to our house to check out what's wrong, as I explained to him that while I would play an online game my ping would be very high. For those of you that don't know what ping is, it is the following: "The ping is the reaction time of your connection–how fast you get a response after you've sent out a request. A fast ping means a more responsive connection, especially in applications where timing is everything (like video games). Ping is measured in milliseconds (ms)". Now, ideally you should never have above 100 ping as that will make the game very choppy. So I explained to the guy who came to our house that my ping while playing these games could literally reach the thousands (keep in mind, that above a hundred is already bad and I wouldd reach 1 thousand). My mother asked the man if he understood what I was saying and he said "no". So apparently, the man did not understand what ping was. This isn't a videogame term or anything, it's used very frequently when performing a speed test or troubleshooting internet issues. You would think that a guy who works for at&t would know this. And I know you must be thinking that maybe when a lot of people are using the internet then the internet quality might suffer and that's why my ping is high. Well, even when no one is home and I'm the only one using the internet and every other computer is off or unplugged, the internet still has random spikes of horrid connection and my ping still spikes to 500 and up to 1,500. I have friends who have different internet service providers and don't have more than 30 megabits a second (I have 25) and do not suffer from any of these issues. I'm honestly very tired of all the problems that we have been having and the lack of knowledge that the at&t representatives have. As soon as our contract is over we will be making the switch to another ISP.

Hello, !
Thanks for posting. I'm sorry to hear about your recent experiences. We would appreciate the opportunity to remedy the situation, so please click here to send us a private message with your contact information, the best time to reach you, and a brief summary of the issue.
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-Mariana

I just want to share my experience or rather terrible experience with apple service.....I am soooo disappointed with the apple customer service at the local store in Tampa......every time they give u an appointment and make people wait for hours......ther

I am soooo disappointed with the apple customer service at the local store in Tampa......every time they give u an appointment and make people wait for hours......there was some cosmetic problems with the screen of my Mac book pro....they replaced it but the computer would not turn on....and btw when I went to pick up my computer the representative handover my computer to another guy without checking his id who was there to pick up his phone.......then I had to take it back second time this time they messed up my iWork...I took it back but they couldn't retrieve my history of purchase of iWork...and then when I installed the iWork at home...none of the applications is working.... .I will have to take is back fourth time.....I loved apple products but may be not anymore.......

Other than what Shotist007's remarks (which solves nothing) your experience is not common. First I would speak to the store manager to get things rectified for you. If that doesn't work out then I would contact AppleCare and speak to a customer service representative and complain via that venue.

Just to share GREAT Experience with Lenovo Service with T61p one long two short beeps

Two weeks ago my laptop just suddenly died for no reason. It was in sleep mode and never woke up. I have researched some forums and found that the best thing to do is try to call the number of Lenovo service. I cannot remember it right now, but please check another thread t61p and one long two short beeps. The laptop was out of warranty and according to lenovo site it was 31. July was the last day for replacement claims, however nobody asked a question regarding warranty or replacement. Lenovo sent the box promptly and whole turnaround was in 3 days.
I was really surprised with efficiency and service.
So, if you are in the same situation please give it a try.
Good Luck!

I have used support service a few times and they have always been professional and helpful the support center in Ga. I called last night for my wireless card its on the way to me now I've never had any problems
Thinkpad R61 7733-1GU
Thinkpad X61T 7762-54U
Thinkpad X60T 6363-4GU
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If a post answers your question, please mark it as an "Accepted Solution"!
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GMAC

How do I find and install a previous version of iTunes? I had a terrible experience with installing Yosemite, which I de-installed by reverting to a Time Machine backup prior to installation. iTunes did not revert.

After totally hosing up my mid-2011 MacBook Pro with a Yosemite installation, I retrieved Mavericks from Time Machine. It worked fine, except iTunes stayed the current (Yosemite) version. I ran the 8.1.2 update on my iPhone 5c this morning, and it refused to restore at the end of the process. Fortunately I own a Not Updated Mac Air and an iPhone 4s, so (with a very helpful ATT tech support person) was able to get the 5c back. Any ideas?

Sometimes this works - try putting the new iTunes if a folder and see if you can install it. You might have to re-index Spotlight.
Spotlight – Re-index
Can you restore it from your backup?

Terrible experience with Verizon customer care. Need update on security deposit.

Hi,
I disconnected my FIOS internet service about two months back. When I took the connection last year, I was asked to pay a security deposit of $400 and I paid this. After disconnecting FIOS, I am trying to get the status of the refund of my security deposit.
I have called close to ten times to the customer care and all the times, I have been given either false information or I was told they would call me back and that would not happen.
At this point, I am extremely disappointed and surprised about how an organization like Verizon could be so unprofessional.
I need to know the status of my security deposit. Has anyone else faced this kind of a problem? How was this resolved?
Regards,
Sathish

Since we haven't heard back from you or have received a form submission as requested in your private support case, it appears assistance is no longer required. If you need any future help with your Verizon service, please make a post here on the forums so we can assist.
Anthony_VZ
**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

Terrible Experience With Adobe Upgrade

I purchased a copy of PS Elements 9 from Amazon in early October. I noticed that version 10 was out and contacted Adobe regarding an upgrade. After registering my PSE 9 and emailing my Amazon receipt as requested by support, I was told that I was not elgible for an upgrade because my PSE was already registered to another user. They suggested that I contact Amazon. This is pure @#$%. My software came in a sealed box from Amazon with no signs of tampering, etc. I have started 3 different support cases and called 3 different times with no results. The last time they escalated my case to Level 2 but I haven't heard from them for the past 3 weeks.
Does anyone have any suggestions for cracking this problem?

It really depends how close the date of purchase was to the first launch of PSE10.
http://kb2.adobe.com/cps/153/tn_15304.html#main_I_meet_the_requirements__How_do_I_place_my _order_

My ongoing terrible experience with Verizon.

Let me start from the very beginning. On May 24th 2013 I moved from apartment #814 to apartment #1611 in my current building. Being the organized individual that I am I called verizon about 2 to 3 weeks prior to my move to schedule a technician for that day to come transfer my service. Seems simple enough, its not.
On my 23rd, I recieved my first reschedule call from verizon. They informed me that they were having "engineering" issues and that my new date for a technician would be June 15th. Well thats just ridiculous, I planned on calling them tomorrow to get everything sorted out. To my astonishment Verizon called me the next day before I could call them. I assumed they were calling to correct their mistake, however, i was flabergasted to find out that they couldnt install my fios on June 15th but would need to reschedule to June 30th. One thing I forgot to mention, was that in both cases, these were messages left on my answering machine, where mind you, Verizon had the wrong apartment number.
I got home that night and called Verizon. After spending over a half an hour on the phone with the customer service representative, they asked what time it was where lived (ridiculous considering they have my address). After telling them the time I was informed there was nothing they could do as the offices in my area were closed.
Now we get to the first good sign in an otherwise gloomy story. The next day i spoke on the phone to a wonderful woman who promised to help me. After she was locked out of changing my address by the verizon system she decided she would just cancel the order and place a new one. I wasnt super pleased about this as i would now have to sign up for a 2 year contract instead of just continuing with my old one, but I need the service so i agreed. She fixed my address and set me up for a technician to come out to my apartment on June 5th. FInally some good news.
Guess what? on June 4th I receive a call from verizon informing me that they would need to reschedule for June 11th. Ugh again, this is getting to be absurd. Little did i know it was just the beginning.
On June 9th, i got a call from Verizon confirming my appointment for June 11th from 1-5. On June 10th i got a call from Verizon confirming my appointment for June 11th from 1-5. On June 11th i took a half day from work and sat at my appartment starting at 12:30pm.
At around 4:30pm i decided to call Verizon and check the status of the techician. After 20 or so minutes on the phone with the customer service representative I was told that there are notes on my account that someone was supposed to call me that morning to reschedule my appointment for the 24th of June.
Unbelievable, now not only had Verizon reschedule my appointment for the fifth time. But they forgot to call me costing me time that I would otherwise be paid for. So after calmly expressing my frustration I decide to try and work with the customer service representative to figure out what is going on and why i keep getting rescheduled.
We spent about an hour on the phone with her talking to the service people in my area and then relaying the message to me (verizon wont let you talk to the service center directly). The reason they kept giving was "engineering" and they need to install fios in the area.
I have a couple problems with this accessment. Number one, I had fios that worked just fine in my apartment 8 floors down. It worked up to the day they turned it off. Now, why couldnt a technician just turn it back on in a different apartment? I had all of the equipment already. Number 2, if they are working on the system, does everyone in my building lose fios? Do they just have the old version? Frankly, hook me up with that old stuff, i dont care, i just want some internet. Number 3, maybe fios isnt in the whole building? nope, you would be wrong again, it is. All of my neighbors on my floor seem to have great working fios. Why just my apartment.
Anyway, my troubles still continue as I am now scheduled to have a technician come out on June 24th. My one month aniversary without service. Thanks for the wonderful present Verizon. I hope you dont stand me up, again...

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases".
There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

My terrible experience with Apple's costumer service (PLEASE READ)

I have been a loyal customer with Apple and iTunes for about 6 years now. Being a lover of music I always tried to avoid downloading it off the Internet because I believed in supporting the artists and supporting things like iTunes for selling their music in a fast convenientway. About 2 months ago my younger brother wanted to start buying content off of iTunes on our family account, but couldn't because there were already 5 computers authorized on it even though there should only be 4. We looked through all of our old computers but couldn't find the one that was still authorized and not being used. We tried to de-authorize all the computers on the account but we're told that we had to wait a year before doing so (which by the way is extremely inconvenient and completely pointless in my opinion). In order to fix this problem I decided to create my own account so that my brother could take my place on the family one. After a couple of days of buying/listening to music on my new account I ran into a problem. About 500 of my songs plus a lot of other content could no longer be used because I was no longer authorized on the account that I bought them on. Being an optimistic person I assumed that Apple/iTunes customer support/service would be able to fix the problem easily. I went to the site and found it difficult to find any information relating to my problem or to find a number I could call. When I finally found a number I called it and to my surprise found myself having to speak commands to a machine (which by the way is the last thing people want to deal with when they need assistance, and it is very frustrating). It took me 7 tries to finally get through to someone because the machine had no idea what I wanted and kept hanging up on me. I talked with a customer service representative and explained the situation to him. I then asked him if he could possibly de-authorize all the computers on our family account, and he said that he could not and provided no explanation as to why. So then I asked him if he could transfer the content that I paid for on the family account to my new account and he said no. Finally I asked him if there was anything he or I could do to fix the problem and the only thing he suggested was that I'll just have to buy all the content again on my new account. I told him that was about 500 songs, 10 TV series, 10 movies, 9 audio books, and about 25 apps, which would probably cost around $1000. But he just repeated that there was nothing he could do. I was so disappointed with the lack of helpfulness from their customer service and with the way I was treated that I will no longer purchase music, movies, TV series, or anything that isn't an app from the iTunes store. I spent about 5 days replacing every song I could no longer listen to by downloading off the Internet. I even had to delete some of the songs because I could not find a downloadable version. They have officially lost a loyal iTunes customer and I hope this complaint will open their eyes a little. Thank you for taking the time to read this.

I realize the number I called was not for iTunes store support, but I thought that they would at least be able to help me or point me in the right direction.
Sorry, you knew that the number you called was not for iTunes Store support, but then you got upset because they couldn't help you? That seems rather unfair of you in my view. Not being party to the conversation and hearing what was said, I can't address the second issue of why they weren't able to point you to the form. Perhaps they did and you just missed it.
Again, this post will convey nothing to anyone who can do anything about it. If you just want to comment to Apple, use their feedback pages:
http://www.apple.com/feedback
If you want actual assistance from the iTunes Store, contact them via the form I linked to above. There is, again, no phone support for the iTunes Store. You can express your desire for such phone service to Apple via the feedback page, but it's highly unlikely that Apple will ever find it cost-effective to provide that.
Regards.

Terrible Experience With Lenovo X200

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