Worst service experience...irresponsible lenovo customer support
This is conversation I had with some of the officials of lenovo.
Not a single person found responsible, starting with Sales support , technical support, Salesservices ED..and list goes on.
I cried out my issue about 15-17 times to different person, not a single person have kept any track of it niether it is resolved yet. And after all the hustle the final email answer comes from lenovo's Service ED is that they cant help contact local lenovo!
Worst service ever anyone can provide!
I am pasting my email conersations with the "officials" and persons of lenovo :
---------- Forwarded message ----------
From: Services_ED <[email protected]>
Date: Monday, November 10, 2014
Subject: Repair of Lenovo ultrabook laptop - model number U410
To: XXXXXXXXXXXX
Dear Customer,
Thank you for reaching to Lenovo India.
Request you to get in touch with the respective country for further assistance.
Thanks & Regards,
Services-Executive Director
Email ID - [email protected]
From: XXXXXXXXXXXX
Sent: Saturday, November 08, 2014 10:10 AM
To: Services_ED
Subject: Re: Repair of Lenovo ultrabook laptop - model number U410
Sir,
It is surprising to note that a customer of “Lenovo”, supposed to be a good brand ,has such a pathetic after sales service.
Just imagine that a customer is not able to use the system due to non- availability of Lcd rear screen ( part no 90200798 ). God only knows what happens when there is problem with hard disc or some important part.
I have been trying for over 3 months now both at your Bangalore office ( at-least 20 times ) service contact no and in US on 877-453-6686 at-least 10 times.
Your service centre has sent me the wrong part and are not accepting to refund the amount paid USD 72.87
Even after providing all relevant information about the problem and the product delaying tactics are being adopted by putting irrelevant questions.
All desired informations are given below once again.
1. Attached the copy of bill
2. Ordered the part by calling Lenovo (877-453-6686)
Day before yesterday I called Lenovo (877-453-6686) and had a conversation of 1 hour and 10 minutes in which the employee gave me an assurance that I will receive an email within 24 hours and he even told that he has made a note of calling me on 06 Nov, 2014 and check with me whether I have received the email or not. I neither have received the email nor I have received a call from him. The employee id is 198558.
Looking to the attitude of the so called service department of Lenovo I will be left with no other option but to post the case on all social media sites so that the world knows the true face of Lenovo’s service department. I will also be constrained to take legal measures for recovery of the loss .
Please treat this as the final call and ensure that the problem is attended not later than 10th November 2014.
Thank you.
On Wednesday, November 5, 2014, Services_ED <[email protected]> wrote:
Dear Customer,
Requesting you to share the below details where you have contacted for the repair.
Service center details with number
Copy of the bill paid.
So that we can proceed with the case accordingly.
Thanks & Regards,
Services-Executive Director
Email ID - [email protected]
From: XXXXXXXXXXXX
Sent: Wednesday, November 05, 2014 8:32 PM
To: Services_ED
Subject: Re: Repair of Lenovo ultrabook laptop - model number U410
Well I tried contacting them, I ordered the part number 90200798 but when I received it was the wrong part number which was delivered to me. When I call the customer care, they say that the part number is available when I try to order that they say it is not available to order. Even I still have not received the refund of the wrong part they have sent me. I just don't understand why such kind of poor service is being provided inspite Lenovo having such a good brand name. I request you to look into this matter aa it is becoming a serious issue and since 2 months I am unable to use my laptop.
On Wednesday, November 5, 2014, Services_ED <[email protected]> wrote:
Dear Customer,
Firstly, I would like to thank you for considering Lenovo and reaching out to me and providing your valuable feedback.
We regret to hear the issue and I would kindly request you to reach out to our technical support team and you may be rest assured that they shall provide you the appropriate information in providing the authorized Lenovo service center address so that the below issue can be resolved.
IDEA : 1800-3000-5366 / 1800-419-7555
Thanks & Regards,
Services-Executive Director
Email ID - [email protected]
From: XXXXXXXXXXXXXX
Sent: Wednesday, November 05, 2014 1:15 PM
To: Services_ED
Subject: Re: Repair of Lenovo ultrabook laptop - model number U410
The serial number of the machine is QB05590775. The laptop is Lenovo Ideapad UltraBook U410.
On Wednesday, November 5, 2014, Services_ED <[email protected]> wrote:
Dear Customer,
Firstly, I would like to thank you for considering Lenovo and reaching out to me.
Kindly share us the machine details so that we can have the team concerned reach out to you and provide you the best possible resolution.
Thanks & Regards,
Services-Executive Director
Email ID - [email protected]
From: XXXXXXXXXX
Sent: Wednesday, November 05, 2014 11:31 AM
To: Services_ED
Subject: Repair of Lenovo ultrabook laptop - model number U410
The customer care,
I had purchased a Lenovo Laptop Model number U410 from India in September, 2012 and later I moved to Dallas in August, 2013. After an year of use I faced the problems during opening / closing the screen. I contacted a vendor locally and he informed that part number 90200798 has to be replaced. I have tried at all the places in India and got this requirement registered at Bangalore customer care who have finally confirmed that the model is discontinued and the spare part number 90200798 is not available in India now.
I request you to kindly guide me as to where this can be repaired. It is surprising to note that a product which could not be repaired despite my best efforts.The customer care in US tells me that they have the part number when I try to order it they send me a different part number.
Me and my friends have been preferring Lenovo products and therefore request you to take up my case on priority and under special treatment.
Thanking you,XXXXXXXXXXX
I am not anymore expecting form these people to solve this problem, because they do not care about customer; and it evident from their careless responses.
This is an attempt to help and save someone's money, this may open someone's eye and stop them from getting in to this poor service trouble!
I will try my best to reach every possible social media with this!
Hello User288840,
It was very kind of you to purchase a Lenovo laptop for your daughter before she went off to college! I’m sure such a purchase was intended to help her through her studies, and I’m truly sorry to hear that she’s encountered issues with the touch-pad so soon after purchase.
Generally speaking, outside of the Return & Exchange Promise we would attempt to repair the laptop under either a manufacturer warranty or a Geek Squad Protection plan (if one was purchased) depending on the issue at hand. While it is nice to hear that one store may have been willing to offer an exchange, this would be considered an exception and not all stores may be willing to provide such an option. However, this information should of course have been shared with you in a respectful manner, and I apologize if it wasn’t.
Using the information you registered with the forum, it seems that this purchase was made in August of 2014, putting you far outside the Return & Exchange Promise. I am sorry if the solution offered by the secondary store did not coincide with the first store’s option, and that their solution of repair was unsatisfactory to you. With that said, I would encourage you to return to the store to see what repair options we may have for you. Please let me know if you should have any questions.
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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I called Sprint yesterday and was treated terribly by tech support because I didn't want to switch devices. They as much as called me outright stupid for wanting to stay with my Palm Pre. Even though they agreed that all four phones were broken out of the box and that I was not at fault. They refused to help on the basis that Palm Pre's were being recalled and no longer would be available at Sprint. I was so upset that I called Palm immediately and found that to be untrue. Thankfully. Despite all the issues I had, I don't believe it was Palm's fault. I believe the Authorized Retailers were selling refurbished phones as new. Especially after finding out that my husbands' Samsung Moment had over 400 hours of talk time a week after he bought the phone. So, after being lied to by Sprint, I called Palm and the Tech's were very helpful and very empathetic and are sending me a replacement phone. They waived the fee since this is to be my 5th replacement and I was extremely surprised at how helpful they were.
Further, this morning I got a phone call from an unknown number... which I almost didn't answer but I did and it turned out to be a Palm Corporate Customer Service Rep who had read some of my "rants" on here. He apologized and we talked for a while about the problems I had with R**** $&*** and Sprint. He then offered to replace the Touchstone I had purchased earlier this month and offered to call me after I receive the replacement and the TS kit to make sure there was no problems... which I believe he will. SO, I am a person who is very happy with Palm. If I am wrong, I will say I am wrong... especially if my experiences could had given people pause about buying this phone. I am sorry. It is truly a great company, who does care about their customers and their opinions.
So, if you do end up being one of the few people who have an issue. Try Sprint once and if they don't fix the problem... call Palm and they will take care of you. I got caught up in a cycle of reading other people examples (and who knows how much a situation is exaggerated) and expected to receive horrible service from Palm. But I didn't and I am glad that I stuck with them.
If anyone reading had a similiar experience from Palm where they went above and beyond the call of duty to restore your faith in the company... please post if you have the time. Thanks againI am sorry if I didn't explain clearly but Radioshack is the first place I bought my phone from... as an authorized retailer I assumed that if it was new, it wouldn't be broken... but after the first two, I got online and found another story where Radioshack got caught selling a refurb Palm Pre as new. The guy bought it took it home and it had some defect (that I can't remember) and when he went to Pandora App, he found that the previous owner had signed in and it hadn't been cleared out. So.... I don't know... but I agree with you because you still see the problem clearly. Sprint acts as though they are supportive of Palm, but if you have the slightest issue, they throw Palm under the bus and won't back a far superior product. I do agree that there are some issues with the Palm build, but I think that it has more to do with the owner than anything. If you have the time and ability to take care with your Pre, then it will probably last longer than someone who just jams the charger in the port or anyone who doesn't baby the phone 97% of the time. I am sure some people are going to say that you shouldn't have to take sure care with a phone and I agree, but unfortunately that is just the case for now. I have faith that the next webOS device is going to be of a spectacular and solid build quality. And the rep that called me about the charger kit said some about a future device, I don't know if he was just talking in general or if there is actually a device in the makings but I hope so!
http://forums.precentral.net/palm-pre/240804-still-my-1st-pre-proud.html#post2368881
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Absolutely the WORST customer service!!! Customer disservice is more appropriate! Bring back support to the U.S.!
Hi richmc. I will only deal with the last part of your message.
You say that you want to use Outlook 2007 to collect your mail. That is not a problem, it is just an email client. BT do not supply this email client. Microsoft do.
You cannot expect BT to be able to assist customers with all the different email clients available to use. You can get the server details etc to set it up yourself.
Most ISP's are the same on support issues for things that they do not supply.
BT do have a paid support service if you did want to use it but for things like email setup it should not be needed.
You also say that you have your own domain names. These NEED to be hosted somewhere to be able to use them for email.
I don't believe that BT do hosting anymore(Could be wrong). So you would need to get in touch with a hosting company, someone like Nethosting, 1&1, GoDaddy etc to set up an email hosting account and then set up your email client to your hosting companies email servers.
toekneem
http://www.no2nuisancecalls.net
(EASBF) -
Call 1: I spoke to them to see if I was eligible for an upgrade. It turned out they had accidentally counted a temporary phone switch to an old device as an upgrade. The representative was extremely slow minded and took over an hour to read through my notes and process what I was saying happened, consulting with his supervisor multiple times. He claimed to have noted everything and told me I had to go to a verizon store to verify in person that I was still using my original phone, and that then I would be able to get an upgrade immediately.
Trip to the store: Drove an hour only to be told by the store rep that there were NO NOTES on my account about the issue and there was nothing he could do to help me and that I'd have to call customer support again. The store was closing in 20 mins and customer support seems to take 45 minutes minimum to resolve anything, so I left.
Call 2: Asked a woman to speak to a supervisor about the guy who wasted 2+ hours of my life and gas money. She put me on hold for a long time, came back and said they were all busy right now, would I like to leave my complaint with her? I said no thank you, I will keep waiting. She said ok, and proceeded to hang up.
Call 3: Asked a different woman to speak to a supervisor, she put me on hold for a long time and then told me that since I wasn't an authorized user I could not speak to one... lol ok. Had a family member call and authorize me.
Call 4: Asked a guy to speak to a manager. He insisted on taking the complaint himself. Why would I trust someone to take a complaint about their colleague possibly sitting a few desks away when many of them have proven to be incredibly incompetent already? It sounded like we were making progress... then he hung up too.
Call 5: Asked yet another woman to speak to the manager. She demanded a reason, I told her it was to make a complaint and she told me about a dozen times that the managers would just tell her to take the complaint. I insisted, she refused... finally I threatened to close all of our accounts unless she let me speak to a manager. She said they couldn't right now since the office was closing soon, but that one would call me within 24-48 hours. I'd bet my life savings that never happens. At that point I tried to talk to her about the original upgrade issue, and she said her system had suddenly crashed and that I'd have to call back the next day... Seriously???
Absolutely unreal how horrible their customer support is. Will be switching to T-Mobile immediately.Having worked in customer service, I have some experience with this kind of situation. Reps are typically trained to make all attempts to handle complaints by themselves, because there are obviously many more reps than supervisors. They're usually REQUIRED to fully authorize the account and to get the whole situation from the customer prior to referring you to a supervisor. One of the biggest problems is that many customers think that demanding a supervisor is a way to guarantee you will get what you want. If the reason for your request to escalate isn't a valid one, the supervisor won't give in to you either.
There are plenty of times in my own experience, especially as a brand new rep out of training, that I took a long time to research and get an understanding of the issue. Yes, I wasn't moving at light speed, but that doesn't make me an idiot. It means I was trying to gather as much info s possible to try and deal with the issue. But I had plenty of customers tell me I was stupid and to transfer them to my supervisor, simply because I took longer than their patience could tolerate to get all the details I needed.
I have never had a job that I executed flawlessly day in and day out. Maybe you have and that's why you can't tolerate a person taking a little longer to wrap their head around the issue, but I'd rather doubt it.
I also don't think you will find reps who work at light speed and utilize a magic wand to fix people's issues at T-Mobile, either, but I guess it never hurts to try.
Just to clarify: I do not work for Verizon and never have. I worked for a residential phone and internet company. -
Worst customer support experience!
I bought a brand new Toshiba 40" (40FT2U) in January 2012. On April 4, it died. Toshiba reports that it is a failed Mainboard and would arrange for someone to replace the bad part. As of April 16, the part is still on back order and there is no eta on when it will be repaired.
I was escalated to Chris in Customer Support, who basically told me too bad. He asked me to send my sales slip over and he would contact the repair center 4 days from now. After that, he would call me back to advise how much longer it would take until it could be repaired. When I asked to speak to his manager, I was advised that he "had already answered that question" and he disconnected me.
I have called the Corporate Office and asked to have a manager call me back regarding both Chris' rudeness and on the repair experience I'm having regarding a brand new television. I don't actually expect anyone will call me, but I work as a Supervisor in IT Customer Support and can tell you that heads would roll if one of my staff spoke with a customer the way Chris spoke to me.OH MY GOD!!!!! I am horrified reading this thread.
I am in the same boat as exactly 4 other users all quoting the same reply from customer service execs for the same Model.
I got a 40" 40FT2U1 LCD on 10th Feb. The TV died and failed to even turn on on 27th April. Since then I have been following up with the customer support and the only answer I get is the case has been handed over to the service partner Nexicor.
Toshiba refused to give an ETA on when the TV will be fixed pusing the responsiblity on Nexicor. Nexicor says the ETA is 24th May to the part to be available. Tech will schedule an appointment after that to come and fix the TC
I tried talking with two case manager they just keep saying that we have to wait for the part to come. Looking at the earlier replies in this thread, TOshiba is clearly struggling to get the spare in time to the repair techs.
I was completley disgusted when a case manager started counting 14 business days to make any other statement. I said stop givving rubbish excuses and put forth the exact situation.
Toshiba being the part provider should be able to stand and clearly say that the spare are not in stock. No product spare takes 4 weeks in backorder. In my case the mainboard is to be replaced.
I completely understand that electronics do fail and they can fail unexpectedly. However what matters is living to the brand name and providing good service in such situations.
I can definielty say that the Model is a lemon for sure considering the amount of failures that occur within the first 3 months of usage.
If you cannot repair the TV in reasonable time, replace the TV with another one of different model and comparable specifications.
Thats is how you stand behind your products , own responsiblities and provide customer support.
I too work in the a customer facing support environment and give excellent customer service. -
DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I'VE EVER HAD at Verizon Wireless.
DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I’VE EVER HAD at Verizon Wireless. I have been trying to return my Iphone 5S for the past week. I’ve been to 3 different Verizon Wireless stores in 2 states and have spent countless hours trying to get the return processed. The Verizon Wireless IT system is literally INCAPABLE of processing my return. I purchased an Iphone 5S under the Edge plan. I traded in my old Iphone 4S and was given a gift card. This gift card went towards the payment of the first month of the Edge plan, the tax on the 5S, and a screen protector. When I tried to return the device after 1 week the system literally could not process the return in multiple stores. A call was put into the operations department on my behalf 5 days ago and I haven’t heard anything back. I am not looking for a handout or a freebie I just want to return my phone as I am allowed to do under Verizon Wireless’ terms and conditions. Today is the last day of the 2 week return period although I was assured by a store manager that this will not apply to me due to my situation but I am skeptical given the situation. I would like to get this resolved ASAP. I am incredibly frustrated and disgusted and if/when I am able to return this device I would strongly consider leaving Verizon. I would think the largest carrier in the country would be able to process a simple return. This is totally unacceptable.
Hello cmc29,
I would like to truly apologize for the state of affairs you’ve found yourself in, as it’s never fun to be without a washer (or dryer) for any length of time. For me, laundry just seems to appear overnight, and I can only imagine how daunting of a task washing all of it would be after watching it pile up for a few weeks. I’m sure it only complicated things when our appointments continuously fell through for various reasons, and I’m sorry for the aggravation this added to already frustrating situation.
When your delivery day arrives, you should receive a call from us to narrow down the time frame to a 2 hour window. This is done because our delivery agent’s schedule isn’t fully determined until the day of service as our customer’s needs may change prior to the delivery date. These routes are then best optimized to fit the appointments scheduled for the day. After looking through your delivery date for your dryer, I see that your slot was from 5:30 to 7:30. Something was clearly miscommunicated if you thought otherwise though, and it’s even worse to hear that it arrived in less than pristine condition. Please know that I’m looking into this to see what options we may have to fix this.
Upon review of your order, I see that your washer is awaiting transit from one of our warehouses to one near you. Please know that I’m currently collaborating with both of them to make sure they are aware of your impending delivery date of 8/4, and I’ll update you as soon as more information becomes available.
I greatly appreciate your patience, and I’ll be in touch very soon.
Alex|Social Media Specialist | Best Buy® Corporate
Private Message -
How do you get an actual human being to speak with at apple to help with customer service?
The Apple Support COMMUNITIES is a user-operated apple-run page where users of the COMMUNITY help other people the best they can. Apple employees do not have anything to do with this page apart from own the servers and design it. If you want to speak to Apple then go to their Customer Support here: http://www.apple.com/uk/support/contact/
Remember, this isn't a customer support page, it's a community forum based on using Apple products. If you wish to refer to Apple employees then this is the wrong website.
Hope this helps.
- bi9scuit -
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
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Poor Customer Service Lenovo Customer Care
Hi,
Honestly, I do not know that I would even get a response to this or not, cuz that has been my experience with Lenovo, Please look at the following for better understanding of my mindset:
---------- Forwarded message ---------- From: Malwinder Singh <[email protected]> Date: Sun, Nov 23, 2014 at 10:32 PM Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013* To: Pavan <[email protected]>, [email protected]
Hi All,
I would like to bring this to your attention that it has been another 10 days now since I have received any response from your team. It seems as no one is interested in taking care of this issue. This is really insulting and this is humiliating that I have been following up with Lenovo from this long time and I am not getting any response from you guys.
If you are not interested in helping me, then please let me know, so that I should go to some local vendor to get this fixed. This is becoming the ridicules experience with Lenovo. I was thinking that it is only HCL which was proving such service, that was ruining Lenovo's name, however Lenovo herself does not care about it's customers.
I will never buy anything of Lenovo ever again.
Malwinder
On Fri, Nov 14, 2014 at 4:54 PM, Malwinder Singh <[email protected]> wrote:
Hi Pavan,
This was the exact response which I got from you 7 days ago and nothing happened.
The kind of response I am getting from Lenovo on this is proving that Lenovo is not interested at all in resolving the issue or to help me.
No one is even bothered to send an email or to call me to resolve this issue. You guys can easily call me and help me download the ROM for Lenovo S820 Row and guide me to install the OS on my phone, but you are not doing that at all.
It's been almost 10 days since my phone is off and my work is hampering due to this, but no one is bothered to take lead and fix this issue.
I am really disappointed from Lenovo because of the customer service I have received and would avoid buying any Lenovo Products in future. I would rather like to go with a company who provides good service to there customers when they need it, instead of just ignoring their problems and issues.
Regards,
Malwinder
On Fri, Nov 14, 2014 at 4:30 PM, Pavan <[email protected]> wrote:
Hi Malwinder,
Please be rest assured we are looping our MIDH Team.
Hi Rakesh,
Please assist in expediting the closure of this case at the earliest please share the further updates.
Thanks& Regards,
Special Services Team
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 14 November 2014 02:37 To: Pavan
Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
Hi Team,
The last response I received from you guys was almost 7 days ago.
Please reply to this email and let me know if you are unwilling to help. I am not able to use my phone or get it checked anywhere outside, because you informed me that you are working on this. However, I neither received any call or email from your end from last 7 days.
Please reply to this email and let me know how should I proceed.
Regards,
Malwinder
On Fri, Nov 7, 2014 at 4:24 PM, Pavan <[email protected]>wrote:
Hi Malwinder,
Please be rest assured we are looping our MIDH Team.
Hi Rakesh,
Please assist in expediting the closure of this case.
Thanks & Regards,
Special Services Team
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 06 November 2014 00:39 To: Pavan Cc: Mir Zahed Ulla; Special Services.; [email protected] Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
Hi Team,
This is in reference to the trailing email.
I haven't heard from anyone regarding the below request yet. Is anyone following up on this or when can I expect a call from someone regarding this?
Regards,
Malwinder
On Tue, Nov 4, 2014 at 1:51 PM, Malwinder Singh <[email protected]>wrote:
Hi Pavan,
Please find the details you requested:
Request you to please share the IMEI1 #: 860365028694434
Request you to please share the IMEI2 #: 860365028694442
Request you to please share the Contact #: +919899944996
Regards,
Malwinder
On Tue, Nov 4, 2014 at 5:23 AM, Pavan <[email protected]>wrote:
Dear Mr. Malwinder,
We deeply regret to learn the amount of inconvenience you had to undergo on behalf of Lenovo.
Firstly, allow us to apologize on behalf of Lenovo, What we understand from your issue stated is that you are dissatisfied with the issue reported and also regarding the hardware issues that you’re facing with the machine, however we would like to inform you that we are positively interested in resolving your concern.
Request you to please share the IMEI #: __________________________________________
Request you to please share the Contact #: __________________________________________
Thanks & Regards,
Special Services Team
Email ID - [email protected]
From: Services_ED [mailto:[email protected]] Sent: 03 November 2014 18:05 To: Malwinder Singh; [email protected] Subject: RE: Quality of Service provided by HCL for Lenovo
Dear Customer,
Firstly, I would like to thank you for considering Lenovo and reaching out to me.
Hi Team,
Please look into this case ASAP.
Thanks & Regards,
Services-Executive Director
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 03 November 2014 17:13 To: Services_ED Subject: Quality of Service provided by HCL for Lenovo
Dear Mr. Ghosh,
I used to be the loyal Fan of Lenovo products till today. I have two Lenovo Laptops and 3 Lenovo phones within my family, as I used to love Lenovo products.
But today all my views about Lenovo changed because of one HCL guy Paramjeet (55004428). This guy gave me such a worst experience of my life when it came to customer service of Lenovo, that I am no longer a fan of Lenovo products.
The issue was simple, my android OS got corrupted and my phone's warranty will be going to expire on December 22, 2014. So I went to your customer service hoping to get the OS reinstall and start working with my phone. But this guy simply said NO to me as there was a slight crack on my screen. He said my warranty is now void as there is a crack in my screen and I will not get any support on this until or unless I do not spend 8000 Rs to change the screen first. When I asked him to give me this thing in written, he denied saying that I am not going to give you anything in written. The guy was extremely rude. I did not ask him to change the screen under warranty, All I asked was to restore my OS. Further, my phone charger (not working) which has got nothing to do with a crack on the screen of phone. He said that the warranty is expired for it as well.
I thought that Lenovo was a respected company who actually cares for it's customer, but I know that Lenovo is just another company who simply treat it's customers nice only till the product is not sold. Once the product is sold nobody gives a **bleep** about the customers.
Today I realized that there is no difference between the customer service of phone company like Micromax and a big and trusted brand like Lenovo.
I really do not know what action you will take on this, but if this is the level of customer service provided by Lenovo, then that day is not far when your customer will start moving to another competitor.
Regards,
Malwinder Singh
And this time, its been more then 8 days since my last email and more than 15 days since Ireceived any call or email from Lenovo Customer care and no one is even bothered to reply.
Regards,
MalwinderHi,
Honestly, I do not know that I would even get a response to this or not, cuz that has been my experience with Lenovo, Please look at the following for better understanding of my mindset:
---------- Forwarded message ---------- From: Malwinder Singh <[email protected]> Date: Sun, Nov 23, 2014 at 10:32 PM Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013* To: Pavan <[email protected]>, [email protected]
Hi All,
I would like to bring this to your attention that it has been another 10 days now since I have received any response from your team. It seems as no one is interested in taking care of this issue. This is really insulting and this is humiliating that I have been following up with Lenovo from this long time and I am not getting any response from you guys.
If you are not interested in helping me, then please let me know, so that I should go to some local vendor to get this fixed. This is becoming the ridicules experience with Lenovo. I was thinking that it is only HCL which was proving such service, that was ruining Lenovo's name, however Lenovo herself does not care about it's customers.
I will never buy anything of Lenovo ever again.
Malwinder
On Fri, Nov 14, 2014 at 4:54 PM, Malwinder Singh <[email protected]> wrote:
Hi Pavan,
This was the exact response which I got from you 7 days ago and nothing happened.
The kind of response I am getting from Lenovo on this is proving that Lenovo is not interested at all in resolving the issue or to help me.
No one is even bothered to send an email or to call me to resolve this issue. You guys can easily call me and help me download the ROM for Lenovo S820 Row and guide me to install the OS on my phone, but you are not doing that at all.
It's been almost 10 days since my phone is off and my work is hampering due to this, but no one is bothered to take lead and fix this issue.
I am really disappointed from Lenovo because of the customer service I have received and would avoid buying any Lenovo Products in future. I would rather like to go with a company who provides good service to there customers when they need it, instead of just ignoring their problems and issues.
Regards,
Malwinder
On Fri, Nov 14, 2014 at 4:30 PM, Pavan <[email protected]> wrote:
Hi Malwinder,
Please be rest assured we are looping our MIDH Team.
Hi Rakesh,
Please assist in expediting the closure of this case at the earliest please share the further updates.
Thanks& Regards,
Special Services Team
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 14 November 2014 02:37 To: Pavan
Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
Hi Team,
The last response I received from you guys was almost 7 days ago.
Please reply to this email and let me know if you are unwilling to help. I am not able to use my phone or get it checked anywhere outside, because you informed me that you are working on this. However, I neither received any call or email from your end from last 7 days.
Please reply to this email and let me know how should I proceed.
Regards,
Malwinder
On Fri, Nov 7, 2014 at 4:24 PM, Pavan <[email protected]>wrote:
Hi Malwinder,
Please be rest assured we are looping our MIDH Team.
Hi Rakesh,
Please assist in expediting the closure of this case.
Thanks & Regards,
Special Services Team
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 06 November 2014 00:39 To: Pavan Cc: Mir Zahed Ulla; Special Services.; [email protected] Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
Hi Team,
This is in reference to the trailing email.
I haven't heard from anyone regarding the below request yet. Is anyone following up on this or when can I expect a call from someone regarding this?
Regards,
Malwinder
On Tue, Nov 4, 2014 at 1:51 PM, Malwinder Singh <[email protected]>wrote:
Hi Pavan,
Please find the details you requested:
Request you to please share the IMEI1 #: 860365028694434
Request you to please share the IMEI2 #: 860365028694442
Request you to please share the Contact #: +919899944996
Regards,
Malwinder
On Tue, Nov 4, 2014 at 5:23 AM, Pavan <[email protected]>wrote:
Dear Mr. Malwinder,
We deeply regret to learn the amount of inconvenience you had to undergo on behalf of Lenovo.
Firstly, allow us to apologize on behalf of Lenovo, What we understand from your issue stated is that you are dissatisfied with the issue reported and also regarding the hardware issues that you’re facing with the machine, however we would like to inform you that we are positively interested in resolving your concern.
Request you to please share the IMEI #: __________________________________________
Request you to please share the Contact #: __________________________________________
Thanks & Regards,
Special Services Team
Email ID - [email protected]
From: Services_ED [mailto:[email protected]] Sent: 03 November 2014 18:05 To: Malwinder Singh; [email protected] Subject: RE: Quality of Service provided by HCL for Lenovo
Dear Customer,
Firstly, I would like to thank you for considering Lenovo and reaching out to me.
Hi Team,
Please look into this case ASAP.
Thanks & Regards,
Services-Executive Director
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 03 November 2014 17:13 To: Services_ED Subject: Quality of Service provided by HCL for Lenovo
Dear Mr. Ghosh,
I used to be the loyal Fan of Lenovo products till today. I have two Lenovo Laptops and 3 Lenovo phones within my family, as I used to love Lenovo products.
But today all my views about Lenovo changed because of one HCL guy Paramjeet (55004428). This guy gave me such a worst experience of my life when it came to customer service of Lenovo, that I am no longer a fan of Lenovo products.
The issue was simple, my android OS got corrupted and my phone's warranty will be going to expire on December 22, 2014. So I went to your customer service hoping to get the OS reinstall and start working with my phone. But this guy simply said NO to me as there was a slight crack on my screen. He said my warranty is now void as there is a crack in my screen and I will not get any support on this until or unless I do not spend 8000 Rs to change the screen first. When I asked him to give me this thing in written, he denied saying that I am not going to give you anything in written. The guy was extremely rude. I did not ask him to change the screen under warranty, All I asked was to restore my OS. Further, my phone charger (not working) which has got nothing to do with a crack on the screen of phone. He said that the warranty is expired for it as well.
I thought that Lenovo was a respected company who actually cares for it's customer, but I know that Lenovo is just another company who simply treat it's customers nice only till the product is not sold. Once the product is sold nobody gives a **bleep** about the customers.
Today I realized that there is no difference between the customer service of phone company like Micromax and a big and trusted brand like Lenovo.
I really do not know what action you will take on this, but if this is the level of customer service provided by Lenovo, then that day is not far when your customer will start moving to another competitor.
Regards,
Malwinder Singh
And this time, its been more then 8 days since my last email and more than 15 days since Ireceived any call or email from Lenovo Customer care and no one is even bothered to reply.
Regards,
Malwinder -
Worst ever Customer support in my life
Hello Team,
My Name is Anish Mathew and you can reach at my number xxxxxxxxxxx).I would like to report one of the worst customer support I have ever experienced in my life. I am not sure which email address I should be sending this,so marked on all addresses I got from the internet. Please forward this to the right people as I didn't find any escalation point.
The story begins around last week of June 2013 when my laptop(Lenovo thinkpad edge xxxxxxxxx doesn't detect my battery. Since it was out of warranty I went ahead and bought a new Lenovo genuine battery thinking that my battery is corrupt. But the laptop didn't detect the new battery. As a next step I reached out at one of your Authorized service center in Bangalore below.
Caddons Computer Services
No.3350, KR Road,
BSK II stage,Bengaluru-560070
Tel-26762986/87/88
As per the call with the technician I took my laptop to the service center. The initial response itself was pathetic. The problems seems like the chip that is supposed to detect the battery is no longer working. As per Lenovo we cant replace the chip instead we need to replace the Mother board which would cost me 14k. Rahul told me that he will extend the warranty and get the mother board replaced under warranty which would cost me 8k. We agreed this and gave the laptop on 29th June 2013.Attached is the service report copy with the dates for your reference.
Guys Today is 21st Feb 2014 and you know what still nothing has happened. Wont you get frustrated?. Since today I would have made like 100 calls atleast 1 in a week. Every time I call they would say " we will get back to you sir" and thats it. Today when I called Rahul he says Sir be patient it seems. Are you joking?. I have been showing patience for the last 8 months and in a couple of months we will celebrate 1 year(Anniversary). What would you expect me to do at this point?.I will never ever recommend a Lenovo product to a anybody that I know.Please close such pathetic service centers which frustrates your customers. I need an answer ASAP or planning to go to consumer court for Justice. I still expect positive outcome.
Moderator Note; private information, name of associate, s/n & picture showing s/n edited for member's & others' protectionYour complaint is with the computer store that you took the computer to. Go back to the store in person and get your computer back. They've had it long enough for you to know they are never going to fix it. Then call the Lenovo customer service number on this website (for India) and work with them.
This is a user forum, not a Lenovo customer service forum. By all means take the computer store to court (if the Indian court system is anything like the US system, you are wasting your time), but they are not lenovo..
Keith
Formerly 600E 2645, T30 2366, X31 2673, T40 2373, T41 2379, T42 2373, T42 2379, T60 1952, T61p 8889, T61p 8891
Currently T420 4177-CTO, T430 2347-A54, T430 2349-L64, T430 2347-UN9, T430 2342-CTR, Ideapad K1, H520S 2561-1LU -
Does Apple Canada have the worst customer support ever?
Yes! Ask me why...
I'm posting here a) to warn other Mac users what to expect if you ever need customer support and b) because there's no where you can actually e-mail comments to Apple, and trying to contact customer support has been fruitless (see below).
Here's what happened to me...
I bought my iBook just under three years ago - a few weeks ago, the logic board went. Now, because I purchased the computer less than three years ago, that's covered under the extended warranty for iBook logic boards (see here: http://www.apple.com/support/ibook/faq/).
Simple, right? Well, I took my computer in to my local authorized service provider about three weeks ago. They confirmed the logic board was the problem... copied my receipt for the iBook to prove date of purchase... agreed that it was covered by the warranty.
However, when they sent all this to Apple, their reply was that it was NOT covered because it was manufactured more than three years ago (although Apple's own website says it's purchase date - not manufacture date - that's important).
I called Apple last Monday to find out what was going on. Spoke to a nice fellow named Kevin who said he'd look into it, and call me back the next day.
Next day passed... no call. I called Kevin back left a message, and indicated I'd like to know what was going on.
Wednesday passed... no call. By this point, I'm getting anxious - the service provider can't move ahead without authoriztion from Apple, Apple's not returning my calls (or the service provider's) to grant authorization.
I tried Kevin again on Thursday. Left another message. No reply.
Tried back on Friday morning. Left another message. Still no reply.
Called customer support again Friday night. Antoine puts me hold for a half hour. I call back, explain that I've been on hold for half an hour, ask how long the wait should be. Antoine says two or three minutes. He puts me on hold again.
For another ten minutes.
I call back. Antoine explains that the reason I'm on hold is probably because customer service is closed. So why was I on hold for nearly an hour listening to terrible music? That's one of the mysteries of Apple customer support...
So here I am, with a computer that's been in the shop nearly three weeks, that can't be repaired because Apple won't honour its warranty, and no way to even find out what's going on, because Apple's customer service is such an unnavigable maze.
The sad thing is, I usually like Apples. I was even going to buy a new one this summer.
Now - not a chance.
The moral of the story? If you own an Apple, pray nothing ever goes wrong with it. If you expect your computer to ever need repairs, I'd suggest getting rid of your Apple now.
If you're considering buying an Apple - consider again.
As for me - from now on, make mine Microsoft.
iBook G3 700 Mac OS X (10.4.6)Does Apple Canada have the worst customer support ever?
I doubt it.
Seriously, would you like some help?
Call back, and don't mess around with Customer Service. Immediately ask for Customer Relations. These are the people whose job it is to make an unhappy customer happy again. They aim to please.
A polite, but seriously disappointed tone of voice is what you need, so take some deep breaths until you can achieve that.
There was an article in the February, 2005, issue of Reader's Digest called "How to Complain." Please read these tips. Then call and tell Customer Relations your sad experience with Customer Service.
How to Complain
You call customer service to complain about a product, and you hang up angrier than when you started. That’s customer rage, a feeling experienced by millions of people with a major complaint, says Scott Broetzmann, president of an American firm that tells companies how to offer the best customer service. His secrets to getting good service:
Have a goal
If you want your product repaired, say so. Want an apology? Speak up.
Keep it short
Focus on one problem, and be succinct.
Stick with it.
You have to invest the time it takes. Don’t get what you want? Ask for a supervisor.
Skip ultimatums
Don’t threaten not to do business with them again. Why should they help you if you won’t buy from them in the future?
Plead your case
Many companies have information such as how much money you’ve spent with them and how often you complain. If you’re a good customer, they may be more willing to help.
Be nice
You’re unlikely to get what you want if you’re rude.
Good luck!
(P.S. Microsoft doesn't make computers; just the crappy OS that goes on them.) -
WORST CUSTOMER SUPPORT EVER + COMPLAINT
WORST CUSTOMER SUPPORT ISSUE EVER - I purchased an HP Laptop in Sept 2011. I had an issue with my SD card reader and some flickering upon Startup on my screen. I was on the phone with 3 reps only for them to tell me that bc I was calling from a Canadian line, they had to transfer me to a Canadian rep (after I had already spent 50mins with an "American" rep). I called the number that was on my HP Support Assistant. After being transferred to my 4th "Canadian" rep, I asked them to call me back asap on my landline bc my cell phone was dying. Waited 10 mins - NO CALL. Had to charge my phone to use my browser on it bc I was left in the middle of a trouble shooting issue with no access to the internet to then look up a Canadian HP support number. Now on the phone with my 5th HP support rep, had to re-explain my issues with my laptop, he remotely tried to troubleshoot my issues from INDIA (Jon) he says his name is, and still no success. Total time on the phone now with HP 2+ hours. I asked to speak to the supervisor. Put on hold for 20 mins. Then my landline cordless phone DIED. "Jon" calls me back and puts me on hold again but none of my phones have any battery life so I asked numerous times for a box to be sent to me and he kept telling me I had to HOLD for a supervisor in order to authorize for a box to be sent to me. I hung up. I repeatedly told Jon, we attempted all the troubleshooting and driver updates and that I had to get off the phone immediately. WORST EXPERIENCE EVER WITH A CUSTOMER SUPPORT LINE AND STILL NO REMEDY TO MY ISSUES. I don't even know where to send a complaint. My frustrations with this laptop and customer support are through the roof bc I still have no remedy to this issue. {Personal Information Removed} And who knows if a repair box is even going to get sent. This is not a good situation for a grad student dependent on their laptop. All my contact information is in the ticket number. Hope that if someone from HP ever contacts me in regards to this issue will have a quick solution as I have spent more than enough time on the phone with them.
You're a close second in the race for worst experience but I think I win. I purchased my Pavilion on 11/28/11, under Walmart's special return policy eff. 12/26/11. That meant I had until Jan. 10 to return. Didn't even open and register until after Christmas as it was a gift to myself. On the 8th, I encountered some issues, shut down, rebooted later , had the same happen again. Tried twice more and gave up. On the 9th, same problem, finally got a HP # from a neighbor's kid, b/c I couldn't w/o a manual or laptop. Got some iYogi company who checked for viruses, etc and tried to frighten me into buying more spyware. They were actually affiliated w/HP, I found later. After that waste of time, went to my neighbor's again to google a number, got the correct one and began my nightmarishish journey into HP hell. Christina kept me on the phone an hour that night, checking for problems, setting into motion updates which she told me should correct the problem. I told her I was just going to return it the next day but she said to wait, to give them a chance to correct the problems first. She felt sure the updates would do it. Updates ran all night and were still running when I returned from from work the next day! I called tech support and it just got worse from there. In 9 days, I talked / held (for12 hrs&35 min) to 14 reps. Only 5 of were not rude and could be understood, the remainder horrible, absolutely horrible. By wasting my time with these people and allowing them to railroad me with their repeated attempts at recovery, I missed my window of opportunity to return the piece of junk. Oh - the salt in the would was that on the 13th, I spent one hour holding until they finally figured out the HP was having technical problems. The irony....
Anyway, when I discovered I couldn't return it, I thought, surely they will replace it or refund my $$, after all they are the self proclaimed "pc leader". They can't just not replace it or give me a refund, can they? I mean, this is America, that's what you do. Little did I know that they do indeed have in place the dreaded 21 day policy I'd read about in complaint forums. Before I realized this to be true, I accused a couple of tech support staff of stalling while that period expired. They denied it of course, just asking for "another 5 minutes" of my time. Apparently this is part of the "HP process" after all. They hold you, your time and your laptop hostage until they're satisfied that you have no recourse but to allow them to repair it and return to you. Now - I will be stuck with this worthless piece of ****. Whether it works or not after it is returned to me, I don't care. I will buy another and try to sell this on Craig's list. I have no confidence in their product and will NEVER buy another or speak to another HP person as long as I live. I could go on and on about the ludicrous, pathetic service I received because it is almost unbelievable but I'm sure most already know how insanely loathsome it is.
There is only thing that could make me feel better about this experience and wasting my hard earned 359.00. That would be to locate an HP store, taking the piece of trash there and throw at someone, watching it shatter into a million pieces. Unfortunately, I can't even get that satisfaction, as the nearest store is 200 miles away. So instead - I'm going to copy and paste this complaint on every site even remotely related to electronics, including Walmart's, Best Buy, etc. I'm going to email it to all my friends, associates. And then I'll put it on Facebook. I do have a Case Manager # for you though, although I hope that surely by now you don't need it. {Personal Information Removed} Knowing these guys, though, you probably still have no resolution. -
Worst Customer Support THINKPAD YOGA
Worst customer support ever. I have been transferred over 10 times (I think maybe 12 times now) while trying to resolve a very simple warranty issue. I am not sure if it has been resolved yet or if its working. Will check my warranty status a week later to see if changes are reflected if not, I guess I will have to endure more horrible services until it is resolve.
Story goes like this
I purchased this machine in the Microsoft Store in Toronto, I find that it is missing like 60-100 days from the warranty. I cannot register the warranty for my device online. I chat with the chat suport on lenovo website which redirected me to call the number on there. Get transfereed 6 times or something, than got told to email my proof of purchase receipt to a email with subject title involving my case. Did that few days later or a week I get a call today...
I get a call this morning got a case number, gets transfer to Atlanta Georgia support told the guy I am frustrated very the terrible customer support gets told to F OFF basically and says they're in the US they can't do anything to get Canadian information and hanged up on me (I think his name was Kenneth? Not sure, I would love to talk with Atlanta supervisor/manager of that support place to report him).
I call 18004267378 I luckily get the same guy which redirects me to the Atlanta support again. I received Frank who was pretty helpful gets transfer to Canada support again, Canada side couldn't help escalates me to a girl name Stephanie during the call midway the phone just hangs up/disconnect/she hangs up/I don't know... Call support again, received Canadian support, he looked at my case number and was helpful spoke with supervisor and gave me another case number.to follow up on(?).
TLDR: Long story short, I purchased this machine from Canada but it was appearantly registered/opened in America by whom I presume to be Microsoft Store to do their "SIGNATURE" install of Windows 8.1 which activated the warranty. I get bull stories from Lenovo Thinkpad support team from Canada and USA side accusing each other they can't fix it because I purchase the machine from America from the Canada side and the American side says they can't fix it because I purchase this machine from Canada side... Constant transfers of calls and escalations brings no hope. Maybe I got lucky and the Canadian support guy said he escalated this to his supervisor. I am not sure what happens, will check my warranty status a week later if it doesn't reflect I'll call again.
Any mods or someone at the company here can ask for my case number and PM regarding this issue.
This is very tragic event, probably will never ever buy anything from Lenovo anymore. If this was from Apple I probably would've gotten this issue resolved. For those who plan on buying this device from the Microsoft Store, beware they probably open the machine to install their SIGNATURE Windows 8.1 in the US and it triggers the warranty and you're stuck in limbo trying to get justice from Lenovo.
Thank you for listening to my rant/frustration.
Sincerely,
James416Welcome to the Lenovo Community James !
Sorry to hear of the run around you got.
In regards to the warranty date, what happened is when Lenovo sells a shipment of computers to a retailer like Microsoft, Best Buy, Tiger Direct, etc, the warranty date starts on the date of the sale. In order to compensate for the product sitting in the retailer's warehouse or on the shelf, Lenovo will generally add an additional month to the warranty period so a 12 month warranty is now 13. In your situation the product sat longer than expected so in these cases Lenovo Support will adjust the warranty period from the date of your purchase once they receive a copy of your receipt. Hopefully the supervisor will be able to straighten out the matter for you.
Owner & Operator of the following:
● Lenovo Ideapad Z570 w/ Win 7 & Win 8.1 Dual Boot ● Lenovo Yoga 3 Pro w/ Windows 8.1 ● Toshiba A75-S206 w/ Win 7
● IBM Thinkpad T-23 w/ Win XP ● IBM Thinkpad T-22 w/ Win XP • As well as multiple desktops dual/triple booting XP, Vista and Win 7.
★ Find a post helpful? Thank that member by clicking on the ☆Star☆ to the left awarding them a Kudo.
★ Posting a problem and a reply is helpful and it answers your question, please mark it as an "Accepted Solution"
★ I'm not a Lenovo employee, just a volunteer geek who likes to help folks. Enjoy your time here, pay it forward by helping others !
★ Sorry, I don't answer questions via Private Messages. Posting in the appropriate forum is the best way to get assistance. -
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 AMSwg0101
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
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Complaint BAD customer service experience in Hong Kong
I would like to complaint a Apple staff called “Andrew” who worked in Festival Walk Apple retail store in Hong Kong resulting in my wife cannot buy the iPhone reserved within the timeslot provided.
My wife successfully reserved two iPhone 6 Plus 64GB Gold with timeslot 12pm to 1pm (Lunch time period) on 13 Oct 2014 at Festival Walk Apple retail Store in Hong Kong. She queue and waits for assistance. Bearing in mind two different members of staff approached her and said there was a 20/25 min wait. It is fine to wait for 20-25min. But after 20 min later, she asked the Apple staff again to confirm how long she needs to wait for and ask if she whether took the iPhone few hours earlier and later. This is because the she needs back to work.
She asked the apple staff called “Andrew”, he raised his voice and told her that she need to wait now and cannot take the two iPhone 6 Plus 64GB Gold earlier and later. He also said if she would like to take the iPhone earlier, she needed to ask everyone in the queue to confirm if she allows taking the iPhone first. How come the staff response to her like that. My wife needed back to work finally and cannot buy the iPhone reserved!
At first, time management is very bad in Festival Walk Apple Retail Store in Hong Kong is very worst. Why my wife cannot buy the iPhone within the timeslot provided.
Secondly, Apple Staff attitude is very ridiculous. My wife just enquired the staff politely. But how come the staff replied her like that. How come Apple hired a rude staff likes “Andrew” in Festival Walk Apple Retail Store in Hong Kong. He was very rude, impolite to her. What’s going on. The staffs never polite and I can tell you if we treated our customers like that where I worked we would have been fired immediately!!
Does Apple Company provide any training to the staff? My wife and I doubt that any training provided to the staff. Apple customer service is terrible, he really don't care about helping you with a problem.
Apple is a big company over the world. Apple staff is the most arrogant group of people we will ever meet. They provide such worst customer service experience. It is absolutely unbelievable and unacceptable. Great service offers a unique opportunity for businesses that are willing to invest in a memorable customer experience – they can ot-support the competition. But I cannot find any great customer experience in this Apple Retail Store. Please note that Bad customer service is totally affect company reputation. I did complaint those staff “Andrew” on the same day. But there is no any feedback and response from the Festival Walk Shop Manager or Apple representative. It's an absolute disgrace and I wonder why apple don't have a complaint department!<< Personal comments removed >>
You get to the store ~30 minutes before closing time, your card is declined for insufficient funds, you are told there isn't enough time to go to your bank in order to deposit more funds and return in time to finish the transaction and are surprised when they don't agree to finish the transaction when you return AT closing time?
Glad you finally got your phone, but I too see no reason for an apology from Verizon. Maybe checking to make sure you have the funds to cover the expenditure next time would be wise. You have a smartphone, possibly adding an app to make the funds transfer electronically would have even kept you in the store while you made the additional deposit/transfer. Better planning on your part would have prevented ALL of this.
Message was edited by: Verizon Moderator
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