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jstanley
Posts: 2
Registered: ‎01-12-2012
Location: USA
0

Customer Service Issues - do they ever get resolved?

My original warranty request was an SD card slot that didn't work.  I also had a small crack in the arm of the case that happened right after I bought the laptop but thought I may as well get it fixed. Long story made short....2 technicians in my home, 1 new case, 3 new motherboards and my computer wouldn't even power up.  I was told I had to send it in (Even though I'd paid for an in-home warranty) I received a voice mail stating the serial #'s didn't match so they can't proceed with fixing it.  I was on the phone for over an hour to be told that someone would call me in 5-30 MINUTES.  That was 24 hours ago.  When I called this morning I was told nobody was available to call me back.  My extended warranty is about to expire, I've been without a laptop for about 6 weeks now and all because my card slot wouldn't work.  I have never experienced such horrible customer service in my life.  Every time I call it is a minimum of 45 minutes and I get nowhere.  I'm considering having my Attorney get involved which is ridiculous over a laptop but I don't know what else to do.  Has anyone ever actually gotten their issues resolved? 

 

If anyone has any suggestions on someone to contact I'm all ears.  If I don't get this resolved and have to involve my Attorney then I can guarantee I'm also notifying my Attorney General.  He HATES companies that take advantage of individuals.

Retired Employee
Serge1410
Posts: 2,438
Registered: ‎04-10-2011
Location: Malaysia
0

Re: Customer Service Issues - do they ever get resolved?

hey jstanley,

welcome to the forums and apologies on what had happened..

could you pm to me the following info.



Name:
Country:
Mobile:
Email:
MTM [machine type model]:

(To locate MTM - http://support.lenovo.com/en_US/FindProductNumber.page#find)

Serial Number (S/N):
Date of Purchase:
Case/Order Number : (if any)

Screenshot of Error(if applicable) : (upload it to a hosting site and paste the link here)

Location of unit : Home / Repair Center (delete where appropriate)

Description of issue :

Troubleshooting Taken : (if any)

What You would like us to do :





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jstanley
Posts: 2
Registered: ‎01-12-2012
Location: USA
0

Re: Customer Service Issues - do they ever get resolved?

OP here....I got the "courtesy" .....I need some more info to help you email that I see many of you do. However, that was 3 days ago and I've not heard anything back from my PM.  I don't know why I'm surprised because this is par for the course with this group.