Extended onsite support - why bother?

[jeedo]

This is my first time I've had to call Lenovo support regarding an issue with my laptop and I decided to purchase onsite support thinking it would give me better service... oh how I was wrong.

Admittedly there is something pretty wrong with my laptop as it's getting no response at all when plugged in. 

Anyway, this is my experience so far:

Before Christmas (about 10-Dec-2011) called for support (job number P4819L0) and they said they may need to replace motherboard and it was on backorder - as it was coming up till christmas they said not till the new year - fair enough.

Then in the new year support technician called by my house about 4 times with no luck - just about everything on the laptop was replaced, including the motherboard. 3 weeks of this I'd had enough and asked that it be taken to the depot because I was tired of arranging someone to be around for the support technician.

Job resubmitted about a week ago now with another job (P485HB4) and now they are saying there's a delay because the motherboard on back-order - again!!!! 

Support didn't fix it on the spot - they should have just taken it back to the depot straight away rather than retry another 3 times

When sent to depot - previous history of on-site support was not sent

I have to tell Lenovo what to do

I still don't have a working laptop

Support can't escalate immediately and now I have to post to forums to vent and let everyone else know don't bother wit Lenovo support

I just want a working laptop - if you want to give me another similar (or better) one please but I'm not relying on Lenovo support again.

[lead_org Microsoft MVP Contributor]

Melbourne Australia?

If so, i can get some help for you if you like.

[jeedo]

Melbourne, Australia - wow you can get help and not work for Lenovo - now that's connections!

[Cleo_Lenovo Administrator]

Hi Jeedo,

Welcome to Lenovo Community!

I'm so sorry for what you have encountered. That's not a good experience at all. I totally understand the taste of it.

Let me see i could get some help here. Could you send me a private message along with the details below?

• Full Name
• Phone Contact
• Email
• Machine Type Model (i.e. 7660-14A)
• Serial Number

I'm sorry for inconvenience caused and i hope we can do something to restore your confidence in Lenovo.

Thank you for your patience.

Regards,
Cleo

[lead_org Microsoft MVP Contributor · Accepted solution]

There are many volunteers on this forum whom are like me, whom help out Lenovo without seeking benefits in return. This is what makes Lenovo Amazing and differentiate us from say Apple, HP, or Dell forum.

[jeedo]

To close this off, I eventually go the computer fixed.

However the journey there was with good deal of time on my behalf. 

Kudos to the community and the Lenovo customer support people who tried to help me along, however the service provider that Lenovo had contracted out this support to need to have a good look at their processes. Lenovo too should also be watching the quality of the support they contract out services too as this reflects on Lenovo's brand.

If I were to purchase another Lenovo, I personally would think twice about purchasing the on-site support.

[lead_org Microsoft MVP Contributor]

@jeedo, sorry about the experience that you had.