07-08-2011 04:05 AM - edited 07-30-2011 10:52 AM
UPDATE: COMPLETE EMAIL TRANSCRIPT AT THE END.
I initially reported a loose hinge on my X201T and posted a video of it to YouTube. I compared my situation to another customer's video, a customer who got their hinge replaced. The situation is very similar.
They responded and said that there's nothing out of the ordinary. I then asked them to explain the difference between my situation and the other customer's.
In order to escalate the issue or examine it further they said they needed the case number of the other customer. I was able to track it down and gave the number to Lenovo NL.
This was June 15. After that I've asked them politely if the request is still valid, but there has been no answer. Last time was 2 days ago.
I know they said that they have nothing to do with the Lenovo Community (I asked them on the phone), but if a kind individual from Lenovo Staff would be able to help me get in touch with them I'd be most grateful. The hinge is getting more and more loose and the wobbling from the base of the machine makes me very nervous about the life span of the hinge.
I'd like to get it examined before it gets worse or gets qualified as "customer damage".
07-13-2011 01:22 AM
07-30-2011 10:36 AM - edited 07-30-2011 10:40 AM
That's it. I'm through with doing business with Lenovo anymore. This is totally unacceptable. Here goes another customer.
I have waited for an answer for 5.5% of my whole warranty perioid. That is no customer service at all.
TO ALL: Lenovo Support personel seem to delete your support request from the IBM Electronic Support Call portal whenever they feel like doing so. This this forces you to do another support request so that they even react to your emails anymore, which even further delays all actions.
It's basically like hanging up on somebody on the phone.
07-30-2011 10:44 AM - edited 08-01-2011 10:17 AM
|GNKTechSupport Central <firstname.lastname@example.org>||Wed, Jun 15, 2011 at 4:58 PM|
|xxxxx xxxxxxxx||Wed, Jun 15, 2011 at 5:44 PM|
|GNKTechSupport Central <email@example.com>||Thu, Jun 16, 2011 at 1:50 PM|
|Kimmo Virtanen <firstname.lastname@example.org>||Mon, Jun 27, 2011 at 8:13 PM|
|Kimmo Virtanen <email@example.com>||Sat, Jul 2, 2011 at 6:31 PM|
|Kimmo Virtanen <firstname.lastname@example.org>||Wed, Jul 6, 2011 at 9:40 PM|
|Kimmo Virtanen <email@example.com>||Sat, Jul 30, 2011 at 8:32 PM|
07-31-2011 02:30 PM
I made a moment ago a new service request at IBM Electronic Support Call portal (ESC).
It's time to put the clock ticking. If I do not get decent support this time it's time for me to consult legal advice. A product under warranty should get warranty service, perioid.
Dear Lenovo, this is not the first time I have returned a product and got a full refund after over six months of use under the European Union consumer protection legistlation.
08-01-2011 10:09 AM - edited 08-01-2011 10:15 AM
My HDD recently started giving me S.M.A.R.T. errors (yesterday) so I reported it to IBM ESC. As I'm currently visiting Finland, I made the request to Lenovo Finland.
They called the next morning. A new HDD is here tomorrow.
That's what I'm talking about. Talk about differences in customer service among countries! Unfortunately, even though I gave them the case number of the other customer who had their hinge repaired, they could not do anything about it because "the system only shows cases from nordic countries" (the other customer is situated in Germany I believe).
Meanwhile, Lenovo NL answered me - after one and a half months - saying "as mentioned earlier, the computer functions as designed". To be fair, yes, they did mention it earlier, but after that (see the transcript above) they asked for the other customer's case number for reference.
So I did. And for that particular detail, a comparison of two different cases I waited for a reaction for 1½ months. Not for the fact that they thought the computer works as designed - which they said in their first response. And in the end there was no comparison, just waste of time.
I very much doubt they did anything with the case number, judging from their response.
08-01-2011 10:37 PM