I purchased a T520 on 1/6/12. The laptop was customized and therefore took approximately four weeks for build and delivery, which put the laptop in my posession on 2/3/12. Upon receipt of said laptop I noticed that the yellow plastic pin divider inside the rear Always-On USB port, was cracked in two places. As such, when I placed a USB stick into the port and then removed it, the plastic divider came with it.
On 2/6/12 I made a call to customer support, unaware of the 21 day refund/return, and was told that I would be receiving an EasyServe depot service shipping box and should send back the laptop. I promptly complied and had the laptop shipped back on 2/10/12.
On Wednesday, 2/15, I received a call from a depot service technician who stated that there would be a $350 charge for the repair. I explained to them that the laptop was brand new and that I shouldn't be paying for repair of something that was broken upon delivery. The technician proceeded to conference in a sales associate because he said that the request should never have come to EasyServ because it was under the 21 day policy and should have been handled by the sales support for refund or replacement.
During the conference the sales associate, Kim, told the technician to fix the laptop and send it back, which the technician replied he was unable to do because he could not repair for free without authorization from someone higher. Kim then explained that he should send the laptop back to me and that I should verify that the equipment was working and if it wasn't then I should contact sales support. The technician and I explained that the laptop was not going to be repaired, yet Kim insisted that I get the repaired laptop back and verify the functionality befre making a claim under the 21 day policy.
After about 20 minutes of discussing these same two options repeatedly, Kim decided that I should get the laptop returned to me and that I would then need to call sales support again. I requested that we begin that process now, since it was obvious my laptop would still be broken upon receipt. Kim denied that request and eventually just ended the conference call under the assumption that I would "need the hardware in my possession before I call sales support."
The remainder of the day I spent calling sales support to try and get a head start on the replacement process. This proved just as harrowing as I was plagued with multiple disconnections from the representatives and a complete downing of the whole support telephone system for approximately thirty minutes.
Once I was able to get in contact with someone, they explained that it would take an additional 3-5 business days before I even received a phone call to begin the process of getting a replacement. Currently, I am still waiting...
I have never experienced such horrible customer service in my life. The incompetence between departments was astounding and the quality of the support system/downtime was horrendous. As of this moment I could not recommend Lenovo to anyone else due to the lack of customer facing support.
And all I want is my laptop to be fixed or replaced so I can get what I paid for...is that too unreasonable to ask?
