Lenovo lost my laptop for repair

[jijunzhao]

My son purchased a Lenovo laptop on May. After just a few weeks, the camera was broken. He called Lenovo several times and finally was told to mail it for repair. He was never given a case number, just an email telling him to mail it in a nearby Fedex. It looks like Fedex knew where to mail and they even had a box for the mailing. So what we only cared was the Fedex tracking number. Just after we mailed the laptop, my son got an email telling him to fill in a form with case number etc. but it was too late. Fedex confirmed the delivery as scheduled.  We waited 2 weeks hoping that we could get back the repaired laptop, but we did received it, and we even didn't receive any message regarding the laptop. I called Lenovo, and they gave me a case number, but they couldn't find the laptop, so they told me to waite for 2-3 business days. I called again after 3 days, and was told it was in Texas and I would get information after 48 hours. I track the status online, but always got the message that "Your PC has not reached the depot service center yet. You can track the location of your machine by visiting http://www.fedex.com". I called the 3rd time after 48 hours, and was told they still couldn't find it and I need to call 48 hours later. I almost get crazy! Did they find the laptop or not? Where is our laptop? I am going to move in 2 weeks. If we couldn't receive it in 2 weeks, will we totally lost it? 

[Ty_Lenovo]

Hello jijunzhao,

I am sorry to hear about your issues with getting your son's machine serviced. I am sending you a PM for details to get some assistance for you.

Best Regards,

Ty

[jijunzhao]

Thank you.

[jijunzhao · Accepted solution]

I just check the status. The laptop was received. Thank you anyway, Ty.

[deena]

I contacted Lenovo for repair information (service ID 8000161969) and they charged me the $80 and said I would receive an email with information on where to mail my computer.  I have not received anything from Lenovo.  They said they were having problems sending emails, but that was days ago. Can someone please advise?

[Mark_Lenovo Administrator]

deena,

Thanks for noting this... it isn't what I would expect, so we will definitely look into it.

Mark

[deena]

Thank you, Mark.  I just checked my credit card statement and I have been charged $80 by "SGS Lenovo."  Please let me know what next steps are (and please don't let it be that I have to start over or call the same general number - it took almost an hour.  Thank you again!