01-04-2012 08:47 PM - last edited on 01-05-2012 01:13 AM by Cleo_Lenovo
01-05-2012 01:04 AM - edited 01-05-2012 01:09 AM
I'm sorry for your situation. It is frustrating indeed to have called for service again and again on the same issue.
I have some hands on experience with my systems but i wouldn't say i'm an expert. I must say that sometimes it's not easy to find a real root cause if an issue continues to happen. It could be due to a single or multiple parts/occasions that cause a failure.
Your concern is truly understood and i wish i could do something to help. Do you mind to send me a private message along with details mentioned below?
You mentioned about Escalation Team. Is there any case number given by this team?
Thank you for your feedback anyway. I wish we can do something to restore your confidence in Lenovo.
01-06-2012 07:07 PM
I called lenovo tech support today to see if they were actually going to take care of my problem. I was informed that they had made ZERO progress. They havent even sent me a box to ship my laptop back to the depot. WHAT WERE THEY DOING LAST WEEK? I had called on 12/30, and while not happy, I agreed that them shipping me a box to send my laptop back to the depot would suffice, as I would only go a few days of my new semester without a laptop. While the person I spoke to on the phone was proficeint at apologizing, and saying that he was understanding of my problem, he failed to even ADMIT that they had made a mistake on their end, or offered me any other solution besides "sending a box out on monday." I thought that I had hit rock bottom as far as customer service experiences go, but I cant believe that Lenovo will not take any responsibility for the mistakes that they have made. They ignored me this entire week, and wont even acknowledge it. Im really questioning how they conduct their business, they need to learn that there is a difference between saying that you are understanding, and actually being understanding of my situation. Im sick of wasting my time getting nowhere. Out of the four months of ownership, my laptop has not been usable for one of those months. I cant believe that I spent this much money for a product that repeatedly fails, and to be spoken to over the phone like im not a human being.
05-21-2012 09:57 AM - edited 05-21-2012 10:05 AM
I've actually never experienced this lack of customer services before and that say's something, I've had to call Lenovo today because my Lenovo S10 3T keyboard has stopped working well a handful of keys 4 to be precise, I tried emailing Lenovo and my email was diverted to a company called digital river who are the official reseller in the UK who promptly washed their hands of my problem regarding locating the replacement keyboard and a question about a compatible replacement they sent a reply telling me to contact IBM giving a number, that number was no longer in use a message told me to contact another number, finally I got hold of IBM parts who denied that they were anything to do with Lenovo but had Lenovo's service number...hmmmm.
I finally having run the gauntlet got through to Lenovo service department who advised that they would repair the laptop under warranty, my Lenovo is out of warranty only just, I asked the CS member of staff well can I buy the replacement part "ie" the keyboard, he advised that they didn't sell parts and that was a company policy my only option was to have it sent in for service at the cost of £100.50p.
Now I have been on a popular auction site and found many replacement keyboards for all sorts of manufacturers including Lenovo for around £25 but not for my particular model, there are loads of S10 series 2 and 3 keyboards but none have the same fittings, I asked the CS member if they could advise about locating something compatible I have seen a keyboard replacement quoted as fits 3T series K12 series the U110 and U150, I asked if this would be compatible as paying £100 before I've even started was just quite frankly daylight robbery for a laptop that wasn't worth far off that, let's face it a new netbook will set you back £200 with a full warranty I suspected from his encrypted talk that the fee of £100 was simply for them to collect it there would be additional cost's for parts and labour I'm sure.
The Customer Services staff member said he couldn't assist with compatible keyboards that the only way I would get the keyboard replaced was to pay the £100. I found this member of the service departments staff to be totally dogmatic, entirely unhelpful and quite happy to give me the complaints department address so that he could get rid of me.
I find it quite unbelievable that Lenovo regard both their products and customers with such disregard, and ultimately I will find myself trotting off to buy a replacement laptop I will however make sure it's neither an IBM or a Lenovo I'm also going spread the word that it's a brand that other's need to steer clear of. A replacement keyboard is such a silly part to basically render my laptop pretty useless.
I've dealt with HP / Toshiba / Samsung in the past with issue's that were far more serious and always found them to place customer satisfactions and services high on the list, getting this in perspective I have an as new swish netbook that has 4 keys that don't work, I haven't spilt anything on it or dropped it, and because of this one silly issue is totally useless and worthless, I've been given the run around and then flicked away and unfortunately the only way of complaint is via letter, no email address which say's to me Lenovo is a company who do not wish to interact with their customers and prefer to keep them at a distance
Disgusted and Frustrated
01-08-2013 09:24 AM - edited 01-08-2013 09:25 AM
Hi Jam 1191
I am a lenovo customer and i am facing the same problem . It has been just 6 months since i bought the laptop and i have hardly used it for 2 months because the hard disk got corrupted thrice and all the customer care did was to change the hard disk rather than checking for the root cause. So please let me know if you got your system replaced or the problem got resolved by replacing the hard disk.