How do I Complain to lenovo directly? Unsatisfactory quality with S10 Ideapad

[jwcp84]

I’m a customer from Malaysia whom recently purchased a Lenovo S10 from one of the retailers. Basically there’s nothing wrong with the laptop except that I’m quite concerned on the issue of the QC of Lenovo products as of late as there was actually a deep scratch on the edge of the lid of the laptop as well as the surface of the touch pad is actually ‘smoothed’ out as though it has been put to heavy usage.

[jwcp84]

I did not notice any of this during the purchase but upon closer inspection after several days of usage, there were also some light scratches on the sides of the plastics housing the USB ports as well. I’ve sent the unit back to the shop where I got it from however was told that there wasn’t a replacement unit available as all the other units are like this as well. I’m just trying to check on this issue if it’s true that the other S10’s have this problem.

[jwcp84]

This is the first Lenovo that I’ve purchased, however if this was the case of the S10’s being sold here in Malaysia, I really do hope that there would be something done about it as I’m not too impressed with something which isn’t exactly ‘cheap’. I would gladly include pictures and also information on the retailer if necessary. Posting in multithreads due to the character limitation.

[ronaldkwok]

I would think that you may have got a refurbished or shop-soiled unit and it's probably the retailer that may be at fault. You can always call Lenovo toll free line at 1800-808-575 to check if that retailer is authorised or otherwise. and for other assistance. I am sure you have your warranty so Lenovo should entertain your claim if found genuine. I bought my S10 at Low Yat more than a month ago and it is brand new without any blemishes. I don't think Lenovo is that bad. BTW, I am not connected with Lenovo in any way.

[Mark_Lenovo Administrator]

jwcp84,

I would tend to agree with ronaldkwok - this seems as if you received a used or refurbished unit.  Perhaps it was an honest mistake by the retailer who mixed up inventory?

I would go back to your place of purchase and request a new system for exchange or refund.   If you are unable to receive satisfactory response there, then I would contact Lenovo support in your country and ask that they get the customer care team involved.  They should be able to collect your information and create a case.

If you still need help, if you will send me a PM with your contact information, the model and serial number of your system, and the information about where you purchased it (store contact information and date) we can look into this.

Best regards,

Mark

[jwcp84]

Hi again, thanks for the prompt response guys. Yeah, i did make a trip to lowyat to check it out myself and true enough those blemishes aren't there.

The thing is i got this unit through a friend and i did ask him to refer back to the retailer yet he says he will try to get a claim, and ended up he told me the supplier for his retailer refused to change  a new unit saying the matter is too trivial for a claim. I was infact thinking of raising an action by reporting to the consumer claims department instead, however have yet to do so. I have no other revenues except to make an official complaint into lenovo regarding this issue. I strongly believe this isn't a mistake as they did inspect the unit and refused to budge. 

Mark, i will provide you my details shortly. Thank you so much for your help.

Message Edited by jwcp84 on 01-18-2009 09:27 PM

[mijenk]

It is impossible to complain to lenovo, I have over 200 S10-2 units and have issues with people not answering the phone to me...  It can take up to 2 weeks for someone to get back to you.

My advice, dont buy lenovo if you want support. just buy them because they are cheap and cheerful.

[Mark_Lenovo Administrator]

mijenk,

Wow, that's a troubling account to hear - what number are you calling?

Here is the number I show for the UK....

United Kingdom

English

0808-234-2923

9AM - 6PM Monday - Friday

G Series / IdeaPad S, U Series

Please confirm, and if this is not being answered, we definitely want to know!

Here is the link to support numbers for IdeaPad for all countries that we support.

If you are still stuck after calling, please send me a PM with your details - name, contact phone, company you are representing (since you have 200 units) and a bit about your troubles.

Thanks,

Mark

[cmyk]

Yeah, Im starting to get the same feeling! I don't have 200 units but I did buy another w700ds from the outlet and have yet to recieve any info on my order aside from the initial "thanks your order has been placed". I've emailed surplus@lenovo.com about 6 times and nothing.

I can only wonder what the heck they do all day aside from pushing the delete button on incoming emails.

To make things worse, I called Tech support (Atlanta GA) the other day to ask a simple question about the RAID in the computer that I purchased and the guy says "I don't know about the computers, I just fix 'em".. I mean what the heck guys! Can't wait to see what happens if/when I get this computer and really have a problem.

So strange.

Note from Moderator:  A comment which violated the forum rules was removed..

[cmyk]

Ironically, 6 hours after posting I received my 2nd order confirmation although 8 days late. Maybe this forum does work.