OK, so here's my situation (so far)
I bought a Lenovo Y470 back in June of 2011. I used it over the summer without any problems, but as college started again, I had touchpad issues. I made a thread here and was still unable to fix it, so after 3 hours with Lenovo phone support, I sent it in, paying $26 to do so. I got it back in a week, and found out that they had simply reinstalled the operating system and hadn't actually fixed the problem (I suspected it was a hardware issue as the touchpad wouldn't even work in Linux). It was a big waste of time and money.
I decided to deal with the touchpad issue, but then I started having even worse problems a few months later. It seemed like I had a loose connection with the screen or something because lightly pushing on the screen would cause the entire screen to flicker. Also, the computer would cut out randomly and sporadically, and wouldn't even post and reboot, making it useless for taking notes in class. Trying to play video games would also cause the computer to overheat extremely quickly and caused a lot of graphics issues. Pretty much the computer was usable for about 10-20 minutes at a time before shutting off. I had made sure that all the vents were clear of dust and I didn't use it in bed or anything, so I couldn't figure out why ti was overheating. I even have two videos of the computer glitching and misbehaving.
I stopped using the laptop for a few months because I didn't have the time to call support again and deal with the entire process all over again (it was my last quarter in college and I was graduating). In the beginning of June, I decided to go ahead and send the computer in, giving detailed feedback on what was wrong with the computer to the customer service representative. This time they were nice enough to send me a shipping label and promised I would have it back in 7-10 days.
It's now been 50 days without my laptop. I've called 4 times, and each time they just say "The technician wasn't able to replicate the problems so he hasn't done anything to fix it". First of all, I don't know why they take my cell phone number and then don't call me when they don't know what to do with my laptop, instead of just letting the thing sit there. Each time i was promised I would get the computer back in a week or so and each time, nothing has happened. The customer service lady that I most recently talked to also had the audacity to tell me that I wasn't suppoed to use my laptop on my lap and that it would overheat if I did that. I can't believe how ridiculous this is and makes me wonder why I bought a laptop in the first place if I can't use it in class on my lap... She also said she couldn't accept any video proof that I had showing the computer's problems.
I find this to be EXTREMELY unprofessional service and can't believe such a big company like Lenovo would do this to their customers. Yesterday I decided to call the customer service complaint line but was put on hold for an hour as all the representatives were busy with other customers. I dont' want to leave an email because I feel that, considering the service I have received so far, I won't get a response back.
Does anyone have any ideas as to what to do? Would I be within my rights to ask for at least a partial to full refund for all the inconvenience they've caused me? After all, in the year that I've had my laptop I've gotten about 7-8 months of use out of it, and half the time the touchpad wasn't even working! This has been such an inconvenience that I had to spend another $1k+ on another computer as I have been computer-less for so long.
Thanks for any and all help.
Cliffs:
- bought Y470 back in June 2011, worked fine for a few months
- had touchpad problems, had to pay to send it in (no free shipping label), got it back, touchpad problems not fixed
- started having other problems (posting problems, screen + graphics card problems)
- sent laptop in AGAIN, service has had it for the last 50 days, all the representatives talked to so far have been very unhelpful
- what to do?
Videos for proof:
http://www.youtube.com/watch?v=MzQrVpLtoOc&feature=plcp
http://s17.photobucket.com/albums/b68/thecarnut/?action=view¤t=VID_20120424_203845.mp4
