05-09-2011 03:16 AM - last edited on 05-09-2011 08:23 AM by yigit
I am Gitu Joe Chathaparampil and bought a laptop lenovo Y510, 775844Q model in September 2008. I had a laptop before this one , an Hp and not once have i had to go to the service center for anything and it served me quite wonderfully for 4 years. After i had a small keyboard issue, i thought of going for a lenovo machine as it had a good pricing and features, so i bought a Y510,775844Q having the serial number *********. It worked perfectly alright for 6 months and then i had a hinge problem and had to take the machine to the service centre, again it worked perfectly for some months and again changed the display. I don't know the correct dates but till date i have changed 6 displays, because they had hinge problems, 2 keyboards, 2 motherboards,2 graphics card, 3 bottom cases , one hard disk,and a touch pad. Why are you making such stupid models? at least if the model has a problem , can you rectify the problem and send a new display hinge which will last for the lifetime? i asked around and all of the users of the Y510 has had hinge problems. My HP had was a 6100 and it had a basic motherboard issue and so the company recalled all the laptops and provided new ones, but lenovo are not willing to check it. also i don't think u have enough testing done to the products to find flaws before giving it to the end users.
Anyways , coming to my problem. I had found a small issue in the laptop, ie, my computer hangs when i zoom a photo in windows XP and in windows Vista or windows 7,when i install the drivers, the computer gets hang.... i reinstall windows and found that when i install the graphics card driver , the laptop restarts and gets stuck. So i called the service center one and a half months before and registered a call... got a case id. by the way, in between i had another problem, the bottom row and the directional keys in the keyboard were not working. so i went to the service center and showed the laptop, they said the keyboard is malfunctioning and so is the display card, so i left the laptop there and they called me after one week telling its fixed.They had changed the display card and keyboard i took it home and within some days i found another problem with the laptop, the laptop restarts after some use and gets over heated and showed a graphics problem.After prolonged use, the display would go off and the laptop would be freezed. went again to the service center and they informed the display card that lenovo sent was defective.So they again ordered for a graphics card and made me wait for one week. Within one week a graphics card came and they installed it ,but still i had an issue and this time the problem was that the laptop would some times get stuck in the bios screen and other times it gets started, but after some time , the system gets freezed, so the service centre people told me that the issue is with the motherboard as the graphics card is changed and still complaint. they told me to put the laptop there,but i had so much uses and told them to give a call when the board comes. i had so much use with the laptop so i still turned it on, but in between it got restarted and i used to turn it on again and use it as i wanted to backup data and make presentations, in between my hard disk showed S.M.A.R.T status bad and refused to boot. So i showed the service center and they told me that the hard disk got bad sector and is useless. i lost my whole data with it but i had nothing else to do. The service center guys ordered for a new hard disk and for the present, they took the laptop to put in a new motherboard which lenovo had send them. on putting the motherboard , they told me that the motherboard that was send by lenovo was defective and the laptop wont turn on , so they ordered for a new motherboard and told me to wait till it came. another one week passed and they told me the motherboard and hard disk had come and they apologized for the delay telling that when they called lenovo for the hard disk and stuff, lenovo was telling they cant sent the necessary part because it is a repeated call for the same machine. let me ask, who did wrong? if a same laptop has more than one part defective, lenovo has to sent the necessary part. The service center guys are helpless, they are not getting the necessary parts and the people who are sending the parts are irresponsible and thus the customer has to wait a lot. Anyways, coming back to the original story, after one week a hard disk came and they put this hard disk and motherboard and checked and said its alright. the bios screen was coming up and they told me to put the OS and check as the hard disk was replaced. I took it home, installed windows vista that came with the laptop, installed the original drivers that came with the machine and it was working normally for some hours and when i took an image,(WINDOWS SAMPLE PICTURES) and zoomed it, the display got black and the machine was freezed, had to press the power key to turn the laptop off. another issue came up, the touch pad was not working with the new motherboard that was replaced. i was using it with a mouse. again i went to the service centre, they put the old motherboard and the touch pad was working normally and they concluded the touchpad issue is of the motherboard. and that they are clueless about the display getting stuck. they told me to leave the laptop there and so i left it there, today they called me up and told me that the second graphics card that was send by lenovo is malfunctioning. they tod me that they will order for a new one and give the laptop within a week as soon as they get the display card.
My question is who is responsible for my problem? I bought a laptop for daily use and now how many times have i went to the service center? always one or the other.. display hinge or hardware problem.
Another thing that i want to bring up is , Other than My original graphics Card, They put in 2 other graphics cards and those cards were defective. Also they Put in 2 Motherboards too and both of them had one or the other problems. Who is in charge of testing the refurbished parts that you send to the customer? Something is to be done or people wont recommend u. I am a trainer and usually i recommend lenovo to my students and majority of them has lenovo with the extended warranty. But now i don't think whether i will recommend lenovo to anyone. i like the products, but after sales support. I expect my laptop parts to be replaced with original working parts.
Also, The service center guys are helpless, they are not eating up these parts. When they order for parts, Lenovo has to provide them with parts,because they have to put in new parts to see which is malfunctioning.
That is all what i have to tell for now.
serial number removed for your own protection
05-09-2011 02:22 PM
Man, glad I haven't had the problems you've had. Though I 've only had mine y560 for a month.
I already sent it in for a scratch on my monitor, caused by the part between the touchpad and the keyboard. It would seem the screen had some flex in it, and having it in the laptop part in my backpack was enough to flex it. I then complained to them about it. It then got escalated to the Concession Customer Service department. Their response is that it's not a design flaw (though I have found online that it's happened to someone else and their service department after talking with higher ups said it's an issue), and that there's nothing they can do. Really, this was their response after I was told it was an issue at their repair depot, and they escalated it to their Concessions Department?
My Wife has had her HP for 4+ years and never had a problem (even with 5 kids using it), I however, don't let my kids use mine, and being 42 y.o. and being someone that takes excellent care of my stuff have this happen in the first month. He wouldn't even put an extended warranty on it to show his confidence in the workmanship of it. Have to say, I won't be recommending this product or company to classmates, or other parents that I talk with in community forums.
12-22-2011 07:31 AM - edited 12-29-2011 07:49 PM
@ gitu.... i went through all this..... Here are my stats :
I bought a laptop lenovo Y510, 775844Q model in September 23 2008.
1) Replaced Display 3 times for broken hinges.
2) Once they sent display with a not working webcam, one with a broken bezel, one with a complelety faulty display. So total displays changed = ( 3 +3 ) = 6.
3) 2 graphics cards Nvidia geforce 8400mgs 128 mb ( 1 overheated to 105 degree celsius, yes you read that correctly and other one failed completely)
4) 3 motherboards.
5) 3 bottom cases.
6) 1 front panel.
7) 1 Slot in DVD-RAM Drive. Hmmm they sent me a drive that has a non working eject switch.
i also bought an hp pavilion g6 a cheap ( less than half the cost of y510) and that still works fine very fine.....
12-22-2011 03:50 PM
Sounds like you (OP) are getting great service. I mean, they replaced your parts so many times without complaining.
More like, **bleep** techs in the refurbish department.
I'm willing to be that all that replaceing cost Lenovo more than it would have cost them to just get you a new laptop.
Those techs get paid, and they also have benfits, facilities, shipping, and other overhead to take care of.
12-27-2011 09:03 PM
Mine has been OKish but I hate it. There are hardware/software that run on comparable systems (vista 64 with 4g ram) but won't run on my Y530. I swear this is my last Lenovo laptop. Not to mention the thinkpad T61 GPU probelm my wife had, which took $$$ to fix. Lenovo should extend warranty like some other companies did.
12-28-2011 07:31 PM
12-29-2011 01:31 AM
12-29-2011 07:53 PM
@mma i do not know if opening and closing the lid of the laptop slowly once daily keeping the hand at the center of the lid near webcam area is abusing the laptop!!!!!
About all other issues lenovo sent replacement parts that are already defective... most of the problems where identified from the service center itself....
Poor quality control for the replacement parts used for RMA!!!