R Series ThinkPad Laptops

[#1]

My R60 went away nearly four weeks ago. 1 week it was 'lost' somewhere, they claim to have found it now.

I'm told it's in Greenock, Scotland.

The call centre staff cannot get hold of the manager who was dealing with my complaint, he isn't returning calls or emails. I myself cannot get hold of him either, he isn't responding to emails

Last email from Sasha after I OK'd returning it. I never asked for a replacement machine, all I asked for was a temporary machine whilst they fixed the fault. I don't want a replacement I want MY machine back that has my data on the hard disks.

***@lenovo.com

 "received invoice OK
The request for replacement cannot be fulfilled as machine was not tested inTBO laboratory for root cause analysis.
Your warranty will end on 29/10/09 therefore I would suggest to accept the investigation before that date.
We can also consider to extend your warranty if you agree that machine goes for TBO testing as IBM requests."

Note: nobody at lenovo has any record of a warranty extension offer either

Lenovo have had the machine now for nearly 4 weeks (minus the missing week) THe call centre in the Phillipines ( I presume from the call centre staffs names) cannot contact the manager in Slovakia to tell me about my machine in Greenock.

Who can I contact to get this sorted out. I've been without a machine now for more than 2 months in total with ongoing fan issues.

I have previously been called by a Scottish voiced man arranging collection, but I have no idea who it was.

Again, I don't want a new machine, it's not some sort of scam to get a replacement at the end of it's warrant, I just want a quiet working fan that doesn't sound like a plane taking off. It can't be that hard to fix (although  after 3 attempts it apparantely is)

I is it worthwhile calling this number?

DISCOVERY HOUSE, 18 BARTLEY WOOD BUSINESS PARK, BARTLEY WAY, HOOK, RG27 9UP, UNITED KINGDOM,

T: 01256 792601 | F: 01256 344002

Moderator edit: Masked Lenovo employee email address. Please don't post private information without consent, per the Community Rules.

[#2]

After my laptop went missing for a week with the courier company, it arrived at lenovo

IBM & Lenovo classified your machine as "Customer Damage" . By the warranty conditions IBM is not entitled to repair this machine free of charge even if Lenovo extend your warranty for another 6 months as good will gesture. Every attempt to fix machine will be billable due condition and the state this machine is.


Summary of the last call:
A1L9NW1
08/10 TBO escalation opened . retain 00102.
TBO have requested for machine to be evaluate and tested in TBO lab in Greenock.
16/10 Customer is refusing to proceed unless a loan machine will be provided.
19/10 CMT open.
26/10 Machine is collected from customer and sent to TBO greenock
04/11. TBO received machine and verified damage.
06/11 TBO confirms that issue described by customer can not be replicated. Machine tested with Lenovo preload.
Machine do not have a license for Windows OS. So OS will be erased before returning machine to customer.
Issue escalated to Lenovo to confirm if machine should be returned to customer unrepaired due to damage.
20/11 Machine shipped back to customer unrepaired as agreed with Lenovo

State of the machine when arrived in Depot - photos of broken machine provided

Note that it took more than a week for the machine to be delivered after leaving me.

Lenovo and IBM claim it was like this when it got there.

Strange that it's similar damage to what happened the first time the UK side of things had it collected.

Now I have a computer being returned to me, without XP on it (even though I have a license) and smashed up.

Absolutely diabolical customer service.

I'm angrier than I've ever been.

[#3]

I've emailed Sam Palmisano and the complaint bit on the IBM page.

Hopefully they can at least get an appology from them.

[#4]

Quirrel,

Apologies all around as this sounds dreadful!

I received your PM - can you send another to clarify your contact information?

Name, address, phone, the MT / Serial of the unit and any last case number ?

I'll see what we can do...

Mark