09-02-2010 01:16 PM - edited 09-02-2010 01:34 PM
Miserable story of a Lenovo Business Customer: Continuous record of poor service by Lenovo
Machine type: 2746
Serial number: Mxxxxxx
Model: Thinkpad SL500
Machine bought on: 23 January 2009
Extended warranty purchased: 21 January 2010
Extended warranty type: Next business day on site service
Machine used location: Inside the UK
Additional information: Machine bought in the name of Cogniz
Consultancy Limited, UK and is used for
Business purposes (IT Consultancy)
I am writing you after experiencing continuous failure of standard services promised by Lenovo to its customers, and experiencing a treatment like animals that are left unheard and unattended, with a strong feeling of discrimination.
I had bought this machine on 23rd January 2009 with one year standard warranty. On 21st January 2010 I upgraded my warranty to 3 year next business day onsite repair warranty. I bought this upgrade from your business partner Insight on 21 January 2010 14:47 Order 176596 (See Appendix 1-A). I got an email from them about my order, though I never got any information, in any form verbal or written, regarding what I need to do next with my order and I got assured that my laptop is now covered for next 3 years by a next business day onsite warranty.
A few months later in May 2010, my operating system crashed and I was in a strong need of support from Lenovo. I called Lenovo service centre to find my first surprise that my warranty was not upgraded on Lenovo records. I was asked to call Insight and at that time I was told that I was supposed to receive an email from Insight that had a link to register my warranty upgrade, which they did not send to me when I bought the extended warranty! Now why is that so? Why Lenovo has such a poor coordination with its business partners that customer is kept in dark and denied a smooth delivery of service which he deserves and needs and HAS PAID FOR?
Anyway, I called Insight and told them my story and the guy on the phone said that an auto generated email from Lenovo was never forwarded to me by them and it was at this stage I received the email which I MUST have had received on 21st January 2010, the day I bought the warranty upgrade . Next day, on 24th May 2010, I followed the instructions given in the email and I registered my warranty on your website. Next day onwards I kept waiting for my warranty status change on your website. On 25th May 2010 I also spoke to your support centre (see Appendix 1 – B) and they asked me to write an email to email@example.com. Same day I wrote an email and in reply I was asked to supply my machine invoice and also the authorisation number (mentioned in the auto generated email from Lenovo regarding my warranty upgrade). I supplied all the required information on 27th May 2010 (see Appendix 1 – C). I wrote another email on 28th May 2010 (see Appendix 1 – D) to ask for progress, as I was in a desperate need of my laptop to be fixed; after 4 days, after a lot of chase, I got an update that dates of my machine purchase mismatched and were updated now, but warranty status of system was still not updated. After not receiving any other information afterwards, on 1st June 2010 I wrote an email again (see Appendix 1 – E) to your support centre and asked about the progress and he did not reply to my email.
On 04 June 2010 I received another auto generated email from Lenovo stating that this is a reminder that the Lenovo ThinkPlus/Lenovo Care Maintenance Services, authorisation number 4996449086, which have been purchased have not yet been registered (see Appendix 1-F). After that I did not receive any other email from your team and I, after a serious disappointment, left writing to your team and relied on my rented laptop for which I paid more than my own laptop’s cost. On 16th June 2010, approximately after 24 days of my first attempt to register my warranty, I received a confirmation from your system that my service has been upgraded. What a shame and what a wonderful service? Something which should have been completed right at the time I paid for the service did not happen until I:
Is this all about IBM/LENOVO? Is this the world class service? Is this all about your ethics?
Failure two, an even bigger disaster:
Please read the part 2 of this post (as I am not able to pose the whole text here)
Moderator Note; s/n edited for members own protection
09-02-2010 01:19 PM
Failure two, an even bigger disaster:
On about 3rd August 2010 I called the technical support team Lenovo to log a new hardware support call. I explained the support person over the phone that my laptop had the following issues:
The support guy told me that my laptop battery was not covered under the warranty, which I accepted.
Then he said, without even enquiring what condition the laptop hinge was in or how this happened, that – I needed to read the terms and conditions because it was my fault and I have had broken the laptop!!! Now, how come a person over the phone without even physically looking or even telephonically investigating what actually had happened to the machine blamed the customer that he had broken the laptop?
Anyway, a call was registered to repair the machine; call reference number: B1L2VFF. On 10th August 2010 a field engineer from IBM named Chrish came into my office to fix the laptop. He repaired the laptop for volume control buttons and microphone input. He did not fix the charger input (AC Power Component) because he said he was not told about it by the first line support team who registered the call! Not very interesting!
I then explained him that the hinge was not stable and it could crash at any time. He inspected the laptop properly and ACKNOWLEDGED that there were no signs of ANY KIND that either the laptop was dropped or hit with something or deliberately tempered that could have broken the hinge internally. He then said that it is a normal wear and tear and not your fault and promised me that he will order for few new parts:
1. Base cover/case of the laptop which holds the AC Power Component
2. A hinge component to replace the old hinge
3. And two other minor components that were broken, including palm rest
And also promised me that someone within a day or two would contact me again and within that week itself laptop would be fixed. Since he came very late in the evening on that day and I was in the office so I did not inspect the laptop at that time, I came home and noticed that my laptop had stopped charging completely because Chrish tried to investigate the charger problem and during this process the AC Power Component inside the laptop got pushed deep inside, making it impossible to charge.
I waited for a phone call next day and no one called, and so did not happen the following day as well. On Friday13th August 2010 until the afternoon I did not get any call and I was worried that if no one would have come on that day as well I would have had to miss all my meetings on the following Monday because since 10th Augustonwards I was not able to work at all on the machine because it did not charge since Chrish tried to fix it. So I started chasing the progress myself, and to my surprise I found that not only no one was scheduled to come on that day but also no was looking into the problem anymore. And to surprise me even more the call centre fellow asked me to read the terms and conditions about the next business day service and he taught me that the next business day service is only available if:
And then I asked him that even if the parts were not available then atleast they should have had informed me over the phone that what actually had happened to my call, at least next business day service deserves that much rather no one was even was assigned to look at my problem. Then he agreed and promised me that someone would call me in few hours.
Later that day I got a call from Chrish again and he started apologising me over the phone saying that he extended my existing call after his previous visit to me and requested for the new parts but somehow the call was not updated on the Lenovo server and my call status was CLOSED. Wow! This is brilliant! First a business customer’s call is not properly looked into, as the service man who came to repair the machine, was not fully aware what problems he was going to fix, second the call was automatically CLOSED, and third the customer had to spend more time to chase the service team to bag them to complete the pending repair work and the service team is not even able to show bare minimum courtesy to recognise the fault on their end rather they asked customer to read terms and conditions!!!
Next, on Firday, 13th August 2010 at 4:00 PM Chrish came to my office again to repair the laptop. He again explained me that my call was closed. He installed the two minor components and also replaced the laptop base assembly cover which holds the AC Power Component. He then explained me that the AC Power Component was not stable because the two tiny plastic supports on either side of the AC Power Component were broken because of normal wear and tear, look at the image of the component, encircled part (sorry the image is not visible here on this forum, but I can send the whole information in a word document if provided an email id) :
Then he said, because my call was mistakenly CLOSED the hinge component was not available. So after fixing the charger problem he again inspected the hinge and he made a call to first line support team, possibly in Argentina, and explained them the situation and recommended that Lenovo should replace the hinge because it was normal wear and tear and probably the quality of plastic and shape of the hinge that made the component to breakdown but definitely was not customer’s fault. The first line support team denied changing it free of cost and they insisted that customer had broken it and it was not covered under this warranty. Then Chrish made a call to his immediate superior in the UK who could not be connected at that time so Chrish left a voice message to him. Chrish then, at 5:15 pm, left my office promising that he would try to contact his superior again and the problem should be sorted out. After 10 minutes Chrish called me again and said that his superior had agreed that the hinge would be replaced without any additional charges and that in 10-15 minutes time I would get a call from his team. At 5:30 pm, after my office hours, rather than driving back to my home, I started waiting for a phone call and I kept waiting for one hour. I did not get any call on that day. At 6:30 pm after adding another disappointment to a long list, I went home to see an even bigger surprise: while trying to inspect the hinge problem and in the process of changing the base part the hinge had broken even more and I could even open my laptop, every time I tried to open it, it made a cracking sound and the upper corner (near the speakers) got lifted to an extent where it could break at any time.
Please read the part 3 of this series for the remainder message, as I can not post the whole text in this post
09-02-2010 01:20 PM - edited 09-02-2010 01:44 PM
Story continues.....Part 3
On the following Monday, hoping that someone from Lenovo should be visiting me to fix the hinge as promised by Chrish on Friday evening, but, at around 9:30 am I got an email (see Appendix 1 – G), courtesy support team, saying only three lines: The hinge is considered to be customer damage. This will not be changed under warranty. Have a nice day.
I called Chrish and asked him why no one called me on previous Friday while I was waiting for a phone call and also why I had been sent this email while he previously agreed that hinge will be fixed without any charges. He sounded different to explain me that it has been decided that it was customer’s fault. Wonderful end to call! Hale Lenovo!
Since then I have only opened my laptop once, because I never closed it again, and have been carrying it in open position, even in my car and I carry it open in meetings too because it will definitely break if I close and open it a few more times. Even at home I cannot put my laptop in my lap, rather I have to keep it very delicately and use it only on the table making me to sit only in one position and causing back pain problems!
After having happened this, I received a call on Friday 20th August 2010 from Lenovo marketing team and telling me that my hinge problem needs a fixing and this is a charged service, so when I would like to call Lenovo support team! What the hell?? Support team failed to call and notify me on MUST DO occasions while the marketing team automatically, when its turn to loot more money, picks my problem and insists on a paid repair!
Now here are some even more interesting facts. The base part which holds AC Power Component had wear and tear which caused the supporting plastic, please see the picture (sorry the image is not visible here on this forum, but I can send the whole information in a word document if provided an email id), to break and to stop charging. Lenovo replaced that part, as it SHOULD do.
See the small support, in black colour, near arrow head (sorry the image is not visible here on this forum, but I can send the whole information in a word document if provided an email id) But why not the Hinge part, which again is a normal wear and tear because of the relatively low quality of plastic used, and being inspected andacknowledged by a qualified employee of IBM/LENOVO by himself?
So how do you classify this service?:
If this is the best service Lenovo can provide to its business customers then no wonder why companies like DELL rock the laptop market, who if not provide a royal treatment to its customers then at-least do not treat them like ANIMALS, UNHEARD and UNATTENDED!
I have written this letter to you because I still think that there exists some discipline in world’s most reliable PC maker company and that you have got some higher authority to look into this matter and take an appropriate action and stop any further humiliation to a business customer, before I finally have to take help of justice system for the:
For your organisation’s information here are some comments from many other users like me about the faulty manufacturing and poor material used in the SL 500 laptop, most of these comments are published on Lenovo’s own website:
Common problem with volume controls:
Another miserable story from a Lenovo customer about the Hinge and poor customer service:
I look forward for a solution!
Shri Krishan Yadav
Cell phone #: xxxxxxxxxxxxxx
Email: xxxxxxxxxxxxxxxxxxx or xxxxxxxxxxxxxxxxxxxxxx
Sorry due to number of characters limitation I will have to send the Appendix information in a separate post (Appendix has got the email records; the conversation I had with Lenovo team)
Alternatively please provide me your email and I will send you complete document to you.
Shri Krishan Yadav
Moderator note; e-mail address and personal information removed to stop the spambots getting it
09-02-2010 04:08 PM
That's quite an account of things, and I can understand why you would be upset.
I'll ensure this is escalated and we get your issues addressed.
Thanks for sharing.