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What's DOS?
vladkryvdyk
Posts: 5
Registered: ‎02-22-2012
Location: Chicago
0

Atrocious Customer Support for a W701

North American Solutions purchased several Lenovo W701 laptops from CDW, one of them had started to fail prematurely. It started off with the internal DC power supply failing. We first believed it was the external power supply but after replacing it with a new power supply it did not solve the problem. We of course found a temporary solution that was to maintain the laptop stationary. Then we started to notice various hardware components started to fail, including one of the processor's cores and the video card. Our USB ports have also completely failed and no connected device would be recognized by the computer (the computer does not see the device even hooked up). We ended up taking it in for repair at CDW which was supposed to be for free since the laptop is under warranty. We told the clerks up front and showed them that the there was some liquid accidentally spilled around the trackpad and the mouse keys (only the mouse keys) were slightly sticky but nonetheless everything functioned. They told us no problem and took it in for repair, few days later we receive an email stating that because there was some minor liquid spilled it meant the entire laptop's warranty was voided and thus it would cost to repair. CDW says the fault is Lenovo's since they are the ones who told them this.

 

We have internal techs here which are now going to open this laptop up completely and photograph all the hardware because there is no way that the liquid ever touched any of the hardware even the keys that were spilled on work. There is no way that this laptop's warranty could be voided because of a bit of liquid was spilled, especially since the keys at the source of the spill still work. 

 

I want to complain to the executives, especially to the president regarding the very poor service. What is their email address?

andyP
Posts: 9,295
Topics: 163
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Solutions: 635
Registered: ‎11-27-2007
Location: Bonnie Scotland
0

Re: Atrocious Customer Support for a W701

Hi vladkryvdyk, welcome to the forum,

 

certainly not a nice situation. :smileysad: There are other posts in these boards about warranty service being refused due to liquid damage, the usual advice to members, in such circumstances, is to ask the service centre to provide photos of the liquid damage, did you request these and have you received them?  If so maybe you could share them?

Andy  

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What's DOS?
vladkryvdyk
Posts: 5
Registered: ‎02-22-2012
Location: Chicago
0

Re: Atrocious Customer Support for a W701

they didn't provide them, so we will be tearing the laptop apart and will photograph everything, we did fin the liquid being just under the mouse buttons and that's it. the total amount of it can fit on the tip of one of your fingers.

What's DOS?
vladkryvdyk
Posts: 5
Registered: ‎02-22-2012
Location: Chicago
0

Re: Atrocious Customer Support for a W701

so nothing huh? you buy 4,000 laptops and the manufacturer is just going to dismiss all warranties because one laptop has slightly sticky keys? seriously?

Token Ring
Chatbox
Posts: 487
Registered: ‎11-04-2010
Location: Sydney
0

Re: Atrocious Customer Support for a W701

[ Edited ]

This is what we need (but won't be of much use to you, unfortunately): http://www.neverwet.com/

 

Phone manufacturers are considering spraying superhydrophobic coatings on the internal electronics in the near future.  Hope laptops will have something like this too.

What's DOS?
vladkryvdyk
Posts: 5
Registered: ‎02-22-2012
Location: Chicago

Re: Atrocious Customer Support for a W701

I just took a look at the laptop myself, nothing is sticky at all. They are just manufacturing excuses. Will contact the BBB, Rip Off reports, Consumerist, General Attorney where Lenovo is and Consumer Complaints.

andyP
Posts: 9,295
Topics: 163
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Registered: ‎11-27-2007
Location: Bonnie Scotland
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Re: Atrocious Customer Support for a W701

vladkryvdyk,

 

if you are unhappy with the decision of a service partner, which you certainly seem to be, you can escalate the issue to Lenovo by calling the support number for your country, USA 1-800-426-7378 Select "Option #1", quote the original call number from the service partner and request to escalate to a complaint.  The phone support agent will be in a position to start and explain the complaints process for you.

Andy  

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T430 2347-G7U W8 x64, Yoga 10 HD+, Tablet 1838-2BG, T61p 6460-67G W7 x64, T43p 2668-G2G XP, T23 2647-9LG XP, plus a few more.

FYI Unsolicited Personal Messages will be ignored.

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What's DOS?
vladkryvdyk
Posts: 5
Registered: ‎02-22-2012
Location: Chicago
0

Re: Atrocious Customer Support for a W701

I just want it serviced by Lenovo or replaced by Lenovo for the same product not file a complaint I can do that with the general attorney and the BBB.

andyP
Posts: 9,295
Topics: 163
Kudos: 713
Solutions: 635
Registered: ‎11-27-2007
Location: Bonnie Scotland
0

Re: Atrocious Customer Support for a W701

Opening a complaint is the route to getting Lenovo to review the situation and eventual repair of the system, probably the quickest route amongst those suggested.

Andy  

______________________________________


Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points

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Forum Search Option

T430 2347-G7U W8 x64, Yoga 10 HD+, Tablet 1838-2BG, T61p 6460-67G W7 x64, T43p 2668-G2G XP, T23 2647-9LG XP, plus a few more.

FYI Unsolicited Personal Messages will be ignored.

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