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07-22-2021

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Legion T730-28ICO Desktop - Freezing Issue

2021-07-22, 0:55 AM

Hello,

 

I bought a Lenovo desktop PC late last year and I have been experiencing a freezing issue that is quite irritating. The issue appears to be sporadic, but it happens whenever I play games, browse the internet, watch videos, etc... It is frequent enough that I reached out to lenovo support to try and fix the problem as the PC is still on warranty. 

 

I have contacted premium support regarding this issue and have gone through a series of steps to try and fix it such as: reinstalling the graphics drivers, reset the pc, onsite technicians arriving to replace the motherboard, memory, and graphics card (as well as other steps). None of these fixed the freezing problem. Because of the issue still being present, an escalation ticket was made and premium care support told me I would be contacted by a case manager in 3-5 business days about replacing the PC. 

 

7/09/21 - An escalation ticket was made for this case and I was told 3-5 business I would be contacted by a case manager either by phone or email. 

7/13/21 - I contact Lenovo premium support to get an idea when I should be expecting a response. I am told it will take until Monday (7/19/21). I will receive a call or email.

7/19/21 - The day arrives when I'm supposed to receive a call or email from a case manager, but I do not get one. I call lenovo premium support and they inform me it will take another 24 hours. The premium support also tells me that they will send an email and notify the case managers to please contact me. 

7/20/21 - I still do not receive a call or email from a case manager. I call lenovo premium support - they tell me it will for sure be tomorrow (7/21/21).

7/21/21 - I call them today and I get the same response, that I will be contacted by a case manager tomorrow (7/22/21). The specialist apologizes that it is taking so long. I ask him if there is anyway they can provide me a contact so I can call or email the case manager - but they inform me that they are unable to provide this information or do not have it. 

 

I have been waiting almost 2 weeks for a response. I have been in contact with lenovo premium support trying to fix this problem for well over a month and still have not been able to resolve it.

 

I understand things take time, but I have been more than patient regarding this situation - so excuse me if I'm a little irritated. Calling lenovo support and being told day after day that I'll be helped tomorrow, and there is nothing else they can do except send an email, has me disheartened. I need a case manager to please contact me. 

 

 

Moderator comment: Moved to the proper forum. (NateS)

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7187 Posts

06-27-2008

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Re:Legion T730-28ICO Desktop - Freezing Issue

2021-07-22, 16:07 PM

Sorry you are having difficulty.

Please post any Case/RMA/Escalation numbers you may have been issued, but please do not post any device serial number.

Regards.


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3 Posts

07-22-2021

United States of America

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Re:Legion T730-28ICO Desktop - Freezing Issue

2021-07-23, 8:06 AM

2002890768 is the case number for the escalation ticket.

 

As of making this post I still have not received any call or email from a case manager...

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3 Posts

07-22-2021

United States of America

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  • Message 4 of 5

Legion T730 Desktop Freezing Issue - Still Need Assistance 

2021-08-03, 21:16 PM

My previous post didn't receive any helpful replies and a few updates have happened since my last post. 

I bought a Lenovo desktop PC late last year and I have been experiencing a freezing issue that is quite irritating. The issue appears to be sporadic, but it happens whenever I play games, browse the internet, watch videos, etc... It is frequent enough that I reached out to lenovo support to try and fix the problem as the PC is still on warranty. 

 

I have contacted premium support regarding this issue and have gone through a series of steps to try and fix it such as: reinstalling the graphics drivers, reset the pc, onsite technicians arriving to replace the motherboard, memory, and graphics card (as well as other steps). None of these fixed the freezing problem. Because of the issue still being present, an escalation ticket was made and premium care support told me I would be contacted by a case manager in 3-5 business days about replacing the PC. 

 

7/09/21 - An escalation ticket was made for this case and I was told 3-5 business I would be contacted by a case manager either by phone or email. 

7/13/21 - I contact Lenovo premium support to get an idea when I should be expecting a response. I am told it will take until Monday (7/19/21). I will receive a call or email.

7/19/21 - The day arrives when I'm supposed to receive a call or email from a case manager, but I do not get one. I call lenovo premium support and they inform me it will take another 24 hours. The premium support also tells me that they will send an email and notify the case managers to please contact me. 

7/20/21 - I still do not receive a call or email from a case manager. I call lenovo premium support - they tell me it will for sure be tomorrow (7/21/21).

7/21/21 - I call them and I get the same response, that I will be contacted by a case manager tomorrow (7/22/21). The specialist apologizes that it is taking so long. I ask him if there is anyway they can provide me a contact so I can call or email the case manager - but they inform me that they are unable to provide this information or do not have it. 

7/23/21 - I finally get a call from a case manager. She informs me that they will be replacing the PC and sending a new Lenovo PC. It will take a moment to process but she informs me that the PC will arrive sometime next week. I receive an order number: 4228124858.

7/28/21 - Next week arrives and a couple days pass. I check online with the order number to see if the new PC is heading to me, it still appears that nothing is happening (no PC being sent). I have not received any tracking numbers, and it appears that nothing is being done. I try to call the case manager but the number she called from just sends me straight to a voice mailbox. 

8/02/21 - I call Lenovo support to try and figure out what is going on. Is the replacement PC on the way? Can the case manger please contact me? I sit on hold for over an hour and a half - and they are unable to help me. They inform me they will try to get in contact with the case manger via email for them to contact me. 

 

I have been waiting for over a month for a resolution to this situation. I need a case manager to please contact me with an update to what is happening, and I need this replacement PC to actually be sent to me. I do not want to have to wait another month for something to get done when it should only take a few days. 

 

2002890768 is the case number for the escalation ticket.

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11562 Posts

09-04-2014

Slovakia

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Re:Legion T730-28ICO Desktop - Freezing Issue

2021-08-04, 14:45 PM

Hello,

Sorry that you're not having the best experience. One tip I would like to offer is for you to please don't call normal support because you have a complaint open, they will be unable to assist you. The Case Manager will be aware of the situation and looking to ensure they ship a replacement to you as soon as they can, I've also reached out to them on your behalf.

 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points 
Did you find a post helpfull? You can thank the member by awarding them a Thumbs Up
 

Please don't ask me questions by Personal Message; questions belong in the forums.


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