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k33n5
Blue Screen Again
Posts: 2
Registered: ‎06-11-2019
Location: US
Views: 215
Message 1 of 3

First Lenovo Experience - Terrible Customer Service

Be warned, Lenovo's customer service for returns & replacements absolutely sucks. 

 

Ordered a Legion Y530 on May 25 and it arrived on the 31st, pretty standard. The device arrived defective with a big vertical stripe on the screen so I requested to have it replaced. I was assured it would arrive as quick as possible and recieved an email with an order number. To date (It's the 11th of June), that is the ONLY email I have received from Lenovo. 

 

When I reached out to CS the first time, they said that "the shipping date was missed" so they sent a new shipment date of June 6 with a delivery of June 11th. Their order status page has not updated once, I have received no tracking number or any confirmation that the device was even sent yet. I have spoken to customer service 3 times now and on separate occasions they told me "Not to worry" and assured me that it has been escalated and expedited. One of them went as far as to send me their email address to follow up, I emailed them 2 days ago and still haven't gotten any response. Finally called CS and they said they should have received a tracking number but don't know why they haven't. I told them that all I ask is that there be at least some kind of follow up via email to confirm this is in progress or who I can contact or ANYTHING to let me know that my computer isn't sitting in a warehouse somewhere. Still nothing. 

 

I've even gone as far as to tell them that my business is now struggling as a result (I'm in design) and that I'll be traveling long term in a week and that does not seem to have put any fire to the issue. Severely disappointed with my first experience at Lenovo and will likely never buy another product from them again, even if they are quality devices. Will suggest the same to others. 

 

*Update - Have spoken to another CS representative, who said "The replacement machine that will be sent to you is a brand new unit and we are still on the process of fulfilling the order. Currently the ESD that I see is on June 6, 2019 but it missed. " They missed the shipping date again. I asked him to provide an update within an hour or two so I can figure out when I can expect this device and he provided his email address. I emailed him with the transcript and the info he needs. That was 6 hours ago.

Support Specialist
Posts: 600
Registered: ‎08-02-2018
Location: US
Views: 141
Message 2 of 3

Re: First Lenovo Experience - Terrible Customer Service

Hi k33n5,

 

Welcome to the community forums.

 

This is not the kind of experience we want you to have and we apologize for the inconvenience. Please send us a private message with the order number and your email address so we could follow up on your order? We'd like to help. 

 

Thanks!



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k33n5
Blue Screen Again
Posts: 2
Registered: ‎06-11-2019
Location: US
Views: 134
Message 3 of 3

Re: First Lenovo Experience - Terrible Customer Service

Hi,

 

Thank you for reaching out, I shot you a response. 

 

I hope we can resolve this quickly. 

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