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10218 Posts

09-04-2014

Slovakia

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Re: Lenovo Legion Y520 Keyboard

2017-07-12, 8:30 AM

VisserNk,

 

I stated you need to refer to the service tip, not ask for it.  The support agent will be able to view the content of that tip and decide which action they need to take on hand of your symptom description and system information.  If something should be unclear just ask them to open a service case for you.

 

Andy

 

English Community Administrator
Lenovo eServices

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30 Posts

07-07-2017

Ukraine

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Re: Lenovo Legion Y520 Keyboard

2017-07-12, 8:44 AM

well, looks like there is everething fine since i put some piece of antistathic plastic and unscrew those screws i sayed. no reason to fear, on my opinion, because i use it with different scenarios, include taking it in bag and others. and - everything allright. so, i think, i found the solution for this issue

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15 Posts

07-09-2017

Italy

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Re: Lenovo Legion Y520 Keyboard

2017-07-12, 8:45 AM
Hi Andy_Lenovo

sorry if my words are not so clear i'm not english mother tongue, give, ask, look, call it as u wish, but my customer care service weren't able to give me any kind of solution or information about this service tip, they didn't understand even what i mean about that code. Only solution provided by them were send the pc on warranty for reparation and hardware fixing, great solution i was able to find it by myself. If the support agent can't look at the service tip, what i have to do? Can you give to me a solution please?
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30 Posts

07-07-2017

Ukraine

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Re: Lenovo Legion Y520 Keyboard

2017-07-12, 8:46 AM
besides, yes, lenovo should give their solution for us
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8 Posts

12-10-2014

EMEA

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Re: Lenovo Legion Y520 Keyboard

2017-07-12, 11:42 AM

Hello VisserNK

 

in Italy you can directly go to your nearest service point - no need to contact support in advance. Please locate yours here . You can be either geo-localised or can select an address. If you are located >40km from the nearest service point, you can request a free pick up from your address. Just make sure you tell our representative in the chat you utilised before.

 

And, of course, please do quote the service tip :)

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15 Posts

07-09-2017

Italy

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Re: Lenovo Legion Y520 Keyboard

2017-07-12, 12:13 PM
Ok, you also saying to send the pc to assistance, so no technical advice or engineering solutions. Ok well, i can't work a month without that pc.. i think i will keep screws off and that's it.

That's bad, it could be better if when there is a technical solution it is share to all to permit who have technical skills to intervene without wait 2/3/4 weeks. Even if that invalidate warranty, it is a customer's choice.
Bye
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8 Posts

12-10-2014

EMEA

36 Signins

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Re: Lenovo Legion Y520 Keyboard

2017-07-12, 12:37 PM

Hi VisserNk,

 

we'd like to understand more. You mention a month - not sure where you got the information from. We'd like to confirm that Lenovo Services prides itself with efficient and effective service. We certainly don't want our users to be separated from their units for such a long time :)

 

One other thing we believe we have to clarify is that certain parts can only be accessed by a certified technician. We appreciate some users do feel like having more than enough technical skills and we do not argue on it. Yet, we need to apply standards to ensure our products are always trated following our strict standards. Of course - yes, it would be a customer choice to operate opening/removing parts that would invalidate the warranty.

 

 

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15 Posts

07-09-2017

Italy

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Re: Lenovo Legion Y520 Keyboard

2017-07-12, 12:55 PM
Hi Giuliano,
i mentioned a month because 3/4 weeks are not shameful for a normal/good customer care.. it could be a reasonable time for sending the item to the repair center, do the fix and send it back. But for me, imho, is not a reasonable time for an item that has a design error and costs 1300 euros.

Without controversy and criticism, in that specific case, probably the issues could be a wrong type of screws, so i repeat in that specific case if we could read the technical solution we would be able to choose if it is worth to send the item or not. Because if the solutions is: 22mm long screw instead of 24mm if you allow me maybe I would avoid the whole procedure.
Obviously if the final solution is: replace or fix any parts from motherboard or keyboard i'm smart enought to understand that i must send it to customer care.

But also i understand that a big name as Lenovo must have standars.
I will see how pc "responds to my repair".
Bye
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1 Posts

07-06-2017

Canada

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Re: Lenovo Legion Y520 Keyboard

2017-07-14, 0:54 AM

Instead of having everyone who is experiencing this problem call customer support, why wouldn't lenovo publish the "service tips" online for everyone to see? This would allow people to immediately access the solution to their keyboard issue without having to call Lenovo and have customer support's phones ringing off the hook. Could you not do this for us? If not, what is the logic behind why you cannot?

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12 Posts

06-17-2017

Thailand

158 Signins

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Re: Lenovo Legion Y520 Keyboard

2017-07-14, 9:06 AM

Hi Andy
As advised spoke to my support in Rayong Thailand...they didn't know what a service tip is....is there some direction I can point them in.
thanks
Dan

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