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102 Posts

03-25-2013

Germany

113 Signins

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  • Posts: 102
  • Registered: ‎03-25-2013
  • Location: Germany
  • Views: 666
  • Message 1 of 3

Another horrible service review

2014-03-14, 14:57 PM

Since my brand new Thinkpad Yoga (i7 / digitzer / etc) had some flaws i sent it to the local repair center.
After 7 workdays of hearing nothing, i thought i might give them a call, asking if there is anything wrong.
There i was told they had to order some spare parts, which they were still waiting for.
Another week passed and i phoned again if they had those repair parts, they said , nope still waiting.
So i phoned Lenovo directly, and they told me the same thing.
Another three days later i was recommended to call an IBM number, since some support is shared between Lenovo and IBM , for their thinkpads at least. Thats when i started writing complaint mails, since the employee at Lenovo recommended me doing that (i don't know why i have to phone and write an email, but whatever, fine for me).
They told me they would call me back later.
Which didn't happen, so 2 days later i phoned again, nobody picked up at first. So i waited an hour and tried again and had the luck the reach the first competent employee since this all started. She actually called me back this Monday, telling me the spare parts should arrive in Amsterdam this week and she will call me when they do.
Today is Friday and nobody phoned back, so i phoned them and another lady told me they were still waiting for those parts, she would send out another inquiry.
Then i tried the forum, where, nobody replied, even after a whole week (i didn't think id get any answer anyways, no big surprise)
So i phoned Lenovo again and they told me, that the repair center already received the first spare part, but were waiting for the second one. So now i had to different informations about those spare parts (which for some reason aren't available ,for a shortly released high end notebook!).
When i asked why nobody answered my numerous (3) complaint mails, i was told they didn't know. Great. But they will have a closer look, sure...
When i asked if i could call the people which handle the complaints directly, i was told thats not possible, but they will call me back. (It will be a wonder if they manage to do that, let me tell you)

So the day after i was phoned by the local repair center, them telling me they could fix it without the second spare part and that i will receive my laptop back in 2-3 days.

Today i had it in the mail, everything works great and im very glad.

However i still didn't hear anything from the complaint department, so i phoned lenovo again.
The man there was the first one that actually was friendly, even though i was a bit mad for him telling me again, i coudln't contact that department and he coudln't do anything against it.

So what i learned:
Lenovo doesn't give a single [Moderator Note: Edited per forum rules.] about their customers.

Nobody is going to extend my warrenty for the weeks and weeks i couldn't use that laptop.
Nobody is going to pay the money for my hours of phone calls (bill & time).
Nobody replies to complaint mails.
Nobody is going to pay me the expenses i had renting a laptop for work.




If i was able to help - feel free to give Kudos :)
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145 Posts

03-11-2012

dc

3733 Signins

7583 Page Views

  • Posts: 145
  • Registered: ‎03-11-2012
  • Location: dc
  • Views: 7583
  • Message 2 of 3

Re: Another horrible service review

2014-03-14, 17:29 PM
> Nobody is going to extend my warrenty for the
> weeks and weeks i couldn't use that laptop.

In the US, Lenovo extended my warranty for the time my laptop was waiting for parts at the repair depot. To get this done, I asked the Depot to "escalate" my case. The Customer Relations team contacted me and I asked for the warranty extension - they did it immediately without argument.
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102 Posts

03-25-2013

Germany

113 Signins

666 Page Views

  • Posts: 102
  • Registered: ‎03-25-2013
  • Location: Germany
  • Views: 666
  • Message 3 of 3

Re: Another horrible service review

2014-03-14, 17:33 PM

@grisjuan
Lucky you.
I asked them to do that, or escalate the case.
They asked me if the machine was working, and as i said yes now its working , they see no reason why they should escalate it then.
Customer relations seem to be non existant in europe.

Thanks for your reply

If i was able to help - feel free to give Kudos :)
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