01-21-2019 05:23 PM
This is my first time feeling compelled to post on a public forum.
I am a contractor who works from home for nonprofit organizations. I rely on my laptop computer as my work is 85% writing. In January 2018, I purchased a Yoga 920-131KB, which cost $1,599. For that amount, this should have been a solid machine for basic word processing.
I have had to return it FOUR times for repairs in one year - motherboard failure (2 times), hard drive failure, loose key after coming back from repairs. It seems this machine has been in for repairs more than it's been in my hands for work. It has impeded my productivity and ability to meet deadlines for nonprofits that rely on me to meet deadlines so they can do their important work for the communities they serve.
Once again, last month I had to return it to Lenovo for repairs. When I got it back the last time, the camera was not recognized. I couldn't conduct video conference calls which are essential to my job since I work remotely. I returned the machine on December 21, service ticket #702752291 (for any Lenovo person who cares to look into this). It is January 21 and still I do not have the machine back. The estimated date has been changed more than once, so I have no idea when I can get the machine back and can't explain this to my employers. More than a month to repair a basic camera? The camera was working when I last returned it for repairs, it was returned to me not working.
What is most disappointing is that Lenovo has not stopped to see that this machine is problematic given the number of times it has been returned for serious equipment failures. No offer to replace the machine or expedite the service so I can get back to work. I am extremely disappointed about the $1,599 wasted on this machine, which I have barely used in the past year. As of today, I have no machine, just a note online that they are still waiting on the part. Unacceptable.
I called and a service rep refused to forward me to a higher up or give me a phone number or way to contact someone to discuss this urgent matter or to file a formal complaint. The best he could do was tell me that he will pass my number on and someone will call me in 3-5 days. I can’t work and the best they can do is to call me in 3-5 days. Unacceptable.
01-22-2019 12:53 AM - edited 01-22-2019 12:59 AM
I feel your pain. The Hard Drive of my brand new Think Pad (I also purchased an installed MS Office suite from Lenovo) completely failed after I migrated everything from my old laptop which I then donated. I also work "from my laptop:" client info,, plans, invoices, custom software. I've already missed out on potential work and continue to lose money as well as customer good-faith.
Their tech support were unable to resolve the issue and advised me to bring it to Staples which I did. Staples told me in not so many words the drive is "kaput" but not to worry they could replace it under warranty. My data is not covered therefore I'm on the hook for a data recovery fee of "about five hundred bucks. No guarantee."
Lenovo has had the laptop for almost a month now with no calls, emails, text, telegram, pigeon, pony express. Whenever I request an update I receive a generic auto-reply: "thank for contacting Lenovo. We value your.....zzzzzzzzz."
It would seem the customer service is not dissimilar to the hardware: low quality/barely functional.
I hope you have better luck than I.
My lesson learned? This was mt first and it will be my last Lenovo.
01-22-2019 07:57 AM
Welcome to the Community Forums.
Sorry to read about your experience.
In behalf of our Community, I would like to offer assistance to you on the case.
I would send you a private message so that you can reply back with some personal information that would allow me to intervene for you with case 7027522914 (you may have missed the last number when I checked).
Awaiting your reply soon as convenient.
02-01-2019 01:19 PM
Just to update you in the case, seems that the repair was completed and that you would be expecting your machine back repaired by Tuesday 05/02/2019 by end of day.
Please check your email for the tracking number that was sent to you for full monitoring.
03-06-2019 01:58 AM
Had the laptop back for one month and its down AGAIN - 1 year warranty just ended, whatever the problem was, it was not fixed. The laptop keeps restarting with a blue screen that says WHEA_UNCORRECTABLE_ERROR. No changes made. Just typing and this started happening. More frustrating than when this all began.
03-06-2019 07:23 AM
Thanks for getting back here in the Community.
I believe you got the machine from repair Feb 5 , and was working fine since then. At this point I suggest you report this new issue you got to the technical support team referencing both repair number and escalation ticket we have created for you to serve as history reference to current issue.
Please do it ASAP.